FREQUENTLY ASKED QUESTIONS
Get fast and clear answers to your main questions
What is the cancellation policy?
Any type of tickets cannot be modified
Modification of tour/service dates and starting times are subject to availability
** 2 days prior to first service date: Free Cancellation on guide and private vehicle with chauffeur. Any type of entrance tickets have no refund. ** Please note special policy for specific cities
** Less than 2 days prior to first service date: No Refund. Payment of 100% **
**** NO REFUND IN ANY CASE OF MODIFICATION, OR CANCELLATION on any Entrance fees, Flamenco Show, Train Tickets or any type of tickets or ANY fees associated for their above purchase
*This cancellation policy is our standard cancellation policy, some cities have different policies, please ask our agents for your specific cancellation policy. Alhambra tickets and tour are always NON-Refundable.*
How do I cancel my booking?
If it is inside the cancellation policy and no entrance tickets or any type of tickets are involved, you can cancel your booking free of charge. If not, the booking can be cancelled but might have some cancellation fees and charges.
I have cancelled/changed my reservation, how long will it take to see a refund on my credit card?
If it is inside the cancellation policy, the refund can take up to 10 days to be viewed on your credit card.
I have made a reservation for several tours and/or transfers. Can I cancel one specific tour?
Of course, to receive the full refund, the cancellation must be done 48 hours before the first contracted service.
Can I customize a tour on your website?
Yes, of course. All you have to do is email us at email@example.com and let us know your specific desires and needs and we will arrange a perfect private experience for you.
How do I choose the best tour/activity?
Let us guide you to the best possible experience for your private tour. Give us the main details and we will arrange the perfect experience.
Will my guide speak my language?
We have private official tour guides that speaks many languages. We need to know this at the time of the petition of the tours to check the exact availability in the desired language.
What is Guardian Angel Service?
Guardian Angel Service is a service where we are at your disposition 24/7 during your time for your experience and we can help you in anything you might need.
Are the tours wheelchair accesible?
If the wheelchair is foldable, it can fit comfortably in the trunk of our luxury vehicles. If you need us to arrange a wheelchair, we can do so with a supplement.
Do you have wifi in the vehicles?
Upon request we can arrange in almost any location wifi in the vehicles. It will also depend on the vehicle type.
Are the guides official and licensed?
All our tour guides are official guides and they all have their corresponding licenses. They have passed specific exams to be an official tour guide in each and every city.
Are the vehicles official?
All our vehicles are official vehicles that have all the corresponding licenses to operate in each and every market.
Do you have insurance?
We have a public liability insurance of 1.000.000€
Can I request activities in cities or countries that are not listed on the web?
Of course, we can organize tours or transfers in any city or country in the world under request.
Can you organize excursions from each port where my Cruise Ship arrives?
Of course, it is only necessary that you inform us of all the stops that your cruise will do, with the exact date and time that they will be at each cruise terminal.
Can I perform tours on holidays such as Christmas or New Year?
Yes, of course it is possible, but you must take into account that in case you want to visit a monument or museum it is possible that those days it is closed or with reduced schedule.
Can I get a discount if I book more tours with you?
Please contact us at firstname.lastname@example.org and get informed if more than 3-4 tours are purchased you may be eligible to a discount.
Can I buy an activity for another person?
Yes, of course you can purchase an activity as a gift or on behalf of other people if you have the intended details.
Can I pay for my booking with multiple credit cards?
Yes, let us know at the time of booking and we will send you different invoices to pay with different credit cards.
Is my credit card safe?
Yes, once we send you the invoice you can pay securely online or over the phone. It is a secure server and we don’t store your credit card details. You are completely safe.
Do you store my credit card information in your system?
No, we don’t store your credit card details. For future bookings we will need to start the booking process again.
What type of credit cards are accepted?
We accept most types of credit cards including American Express, Visa, MasterCard…
Can I pay my reservation in two times?
Of course, you must pay a percentage of the tour at the time of booking and then a final payment 15 days prior to the start day of the tour.
Is it possible to make a reservation and pay it the day of the tour?
Currently it is necessary that the activity is fully paid at least 15 days before the day of the tour.
Hotel Pickup / Dropoff
If it is included in the tour description and details, we can arrange hotel pick up and drop off.
Shore Ex / Cruise Ship Tours
We can pick you up and drop you off in the respective Cruise Terminal.
I will have luggage with me on the day of the tour. What are my options?
If the tour includes private vehicle, you can keep the luggage inside the vehicle. The driver doesn’t leave the vehicle unattended.
Does the tour operator provide child seats?
Please inform us in advance the age of your child to be able to offer you a child seat the day of the tour.
After I make a booking, how long will I wait to receive my voucher?
The confirmation voucher is sent in less than 12 hours or we contact you in that time.
Do I have to print my voucher or can I simply show an electronic version on my mobile device?
No, you don’t have to print the voucher, an electronic version is more than perfect!
How can I specify any special requests/needs?
Give us your special requests or requirements at the time of booking. We will do as much as possible to arrange your exact needs.
What number should I contact if I have any questions about my tour?
In Europe and Asia; You can contact us at +34 622 657 785. Via call, iMessage, Telegram or whatsapp. We are at your disposal 24/7.
In America; You can contact us at +1 (352) 458-4954. Via call, Telegram or whatsapp. We are at your disposal 24/7.
How do I make changes to my booking?
Contact us at email@example.com and let us know the changes you would like to make. If the changes are possible and it can be done we can arrange it. Sometimes changes cannot be made. If entrance tickets are included, changes might entail an extra cost.