FREQUENTLY ASKED QUESTIONS
Our team at LivTours has put their heads together to come up with a list of the questions we answer most frequently to help you get the information you want quickly. Can’t find what you need? Drop us an email at info@livtours.com or check out at our Terms & Conditions or Privacy Policy and Cancellation Policy for more detailed answers.
GENERAL
There are so many tour companies out there. Why should I choose LivTours?
The question isn’t which company has the best tour – tours may be quite similar on paper – the question is which tour is best for you. What really makes LivTours different is the size of our groups. You’ll find lots of tours for more than 25 people, you’ll find small group tours for 15-25 people, but only LivTours has semi-private tours of maximum 6 people. If you are someone who doesn’t want to be in a large group with a radio round their neck, who wants to be able to ask questions and engage with your guide, then we could be the right fit for you.
Also, we craft our experiences based on the unique qualities of the locations where we run tours. You won’t find “cookie cutter” tours with us. Rather, we create itineraries that are designed to champion the unique characteristics of a destination.
Want to know what traveling with us is like? Just take a look at what our guests have said about traveling with us on Tripadvisor.
Where do you operate tours?
We have over 350 tours across Europe: Italy, Spain, France, England, and Austria and are continuing to expand to the places our clients tell us they want to visit.
BOOKINGS
I’m trying to book through your website, but it isn’t working. What’s going on?
If you are using an old version of Internet Explorer (Explorer 9 and/or before), you might have some problems proceeding with your booking. Either update your internet browser or try using a different one (i.e. Firefox Mozilla, Safari or Chrome) and you are always welcome to call or email us to finalize your booking for you
I’d like to speak to a human before booking, what’s the best way to do this?
You can call us on Skype or by phone 24/7. If you’d rather write, you can email, or chat with us via the chatbot at the bottom of each page on our site. You can find all our contact information on the Contact Page.
My booking hasn’t been confirmed yet, the system says it’s ‘pending’. What’s that about?
This can happen on bespoke, VIP experiences, like the Helicopter Tour over Rome, which we need to confirm with an external supplier, and sometimes on last-minute bookings. If you see a “pending” message, this means that your credit card has not been charged but we’ve received your request and we are working on it. You should receive the confirmation within a few hours and your card will only be charged once your tour is confirmed.
Can I book with LivTours at the last minute?
Of course! For semi-private tours, you’ll find up-to-date availability up to 3 hrs before the start time of the tour. If you can’t see what you want, or are looking for a private tour, contact our customer service team and find out when the next available tour is.
VOUCHERS
Do I need to print my LivTours voucher?
No, and we encourage you not to waste paper unnecessarily! Instead, download our app and you’ll be able to find your booking voucher there. On the day of the tour your guide will only ask you for your name and your LVO number so just make sure you’ve got that handy.
Where can I find the details of the tours I’ve booked?
In the confirmation email and on your voucher. Just read through the email to find details of the meeting point, meeting time, dress code, etc. Any doubts? Don’t hesitate to call us for clarification on +39 335 156 96 42.
You can also access all your bookings details and meeting points directly through the FREE LivTours travel app. Simply enter your unique booking token, which you can find in your booking confirmation email, to have everything at your fingertips. You’ll also have access to our curated list of the very best restaurants, not-to-be-missed sites, shopping locations, and VR reconstructions, found all within the app.
Where can I get the LivTours app?
You can download the app for free at Apple Store (iOS) or Google Play (Android).
There’s something I need to tell you about my booking, how can I do this?
At the checkout you will find a “notes” section where you can add any information you think we need to assist you. It can be technical and logistical information (language of preference, hotel information, etc), or personal.
PRICING
Do children have to pay?
Children under 3 years of age do not pay but in some cases they need to be included when you book so that we can assign them (free) tickets. If the booking widget requires children’s ages, please provide them! Even if you are booking an “unticketed” tour – ie, a tour that does not require a ticket from a 3rd party venue or site, we’d appreciate it if you told us that they are coming in the “notes” section at checkout so that we can be prepared. For family tours, we’d love to hear more about your kids, their ages and interests before you arrive.
Are your tours appropriate for young children?
As a family with young kids ourselves, we want every member of your family to feel welcome on our tours. Our superhero guides are able to cater to and direct information to all audiences and ages and we have also created growing catalogues of tours specifically for families with young children, which you can find here.
Are prices all-inclusive?
Yes, always! When we describe a service to you, the description is always all-inclusive of tickets, transportation, wine tastings, and so forth. Semi-private tours have a fixed rate but you can customize your private tour with optional extras during the booking process.
Do we need to carry ID on tours?
You should always carry ID with you. Many of our tours, especially to major sites and museums require IDs for everyone entering – even very young children. If you have booked children or student tickets, they must have proof of age with them when entering the sites.
TIPPING YOUR GUIDE
Should I tip my guide?
If you had a great tour, tipping is an appropriate way to show your appreciation. How much you tip is entirely up to you. If you would like some guidelines, travelers who are pleased with their tours and their guides tip anywhere from 10 euros per person to 10-15% of the value of the tour.
POTENTIAL ISSUES
Are your tours accessible?
Many cities and sites included in LivTours itineraries are historic and are not always optimised for accessibility. However, our aim is to provide as much access as is possible, and our team is keen to find creative ways to allow everyone the ability to experience their travel dreams whenever it is safe to do so.
Because of site limitations, optimising a tour for accessibility often requires customised routes, timings and transportation which means that if you are looking for an accessible tour, we highly recommend you select a private tour and inform our operational staff of any special requirements or unique needs so we can properly prepare for your visit.
Can we ask for a different start time for our tour?
While semi-private tours have scheduled departures, private tours can be customized to suit your needs. If you are looking for maximum flexibility, then a private tour is the best option for you.
I have food allergies/dietary restrictions, can I still do your food tours, cooking classes or other experiences that include food & drinks?
In most cases we can adapt our tours and experiences to cater for your needs, but for your safety and to ensure you get the best experience possible, please contact our customer service team before booking.
POST BOOKING
Where is my voucher?
We will send your confirmation email (receipt) and voucher to the email you provide at checkout. If you haven’t received it within a few minutes of the confirmation, check your spam folder. You can also find your vouchers by logging into your account on our website or via the LivTours app.
How do I add my booking to the LivTours app?
- Open the LivTours app (download from the Apple iOS or the Google Play Android app store)
- Click on “Trips” (lower right-hand corner)
- Click on “Insert mobile token”
- Enter the Mobile Token that appears on the Voucher email sent to you from LivTours when you purchased your tour(s).
Do tours sometimes get canceled?
Once you have booked, we do not cancel tours. In the event of extreme circumstances, such as bad weather or unexpected site closure, we will always look for a solution to work around honoring our end of the agreement.
Do tours get postponed for bad weather?
All tours and experiences run rain or shine. In cases of extreme weather some experiences, or parts of tours, may not take place. Our guides will honor the cost of the tour paid by making up for the time lost. Only in the case of the Helicopter Tour and our Boat Tours will you be fully refunded if the captain or pilot does not feel it is safe to board.
I’m running late. What should I do?
Call or text the emergency number on your booking voucher and we will do our best to help you join your tour. Please make sure to also take pictures and document the reason why you are late (traffic, strike, public demonstration) as they can be useful documents to redeem your full refund if you do miss the tour.
SEMI-PRIVATE TOURS
How many people are on a semi-private tour?
All our semi-private experiences have a limit of maximum 6 people – this is unique in the industry and it is what makes us different from other tour operators that offer group tours.
Do you guarantee the group is limited to 6 people?
Yes! The only time there might be 7 people on a tour is when we are faced with otherwise having to split up a family across different groups, but this is an extremely rare occurrence.
I am traveling with more than 6 people, can I still take a tour?
Sure you can! You can do this by booking a private tour and selecting the number of people in your group. There is a private version of all our semi-private tours and these are suitable for up to 15 people.
How will I find my guide?
Your tour guide will be holding a clearly visible LivTours sign at the meeting point. Additionally, on most of the tours, a LivTours greeter will be there wearing a shirt or jacket with our logo to assist you
EXTRA SERVICES
I am traveling on a cruise. Do you pick up from the port?
Yes, we do! Choose from our selection of specially designed Shore Excursions which all include pick up from the port.
Do you offer airport transfers?
Absolutely! If you are planning to reserve one of our tours, we will be happy to help you with your airport shuttle reservations as well. Have a look at our Transfers Page for more info.
Do you offer a hotel pick-up service for your tours?
You can add a hotel pick-up to any private tour for a small additional fee at the time of booking. Don’t forget to tell us which hotel you’re staying at in the notes!
I’m traveling alone, can I take your tours?
Semi-private tours will run with a minimum of 2 people, so as long as there are other people interested in that tour, you’ll be able to book online. If you have any problems buying the tour you want via the website, contact our customer service team and they will help you find the best solution.
COMPANY POLICY
What is LivTours’ cancellation policy?
You can read our cancellation policy here.
TRAVEL AGENTS
I am a travel agent and would like to sell your tours to my clients. How can we make this happen?
LivTours has a dedicated portal for travel agents. Sign up here and create an account. Once confirmed, you can purchase any of our tours and services through the portal, earn the highest commissions in the market or choose to purchase at net rate.
QUESTIONS ABOUT OUR ROME & VATICAN TOURS
What is the Vatican dress code?
In the Vatican Museums and Saint Peter’s Basilica you must have knees and shoulders covered. If you are wearing shorts or a skirt, make sure they reach your knees and if you are wearing anything sleeveless, bring a scarf or cardigan to cover your shoulders.
Can I bring food and drinks inside the Vatican?
Yes, unlike other museums, you can bring water and simple food into the Vatican Museums. You can drink water throughout the museums, but you can only eat outside in the courtyards.
Do I need an ID to enter Vatican Museums?
Yes. Everyone in your group, regardless of age, needs a government issued ID to enter the Vatican Museums.
What does privileged entrance at the Vatican Museums mean?
In high season, crowds stand in line against the walls of Vatican City often waiting over an hour to get to the front. LivTours has been granted privileged entrance rights to the Vatican Museums not only as a long-term tour operator client, but also thanks to our Silver Level Collaboration towards funding major restoration projects. This means that we have daily, specially reserved VIP slots so that our guests can avoid the long queues.
COLOSSEUM
Are there restrictions on what I can take into the Colosseum?
You cannot bring large backpacks, camping gear, bulky bags, suitcases or trolleys, a pocket knife, glass containers and similar items. You have to go through a metal detector at the entrance and all bags are scanned.
Is there a lot of walking on the Colosseum tour?
Yes, there is. The Colosseum consists of several tiers and steep steps, but there is an elevator up to the first tier. You will be walking at a leisurely pace throughout the tour and your guide will give you the chance to sit down in the Forum.
Is there a skip-the-line entrance at the Colosseum?
When booking a tour with LivTours, you will never have to worry about standing in line. Our prices always includes entry tickets with skip-the-line access.
QUESTIONS ABOUT OUR FLORENCE TOURS
I don’t draw well. Can I still take the Florence drawing class?
Yes, you can. The tour includes a drawing portion but your guide will walk you through the technique and give you some expert pointers on what it was like for the great artists of Renaissance past. You don’t need to be skilled in drawing – all levels are welcome.
Do you skip the line to the Accademia and Uffizi Gallery?
Sure we do! LivItaly Tours knows how important your vacation time is so we arrange all your tickets before your tour.
QUESTIONS ABOUT OUR VENICE TOURS
Do you skip the line at St. Mark’s Basilica or the Doge’s Palace in Venice?
Yes we do. LivTours purchases skip-the-line access tickets into the Basilica. Such tickets are not available between November 1st and March 31st, however, there are no lines to enter the Basilica during low season.
