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F.A.Q.

Frequently Asked Questions

What is your cancellation policy?

Exploro Tours accepts the following credit cards: Mastercard, Visa, and American Express

Full payment by credit card is required to make a reservation. Payment will be listed as “Exploro”  on the credit card statement.

For customized tours, payment can be made through bank transfer by contacting the Exploro Tours Customer Care team.

Due to the Covid-19 outbreak, Exploro is now offering credit vouchers, instead of refunds, for customers traveling to Italy after April 3rd, 2020.

Exploro Tours does not charge a fee to change the dates or times of an existing booking if a request is received through our Customer Care team at least 5 days ahead of your confirmed tour date, but the tickets are not refundable as they’re nominative and cannot be modified so these will need to be re-billed. Furthermore while Exploro Tours will attempt to honor your request, we cannot guarantee date/time change requests as all requests and amendments are subject to availability.

Sightseeing Tours canceled without prior notice are subject to a cancellation fee according to the following scale:

Small Group tours:

  • In case of cancellation until 72 hours from the first tour a voucher will be provided to reschedule it up to 3 years with no additional charge minus the price of the tickets, but no refund will be made. Less than 72 hours, you will not be entitled for a refund, nor for the voucher. The ticket amount is not refundable from the moment of the confirmation.

Private tours:

  • In case of cancellation until 72 hours from the first tour a voucher will be provided to reschedule it up to 3 years with no additional charge minus the price of the tickets, but no refund will be made. Less than 72 hours, you will not be entitled for a refund, nor for the voucher. The ticket amount is not refundable from the moment of the confirmation.

    Furthermore:
  • No show 100% charge
  • All above-mentioned cancellation policies are valid only for tours listed on the Exploro website.
  • Cancellations must be communicated via e-mail at explorotours@gmail.com
  • No partial refunds are available once a tour has commenced.

Exclusive Early Bird Vatican:

  • In case of cancellation up to 72 hours, a voucher could be provided for you to reschedule for up to three years with no additional charge but no refund will be made. The voucher will not include the special access and the tickets: € 600,00 for the first two people and € 60,00 for each additional person. Under 72 hours, you will not be entitled to a refund, nor for the voucher. 

VOUCHERS:

You will receive an Exploro Tours voucher for each tour booked. You must provide the original, authentic Exploro Tours voucher at the start of your tour.

All vouchers issued have a term validity of three (3) years from the date of issuance unless otherwise specified. This means that any voucher provided by Exploro Tours SRLS will remain valid for redemption within this three-year period.

Upon the expiration of the three-year validity term, the voucher will be considered null and void, and no further claims or requests for redemption will be entertained. It is the responsibility of the voucher holder to ensure that the voucher is redeemed within the designated validity period.

We reserve the right to modify or terminate this voucher validity clause at any time, with or without prior notice. In such cases, any vouchers issued prior to the modification or termination will continue to be governed by the original validity terms stated at the time of issuance.

By accepting and using the voucher, the recipient acknowledges and agrees to abide by these terms of use, including the validity period specified herein.

Do you have reduced rates for children?

We do offer reduced rates for children on all of our tours, although the amount varies from tour to tour. On the booking page you will notice both prices for “Adults” and “Children”.

Is your website safe for online payments?

Our website is completely safe and protected. You shouldn’t encounter any problems when paying online.

Do I need to call and confirm my tour?

If you have booked online through our website and have received a confirmation email with voucher, there is no need to call and confirm. You should just ensure you are at the meeting point on time. Meeting points and times are specified on the vouchers.

Do I really need to print my confirmation letter/voucher?

We recommend you to print your confirmation letter/voucher and to show it to your tour guide as soon as you meet in order to accelerate the registration procedure. However, having your confirmation letter/voucher isn’t required to join the group, our tour guide will have your name anyway.

What languages are your tours in?

Our Small Group Tours are all in English and our Private Tours can offer up to 8 different languages: English, Italian, Spanish, French, Russian, Portuguese, Chinese, German.

How will I recognize my tour guide?

Either your tour guide or a tour operator assistant will be waiting at the tour meeting point at least 10 minutes before your tour start time. They will hold a sign with the name “Exploro Tours” written on it.

What happens if I’m running late to my tour?

Please note that we ask all guests to arrive at the tour meeting point at least 10 minutes before the scheduled start time of their tour. If you have difficulty finding the meeting point or are delayed along the way, please call any of the numbers listed in the “Contact” section of the website or in your confirmation letter. Guests arriving after tour departure cannot be accommodated and missed tours cannot be refunded.

How far in advance should I book my tour?

For our most popular or exclusive tours; such as: the Vatican museums, Colosseum tours, Borghese gallery, food tours and Florence walking tours; we recommend booking as soon as possible. Even 2 weeks in advance. Other less popular services can be usually booked 5 to 7 days in advance; You can be lucky and even find some last minute tours on the same day!

Do you accept last-minute bookings?

Of course we do! But only if there is any space left in the small group tours of maximum 10 people. Please check our website for availability first. If you can’t find what you’re looking for, there is a chance that it’s sold out. In that case we can still take bookings over the phone, so call us on one of the contact numbers or send us an email and we will do our best to welcome you on the tour.

Should I tip my guide?

Please note, gratuities are NOT included in the tour price. It is customary to tip tour guides, drivers and tour operator assistants a minimum of 10% if you are pleased with the service your receive. Tips must be made in cash and cannot be charged via credit card. However, they are not obligatory and we won’t hold it against you if you don’t tip – nor will your tour guide.

What payment methods do you accept?

All payment must be made either by credit card through our website’s booking system, which transmits your credit card data securely and assures you the highest level of protection. If you decide to request a custom made tour, the payment must be made by bank transfer or through credit card authorization form and a 50% deposit is required to secure the booking.

Can I take your tours if I require a wheelchair route?

Unfortunately we are unable to accommodate wheelchairs on our small group tours due to the fact that in most of the sites and museums, wheelchair users are required to follow a different route not accessible to those not in wheelchairs. In most cases, we can serve wheelchair users only on private tours so your tour guide can adapt the route to their particular requirements.

I am traveling with a small child: can I bring a stroller with me?

Not on all tours. Please get in touch with our team before bringing a stroller on your tour. Some sites will not allow you to bring a stroller inside.

It’s raining, is my tour still running?

Yes! Our tours operate also during rainy days. Please remember to bring a small umbrella if possible since you won’t be allowed inside some museums with large umbrellas. On some rare occasions, when the weather is particularly hostile, some outdoor sites may be closed (Colosseum in case of flooding). On these occasions we will reschedule your tour or offer an alternative one.

What’s the difference between a “small group tour” and a “private tour”?

In the small group tour you and your party will join a group of other travelers from different backgrounds and a single tour guide. Since our goal is to offer you an exclusive service, our groups are formed by maximum 10 people even though the usual number is 6-8 people groups. In the private tour, you’ll have your own tour guide and/or private car if you wish, nobody else will be joining your tour and you’ll be able to spend your time at your own pace. You’ll be granted a VIP treatment!

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