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QUESTIONS - RÉPONSES

  • Que propose Welcome West ?
    Disponible en Français partout aux Etats-Unis, Welcome West est le spécialiste américain de l'Assistance et de la Conciergerie de voyage. Nous aidons les touristes et les professionnels du tourisme via téléphone, WhatsApp et email 7j/7. Notre service d'accueil en Français disponible en Floride, Californie et New-York (Los Angeles, Miami, Orlando, Tampa et New-York) pour une présence physique lors de votre arrivée. Entre certaines villes nous pouvons également transporter vos bagages (lors d'une location de moto par exemple).
  • Quelle difference entre Assistance et Conciergerie ?
    La conciergerie gère la confirmation d'une activité ou d'un transfert par exemple. C'est souvent néccessaire et doit être fait par téléphone. N'hésitez pas à faire appel à nous pour vos confirmations. La conciergerie Welcome West peut également faire des réservations de dernière minute pour vous (activité, restaurant, concert, évenèment sportif,...). L'assistance vous aide pour tout le reste (bagage égaré, erreur de réservation, problème hôtelier, problèmes divers, question,...).
  • Quels sont mes avantages en réservant l'Assistance sans la Conciergerie ?
    - Une assistance 7/7j par téléphone, Email et WhatsApp durant le séjour - Transport (retard, vol annulé, enregistrement) - Bagage égaré à l'aéroport ou oubli à l'hôtel - Location de voiture : Problème de règlement, questions,... - Logement : Problème de réservation, de paiement, ... - Besoin de traduction document ou en live - Aide en cas de maladie, accident - Assistance pour toutes questions relatives au Covid-19 ...
  • What hours can I reach you?
    7/7 days 8am - 8pm (New York/Miami time) 8am - 8pm (Los Angeles/Seattle time) 8am - 8pm (Denver time) 8am - 7pm (Anchorage time) 8am - 5pm (Honolulu time)
  • Comment vous joindre ?
    Téléphone: (00) 1-424.284.9001 ou (00) 1-888.969.9378 Email: hello@we-west.com WhatsApp: +1-424.284.9001 SMS: (00) 1-424.284.9001 Numéro gratuit (depuis un numéro US): (00) 1-888.969.9378 ou (00) 1-888.969.WWEST
  • Est-ce que le service est disponible partout aux USA
    Oui, nous sommes disponibles quelque soit l'endroit de vos vacances aux USA, Hawaï compris.
  • Can I subscribe for a trip to Canada?
    Yes! For a stay in Canada, or a combined USA/Canada stay. Our service is accessible in Canada, under the same conditions as for the USA, same hours.
  • Mon forfait inclut ma famille ?
    Oui notre forfait comprend notre service pour 5 personnes (voyageant ensemble) et jusqu'à 5 semaines de voyage. Pour plus de 5 personnes ou plus de 5 semaines, il vous faudra choisir le forfait Groupe.
  • When can I book your services at the latest?
    The sooner the better, especially if you go in high season. During the high season, we sometimes close access to new reservations, in order to guarantee the quality of service to our customers. Furthermore, it is better to plan ahead for the following reasons: - There is some work to share your travel documents that we will require of you, and this may take some time. - To benefit from our free call before the stay, it is necessary to book at least 1 week before departure (2 weeks minimum) in high season. - If you wish to benefit from your customer advantages with our partners (car rental, guided tour in French, etc.) it is important to do so in advance. Apart from that, technically speaking, we ask you to make a reservation no later than 48 hours before your departure, but in this case we will not be able to offer you the free call before your departure. Any Welcome West service reservation canceled up to 7 days before the date of arrival in the United States will be 100% refundable upon request.
  • Comment être certain que vous me répondrez une fois sur place ?
    Pendant les heures d'ouvertures, notre ligne est accessible pour nous joindre immédiatement, également notre WhatsApp et notre email. Nous sommes disponibles de 8h à 20h quelque soit la zone horaire, à l'exception de l'Alaska ainsi que Hawaï (voir nos horaires). Nous nous engageons à traiter votre demande au plus vite (98% des demandes son traitées immédiatement). Nous ne sommes pas un call center, notre service est rapide, efficace, personnalisé et 100% géré depuis les USA.
  • Quand est-ce que mon forfait prend cours ?
    L'assistance et la conciergerie prennent cours dès votre arrivée aux USA.
  • What are your guarantees?
    We are committed to doing everything in our power to help you as soon as possible. We promise not to overbook our assistance in order to ensure the quality of service that we claim. And since we also promise full transparency, here are the few rules we work with. - If you are unable to reach us immediately by telephone during opening hours, we promise to get back to you within the hour at the latest. - If we need to prioritize by cause of a large number of requests, priority will be given to assistance requests vs concierge requests.
  • The date of my arrival is no longer available
    Unfortunately, this can happen in high season, when booking late. If so, that means we've reached the maximum customer quota for that date. This allows us to ensure our quality of service.However, you can book the service for the first available day after this date. Please note, this means, however, that the service will only take effect from this date, and not from your arrival.
  • Je suis agent de voyage et je souhaite proposer vos services à mes clients.
    Oui nos services sont disponibles pour les professionnels. Nous offrons différentes options additionnelles telles qu'un service dédié, du White Label ou encore un service VIP 24h/24. Visitez notre page PRO pour en savoir plus ou contactez nous sur pro@we-west.com /+1/424.284.9001 (téléphone ou What'sApp).
  • What offer for a group of 12 people +?
    For more than 12 people, or more than 4 months on site, please contact us for a personalized offer on pro@we -west.com
  • I have a discount code, how do I get it?
    When placing an order, enter the code you received in the 'enter a promo code' space. The reduction will be applied immediately.
  • Can you reserve a car for me?
    Yes, we have negotiated rates on vehicles from the largest rental companies in the USA. Not only will you pay less, but we reserve for you, you receive a contract in French, and we remain your single point of contact (always in French). And of course all this comes with all the classic insurance offered by rental companies. Please note that this advantage is exclusively reserved for Welcome West customers. Send us a non-binding quote request: - Rental and return date - Driver Age - Vehicle Pickup City and Return - Vehicle Type Send us your request at cars@we-west.com
  • Can you book a guided tour in French for me?
    Yes, ask us for the program, we will book a group or private visit for you in the west as well as in the east. These tours can be booked for San Francisco, Los Angeles, San Diego, Las Vegas, Chicago, New York and Miami. Contact us at hello@we-west.com
  • Other advantages reserved for customers?
    Yes, and the list of those benefits just keeps growing. - You can subscribe to "lost luggage" assistance which not only manages the tracking of your lost luggage, but above all, compensates you for $1,000 per missing luggage, if they are not located after 96 hours. - We have negotiated rates on vehicles from the largest rental companies in the USA. Not only will you pay less, but we book for you, you receive a contract in French, and we remain your single point of contact (always in French). - Would you like a guided tour in French? Ask us for the program, we will reserve for you a collective or private visit to the west as well as to the east. These tours can be booked for San Francisco, Los Angeles, San Diego, Las Vegas, Chicago, New York and Miami. Contact us: hello@we-west.com
  • Comment fonctionne la Garantie Bagages perdus (égarés) ?
    Il s'agit d'une option disponible en complément des services Welcome West. Cette option permet un suivi et une redirection de vos bagages égarés vers l'aéroport le plus proche de votre logement dès qu'ils sont localisés. Après 96h, si les bagages manquants ne sont toujours pas localisés, vous recevez un dédommagement de $1.000 par bagage perdu. Ce service est assuré par un partenaire local, mais nous restons l'unique point de contact, et nous vous tenons informé de l'évolution des recherches. Le paiement de cette option n'est pas inclue dans le prix des forfaits. Lors d'une souscription à l'un des forfaits, vous pourrez choisir d'opter pour cette option. Une facture avec paiement indépendant vous sera ensuite envoyée par Welcome West. Le paiement est calculé par personne et inclus 2 bagages par personne, aller et retour.
  • Quel visa pour un voyage aux USA ?
    Vous devez obtenir un ESTA pour un voyage de moins de 90 jours aux Etats-Unis. Le ESTA est une autorisation de voyage électronique. Il a été créé pour certains pays (la Belgique, la France et la Suisse en font partie) n'ayant plus besoin de Visa pour un séjour de moins de 90 jours (touristique ou affaire). Le coût de ce ESTA est de 14$ à payer en ligne. Bien que l'obtention est très rapide (parfois instantanée) le gouvernement américain recommande fortement de faire la demande au plus tard 72h avant votre départ. Sans ESTA votre embarquement ne sera pas accepté. Le ESTA peut être demandé direcement sur le site du gouvernement américain : https://esta.cbp.dhs.gov/esta/application.html?execution=e2s1
  • Acceptez-vous les virements internationaux pour le paiement ou puis-je payer sans passer sur votre site ?
    Nous n'acceptons pas les virements internationaux. Nous acceptons les paiements en ligne Visa, Mastercard, Bancontact et toutes les principales cartes de crédits. Nous acceptons également les paiements via Paypal. Si vous le souhaitez vous pouvez payer sans passer par notre site. Contactez-nous pour toute question relative au paiement ou pour un paiement en direct.
  • Can I have an invoice?
    An invoice will be automatically emailed to you immediately after payment.
  • Do I always have to take regular travel assistance such as Europe Assistance for example?
    Yes we recommend it. We can help you with many things but we do not replace health assistance, repatriation,... We are also not insurance.
  • What are the benefits of following your social networks?
    Our Twitter account is mainly there to inform you as quickly as possible of major events that could affect your trip (snow, hurricane, fires, closed roads,...) Twitter: @west_welcome Our Instagram account gives you advice and "tips" on what is good to know when traveling to the United States. Instagram: @welcome_west Our Facebook page is our showcase. We communicate all types of general information via this page. Facebook: @welcomewest
  • Why Welcome West?
    In 2015, a year after leaving Belgium for San Francisco, I created a blog to share my discoveries, my many road trips, mainly in the west but not only. I called it Welcome West. I wanted to do more and come up with a unique concept. 4 years later, Welcome West, the travel assistance and concierge service was born.
  • Puis-je me rendre en vacances aux Etats-Unis en tant que touriste ?
    Mise à jour 12/6/2022 Les résidents de l'Union Européenne peuvent depuis le 8/11/2021 se rendre aux Etats-Unis en vacances pour autant qu'ils soient totalement vaccinés depuis 14 jours au moins. Les enfants de moins de 18 ans n'ont pas l'obligation d'être vaccinés. Les vaccins à ce jour acceptés sont les vaccins reconnus par la World Health Organisation (WHO). - Janssen/J&J (1 seule dose) - Pfizer-BioNTech - Moderna - AstraZeneca - Covaxin - Covishield - BIBP/Sinopharm - Sinovac Nous vous recommandons de toujours vérifier les mises à jour de ces informations sur le site officiel du gouvernement américain : https://www.cdc.gov/coronavirus/2019-ncov/travelers/international-travel/travel-assessment/foreign-vaccine.html Mise à jour 12/6/2022
  • Dois-je porter un masque sur le vol international en destination des USA ?
    Depuis le 18/4/2022 il n'y a plus d'obligation de porter le masque durant un vol international et dans les transports publics aux Etats-Unis. Mise à jour 12/6/2022
  • I rented a car and I don't know what fuel to put in the tank?
    In the vast majority of cases, current cars use 87 Regular unleaded, which is equivalent to unleaded gasoline. If this is not the case, the rental company will probably have insisted on this point and you will most certainly also find a sticker at the level of the tank cap specifying the type of fuel to be used. There is little Diesel but it can happen, especially when the rented vehicle is a Van or an Asian SUV. If you have any doubts, contact us or contact your rental company.
  • Can you book an activity for me once there?
    Yes, we can make a reservation for you. We can also find and book a show or a restaurant, for example. Contact us and we will help you. This service is included in the concierge service.
  • I can't get by with the car's GPS.
    If the GPS is a portable one and it does not work well, contact us or contact the rental company. More and more integrated navigation systems allow you to connect and use your smartphone's main navigation app (Google Maps, Waze, Apple Maps). If this is the case, you will need to connect your smartphone by cable via the car's USB socket. Please note, in this case the navigation will use your internet package (data). Otherwise we have created a mini didactic video to use Google Maps without having a network on your smartphone.
  • I need to have a document sent to a US address related to my trip.
    We will provide you with a mailing address if needed.
  • Why do we pay a Resort Fee?
    The resort fee (amenity fee or facility fee) is an additional cost calculated per day and per room and applied in all Casino hotels on the Las Vegas strip.Since then, it has spread and is becoming more common in hotels in large cities. Illegal in many countries it is not subject to any regulations in the USA.The hotels justify this by explaining that it is a single cost for the various services offered such as the swimming pool, the gym, Wifi...
  • What are the bed sizes in hotels?
    Apart from a few quirky exceptions There are 5 bed sizes in American hotels. The most common are Queen Beds. The Single Twin: 0.99m x 1.91mThe Double Bed: 1.37m x 1.91mQuite common and it is this one that often brings great disappointment. It's a fake 2 people. It is sold by hotels as a bed for 2 people, but although the size will be perfect for 2 children, this bed will be narrow for 2 adults.The Queen Bed: 1.52m x 2.03mThe King Bed: 1.93m x 2.03mThe California King: 1.83m x 2.13mThis bed is a version suitable for very large sizes, it is a little less wide than the king but longer. Not very common in hotels, but maybe offered in larger hotels.
  • What is the rule for Stop signs at an intersection ?
    The rule is simple, the first to have marked the stop, is the one who has priority. Then everything is played by the look, you will see there is a game of looks between the conductors on each side.
  • Some rules of conduct in the United States
    Overtaking is done on the right as well as on the left. However, on 2-lane roads, it is customary for the slower vehicle to stay in the right lane, as in Europe, but this is not a requirement. Watch out for traffic lights! They are always in front of you on the other side of the crossroads. Stop before the crossroads when the traffic light is red!Turn right on red: If you are in the right lane, you are allowed to turn right on a red light if the lane is clear and there are no cars or pedestrians. Please note that you are therefore not a priority.
  • How to react in the car when there is an emergency vehicle with sirens on in the United States?
    🚓🚑🚒 As a general rule, when an emergency vehicle with sirens on passes, everyone must stop and clear the way, including in the opposite direction!If the vehicle (Police, Ambulance, firefighters, special vehicles such as SWAT or Minesweepers, etc.) arrives behind you, immediately steer to the side to let the passage.Like a crossroads, everyone stops and gives way.You may have the opportunity to experience it, if the vehicle arrives in the opposite direction, as long as there is no material separation from the roadway which prevents you from crossing, a priori you should also stop . To be adapted according to the situation and according to the reaction of other motorists, but unlike our countries, no one will honk at you if you step aside for an emergency vehicle arriving in the area.And finally, it is forbidden to follow these vehicles with their sirens on at less than 150m.
  • What tip should I leave when I add?
    Waiters and waitresses live mainly on tips. Their salary (usually per hour) is very low. The average tip is 15% of your total bill. 10% if the service was not good and 20% and more if the service was very good, it's up to you.
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