Frequently Asked Questions
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Q: Do you book tour guides and hotels?
A: Only our Best of Bespoke customers are entitled to this service. Booking through us means cheaper hotel rates and access to a range of tried and tested guides for a whole range of excursions, from luxury picnics on the Great Wall to tai chi lessons.
Q: Do you help with booking international and internal flights?
A: We don't book international flights because we believe that is best done by you. However we are happy to recommend trusted English speaking local travel agents to our customers as part of our built in concierge service.
Q: Is there a per person charge for Bespoke's services?
A: No. We want our service to be as affordable as possible, so if you're travelling in a group and want to split the cost, you can. However, extra will be charged if more than one phone handset is required.
Q: Where do I pick up and return my Bespoke Kit?
A: You will be required to tell us which hotel you are staying at before you arrive so that we may ensure your mini guide and survival pack is waiting for you in your room on arrival.
Your phone can be picked up and dropped off from your hotel's concierge. If your chosen accommodation does not have a concierge, you can collect and return your phone from the main reception or from one of our team.
Q: Do I get to keep my phone?
A: No. You are entitled to keep your personalised mini guide, The Knowledge, and even the silk pouch your phone comes in when you leave – just not the phone! You will be expected to return it to your hotel concierge and sign it out before leaving.
Q: What happens if I run out of credit?
A: This is extremely unlikely as we make sure your phone has enough credit on it to last your trip. However, if you choose to make lengthy personal calls on your Bespoke Phone, your credit will run out more quickly and you will be expected to top up the money yourself. Top up cards can be bought easily from local newspaper stands for either 50 or 100RMB.
Q: Can I call abroad?
A: Some of our phones have the ability to call abroad by dialling a prefix number. This will be cheap in comparison to the roaming rates on your own mobile, but will eat up your prepaid Bespoke Beijing allowance much quicker. If this happens, you are the required to top up the money on your phone yourself if you intend to use it for the remainder of your trip.
We recommend you instead buy an IP card (international call card) from the local newspaper stands. The advertised cost will be 100RMB but you should never pay more than 35RMB (about 5 USD). This will get you around 25 minutes call time to an international landline.
Q: Can I really call at any time about anything?
A: Yes! No matter how silly. Every member of our team was new to the city once and remembers what it's like to have a million and one seemingly trivial but important questions. Even if it's just to ask us how best to eat a dish like Peking duck or what the correct etiquette is when meeting Chinese people. Perhaps you're not sure how much that tea set should cost or where you can get a burger at 3am. No matter what the problem, we'll endeavour to help you solve it.
