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FAQ

This FAQ page has been designed to guide your steps through our website and solve all your doubts. If you don’t find the answer to your question please don’t hesitate to contact us by email at info@galicianroots.com or by phone at 0034 622281658.

1

Who are we?

Galician Roots is a travel agency exclusively focused on Galicia, we’re proud to say we know our country and we’re glad to share our culture and landscapes with you. We offer various trips to let you know and discover Galicia. Every single journey has been done and tested by us so that we provide you the best services and quality. We deal personally with all our hotels and providers, checking all the details in order to make your stay into a great experience. Being a small agency allows us to take care and pay a personal attention to all your needs, we know how important and awaited your vacation is that’s why we want it to become a wonderful experience.

2

How to contact with Galician Roots

You may contact us at the following phone number 0034 622281658 or sending us an e-mail to info@galicianroots.com, we will reply to you within 2 business days.

3

How to buy a Camino de Santiago travel package?

In the displaying menu of the Camino de Santiago section you will find the travel packages of the Camino, where the all-inclusive programmes will show up. These packages will allow you to enjoy a carefree trip to the Camino as it includes all the amenities and extras. Once you have selected your trip you will have to choose the dates that suits you. After adding your package to the shopping cart we will ask you to create a new customer account, if you already haven’t, so that you can process your booking and pay a first deposit.

Our travel packages can be paid in two easy fees, the first one of 25% of the total amount and the second fee with the remaining 75% of the total has to be paid until 45 days before the travel date. You can use different methods to clear your payment, please look up the question referring to payment methods in the same section. Afterwards clearing the first fee a booking confirmation will be sent to your e-mail.Our server will send you automatically a reminder message to your e-mail the previous week the second fee payment should be paid, keep in mind that in case of non-payment the reservation would be cancelled.

If your reservation is done less than 45 days prior to your travel date the total amount will be charged at the moment.

4

How do I know where are located the accommodations of my trip?

The accommodations we work with are usually located very close to the Camino, some are only a few steps away from the path and others only a few minutes away on foot. In the case of the RURAL tour a great part of the accommodations we work with are located in rural areas that are more remote from the Camino, in those cases where the accommodations should be found more than 3 kilometres away we would include a round trip transfer to facilitate access to our customers. These transfers are included in the tour price and are specified in the travel journal sent to the customer once the full payment of the trip is cleared.

5

What information is included in the travel journal and when should I receive it?

Once the payment of the total amount of the travel is cleared you’ll receive a confirmation of your reservation and a travel journal in pdf format will be sent to you at the e-mail address provided when you made the reservation. The travel journal includes a description of the route and maps with the location of the accommodations of your tour. All the services and transfers included are detailed in this travel journal.

6

Do you organise custom trips to Galicia?

Yes, we are pleased to arrange customized trips for groups to discover and visit Galicia. Please contact us by e-mail or phone and we will plan a journey based upon your preferences or budget.

7

What payment methods are accepted on this website?

For payments made within the European Union we accept 3 different payment options, with debit and credit cards, PayPal and also bank transfers. For payments made outside the UE we’ll only accept those done by debit and credit cards and PayPal.

Debit and credit cards such as Visa and MasterCard are accepted; you will need a security code provided by your bank to proceed to your payment, this code ensures a reliable and fast transaction. This payment method is subject to a 1,2% surcharge.

You will also be able to proceed with your payment safely by using PayPal, this payment is subjected to a surcharge. You only need to tell us the country from where you are making the payment and we’ll apply the corresponding fee. These payment surcharges applied on payments done through credit/debit cards and PayPal are imposed as a service fee by our providers.

If you live in Europe you can also pay by bank transfer, this payment option is totally free. We will allow 5 business days to receive your payment and confirm your reservation due to the slower speed of this method. If your transaction is not received within this period we’ll notify you and your reservation will be cancelled.

8

What is your cancellation policy?

You will be able to cancel your trip contacting our customer care service by e-mail or phone.

In case of travel packages the cancellation must be notified depending on the following terms and conditions:

- If you cancel more than 60 days in advance of your travel date the amount of the trip will be fully refunded

- Within 60 and 45 days prior to your travel date a cancellation charge of 30% of the total amount will incur.

- Within 45 and 30 days prior to your travel date a cancellation charge of 50% of the total amount will incur.

- Within 30 and 15 days prior to your travel date a cancellation charge of 70% of the total amount will incur.

- Within 14 days prior to your travel date the amount of your reservation won’t be refunded.

We are not responsible for return costs, for example money transfer fee abroad or a fee for sending money through PayPal, these costs are at the expense of the client.

9

Is it possible to change the passenger’s name?

Changing the name of the passenger is completely free until one week before the beginning of your journey. In order to do this you must contact our customer care service by e-mail. We will forward you all the information needed such as the new passenger’s name, his passport number or ID card number, address, phone number, e-mail so as to send you a new booking confirmation.

10

Is the VAT included in all the prices displayed on your website?

All the prices shown on this website include the current VAT in Spain which is 21%.

11

How to get the invoice of your trip?

If you need to get the bill of your journey you just have to go to the “Bookings and invoices” section. Select the booking you want and the information will unfold. A “save pdf” button will appear so you will be able to download the corresponding bill with all the detailed data on your computer.

12

Did you forget your password?

In case that you don’t remember your password you can retrieve it back by clicking on the “Forgot your password” button in the user authentication tab in the menu. An e-mail remembering your password will be sent to you to the provided address.

13

How to change your personal information and password?

If you don’t remember your password you will be able to retrieve it by clicking on the “Forgot your password” button in the identification menu on the left side of your screen. A remembering e-mail with your password will be sent to the address you provided.

14

How does Galician Roots use your personal information?

In accordance with the Organic Law 15/1999, dated 13 December, on the Protection of Personal Data, Galician Roots informs you that is owner and responsible for a number of files registered at the Spanish Data Protection Agency. All the security measures required by law to protect the integrity and confidentiality of the personal data provided by our clients have been implemented. For more information please see the legal information section.

15

Is it difficult to walk the Camino de Santiago?

The Camino de Santiago trail is made up of small ascents and slopes, some parts are harder than others but many people walk it every year with no difficulty. Every stage is usually 23-25kms long but you will find some shorter stages in the middle of your journey that will make it easier than you think. Making the correct breaks and drinking enough water is a good tip to arrive comfortably.

16

What equipment should I take to walk the Camino de Santiago?

We recommend you to take good walking shoes, it’s the most important thing when starting the Camino as you will be walking everyday. We suggest you to take light boots or shoes that are comfy, in the summer you can also use walking sandals but keep in mind that Galicia’s weather is really unpredictable so you may have some extra footwear. Bring light and comfortable clothes, in winter should you take warm garments and don’t forget a raincoat.

17

Is necessary any training to do the Camino de Santiago?

Not necessary but yet very advisable. If you’re no used to walk we suggest you to train a bit before you start your journey, go out for a walk the weeks before you come so it will be easier for you to walk the stages.

18

How does the luggage transfer work?

The luggage transfer will allow you to follow the Camino with no worries as you won’t have to carry on any bag during the stages. You will find your luggage in your room every time we arrive. Your bag will be collected every morning and transferred to our next hotel.

19

Do you provide vegetarian menus?

Galician Roots also thinks about that so if you are vegetarian don’t be concerned, if you book a menu in one of our restaurants please just let us know your preferences so that we can adapt the menu for you.

20

Do you offer an airport transfer service?

We have a transfer service available for individual and groups to take you from the Santiago airport to O Cebreiro or Sarria. In case that you need transfer from another airport please contact us, we will gladly arrange it for you.

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