Question 1

🏢 What is NeoGeo DMC?

Accepted Answer

NeoGeo DMC is a destination management company (DMC) specialized in West Africa. We are dedicated to redefining receptive tourism in the region, offering exclusive tours and excursions designed to provide authentic and unforgettable experiences.

Question 2

📞 How can I contact NeoGeo DMC?

Accepted Answer

You can contact our team of experts through the Contact section on our website, by sending the form with your specific questions or requests.
!IMPORTANT Exclusive attention to professionals: At NeoGeo DMC we only work for the professional sector. For this reason, we will only respond to requests from agencies and tour operators, and we will not attend to questions or requests made by individuals.

Question 3

✈️Are international flights included in your packages?

Accepted Answer

No, as a receptive company (DMC) we do not offer international flight services. Our focus and specialization are exclusively centered on destination operations: land logistics, accommodations, expert guides and exclusive experiences in West Africa. Flights are managed directly by travel agencies and professional tour operators that collaborate with us. They are the ones who integrate our land services with air transportation to offer you the complete package.

Question 4

👤 Can I book a trip if I'm an individual and I really like your website?

Accepted Answer

No. NeoGeo DMC is an exclusive Business to Business (B2B) operator. We only work with legally established travel agencies and tour operators. If you are an individual traveler, we recommend going to your trusted agency and asking them to contact us to organize your expedition.

Question 5

🌍 In what languages are the services performed?

Accepted Answer

At NeoGeo DMC we understand the importance of clear communication in such specific destinations. Therefore, our teams manage and offer services in three main languages: Spanish, English, French
This ensures that both coordination with the agency and the traveler's experience at the destination are smooth and without language barriers.

Question 6

🛡️ Is it safe to travel to West Africa? Am I going to get sick?

Accepted Answer

Traveling to this region requires preparation, not fear. We operate in areas that we know like the back of our hand and with strict security protocols. Regarding health, each country has its requirements (like Yellow Fever). We provide all the necessary technical information to our collaborating agencies, but the final medical consultation should always be done at an International Vaccination Center.

Question 7

🏪 I have several travel agencies under my group, how should I do the registration?

Accepted Answer

The process is designed for you to manage your entire network from a single, centralized location:
Company Registration: First, you must complete the main registration of your parent company.
Control Panel: Once your account is validated and active, you will have access to an advanced administration panel.
Agency Creation: From your panel, you can register an unlimited number of agencies or branches as needed.
Role Assignment: For each created agency, you can assign and manage different user profiles.
This way, you maintain total control of sales and operations for your entire team from a single professional platform.

Question 8

💳 What payment methods can I use and what are the deadlines?

Accepted Answer

Our system is designed to facilitate the management of reservations, although it operates with strict compliance rules to guarantee operation at the destination.
Payment deadlines

Reservation without immediate payment: You can create a reservation without needing to pay anything at that moment.
Deadline: All services must be fully paid 15 days before the start date of the trip.
Automatic notices: The system will send you reminders by email so you don't miss any pending payment.
Automatic cancellation: If by the deadline the service has not been paid, the reservation will be automatically cancelled to release the spaces.

Accepted payment methods
✅ Credit card (recommended)
It is the standard and preferred method of the platform. It allows for automatic reconciliation and guarantees that your reservation will not be at risk of cancellation for non-payment when the deadline is met.
🏦 Bank transferIt must be coordinated and authorized in advance by our administration department. Do not make any transfer without this authorization.
Only transfers under the "Immediate Transfer" modality are accepted. No service will be confirmed with ordinary transfers that take several days to be reflected in the account.
The sending of an ordinary transfer receipt will not stop the automatic cancellation process if the money has not been effectively received.

Question 9

🏡 Why don't your itineraries usually include large international hotel chains?

Accepted Answer

Our philosophy as a local DMC is based on offering an authentic and transformative experience. We believe that if you travel to Africa, you do so to discover its essence, not to stay in a generic environment that you could find anywhere else in the world.

Therefore, we work mainly with eco-lodges and camps, strategically selected so that your experience is as authentic as possible, allowing you to sleep under the stars or in the very heart of nature.

Question 10

❌ What are the cancellation conditions?

Accepted Answer

In NeoGeo DMC we distinguish two types of cancellation that it is important to know before operating with our platform.
Automatic cancellation due to non-payment
As indicated in our payment conditions, if the service has not been paid before the deadline, the system will automatically cancel the reservation to release the places. Remember that the payment deadline always appears on the service voucher, so we recommend checking it as soon as you make the reservation. The system will also send you reminders by email in advance.
Voluntary cancellation by the agency
The cancellation conditions vary depending on the contracted service and the notice with which it is requested. Like payments, the cancellation deadline without penalty is also reflected on the voucher. Cancellations made outside of that period may be subject to economic penalties according to the specific conditions of each service.
Recommendation
Always check the service voucher as soon as you formalize the reservation. You will find both the payment deadline and the cancellation deadline clearly and summarized, thus avoiding last-minute surprises.

⚠️ In case of doubt, contact our administration team before proceeding with any cancellation.

Question 11

📄 What documentation do travelers need?

Accepted Answer

The necessary documentation to travel depends on the destination, the traveler's nationality, and the contracted circuit. Therefore, there is no single answer applicable to all cases.
Where do I find the specific documentation for each circuit?
Each circuit available on our platform includes its own detailed itinerary, where you will find all relevant information: entry requirements, visas, recommended or mandatory vaccines, and any other specific FAQ related to that destination and program. We recommend that you always consult it before formalizing the reservation.

Question 12

📄 What documentation does the platform itself generate?

Accepted Answer

Once the reservation is made, our platform allows you to issue the service voucher, which is the official document that certifies the hiring. There are two versions:

✅ Paid Voucher: It is issued once the service has been fully paid. It is the valid document to present at the destination.
⏳ Pending Voucher: It can be issued even if the payment has not been completed, and it indicates that the reservation is in progress but pending settlement.

Can I customize the service before issuing the voucher?
Yes. Our platform is completely dynamic and allows you to quote in real time, add hotel upgrades, extra nights and excursions. The final net price is calculated automatically based on the selected dates. Once the trip configuration is closed and the payment is completed, you can issue the final voucher with the "Paid" mention.

⚠️ Remember that the responsibility for correctly informing travelers about visas, vaccines, and entry requirements falls on the contracting travel agency.

Question 13

✈️ What happens if my clients' flight is delayed or canceled?

Accepted Answer

We know that air incidents are one of the biggest headaches when traveling to West Africa. That's why we operate with total flexibility in the face of flight setbacks.
Our team at the destination monitors the arrival flights of all groups. If a delay occurs, the arrival transfer is automatically adapted without additional cost, as long as the incident has been communicated with the greatest possible advance notice through our platform or by direct contact with our team.
In the event of a flight cancellation that affects the start of the circuit, we analyze each situation on an individual basis to find the solution that minimizes the impact for both the agency and the traveler.

⚠️ We recommend that you always hire a travel insurance that covers cancellations and air delays for your clients.

Question 14

🛡️ How do they guarantee safety on private tours?

Accepted Answer

The safety of travelers is our top priority and the pillar on which we build each itinerary.

Certified local guides: All our guides are accredited professionals, with specific training in each destination and proven experience with international groups.
Approved vehicles: We work exclusively with transportation providers that meet the safety standards required for tourist transportation in each country.
Verified routes: Before including any route or activity in our catalog, our team evaluates it on the ground. We continuously update the information based on the political, health and weather situation of each area.
24/7 assistance at destination: Throughout the trip, the agency and travelers have a direct contact with our local team for any incident, emergency or last-minute change.

Question 15

🆘 What assistance do travelers have in case of medical emergency?

Accepted Answer

Our circuits include detailed information about the reference medical centers in each destination. Additionally, our local team is available to accompany and manage any medical emergency on the ground: transfers, contact with travel assistance insurance and coordination with local services.
From the platform we strongly recommend that all travelers travel with travel assistance insurance with medical coverage in Africa, since local health systems can be limited in rural or remote areas.

Question 16

🤝 What happens if a service is not provided correctly at destination?

Accepted Answer

If at any moment a service is not provided as contracted, the procedure is clear:

Immediate communication: Contact our team at destination or administration at the time. The sooner it is reported, the faster the solution.
On-site management: Our local team intervenes to correct the situation or provide an alternative of equal or greater value.
Formal complaint: If the problem was not satisfactorily resolved at destination, the agency can submit a formal complaint with documentation of the incident for analysis and compensation if applicable.

No claim will be processed that has not been communicated during the trip itself, as we lose the ability to verify and act on the facts.

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