Everything you need to know before you travel

Start with a 45-60 minute call or video call with the specialist who will lead your journey. You tell us approximate destinations, dates, travellers, pace and priorities. In 48-72 business hours you receive a detailed written proposal with a day-by-day itinerary, specific hotels and a fixed price.

48-72 working hours after the initial briefing. On very complex journeys (around the world by private jet, polar expeditions) it may take up to 5-7 business days to verify availability with all suppliers. We never promise deadlines that we cannot meet.

Yes. A single specialist leads your journey from start to finish: from the first call to the return. There is no call centre or manager changes. Our team is made up of four senior travel designers who are assigned according to the destination, travel style and availability, guaranteeing that whoever accompanies you knows well what you are going to experience.

1 to 3 rounds of adjustments until you find the perfect balance. Adjusting means changing hotels, adding or removing nights, redistributing the pace or incorporating unique experiences. The first round usually resolves 80% of the nuances.

Yes. Our office is at Calle de Ayala 83, Madrid. Many clients prefer a face-to-face conversation before a €30,000-100,000 journey. We recommend making an appointment 90 minutes in advance of at least 48 hours.

We do not charge fees to design your proposal. Our remuneration comes from agreements with hotels and incoming partners, and is transparently reflected in the final invoice for the journey.

In real luxury journeys (>€5,000 · person) it is usually the other way around: it is more expensive to book direct. Being preferred partners of Aman, Four Seasons, Rosewood, Belmond, Como, Six Senses we get the same rates as the hotel's official website plus exclusive partner amenities (upgrades, F&B credits, late check-out) to which an individual does not have access.

€4,000 per person. Below we cannot guarantee the quality of experience and service that defines our proposal. In some exceptional cases (short European getaways) we craft exceptions starting at €3,500 · person.

Initial reservation (typically 30%) upon confirming the proposal, and balance between 60 and 30 days before departure depending on destination. On business flights with promotional rates or hotels with non-refundable rates, full payment may be required upon confirmation. Everything transparent in the written proposal.

Bank transfer (no surcharge), credit/debit card up to €20,000 per transaction (no surcharge for classic Visa/Mastercard; American Express with provider surcharge according to the issuer's rate), and Bizum up to €2,000. No hidden fees on invoice.

Three guarantees required by law: (1) CICMA title-license issued by the Community of Madrid; (2) combined travel contract signed according to Royal Decree-Law 23/2018; (3) insolvency guarantee required by law that protects your payment if the agency goes bankrupt. We also have current professional civil liability insurance and an annual audit as a company of the Viajes Presstour España S.A. group. (CIF A81821928).

Yes, all our journeys include premium insurance with international medical coverage (up to €250,000), cancellation for covered reasons (illness, family death, work), lost luggage, flight delays and 24/7 assistance. For safaris we include medical evacuation by helicopter; for polar expeditions, specific rescue coverage.

Specific conditions depend on the hotel and receptive of each destination, and are detailed in writing in the proposal before booking. The usual ranges: up to 60 days before, 10-25% penalty; between 60 and 30 days, 30-50%; between 30 and 15 days, 50-80%; less than 15 days, up to 100% in some hotels. We recommend insurance with extensive cancellation coverage.

You have a direct telephone number for the specialist who designed your journey plus a 24/7 emergency number for the local partner in each country. Commitment to respond in under one hour in emergencies. If a hotel lets you down, we will find an equivalent alternative on the spot at no additional cost. If it is a major unforeseen event (a cancelled flight, a weather change), we rework the logistics as we go.

The quiet way we do things. The same specialist accompanies you from start to finish, with no call centre or manager changes: whoever picks up the phone the first time is also there the day you land. We close reservations directly with the houses — Aman, Four Seasons, Rosewood, Belmond, Como, Six Senses, among others — with no wholesalers in between, with the same rates as the official website plus the amenities reserved for preferred partners. We don't tend to talk about the rest: our best argument is written by clients who return and those who arrive on someone else's recommendation. If you still want a technical comparison, here are the 8 signals that separate a real luxury agency from an intermediary.

Aman Preferred Partner, Four Seasons Preferred Partner, Rosewood Elite, LHW STARS (the top tier of The Leading Hotels of the World), Belmond Bellini Club, Six Senses partner and Como Uma partner. With these certifications we secure a category upgrade subject to availability, daily breakfast included, F&B/spa credit and late check-out — things an individual traveller cannot access.

Yes. Mainly Portugal, Latin America (Mexico, Colombia, Argentina, Chile, Peru) and other European countries. Working languages: Spanish, English and French. We can organise the initial conversation by videoconference if you are outside Madrid.

We prioritise guides with fluent Spanish in all destinations where possible: Japan (guides specialised in culture), Africa (rangers with Spanish), Latin America (native local guides), Morocco, Turkey and Egypt. In destinations where Spanish is limited (New Zealand, Australia, Scotland) we work with guides in English of the highest quality and we do the prior cultural translation.

Yes, it is one of our specialties (Inma Alonso leads this line). We craft journeys with children from 6 years old to teenagers with real family hotels (premium kids clubs in Six Senses, and Beyond, Four Seasons), adapted guides, a pace that is respectful of children's rest and experiences that involve the little ones (craft workshops, educational safaris, local cuisine). Indicative budget from €6,000 · person including minors.

Our main product is high-end leisure travel. For corporate incentive journeys or executive retreats (4-16 people) we craft bespoke journeys through the group's Presstour Business & MICE division. For corporate proposals, contact us directly at luxury.atelier@presstour.es.