Question 1

How do I book a tour on the website ?

Accepted Answer

It is very easy.
Just choose your destination (or port of call if you are on a cruise ) from the dropboxes on home page (country and destination) and make your choice from the offered tours. You can access the details by pressing or clicking on "View more" . Once you have found your unforgettable excursion press or click on "Book Now" and follow the booking process. If you have any question just press "send a message to your guide". Guides usually answer within 24/48 hours.
If you'd like to plan a tailor-made tour, click on "tailor-made tours" in the main menu at the top of the page, or fill in the form under standard tours, and we'll send you a personalized quote.

Question 2

How do I contact a guide

Accepted Answer

You can only contact the guide by email via our system so that all questions and answers are recorded. In this way we will be informed of agreements made with the guide. This will avoid any further possible dispute.
Once the tour booking is confirmed you will receive a confirmation where the guide's phone number will appear. This number is for emergency purposes only (problems with meeting the guide at agreed location for example).
To contact your guide, just press or click the "contact a guide" buttons. You will find them on relevant pages.
Then just ask your guide what you need to know or express your wishes.
Our guides generally answer within 24/48 hours. You can then chat with the guide until the excursion matches your wishes.
You can also contact us and we will forward your questions to the guides.

Question 3

What if I can't find a tour that fits me?

Accepted Answer

No worries! All our tours are fully customizable. Just click "send a message to your guide" and let them know what changes you'd like. You can also create your own tour by clicking "Tailor-made tours" in the top menu and filling out the form. Our guides usually respond within 24/48 hours. You can then chat with the guide to build your perfect tour together. Once everything is set, we'll send you a payment link for credit card or PayPal.

Question 4

What should I do if the guide does not answer my questions?

Accepted Answer

Our guides are committed to answer your questions within 24/48 hours. However in high season period when guides are very busy it may take a little longer.
You can contact us and our customer support will make sure that your guide has received your inquiry and will assist so that your guide answers your questions as soon as possible.

Question 5

How do we set our tour prices?

Accepted Answer

Our tour prices are usually for the whole group, not per person! This means the price stays the same up to the maximum number of people listed on the tour page. If admission tickets or a larger vehicle are needed, the price may adjust when you select the number of participants. Check out the "What's included" and "What's not included" sections, and the guide's comments on the tour page. Need help? Contact our friendly customer support!

Question 6

What means of payment can I use?

Accepted Answer

We accept the following payment methods:
Visa, Master Card, American Express, Discover Cards.
Please note that It is not possible to pay the guide services in cash.
Entrance tickets and other optional expenses such as meals can be paid directly to the guide in cash on the day of service.

Question 7

Are my Payments safe and secured when booking on the website?

Accepted Answer

We use SSL secure shopping payment process which guarantees a very high level of security.
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Question 8

When and how do I receive my booking confirmation?

Accepted Answer

As soon as the booking payment process is validated, you will receive a pre-confirmation within a few minutes.
Your guide will then confirm availlability for the requested date and you will then receive the booking confirmation within 24/48 hours.
Depending on the organization of the excursion you may be required to provide some additional information such as the age of the participants for example.
Then, approximately 2 weeks before the date of the excursion, you will receive your voucher containing all the information you need about your tour:
- Reservation number,
- Reference of the excursion,
- Total price paid,
- Number of participants,
- Time and place of meeting,
- If you are on a cruise: Cruise company and ship names,
- Duration of the excursion,
- What is included and what is not,
- Contact details of your guide with mobile phone number in case of emergency

Question 9

Some details on the booking confirmation need to be corrected. What should I do?

Accepted Answer

Please contact customer support first and as soon as possible.
In most cases we will be able to make the necessary corrections without the guides confirmation.
If the correction involves the number of participants, date of service or tour price we will probably need the guide's agreement. We will then come back to you as soon as possible.

Question 10

Can I cancel a booked tour?

Accepted Answer

You can cancel your reservation up to 7 calendar days before the scheduled date of the excursion.
This is why we recommend that you book your tours as early as possible to make sure that your guide will be available.
Please read our cancellation policy (https://www.shoretoursguides.com/cancellation-policy)for full details.

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