Frequently Asked Questions
We know you have questions, and transparency is important to us. We’ll always give a FAQ.
The FAQ Directory
Grab a cuppa – we’re about to answer everything… except where you’re going! You can scroll through our FAQs or click a link below to jump to the section you need.
About Surprise Escapes
Grab a cuppa – we’re about to answer everything… except where you’re going!
What exactly is surprise travel?
It’s a new way to holiday! You tell us your preferences, budget, and dates, and we plan your perfect getaway – keeping the destination a surprise until departure day. Think of it as having a personal travel planner who loves creating magical moments.
How does it work?
It’s simple! It goes like this:
- Fill out our pre-trip survey, which covers your preferences, budget and trip type
- We’ll get to work planning everything based on your preferences
- Around a week before you travel, you’ll receive your reveal package in the mail… no peeking!
- Open your reveal package on the day of travel (ideally at the airport – trust us, it adds a whole other level to your experience!). Don’t forget photos or videos of the reveal!
- Head off on an adventure you’ll never forget without having to worry about planning a thing!
Why should I trust you with my holiday?
Your surprise escape will be fully managed and planned by travel agents working in partnership with Connected Travel – an ATAS-accredited travel agency.
ATAS Accredited Travel Agents must comply with the ATAS Code of Conduct.
Our travel agents are professionally insured and are members of the Australian Travel Industry Association (ATIA), the peak body for Australian travel businesses.
Did You Know…
Did you know? Studies show the anticipation of a surprise can be as enjoyable as the surprise itself. We’re basically happiness scientists!
How do you choose destinations?
We never send you somewhere that doesn’t match your criteria – we want you to have an amazing, life long memory. We consider:
- Your travel preferences
- Where you’ve already been
- Season and weather
- Availability of quality accommodation
- Local events
- Your budget
- Available flights
What if I don’t like where you send me?
We take your preferences very seriously, which is why we have detailed pre-trip surveys and different surprise levels. We want you to LOVE where you’re going, and hope you’ll come back for even more surprises!
If you’d like extra peace of mind, try our Surprise-ish Escape option. You can choose up to five possible destinations, and we pick one of them!
Bookings and practicalities
Time for the nitty-gritty… but we promise to keep it more exciting than your last tax return!
How far in advance should I book?
We recommend booking at least 6-8 weeks in advance for the best availability and deals.
Last-minute bookings are possible (we see you, fellow spontaneous spirit animals!) but may limit destination options and may be more expensive.
We highly recommend booking well ahead for peak periods, such as school holidays, Easter, or Christmas.
Can I see a price breakdown of the trip?
While we’d love to give you a peek behind the curtain, part of the magic of a surprise trip is the anticipation and excitement of not knowing every little detail!
Just like a chef guards their secret ingredients, we keep a few tricks up our sleeve to make sure your trip is packed with unexpected delights.
What we can tell you is that your all-inclusive price covers all the essential ingredients for an amazing adventure – flights/transport, accommodation, curated experiences, and our expert planning services.
We also sprinkle in some extra special touches, like your surprise reveal pack, that you won’t find anywhere else!
So, while we can’t give you a full recipe, trust us when we say we’re cooking up something truly special just for you!
How do I know I’m getting the best value for my money?
When you book with Surprise Escapes, you’re not just getting a trip – you’re getting a completely stress-free, expertly curated experience that you’ll never forget! And you don’t need to do a single thing.
We spend countless hours researching, planning, and fine-tuning every detail of your trip to make sure it’s absolutely perfect for you. From negotiating deals with top-notch accommodations to creating custom-designed surprise reveal packs (and those special surprise touches!), we put a lot of love – and work – into every single trip.
If there are any leftover funds from your budget, we reinvest it right back into your experience. If we find great deals or have a little extra wiggle room, we’ll use it to upgrade your accommodation, add in an extra experience, or find other ways to make your trip even more incredible.
The value of what you get – a completely personalised, stress-free, and utterly amazing surprise trip, plus the memories that come with it, is truly priceless. Not to mention the very cool story you get to tell your friends, family and co-workers!
What’s included in my budget?
Depending on your preferences and budget, and if you’re travelling locally, interstate or even internationally, the following are generally included in most packages:
- Reveal package
- Flights/transport to and from your destination city
- Quality, well-reviewed accommodation
- Transportation from the airport at your destination
- Personalised recommendations
- Dining suggestions
- Dinner reservations (depending on your preferences)
- Local activity ideas
- Support until you return home
- Our planning expertise
For those with room in their budget, we can add extras such as activities, meal/restaurant vouchers, upgraded experiences and more.
How do payments work?
We accept:
- Credit/debit cards
- Direct deposit
Credit card payment processing fees are 1.5% for Mastercard and Visa. International cards attract higher fees of between 2-3%. Direct deposit payments attract no fees.
Full payment is required at the time of booking to secure the best rates.
Speaking of money…
Did you know Australia was the first country to invent polymer banknotes? We’re innovative like that! It’s a shame there’s no such thing as surprise money – we’ll have to settle for surprise travel instead.
What about travel insurance?
We strongly recommend travel insurance for all bookings. We can help arrange this, or you can use your preferred insurer. It should cover cancellations, medical emergencies, and travel disruptions.
What documentation do I need?
- Valid photo ID for flights
- Travel insurance details (unless you choose to decline insurance)
- Any relevant medical information
- Special requests and assistance needed (dietary, mobility, etc.)
- If you’re opting in for an overseas adventure possibility, you will need to have at least six months validity on your passport from the date you return home from travel.
Trip types and inclusions
What are the trip types we offer?
The Weekender
- 2-3 night getaways
- Perfect for short breaks
- Long weekends sorted!
- Full surprise destination
The Grand Escape
- 4 night minimum – travel for as long as you like
- Extended adventures
- More comprehensive itineraries (unless you just want to rest!)
The Romantic Escape
- Special occasion focus
- Extra magical touches
- Celebration add-ons
The Surprise-Ish Escape
- Pick up to five destinations
- We choose one
- Offers more control
Before you go
The anticipation is building… It’s like waiting for your morning coffee, but way more exciting!
When will I receive my reveal package?
Your surprise reveal package arrives up to a week before departure. Inside, you’ll find everything you need except self-control – that’s up to you! We also email a weather guide and packing tips a week before departure.
What if my reveal package goes missing?
We always send reveal packages via Express Post, just in case of mail delays. If the package somehow seems to have been swallowed up in an Australia Post black hole, we can send a digital version two days before your trip.
How do I know what to pack?
One week before departure, we’ll send you:
- An approximate weather forecast
- Suggested clothing
- Activity-appropriate gear tips
- Any special requirements
Don’t worry – we won’t suggest swimmers for Hobart in winter! We do, however, recommend a spare change of clothes in your carry-on luggage in case of any luggage hiccups when it’s a short trip. This is just a handy tip we learnt from travelling, bags going missing… and toddler throw-up.
Don’t forget…
Pack your sense of adventure… and maybe some socks.
Definitely pack socks.
Can I get hints about my destination?
Nice try! But keeping the secret is part of the magic. We’ll tell you everything you need to know to pack and prepare without spoiling the surprise. We’re expert secret keepers.
What if I have dietary requirements?
We take all dietary requirements seriously. Include these in your preference survey, and we’ll ensure your destination and recommendations accommodate your needs.
During your trip
You’re at the airport, you’ve opened the envelope… now the real fun begins!
What support do I get during my trip?
We don’t just ship you off somewhere and leave you to it (unless you want us to!). We’ll give you:
- A dedicated phone number and email address for support
- Local recommendations
- Backup plans if needed
Think of us as your personal travel concierge!
What if something goes wrong?
We’ve got your back! If something goes wrong during your trip (because, travel), we’ll help you to work it out. You’ll also have:
- Travel insurance support (unless you don’t want insurance)
- Backup recommendations
- Alternative suggestions
Because we’re travel agents and not airlines, hotels or tour providers, the only thing we cannot do is control the suppliers of the services we’ve booked for you.
We rely on reputable and well-regarded services, but sometimes things don’t go as expected. It’s important to try and work out any issues with the suppliers where possible, but we’re here to help if you can’t.
Special occasions
Because some moments deserve extra sparkle!
Can you plan special celebrations?
Absolutely, they’re our favourite! We love creating magical moments for:
- Birthdays
- Anniversaries
- Proposals
- Honeymoons
- Graduations
- Hens and bucks
- Just-because celebrations
Tell us what you’re celebrating, and we’ll add extra special touches.
Do you cater for group bookings?
Yes! We can arrange:
- Friend group getaways
- Corporate retreats
- Family reunions
- Multi-generational holidays
- Team building trips
- Celebration trips
Travellers can even depart from different cities!
Group fun fact:
Nine out of 10 friendship groups can’t decide where to go for dinner. We solve that problem!
Other questions
Can’t find what you need? Please contact us via our contact form and we’ll get back to you within 24-48 business hours.