Frequently Asked Questions

GUEST FAQ

Who is WineCountry Media?

We are all travelers through this chronicle of life, and time is precious. When you take those moments to stop and taste the wine, you want the best experience. At WineCountry, we trek beyond the everyday, to present occasions to savor and open your life to possibility.

What is WineCountry Media?

WineCountry is the leading digital destination for consumers to discover, plan, book and experience wine country regions across the United States. Our websites include WineCountry.com, NapaValley.com and Sonoma.com. We present a deep collection of content posts, maps, guides, itineraries, photos, videos, exclusive lodging perks and offers, discover and book extraordinary experiences – all created and presented by our team of experts.

BUYING AN EXPERIENCE

How do I search and discover Experiences?

In our Experiences section of our site (www.napavalley.com/experiences), we offer experiences of all types; from day activities and tours to all inclusive vacations. Our experiences are categorized by different attributes such as location (Napa Valley) and type (wine tasting, culinary tous). You have the ability to sort by any of those attributes to see a collection of experiences that sparks your interest.

How do I find out more information about a specific experience?

Once you have found an experience in the discovery process, click on any part of the experience and you will be presented with a detailed summary of the experience. This summary includes everything you need to know about the experience, including photographs, highlights, insider tips, reviews and an overview of the host.

How do I know if the dates I want are available?

Each experience summary page includes a calendar on the right side of the page to see times and availability. Click on a date you are interested, then the Times field below the calendar will refresh with available times. Select a time and then click BOOK NOW to start the checkout process.

At the end of the Checkout process, we automatically send a reservation request to the Host of the experience you have selected. The Host will respond to the reservation no later than 24 hours from our request. Once we receive acceptance from the Host, your reservation (including your selected date and time) is confirmed.

In the event your day or time is no longer available, the Host will send alternative dates and times when the experience is available. If these days/times do not work, you can cancel your reservation request at no cost.

I didn’t receive a reservation email, how do I know my reservation was processed?

Here is an outlined each step of the booking and reservation next steps after you have finished the checkout process.

You will receive two emails from WineCountry

• Email 1: a summary of your booking request. If you did not receive Email 1, then you did not complete the checkout process.
• Email 2: you will receive a confirmation that your request has been confirmed and your experience is locked and loaded. If you did not receive Email 2, then your reservation is not confirmed.

When is my credit card charged for the Experience?

You will enter credit card information during the checkout process, however, your credit card will not be charged until your experience request has been confirmed by the Host.

How do I reschedule my reservation?

If you need to make a change to a confirmed reservation, please send us an email to experiences@winecountry.com. In your email, you can either forward us a copy of the confirmation email you received or send a separate email with the following information:

• Full Name
• Title of Experience and order number
• Confirmed Date and time of reservation
• Change you would like to make

CANCELLATIONS

Can I cancel my Experience?

Below is a summary of our standard cancellation policy. Some Experiences require more advanced notice for reservations, confirmations, and cancellations. Those cancellation policies can be seen in the “Fine Print” sections of each listing. Please be aware that “all refunds issued will have the credit card processing fees removed from the refund total. This fee is approximately 3% of the purchase price and is non-refundable.”

• If you cancel more than [2 weeks] before your confirmed experience date, a full refund will be provided
• If you cancel the experience within [2 weeks] before your confirmed experience date or you do not show up for your experience, no refund will be provided.
• Confirmed Date and time of reservation
• Change you would like to make

REFUNDS

Will I receive a refund if I cancel my experience ?

If the reason for cancellation is valid, the refund issued will have the credit card processing fees removed from the refund total. This fee is approximately 3% of the purchase price and is non-refundable.