One of the settings you will encounter while creating your tour is the option to allow whether your tours are customizable or not. It's important to understand how each option affects the types of requests you can receive, as well as the benefits of each.
If customization is allowed
The benefit of allowing customization is that clients are more likely to request a quote on your tour, since they can ask for slight changes that are more convenient or desirable for them.
You will likely receive more requests on that tour, since it is more attractive to clients that wish to customize certain details of the tour, such as the tour length and accommodations.
The disadvantage, however, is that you will be unable to decline requests you receive, even if they are asking for something you aren't able to provide, because your tour settings state you are open to receiving customized requests.
For example:
You upload a 5-day tour that visits Kenya. A client asks in their quote request to extend the tour a few days longer (or shorten it a few days). Since you have chosen to allow customization in your tour settings, you will be expected to accept the request and will be charged for it, regardless of whether you are able to accommodate their wishes or not.
Operators should choose this setting if they are flexible with accommodation options, good at managing availability, and have good relationships with the various lodges within the tour's country.
Remember, you should only select 'Yes' if clients can request any accommodation or destination in all the countries visited on this tour.
If customization is not allowed
By choosing not to allow the customization of your tours, you are more likely to receive requests that you are more easily able to fulfill. You can upload specific tour packages and have the peace of mind that the requests you receive will always be for tours you know you can provide.
Each request that comes in on the tour will be exactly for what is offered. If the client does ask for a change to the length, destination, or accommodation within the tour, then you are allowed to decline the request. If we agree that the client has asked for something your tour settings clearly state isn't available, then the request will be declined, and you will not be charged for it.
For example:
You upload a 5-day tour that visits Kenya. A client asks in their quote request if they can stay in another lodge than the one the tour includes. Since the client is asking for changes to the accommodation, and you have chosen to not allow customization, you are allowed to ask to decline the request. If the support team agrees that the client has made a mistake, the request will be declined, and no money will be deducted.
Operators should choose this option if they are not sure that they can provide access to all the lodges/accommodations within a certain country, or if their availability isn't flexible.
More details on when a request can be declined can be found here.