happy travel promise
If you’re not happy, we’re not happy.
We work tirelessly to make sure your Penguino experience is delightful. We know how important your family vacation is. We are parents too and know it can be scary to work with a Guide you do not know in real life! This is why we offer our Happy Travel Promise.
When we recruit Penguino Guides, we look for moms and dads who love to inspire other families to travel and who are truly experts in their destination. These Guides share our commitment to providing you an incredible travel planning experience. We work closely with our Guides to review, edit and design every Penguino Itinerary to ensure quality and accuracy.
If for any reason you are unhappy your Itinerary, we want to make it right! Here are the details of our Happy Travel Promise.
When you connect to a Guide
If after we match you with a Guide, you feel she isn’t quite getting you, let us know. We will match you with another Guide if possible. If we cannot match you with another Guide at least 2 weeks before your trip, we’ll offer you a refund.
When you get your Itinerary Draft
If after you receive your Itinerary Draft, you feel the Itinerary isn’t a good fit for your family, let us know. We will work closely with your Guide to revise the Itinerary so it is just right. We need your input to deliver the best Itinerary possible!
When you get your Final Itinerary
If after you receive your Final Itinerary you are not satisfied, we ask you to notify us within 3 business days. We will work with you to improve the Itinerary so you still have a great trip. If we cannot make it right, we will offer you a refund.
After your Trip
If you are unhappy with your Itinerary after you come home from your trip, we ask you to share us with detailed feedback. If your Guide provided you with information that was incomplete, misleading or inaccurate, or if she did not personalize her recommendations to your family’s preferences, we want to know how we can improve. If you notify us within 2 weeks of your trip, we will offer a refund.
To notify our team of any problems with your Itinerary, email us at firstname.lastname@example.org.