Trip Services
Your guest portal lets you browse and request activities, transfers, and experiences for your trip, from airport pickups and private chef dinners to zip-lining and spa treatments. Send a request and your concierge team handles the rest.
Overview
There are two pages:
| Page | How to open it | What it's for |
|---|---|---|
| Explore Activities & Services | Services in the navigation | The catalog: browse what your host offers and add it to your trip |
| My Trip Services | Trip Services on your dashboard | Everything you have requested or saved, with its status |
Your host's concierge team works with local providers and arranges everything for you. Browse what is available, request it with your preferred date, and the concierge confirms the details and price.
Browsing the Catalog
To open the catalog, tap Services in the navigation. You can:
- Search with the Search activities... box.
- Filter with the chips under the search box. All shows everything. The other chips are the categories your host uses, such as tours, transfers, or dining.
- See the price. Each card shows the service name and a From price, and may show the duration.
- See what you already have. Services you have requested show a Requested or Confirmed badge. Tap the badge to open My Trip Services.
Not every service is offered at every property. The catalog shows what your host offers for your villa's area. If you don't see what you need, use the Don't see what you need? card at the bottom of the catalog (see Custom requests).
Requesting a Service
To request a service:
- In the catalog, tap the service. Its details open: a description, what's included, what to bring, restrictions, how to get there, the cancellation policy, and accessibility, as your host has filled them in.
- Under Book this activity, pick a Date and a Time, set the number of Guests, and add any Special requests or notes. The Estimated total updates as you go.
- Select Request This Activity.
The request goes to the concierge team straight away ("Added to your trip!"). You don't need to choose a tour operator. The concierge selects the provider.
Not sure of the date yet? Leave the date empty. The button changes to Save to Wishlist, and the service is saved on My Trip Services under Still Thinking About. When you know the date, tap the item there, pick a date, and send the request.
Airport transfers have their own form. You enter your flight (with a flight search, like the Travel details page), the number of passengers, and car seats for any children.
Some services are booked directly with the provider. Their page shows a Book with button that opens the provider's booking form. You book and pay the provider directly. When you have your confirmation, come back and fill in Already booked? Add it to your trip so the booking shows on your itinerary.
Custom Requests
To ask for something that isn't in the catalog:
- At the bottom of the catalog, tap Don't see what you need?
- Choose the Type of service (Activity, Transfer, Private Chef, Wellness, or Other).
- Under What are you looking for?, describe it, for example "Sushi dinner for six".
- Add a date, time, number of guests, and any notes, then send the request.
Tracking Your Requests
To see everything you have requested, select Trip Services on your dashboard. My Trip Services lists your services. Switch between List and Timeline at the top. The timeline lays your services out by date.
Each service shows a status:
| Status | What it means |
|---|---|
| Wishlist | Saved without a date. Pick a date to send it as a request. |
| Requested | Your request has been received. The concierge is confirming availability and price with a provider. |
| Confirmed | Everything is set. The date, time, and price are locked in. |
| Cancellation requested | You asked to cancel. The concierge is handling it. |
| Cancelled | The service was cancelled. |
Services can also show how they are paid: Pay provider (you pay the provider on the day), Included in stay, Payment pending, or Paid.
Most requests are confirmed within a few hours during business hours. For same-day or next-day requests, it depends on the provider's availability.
Cancelling a Request
To cancel a service:
- Open My Trip Services.
- On the service, select Request Cancellation.
- Optionally give a reason, then select Request Cancellation again. Select Keep Activity if you change your mind.
The service then shows Cancellation requested until the concierge processes it. If the service is close to its date, you see a warning that it is within the cancellation window and your deposit may not be refundable. Cancellation terms depend on the provider. The service's own Cancellation Policy is in its details in the catalog.
A pending airport transfer can still be changed: select Edit on it. A service you booked directly with a provider has Edit and Remove buttons instead.
Pricing and Payment
Service pricing works differently from your accommodation payment:
- Prices in the catalog are estimates. Your concierge confirms the exact price when the service is confirmed.
- How you pay depends on the service. Some services are paid to the provider on the day (Pay provider). Others are paid online in your portal.
- Currency. Prices are shown in your host's currency, usually USD.
When confirmed services are ready to pay online, they appear on your Payment page under Concierge Services. If you have more than one, choose Pay All to pay them together or Pay Individually to pay them one at a time. A processing fee may apply depending on the payment method ("Processing fee applies at checkout"). See Payments & Billing.
Villa Extras (Add-ons)
Some hosts also offer simple extras for the villa itself, such as a high chair, a crib, or an extra bed. These are not concierge requests. There is nothing to confirm, so you add them yourself from the Enhance your stay card on your booking page, and the price for your stay is added to your balance straight away. See Enhance Your Stay.
Tips for Planning Your Stay
- Request early. Popular activities like sunset sailing, private chefs, and volcano tours book up during peak season (December through April). Requesting a few weeks before arrival gives the concierge team the best chance of getting your dates.
- Save ideas to your wishlist. If you aren't sure of the day yet, save the service without a date and add the date later.
- Share dietary needs. For private chefs or dining, put dietary restrictions and preferences in the notes.
- Ask your concierge. If you are unsure what to do, send a message through the portal. The concierge team knows the area.
Key Concepts
- Catalog. The Explore Activities & Services page, where you browse and request services.
- My Trip Services. The list of everything you have requested or saved, with each one's status.
- Wishlist. Services saved without a date. They become requests when you pick a date.
- Concierge. Your support contact who arranges services, confirms prices, and works with local providers.
- Add-ons. Optional villa extras with a fixed price, added from your booking page rather than requested from the concierge.
Common Questions
How soon will my request be confirmed? Most requests are confirmed within a few hours during business hours. Complex or last-minute requests can take longer.
Can I request a service that is not listed? Yes. Use the Don't see what you need? card at the bottom of the catalog, or message your concierge.
Is there a limit to how many services I can request? No. Request as many activities, transfers, and experiences as you like.
What if a service I requested is not available on my preferred date? Your concierge contacts you through Messages to suggest another date or a similar experience.
Do I tip the service providers? Tipping is appreciated but not required in Costa Rica. A 10-15% tip for tour guides, drivers, and private chefs is customary if you enjoyed the experience.
Can other people in my group see the services? A co-host sees and manages the same services you do. A companion with an itinerary link sees the itinerary and can add activities to a wishlist for you to review. See Travel Party and Co-Hosts.
Related
- Guest Portal Guide -- Full overview of your guest portal and how to access it.
- Payments & Billing -- How payments work for your booking and services.
- Guest Messaging -- How to communicate with your host and concierge.