FAQ'S - Montoor Trips

FAQ’s

Frequently Asked Question’s

01 – About Montoor

(1) WORKING HOURS – 10h > 15h Monday to Friday (Saturday and Sunday, more urgent cases) – We reply by WhatsApp / email to our travellers and partners (FESTIVE DAYS > Day off).

(2) TRAVELLER SERVICE – As tourism in Portugal grows, the number of cases of people being scammed increases. The 100% online service allows for written proof through the exchange of EMAILS, being the only legal way to record in writing everything that was contracted by the traveller.

(3) OFFICE – Montoor does not have a physical space. We divide our time between providing service at the established time to respond to emails and developing/organizing/prospecting products through teleworking.

(4) BRANCH – We do not have any branches directly. We are experts in the destinations on our platform, we do not publish the unknown. It allows us to talk about each destination in the first person and our collaborators/partners are an extension of MONTOOR.
02 – Before travelling

(1) Make sure you have ALL the necessary DOCUMENTATION up to date, you are solely responsible for it.

(2) If you travel by plane, pay attention to the dimensions and weight required (never take the maximum weight, yes, you will bring some memories, think about them).

(3) Forget your society for a few days and respect the destination you are visiting, the people, their customs, traditions, gastronomy and you will be culturally enriched.
03 - Why guest can't book product?
04 - LOGIN USER
05 - Travellers VS Customer

– When booking a product, each customer becomes a traveller and, in the end, becomes a customer again!

– The traveller has access to all the features of the platform from the moment of booking a Montoor or Partner product, up to 5 days after having participated in the product!

– The traveller has access to book flights (without discounts) or local products (with exclusive discounts for Montoor travellers)!
06 - TRIP MAKER

Who are you and how can they help me? It’s a connecting person between us and some travellers!

– A Tour Maker is a company or an independent professional, can be a partner with a license to sell tourist packages, “BE LOCAL” collaborator with products that complement the destination visited or an affiliate that promotes the platform’s products. It may be thanks to him that you met Montoor, don’t forget in your registration to mention YOUR TOUR MAKER
– Some Tour Makers are perfectly knowledgeable about the product and the destination and can help you better than anyone else to resolve your questions and doubts. Don’t forget to mention it when registering on the platform as a new user! Otherwise, get in touch with our CONTACT PAGE so we can help you and you can reserve the desired product with complete confidence.
07 – Groups & Other products

(1) MINI – From 02 to 08 people for friends, families or GIR (Regrouped Individual Group). In vehicles with up to 8 seats + 1 (Driver or Driver Guide/Leader) (For exclusive MONTOOR groups, seats are assigned in order of bookings. For PARTNER groups, random seats).

(2) SMALL – From 12 to 18 people for GO (Organized Groups) or GIR (Regrouped Individual Group). In mini-buses up to 19 seats + 1 (Driver or Driver Guide/Leader or driver + guide/leader) (For exclusive MONTOOR groups, seats are assigned in order of bookings. For PARTNER groups, random seats).

(3) MEDIUM – From 20 to 28 people for GO (Organized Groups) or GIR (Regrouped Individual Group). In buses up to 29 seats + 1 (Driver or Driver Guide/Leader or driver + guide/leader) (For exclusive MONTOOR groups, seats are assigned in order of bookings. For PARTNER groups, random seats).

(4) TOTAL – From 35 to 50 people for GO (Organized Groups) or GIR (Regrouped Individual Group). In buses up to 55 seats + 1 (Driver + Guide or Leader) (For exclusive MONTOOR groups, seats are assigned in order of bookings. For PARTNER groups, random seats).

(5) DEPARTURE POINT – Defined by Montoor and/or the Collaborator/Partner. Up to 3 main departure locations, with the possibility of 2 more locations upon bookings. Maximum 5 locations for Montoor products! (collabs & partners can have different rules, read settings in products page)

(6) TRANSPORT – Each person books their own transport to the defined departure point, so you can extend your trip time by hours or days. Check the page “BE SUSTAINABLE“.

(6) FLIGHTS – When not included, it is up to the traveller to book once the minimum number of travellers reached and confirmed by Montoor by email. When booking your tour, we send you a link so you can freely choose your flight, leaving whenever and wherever you want to your holiday destination.

(7) LUGGAGE – Montoor and its collaborators/partners are not responsible for the luggage and other belongings they transport, regardless of the location or means of transport used. In case of theft, deterioration or destruction, you must immediately complain in writing to the service provider, keeping a copy of the complaint. We always recommend that you stay with your luggage during loading and unloading operations, and don’t forget to read the travel insurance document that includes your luggage.

(8) SEAT ALLOCATION – Seats are allocated in order of bookings. How can we confirm this? Through each traveller’s booking number. Seats are assigned sequentially, following the order of bookings!

(9) PRE-BOOKING – You book and pay when the minimum number of travellers is reached. You will be informed by email.

(10) TRAVEL INSURANCE – All Montoor products come with travel insurance included in the different products on the platform, cancellation insurance already included (except for products selling in different platforms, collabs & partners products, only with the product’s own insurance. SEE INSURANCE PAGE). Just read the travel insurance document and know its clauses.
08 – Guide / Leader

(1) TOUR LEADER – (not an official guide) Person who may not have worked, lived or traveled in the destination(s), having a general and summary perspective. It is also known as an accompanying guide or agency companion (or representative).

(2) TRIP LEADER – Person who lives, works or has visited the destinations several times, having a personal approach and untold stories. It can become a travel buddy.

(3) LOCAL LEADER – Person knowledgeable about the destination, lives and works there for Montoor or one of its collaborators and carries out the visits. Shows destinations, tells their stories with local eyes and experiences.

(4) OFFICIAL GUIDE – Person authorized by the Tourism Department of the destination, whether local, regional or national. Live and work at the destination for Montoor, for one of his collaborators or independently. He carries out visits, shows the destinations, telling their stories in detail, for lovers of arts, cities, legends, monuments, museums…
09 - Accommodations

(1) SHARE – Accommodation shared with other travellers, aparthotel, hotel, resort…

(2) WITH HOST – Accommodation shared with the host, with access to the common areas like kitchen, living room…

(3) TOTAL – Full accommodation, bungalow, chalet, flat, house, villa…
10 - Kind of accommodations

(1) BASIC – With private bedroom and bathroom, no food service and no extra amenities in the accommodation.

(2) ESSENTIAL – With private bedroom and bathroom, with breakfast service and no extra amenities in the accommodation.

(3) MEDIUM – With private bedroom and bathroom, with food service and parking included, without extra amenities in the accommodation.

(4) CONFORT – With private bedroom and bathroom, with food service, with swimming pool or jacuzzi and parking included.

(5) PREMIUM – With private bedroom and bathroom, with food service, swimming pool, jacuzzi or spa and parking included.
11 - Boards

(1) No Lunch – Full day tours with NO lunch included (01 day tour)

(2) Lunch – Full day tours with lunch included (01 day tour with or without drinks, as described in the product)

(3) Room Only – 02 days or more, no meal service included. Just accommodation…

(4) Bed & Breakfast – 02 days and more, with breakfast included.

(5) Half Board – 02 days or more, with food service (breakfast and lunch OR dinner, with or without drinks during the meal, as described in the product).

(6) Full Board – 02 days and more, with full meal service (with or without drinks at lunch and dinner, as described in the product).

(7) All Inclusive – 02 days and more, with all meals service (meals & drinks as described in the product).
12 – Prices
13 – Bookings

Bookings – When booking, you do not make the payment immediately (except products with deposit / confirmed tours / last minute, marked with “PAY NOW”, booking and seats confirmed immediately). Depending on the product booked, we confirm availability and you will then receive an email with information from us about the progress of the booking or immediate confirmation, with the respective link to make payment. Or with the cancellation of the booking request due to missing participants or availability.

(1) PAYMENT – It must be done within the time period stipulated on the platform. It can be done using one of the payment methods available on the platform. Refund (see conditions when booking).

(2) REFUND – After registration and payment, a full refund will be possible if the minimum number of travellers is not reached. If the trip is confirmed, the refund will not be full by MONTOOR. You may, however, be fully refund by the cancellation insurance, if the reason is in one of the clauses provided for by the insurance.

(3) EMAILS – Automatic emails are in English.

(4) TRAVEL INSURANCE – All products come with travel insurance included in the different products on the platform. Insurance can be for an activity contracted individually (partner insurance) or for a tourist package contracted with several activities (Montoor insurance). Click and read the page!

(5) MONTOOR ASSISTANCE – All assistance is provided in 4 languages, TRAVELLER SERVICE PAGE.

(6) WEBSITE – English, as default. Affiliates, partners & travelers can switch to another language, whether they Portuguese, French & Spanish (automatic translation, may contain some errors).
14 – Cancellations

Cancellations – All services have conditions suited to your needs and cancellations may vary. Check the conditions at the time of booking.

10.1 – Soft: (1) Up to 8 days in advance – 100% refundable; (2) 7 – 6 days before – 80% refundable; (3) 5 – 4 days before – 40% refundable; (4) 3 days or less in advance – no refund
10.2 – Flexible: (1) Up to 16 days in advance – 100% refundable; (2) 15 – 13 days before – 80% refundable; (3) 12 – 11 days before – 40% refundable; (4) 10 days or less in advance – no refund
10.3 – Strict: (1) Up to 36 days in advance – 100% refundable; (2) 35 – 33 days before – 80% refundable; (3) 32 – 31 days before – 40% refundable; (4) 30 days or less in advance – no refund

10.4 – VERY Strict: (1) Up to 91 days in advance – 100% refundable; (2) 90 – 61 days before – 80% refundable; (3) 60 – 31 days before – 40% refundable; (4) 30 days or less in advance – no refund
10.5 – Soft flight: (1) Up to 36 days in advance – 60% refundable; (2) 35 – 33 days before – 40% refundable; (3) 32 – 31 days before – 20% refundable; (4) 30 days or less in advance – no refund
10.6 – Flexible flight: (1) Up to 61 days in advance – 60% refundable; (2) 60 – 46 days before – 40% refundable; (3) 45 – 31 days before – 20% refundable; (4) 30 days or less in advance – no refund

10.7 – Strict flight: (1) Up to 91 days in advance – 60% refundable; (2) 90 – 61 days before – 40% refundable; (3) 60 – 31 days before – 20% refundable; (4) 30 days or less in advance – no refund

10.8 – VERY Strict flight: (1) Up to 121 days in advance – 60% refundable; (2) 120 – 91 days before – 40% refundable; (3) 90 – 61 days before – 20% refundable; (4) 60 days or less in advance – no refund
10.9 – Tailor-made: (1) Sent at the time of the proposal, based on the services requested. (2) Non-refundable deposit amount. (3) Deposit amount including VAT.
15 – Tourist tax

In recent years, this rate has become “fashionable” and is constantly changing. It is best to take a few minutes before booking a trip to find out about the extra costs associated with the “Tourist Tax”. Its price varies according to the country and its internal laws, and may affect accommodation and/or monuments, and is usually paid directly on site by the traveller.
16 – Any doubt ?