Support: +49 (0) 234 - 91 55 6 38 Monday to Friday, 9 am to 6 pm CET
We are happy to help

You can reach us by phone Mon-Fri from 9 am to 6 pm (CET) via +49 (0) 234 - 91 55 6 38 (local tariff).

You can contact us by e-mail via the address .

You can also use our contact form.

  1. How do I find the offer I am looking for?
  2. Where do I find more information about the product?
  3. Are the entrance tickets included?
  4. How do I know if my desired booking date is still bookable?
  5. What is the difference between a public and a private activity?
  6. Am I able to book a public activity as a private activity?
  7. Am I able to get an individual deal which is designed completely for my requests?
  8. Will the activities take place even if it rains?
  9. Where is the meeting point of my tour?
  10. Is my tour guide able to pick me up at my hotel?
  11. We are on a cruise. Is it possible to be picked up at the cruise harbour?
  12. Is it possible to come to the meeting point without booking in advance?
  13. When do I have to pay the offer?
  14. Which payment methods are available?
  15. What is the service fee and why do you charge it?
  16. Why am I not able to pay at the location?
  17. Will I receive a booking confirmation?
  18. Is it possible to contact the provider directly before I book a product?
  19. I would like to give some additional information to the provider during the booking process. How am I able to do that?
  20. What will I do if I am not able to participate in an already booked activity?
  21. Who do I contact if something goes wrong?
  22. During which times is the customer service available?
  23. Will my details be treated confidentially?
  24. Will I be able to participate in an activity with an individual impairment to health?
  25. How do you ensure the quality of the offers?
  26. Is it possible to buy gift vouchers for offers?

FAQ - Frequently asked questions from customers

How do I find the offer I am looking for?

You can either enter your travel destination into the search box at the top of the rent-a-guide website, or you can search for your destination via the „Where?“-tab. You will now see all activities that are offered for this destination.

Where do I find more information about the product?

If you have found a product you are interested in, please click on the green „Info and booking“-button on the right. Now the description will appear below the offer. The description gives you all the necessary information about your deal: the kind of activity (private or public), the topic, the meeting point and which services are included and which are not (for example tickets). Moreover, you will find pictures and can read customer reviews (if existing).

Are the entrance tickets included?

If you click on the green „Info and booking“-button on the right, the description will appear. You will find out if entrance tickets are included by looking at the additional information (below the description) or the information about what is included (on the left side).

How do I know if my desired booking date is still bookable?

Please click on the green „Info and booking“-button on the left. Now the description will appear. You now click on the tab „Dates/Booking“. You will now see a calendar. You can choose the month in which you want to do the activity. Green boxes show the available dates, the grey ones the non-available dates. As soon as you chose a date, the possible starting times will appear. If your desired date is not available anymore, you can always contact the customer service of rent-a-guide. We will then send a request to the offerer, if there is a chance that a activity can be done. If the activity you choose is public, we possibly have to ask for a private activity. The price for this offer might differ from the price of the public activity.

What is the difference between a public and a private activity?

With public activities, the group consists of various participants who booked the offer independently. Public activities always take place at a certain date and time. With private activities, the group consists only of people who booked the offer collectively. These activities will only take place on the date and time you booked it.

Am I able to book a public activity as a private activity?

Yes, that is possible. Please look at the description to find out, if the public activity of your choice is also available as a private activity. For most of the public offers, we are able to request a private alternative.

Am I able to get an individual deal which is designed completely for my requests?

Individual tailored deals are offered in many cities. Via our message system you can discuss your individual needs and requests with the offerer beforehand. If you cannot find such an offer for your destination, please do not hesitate to contact the customer service of rent-a-guide. We will send a request to the providers to try and make your individual deal possible.

Will the activities take place even if it rains?

Most of the activities will take place even if it rains. If that is not the case, it will be mentioned in the additional information, which you can find below the description.

Where is the meeting point of my tour?

If you click on the green „Info and booking“ button on the right, the tour description of the tour will appear. On the left side you will now find the section „Meeting point“. If it says 'On request' you can talk to the tour guide after the booking to arrange a meeting point.

Is my tour guide able to pick me up at my hotel?

The section „Meeting point“ will show you whether a pick-up at your hotel is possible or not. With most of the private tours, it is possible to arrange an individual meeting point which, of course, can be your hotel.

We are on a cruise. Is it possible to be picked up at the cruise harbour?

Unfortunately, not all tours can start at the cruise harbour. On the left side, you can set the filter to 'Cruise excursions'. Please see also the tour title or tour description for more details about a pick-up at the harbour. Moreover, it is always possible to send a request to our guides. In some cities, for example in Rome or Bangkok, the cruise harbour is out-of-town. We would like to refer to our website www.kreuzfahrtausfluege.de where you can find tours only for cruise tourists.

Is it possible to come to the meeting point without booking in advance?

Unfortunately, this is not possible, because our providers need to know beforehand how many people will be participating during the activity.

When do I have to pay the offer?

Normally, the offer has to be paid within 10 days after the booking. If you book short-dated, it is within 3 days. On request, we can also offer cash payment.

Which payment methods are available?

There are several payment methods to pay an offer. If you book online, you can pay via PayPal, „Sofortüberweisung“, bank transfer or credit card (Visa or MasterCard). If you book by phone, you can pay via bank transfer or credit card. No matter which payment method you use, the booking is only bindingly when cashed.

What is the service fee and why do you charge it?

The service fee is a small fee which is charged so that individual payment methods are covered. Moreover, rent-a-guide offers its customers a free customer service, which you can contact with all your questions and requests as well as a feeless hotline for a local rate. The amount of the service fee depends on the price of an offer. The service fee will be charged per booking and not per person.

Why am I not able to pay at the location?

The payment of the bookings have to be done beforehand so that the offerer and the customer have a guarantee and the possibility to plan ahead.

Will I receive a booking confirmation?

As soon as the product is booked a booking confirmation will be sent to you via E-mail. Please print this confirmation and bring it to the meeting point. If you do not receive a booking confirmation within 12 hours after your booking, please have a look at your spam folder. If the booking confirmation cannot be found there as well, please contact our customer service.

Is it possible to contact the provider directly before I book a product?

Yes, that is possible. Please click on the green „Info and booking“ button on the right, so that the description will appear. Please click on the tab „Date/Booking“. There you will find the button „Contact provider“. If you click on that button you will be directed to a contact form. Please leave your questions or requests. After you send it, it will be forwarded to the provider. Moreover, you will receive the contact details of the provider after the booking (as the offerer receives your contact details).

I would like to give some additional information to the provider during the booking process. How am I able to do that?

During the booking, you will have the possibility to enter a message to the provider. Moreover, after the booking you will receive your booking confirmation which also contains the contact details of the provider.

What will I do if I am not able to participate in an already booked activity?

If you cannot participate in an activity, you have to cancel it. Please use either the cancellation link in your booking confirmation or send an email to storno@rent-a-guide.de as well as to the offerer. All deals have a cancellation deadline which is determined by the offerer. If you cancel your activity before the deadline expires, we will refund the already paid money to you. If you cancel the deal after the deadline has expired, a refund is not possible. The information about how long an activity can be cancelled for free can be found on our website in the left column of the description and/or on your booking confirmation.

Who do I contact if something goes wrong?

If something goes wrong or if you are unsure about something, you can always contact our customer service. Our business hours are from Monday to Friday, from 9.00am to 6.00pm. Our telephone number is: +49 (0)234 – 91 55 6 30.

During which times is the customer service available?

Our customer service is available from Monday to Friday from 09.00am to 06.00pm. If you do not have a short-date request (tour date not within the next 5 days), you can always write an e-mail to our customer service. The e-mail address is support@rent-a-guide.net.

Will my details be treated confidentially?

Yes, all the personal details you provide are only used for the technical administration of our website as well as for the fulfilment of your requests and needs – for example for the contact between you and the provider. For the processing of contracts, it is necessary to forward your personal details to the provider, including the details about the booked services, the reference code and the date of the booking, so that the offerer is able to consider you in the provision of the service. A passing on to other third parties only takes place if it is necessary for the processing of contracts with the offerer or if you agreed explicitly.

Will I be able to participate in an activity with an individual impairment to health?

Many activities are suitable for guests with individual health impairments or limited mobility. If an offer is suitable for wheelchair users, you will gain this information from the description (see the „Additional information“). Of course, we are also able to request an individual and private deal for you.

How do you ensure the quality of the offers?

We only cooperate with well-known and experienced providers and companies. They have to fulfill a lot of criteria, before rent-a-guide agrees to a cooperation. Moreover, we check the customer ratings on a regular basis. However, if you, against expectations, are not satisfied, we would kindly ask you to tell us so via email or by telephone and we will take care of the issue.

Is it possible to buy gift vouchers for offers?

Yes, that is possible. If you have chosen an offer, please click on the green „Info and booking“ button on the right. Below the product there will now appear a blue button saying „Give this tour as a present“. If you click on that button, you will be directed to the order form. The gift voucher can be redeemed for any offer on www.rent-a-guide.com and is valid for 3 years. If there is a remainder after the booking, it can be used for the next booking. The voucher can be printed right after the order.