Skip to main content
For Recipients

Custom Experience

A bespoke trip planned with Clavis and a concierge.

Updated August 5, 2026

Custom Experience is the bespoke mode. You describe what you'd like, Clavis listens and writes the brief as you go, and a human concierge takes it from there. This page covers how to open the page, what the screen layout means, and how a request reaches the concierge.

When to pick Custom Experience

Pick Custom Experience if:

  • You have a clear idea but it's not in the curated catalog (a specific city, a particular style of trip, a special occasion)
  • You want to use Mojo Credits alone without a gift card — Custom Experience accepts credits-only
  • You want to combine a gift card with credits to stretch beyond the tier

You can also start it without a clear idea. Clavis is built to ask the right questions and pull a brief out of a vague intent.

Open the page

The page lives at /redeem?tab=custom-experience. It's reachable from the Custom quick link in the redeem sidebar, the Custom Experience card on the redeem home, and the Custom tab inside any redemption page.

Custom Experience intake page. Header strip shows tabs Cards, Curated, Custom (selected), Product, with a Mahara card pill and a credits balance pill on the right. The layout is split: a left panel reads YOUR TRIP, IN MOTION with the heading Tell Clavis where you're dreaming of going. and a paragraph As you talk to Clavis on the right, the details of your trip will appear here — like a postcard being written in real time. The right panel is a chat surface with a Clavis avatar, header Clavis Your concierge, balance chip Mahara · 1,350 credits, and a starting prompt Welcome back, Alex. Where's your heart taking you? Two option cards underneath: In United Arab Emirates (Local) and Somewhere abroad (International). A text field at the bottom with placeholder Tell Clavis what you have in mind.
Custom Experience opens with a split view: a postcard preview on the left, the Clavis intake chat on the right.

The page is split into two halves:

SideWhat it does
Postcard preview (left)Builds a structured summary of your trip as Clavis confirms each detail — destination, dates, party size, vibe, budget. Empty until you give Clavis something to write down.
Clavis chat (right)The concierge intake. Pre-set starting prompts for common journeys, plus a free-text field for anything else.

Walk through the intake

  1. Pick a starting prompt or type freely. The two starter cards (In United Arab Emirates / Somewhere abroad) seed the brief with a destination region. You can also type a free message, e.g. "A long weekend in Lisbon for two" or "A wellness retreat anywhere quiet".
  2. Answer Clavis's questions. Clavis asks clarifying questions one at a time: dates, who's going, the vibe, must-haves. Each confirmed detail appears on the postcard on the left.
  3. Review the postcard. When Clavis has enough, the postcard preview holds the full brief. Edit anything by sending a follow-up message.
  4. Submit the brief. Submitting hands the brief to a human concierge. Your gift card balance and any credits are held against the request once a quote is accepted.

As you progress, the postcard fills in with the structured details Clavis has captured.

Custom Experience after a few back-and-forth exchanges with Clavis. The postcard preview on the left now reads Quiet days in Dubai with a hero image, two pills 5 credits and 1,350 credits, and tags Local, Travelers, Cultural, Food, Wine. The Clavis chat on the right echoes the user's intent and presents a date picker and a Use Brief submission button.
Once you give Clavis enough to work with, the postcard preview fills out and a Use Brief button appears so you can hand the request to a human concierge.

What Clavis does and doesn't do

Clavis is the concierge AI that lives across the platform. In Custom Experience it can:

  • Ask clarifying questions about destination, dates, party, vibe, must-haves
  • Suggest themes or destinations if your description is broad
  • Write a structured brief on the postcard so the human concierge has everything they need

Clavis does not:

  • Quote prices
  • Confirm availability or commit to deliverables
  • Send the final itinerary

Quotes and itineraries always come from a human on the concierge team. Treat Clavis as note-taking with you, not a booking engine.

Switching to manual fill

If you'd rather skip the chat and fill a form yourself, the Fill it out by hand instead link at the bottom of the postcard switches to a step-by-step form. The same brief either way; the chat is just one path to it.

Paying for a custom experience

Custom Experience is the most flexible mode for payment. The combinations:

You haveWhat you can request
Gift card aloneAnything within the tier. Credits not required.
Mojo Credits aloneAnything within your credit balance. No gift card needed.
Card + creditsAnything within the tier, plus credits to bridge the gap if the scope exceeds the card.

If your brief implies a budget bigger than your balance, Clavis will flag it before you submit. You can either trim the brief or open a top-up without leaving the page.

Sending the brief

When the postcard has the destination, dates, travelers, mood, and occasion, the Send to concierge button activates at the bottom right of the chat.

Custom Experience with the brief ready to submit. The postcard on the left reads Anniversary in Dubai with the same hero image, location pill Dubai UAE, the funding pills 5 credits and 1,350 credits, mood tags Cultural and Food & Wine, Anniversary occasion. The Clavis chat on the right summarises the brief and shows a Send to concierge button on the bottom right.
When the postcard is complete, Send to concierge replaces the inline date and mood widgets.

After you submit

Once you tap Send to concierge:

  • The page redirects to a Track Your Request view with everything Clavis captured
  • The request appears in My Activity under Journeys
  • A confirmation lands by email
  • A human concierge usually replies within a business day with questions or a first quote
Track Your Request page after submission. Heading shows the request ID. Current Status pill reads Received with subtitle Your request has been received by our team. Request Details panel lists Destination Dubai UAE, Travel Dates 8/15/2026 - 8/17/2026, Travelers 2 people. Your Brief panel shows the special occasion Anniversary and interests Relaxation and Food & Wine. Payment panel shows Method Mojo Credits and Credits Held 2,000. Conversation thread already has Clavis's recap of the brief. Status Timeline at the bottom: Received, Request submitted.
The Track Your Request page right after submission. Status, brief, conversation, and timeline live together in one view.

For tracking the conversation after submission, see Tracking bookings.

What's next