Frequently Asked Questions
Before booking
How do I find the offer I'm looking for?
In our search bar 'Where are you going?' you can simply enter your desired city or attraction. If the Tour ID of your desired offer is already known, it can also be entered in the field. As soon as you have found your desired destination, all suitable offers will be listed. Using the filter options on the left, you can already specify your search and narrow down the offers. For example, if you select the 'Walking tours' tab under the activities, you will specifically be offered tours by foot.
My desired date is highlighted in orange in the calendar. What does this mean?
Appointments with an orange background cannot be booked directly and must first be requested at the local provider. To do this, click on the desired date and enter the required data in the form. The provider will then inform you whether the relevant appointment is available.
Can I also contact the local provider before I book?
To contact the local provider before making a booking, simply click on the white "Questions?" button directly below the pink "Check availability l book" button on the relevant offer page. If you are unsure about the description, the meeting point or other factors, you can ask the provider in advance.
How do I plan an individual tour?
If the listed offers deviate strongly from your ideas regarding the course of events, you can request an individual tour. Depending on the provider, it is possible to design your own tour. You can either contact the provider via an existing offer or go directly to the list of individual tour guides on site. You will find the list of providers listed under the filter options in blue script. Open it and browse through the short descriptions of the providers in order to contact one or more of them with your request. Please note that some offers such as pure entry admission tickets cannot be changed individually.
Booking
How do I find out the availability and price of the activity?
First click on the button "Check availability l book" on the offer page. Then check the availability by clicking on the "Date" field. All immediately bookable dates are highlighted in green in the calendar. After selecting the desired date, the available start times will be displayed. In the last step you select the number of participants. You will then see the total price below the number of participants.
What is included in my booking?
You can see all in the price included services on the offer page. All included services are marked with a green checkmark in the section "Included in price", while services not included are marked with a red cross.
Is the price per group or person?
The price depends on the service you choose. On the relevant offer page you can see above the button "Check availability l book" whether it is a "per person" or "tour" price.
How do I know if my booking is confirmed?
When your booking is confirmed, you will receive an email confirmation shortly after your booking with a full description of the activity you have chosen and the contact details of the local provider. If you do not receive a booking confirmation after booking, please contact us.
Payments
How can I pay for my booking?
You can safely pay by credit card, AmazonPay, Paypal, Klarna or by invoice. Please understand that payment by Paypal or invoice is only possible for selected offers.
Can I pay cash?
Cash payments are only possible for selected offers and with the agreement of the local provider. If cash payment is possible for the offer you have selected, this option will be displayed in the "Payment method" step.
Cancellation
What are the cancellation conditions?
The cancellation condition of your booked product is highlighted in the offer. Please note that the conditions vary depending on the offer. Once the cancellation period has expired, the booking cannot be changed or refunded. Some offers have no cancellation period and cannot be changed or cancelled immediately upon booking. Please read the terms and conditions before making a booking.
Can I cancel my booking and how do I do that?
Cancellations of cancellable products are possible via the cancellation link provided in the booking confirmation. Please note the valid cancellation conditions.
Can I cancel individual participants?
Individual participants can be cancelled during the respective cancellation periods. Please contact storno@rent-a-guide.de for more information.
Will I get a refund after I cancel my booking?
If your booking can be cancelled free of charge before the cancellation deadline there will be no fees and you will be refunded the amount paid. If a free cancellation is not possible or if the cancellation period has expired, the total amount of the booking must be paid if you cancel.
I get an error code when trying to complete my booking and my credit card has been declined, what should I do?
Please check again if you have entered your details correctly and try again. If you still have problems with your payment, please contact us by phone or e-mail. We will be happy to help you.
After booking
Where do I find the meeting point like the address, etc.?
You will find all information about the meeting point in your booking confirmation.
How can I arrange a pick-up or an individual meeting place?
Please contact the local provider directly. You will find the contact details in your booking confirmation.
Can I change the booking date and/or time?
Depending on the offer, the date/time can be changed after consultation with the local provider. Please contact us at service@rent-a-guide.de, we will be happy to request a rebooking for you if the product permits a subsequent change.
I will be late for the meeting point. What should I do?
If you are late or cannot find the meeting point, please contact the local provider using the contact details listed in your booking confirmation.
How can I leave a rating?
Approximately one week after the start of the tour you will receive an email from us, giving you the opportunity to share your experiences with us. If you are not satisfied with the product you have booked, or if there are any problems on site, please contact our customer service department at service@rent-a-guide.de