FAQs

Have questions about Pack Up + Go Surprise Vacations?

How It Works

  • We're a travel brand specializing in curated, Surprise Vacations around the United States. With Pack Up + Go, your destination is a surprise until the day you depart!

    You choose the mode of transportation (plane or car), dates, and budget, we curate recommendations catered to your interests, and book your travel + accommodations! Learn more about our Trip Types here!

    Curious about what our past travelers have to say about Pack Up + Go? Check out our reviews!

  • Great question! But if we told you, that would ruin all the fun.

    We’ve sent travelers to 300+ destinations around the US.

    All of our destinations have more than enough going on to keep you busy for the length of your trip. Take a look at our reviews to see where we've sent past travelers.

  • You may be interested in a Staycation or Pack Up + Go Picks Destination Guides.

    Our Staycations allow you to select your destination, but your accommodation + everything you do there will be a surprise!

    With Pack Up + Go Picks, we provide a list of recommendations for the best things to eat, see, drink, and do in the destination of your choice.

  • At Pack Up + Go, we know that every destination has a lot to offer. We celebrate open-mindedness, and encourage you to do the same. We're sure that with the help of our recommendations, you'll stumble upon some hidden treasures no matter where you go, and you might just fall in love with a place you knew nothing about.

  • The earlier you book your Trip, the better. We require four weeks to plan our getaways. We need enough time to plan your trip and mail your Surprise Trip Envelope!

  • Our trips range in length from two (2) to ten (10) nights. On your Pre-Trip Survey, you select the length of your getaway.

    We ask for your time restrictions on the Pre-Trip Survey. If you don’t list any, we’ll aim to have you depart early on the morning of your departure, and return in the evening of your return date to make the most of your getaway.

  • No, you can depart any day of the week! When booking your Trip, you’ll select your departure date and the number of nights for your vacation.

  • Yes! We can definitely accommodate a wheelchair-accessible Trip. On the Pre-Trip Survey, we ask "Do you have any mobility restrictions?" for each traveler.

    Based on your responses, we will be sure to arrange for an ADA-compliant hotel room, and wheelchair transfer at the airport, and will make sure all activities/restaurants recommended are wheelchair accessible. Beyond that, please let us know any other specifics in the "Is there anything else we need to know" section!

Booking Your Trip

  • For Plane Trips, yes! This is one of the major benefits of a Pack Up + Go Trip. On your Pre-Trip Survey, you’ll tell us the departure airport for each traveler, and we’ll do our best to have your flights arrive at your destination around the same time.

    For our Road Trips + Outdoors Trips, all travelers must depart from one location so that we can create custom Road Trip directions for your getaway.

  • Yes, we love planning trips for families! If your children have any specific interests (or any strong dislikes), mention them on your Pre-Trip Survey. We'll include plenty of age-appropriate recommendations so everyone will have a great time!

    If your child is less than 2 years old, they can fly for free as a lap child. So no need to factor them into the number of travelers you select. Please do still include them on your Pre-Trip Survey, as airlines need their name and birthday. If your child is over 2 years old, they will require a plane ticket and must be included as a traveler on your Pre-Trip Survey.

    For accommodations, tell us what you require on your Pre-Trip Survey. We can coordinate a crib or Pack 'N Play with your hotel.

  • You can add up to 12 travelers on the Pre-Trip Survey!

  • Unfortunately, no. Our Trips are not pet-friendly.

  • Unfortunately, no. Our departures and destinations are limited to the United States and US citizens and permanent residents.

  • In the winter months, we ask what climate you prefer. If escaping winter is your main goal, be sure to select a higher budget that will help you get to warmer weather, and please specify what kind of climate you are hoping for on your Pre-Trip Survey. Our Travel Planning Team will do their best to accommodate any requests you make and can reach out if they have any questions. Remember, warm weather requests do not necessarily mean you will be sent to the beach!

    We’ll do our best to send you somewhere warmer than your hometown, but remember that we cannot control the weather!

  • If you're trying to place an order from a smartphone or tablet, we recommend switching to a desktop or laptop instead. We also recommend using Chrome, Safari, or Firefox browsers rather than Internet Explorer.

    Still having trouble? Send our Traveler Support Team team a screenshot of the issue you are experiencing at hello@packupgo.com, and we will do our best to investigate for you!

Payment + Budget

  • At the end of your Pre-Trip Survey, you will be prompted to pay for the entirety of your Trip. You can pay by credit card or PayPal.

    We partner with Affirm to offer payment plans for our Trips. Once you've selected your budget, you'll go to Affirm's website to apply for your loan. Affirm will then give you a 16-digit card number, which you will use as a "virtual card" to pay for your Pack Up + Go Trip as if it were a regular credit card! Then, you'll make monthly payments directly to Affirm, with 0% APR or 10-36% APR.

    Learn more about Surprise Trip Budgets here >

  • Your budget determines where we send you and where you stay!

    If you're thinking of traveling around a major holiday, remember that flights and hotels are more expensive. Similarly, if you choose only regional or mid-sized airports, your budget per person will be higher than if you were able to depart from a major airport.

    We recommend choosing a Trip budget you’re comfortable with knowing that meals + activities during your Trip will be an out-of-pocket cost. Of course, if there is money left in your budget after we have booked all the guaranteed aspects of your Trip, we use those funds for Trip “add-ons,” such as restaurant or rideshare gift cards, tickets to attractions, and more. There are no additional fees or taxes.

    Additional information:

    • Budgets are calculated per hotel room, with a maximum of four guests per room (six per room for those traveling with children under 18 years old)

    • Trips over holiday weekends have a $50 surcharge

    • Each additional night will increase your budget

    Learn more about Surprise Trip Budgets here >

  • We only guarantee that your budget will cover your travel + accommodations. For every getaway, we recommend great activities and restaurants, but we do not cover those expenses in your budget.

    If there are funds remaining in your budget after we book your travel + accommodation and charge our service fee (20%), we use those funds to book Trip extras such as restaurant or rideshare gift cards, activities, and more.

    We cannot guarantee these extras since travel prices fluctuate pretty drastically depending on travel dates, departure locations, etc.

  • No, we do not include airport transfers or gas cards.

  • A large portion of your budget goes toward the accommodations that we book for you. A hotel room will cost the same, whether one or two people are staying in it, so the price per traveler is lower if you have a travel companion. Solo travelers, we love you, but you're just a little more expensive!

  • Our website requires one method of payment per Trip.

  • To maintain the element of surprise, we do not accept frequent flyer numbers or hotel reward points. Most airlines and hotels allow you to add your loyalty number after your Trip, so you can still get the points from your Trip with us.

  • Yes! Join the Cloud 9 Club Loyalty Program to start making referrals and earning points! First, make an account for a personalized referral link to refer your friends. Earn 4000 points for each person who signs up using your referral link.

    You can use points to earn discounts and free Pack Up + Go Merch, so the more you collect the more you save.

Preparing For Your Trip

  • One week before you depart, we'll email you the weather forecast for your destination. We’ll also let you know if you should bring anything specific on your trip, like a bathing suit or hiking boots. We'll email you an updated weather forecast for your trip the day before you depart, as well.

    All of our Plane Trips include one personal item (purse, laptop bag, backpack) that will fit under the seat in front of you, as well as one carry-on suitcase that will fit in the overhead compartment for each traveler. The standard size for a carry-on suitcase is (22 inches x 14 inches x 9 inches, including handles and wheels).

  • The email you receive on the morning of departure will include all of the information you need to check in for your flight. You will be able to download your boarding pass on your phone or at the airport. You will be responsible for checking yourself in for your outbound and return flight, and we will provide all the information you need.

Accommodations + Airlines

  • For Plane Trips, Road Trips, and Staycations, we book travelers in 3, 4, or 5-star hotels or bed and breakfasts.

    For Pack Up + Go Outdoors Trips, accommodation options include cabins, glamping yurts or tents, inns, bed and breakfasts, lodges, and boutique hotels.

    If there is a specific feature you’re for at your hotel (amenities, bar/restaurant, etc.), please tell us on your Pre-Trip Survey. As a heads up, none of our hotels permit smoking indoors.

  • There is a maximum of 4 adults (those over the age of 18) per room. If your Trip has 5+ travelers, the Pre-Trip Survey will require you to select 2+ rooms. If you are traveling with children (those below the age of 18), you can have up to two adults and four children in one hotel room.

  • Flight prices fluctuate depending on travel dates and departure location. Your departure airport has a big impact on the cost of your Trip. If you are able to depart from a large airport with many daily departures, you will be able to choose a lower minimum budget than if you are departing from a midsize or small airport, which may require a connecting flight.

    Our team always tries to get travelers on direct flights, but it’s not always possible. If you have any specific requests for your travel arrangements, including timing or preferred airlines, please include that information on the Pre-Trip Survey. Our Travel Planning Team will do their best to accommodate any requests you make and can reach out if they have any questions!

    For a full list of carriers that Pack Up + Go works with, please see our Terms of Use.

Surprise Trip Envelope

  • Your Pack Up + Go Surprise Trip Envelope will arrive by mail a few days before your departure date. If the envelope has not arrived a couple of days before you depart, reach out to our Traveler Support Team and we will check the status and make sure you get the information you need!

  • If all travelers are departing together, we will only mail one envelope for your Trip. You will get to choose where this envelope is sent on your Pre-Trip Survey.

    If travelers are departing from multiple airports, we will send an additional envelope to one traveler in each airport group. At the end of the Pre-Trip Survey, you will be able to add any necessary additional addresses for these envelopes.

Postponements + Cancellations

  • Please call or email if you think you may need to cancel your trip; we are here to help!

    When booking your Pack Up + Go Trip, you will be given the option to purchase Peace of Mind Refund Assurance, which allows you to change your trip dates or cancel your trip for any reason, up until the day of your departure. Even if we cannot secure a refund from your airline, hotel, or activity providers, we will refund you:

    • 100% of your travel budget if your Trip is 4+ weeks away

    • 80% of your travel budget if your Trip is 72+ hours away-4 weeks away

    • 75% of your travel budget if your Trip is within 72 hours

    If you need to change your Trip dates:

    • We will change your reservations to either a specific date or hold them for future use. If there is an increase in fare we will cover the difference up to 2x what you paid for Peace of Mind Refund Assurance.

    If you do not purchase Peace of Mind Refund Assurance, you will be subject to a cancellation fee ranging from 20%-50% if you need to change or cancel your travel dates.

    Review our full postponement + cancellation policy >

  • Peace of Mind Refund Assurance allows you to change your travel dates, postpone your Trip, or cancel your Trip for any reason. If you get sick, have a last-minute business trip, or there is inclement weather on your travel dates, you may have to spend money out-of-pocket in order to shift, cancel, or adjust your trip. Peace of Mind Refund Assurance protects you from these unexpected problems by reimbursing you for travel expenses.

    If something comes up we'll do our best to help you cancel or reschedule your trip, but we are at the mercy of the airlines, hotels, and other activity providers for refunds or credits.

  • Our Traveler Support Team is available 24/7 by phone or email in case you need anything while you're on your trip. While we love adventure, we value safety.

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