Travel Policies
& Guest Assurance
Great travel takes planning. It also takes flexibility. Here's what you can expect from Departure Depot before, during and after your journey — including how we help when travel doesn't go exactly according to plan.
We Curate the Experience.
We Stand Behind Our Guests.
Departure Depot brings together lodging, transportation, entertainment, dining and unique experiences to create trips that would be difficult to replicate on your own.
Most experiences operate just as planned. But travel is dynamic. Weather changes. Traffic happens. Venues adjust schedules. Hotels and transportation companies occasionally encounter operational issues.
When something changes, our job is to communicate, advocate and work toward the best reasonable solution for our guests.
Thoughtful Planning
We build complete experiences and work with established travel, hospitality and entertainment partners.
Clear Communication
When important trip details change, we work to keep our travelers informed.
Guest Advocacy
When a supplier issue occurs, we'll help communicate with the supplier and advocate for a reasonable resolution.
Experience First
Our goal isn't simply to make reservations. It's to create memorable travel experiences.
Some Things Are Outside Anyone's Control.
Every trip involves moving parts. Our approach is to prepare carefully, communicate clearly and respond quickly when those moving parts change.
Departure Depot works with independent hotels, resorts, cruise lines, transportation companies, restaurants, venues, attractions and other suppliers.
Those suppliers control their own operations. That includes vehicles, staffing, rooms, menus, seating, schedules, venue procedures and other supplier-controlled services.
When a supplier makes a change, we'll do our best to keep the overall experience on track and advocate for our guests when appropriate.
Getting You There
When transportation is included in a Departure Depot experience, transportation services are generally provided by independent, licensed transportation companies.
Traffic, weather, road closures, accidents, mechanical problems, dispatch conditions and other unexpected events can affect travel times.
If a significant transportation disruption occurs, our team will work with the transportation provider and other affected suppliers to determine the most reasonable available solution.
Follow instructions from your Departure Depot host and transportation provider. If you're separated from the group or experience an issue, use the on-trip contact information provided with your trip communications.
Your Accommodations
Hotels and resorts control room assignments, housekeeping, maintenance, amenities and property operations.
We carefully select properties appropriate for each Departure Depot experience, but an individual room or maintenance issue can occasionally occur.
Contact the hotel or resort front desk as soon as you discover a problem. This gives the property the opportunity to correct it while you're there. If the issue isn't resolved, notify your Departure Depot host or support team so we can help advocate on your behalf.
Included Food & Beverage Experiences
Many Departure Depot experiences include hosted dinners, receptions, stadium hospitality, suite food and beverage, cruise dining or other culinary experiences.
Menus, food preparation, service formats, operating hours and availability are controlled by the restaurant, venue, caterer, cruise line or other food-service provider.
Menus and individual food items may change without notice. Dietary requests will be communicated when possible but cannot always be guaranteed by the supplier.
Tickets, Venues & Live Events
One reason people travel with Departure Depot is access to exceptional live experiences — concerts, sporting events, culinary events, shows and more.
Event organizers and venues control event times, performers, game schedules, entry procedures, security, parking, seating, hospitality and food-and-beverage service.
Event details can change. When that happens, we'll adjust trip logistics when reasonably possible and communicate material changes to our guests.
Comparable Fulfillment
Occasionally a venue or supplier may substitute seating, hospitality or another component. When a reasonably comparable or upgraded alternative is provided, the experience may be considered fulfilled.
Plans Can Change
Published itineraries represent our intended schedule at the time they are created.
Departure times, activity times, restaurants, venues, transportation logistics and the order of activities may change when circumstances require it.
Sometimes an itinerary adjustment actually improves the experience. Our team may make reasonable operational changes when necessary to keep the trip moving smoothly.
When Circumstances Change
Weather, traffic, public-safety conditions, government actions, labor disruptions, mechanical issues, event changes and other circumstances outside Departure Depot's control can affect travel.
When practical, we'll work with suppliers to adjust the itinerary, substitute an experience, change timing or otherwise preserve as much of the planned trip as reasonably possible.
Refund and cancellation rights related to these circumstances are governed by the applicable booking terms, supplier terms and Departure Depot Legal, Booking Terms & Travel Policies.
When a Travel Credit Is Issued
Depending upon the circumstances, Departure Depot may choose to provide a future travel credit as part of a service recovery, cancellation resolution, promotion or other customer accommodation.
The amount, expiration date, transferability and permitted use of a credit are determined by the terms provided when that credit is issued.
Unless expressly stated otherwise in writing, a travel credit is not cash and is not redeemable for cash.
We Focus on Solutions.
Not every inconvenience warrants compensation, and every travel situation is different. When a meaningful service issue occurs, we look at what happened, who controlled the service, how the overall experience was affected and what resolution is reasonable.
Supplier Issue
We'll help communicate with the responsible supplier and advocate for our guests when appropriate.
Departure Depot Issue
If something within our control materially affects the experience, we'll review appropriate service-recovery options.
Unexpected Event
We'll focus first on protecting the trip experience and finding the best practical alternative available.
If There's a Problem, Tell Us While You're There.
The sooner we know about an issue, the better chance we have to help resolve it.
Tell the Supplier
For hotel, restaurant, transportation or venue issues, notify the responsible supplier immediately.
Tell Departure Depot
Notify your host or use the on-trip support information provided with your travel communications.
Give Us a Chance to Help
Don't wait until the trip is over if the problem can reasonably be addressed while you're traveling.
Looking for the Legal Details?
This Guest Assurance page is designed to explain our approach in plain English. Your reservation is governed by Departure Depot's complete Legal, Booking Terms & Travel Policies, together with applicable trip-specific and supplier terms.
VIEW LEGAL & BOOKING TERMS
Travel Isn't Always Perfect.
Taking Care of Our Guests Still Matters.
We plan carefully, communicate openly and work hard to create experiences you'll remember for all the right reasons.