Contact

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.
  • Can I simply come to the meeting point without booking in advance?
    No, a binding booking in advance is required for the provider in order to plan the tour correctly.

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.
  • Can I book by phone?
    We are happy to accept telephone bookings for payment by credit card. Please have your card ready for this.
  • How can I contact the local provider?
    In your booking confirmation you will find the direct contact details of your local provider so that you can easily contact them by phone or email.

Payments

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.
  • How long will it take for me to receive a refund to my bank account?
    A refund takes usually 5-7 business days. Credits to credit cards may vary here depending on the credit card provider.
  • How do I know if my booking has been cancelled?
    After you cancel a booking, you will receive a cancellation confirmation by e-mail. Please also check your spam folder if necessary.
  • What happens if the local operator cancels my tour?
    If your local operator has to cancel your booking, you will be notified by them or by us. If there is no suitable alternative, the amount paid will be refunded.

After booking

Do you have any questions?

Write us a message - we are there for you!
On workdays, we usually reply within 24 to 72 hours.
We would like to ask you for your patience if it takes some more time to get back to you.
Please provide all necessary information like desired date, duration and number of participants. This way, it is easier for us to find the right deal for you. Generally, providing your phone number is recommended, especially for short-term requests or if there are problems with your e-mail.

You can also reach our customer service from Monday to Friday from 9 am to 6 pm (CET) at +49 (0) 234 - 91 55 6 38 (local tarif)

Please note that our office is closed on the weekend and on public holidays.