Frequently Asked Questions

General Questions

What services does Ivory Horizons provide?

We offer a wide range of curated domestic and international travel packages, including transport, accommodation, guided tours, airport transfers, and personalized travel planning.

You can book through our website, by calling or messaging us on WhatsApp, or by emailing our team. A travel consultant will assist you in choosing and customizing the perfect package.

Email: hello@ivoryhorizons.com
Call/WhatsApp: +254 708 351754

Yes! All our packages are fully customizable. Whether it’s adjusting your accommodation, extending your stay, or including specific experiences, we tailor everything to your travel style and budget.

Absolutely. The more people in your group, the better the per-person rate. Ask us for a custom quote for families, friends, or corporate groups.

Yes, a deposit (typically 30–50%) is required to confirm your booking. The remaining balance is payable before the travel date, as per the terms in your itinerary or invoice.

International Travel

Do I need a visa for international trips?

Visa requirements depend on your nationality and the destination. We’ll advise you on what’s needed and assist with documentation where possible.

Yes. We offer visa assistance for most destinations, including form filling, appointment scheduling, and travel insurance arrangements (where needed).

Some packages include flights, others do not. Please refer to the package details or ask your travel consultant for clarification.

Accommodation & Meals

What kind of hotels do you use?

We work with vetted 3-star to 5-star hotels and resorts depending on your budget and preferences. Accommodation details will be clearly outlined in your quote or itinerary.

Most packages include daily breakfast. Some also offer half board (breakfast and dinner) or full board. Specific inclusions are stated in each package.

Transportation & Tours

What kind of transport is used for tours?

We use comfortable, air-conditioned vehicles – safari vans, Land Cruisers, or minibuses depending on the destination and terrain. Private transfers are standard unless otherwise stated.

Yes. All excursions are led by professional, English-speaking local guides. Other languages may be available upon request.

Travel Preparation

What should I pack for my trip?

We provide a detailed packing list based on your destination. Essentials usually include comfortable clothing, valid ID/passport, sunscreen, medications, and appropriate footwear.

We strongly recommend it. Insurance can cover medical emergencies, flight delays, lost baggage, and trip cancellations.

We assist in connecting you with local medical services and help with insurance claims (if applicable). Emergency support is available throughout your trip.

Payments & Cancellations

What payment methods do you accept?

We accept bank transfers, mobile money (M-Pesa), cash (in office), and card payments (where available). Online payment links can also be sent for remote bookings.

Cancellation terms vary depending on how close to the travel date you cancel. Deposits are generally non-refundable. The full policy will be provided before booking.

Yes, rescheduling is allowed based on availability. Some costs may apply if third-party services (like flights or hotels) charge fees.

After Booking

When will I receive my final travel documents?

You’ll receive your travel itinerary, hotel confirmations, and vouchers 7–10 days before departure, once your payment is complete.

We provide 24/7 on-trip support. You can reach us anytime via phone, WhatsApp, or email for assistance with delays, emergencies, or questions.

Still have questions?

We’re here to help you plan the perfect getaway.

Email us: hello@ivoryhorizons.com

Call or WhatsApp: +254 708 351754