FAQ


FREQUENTLY ASKED QUESTIONS ABOUT LIVTOUR

As a family of experienced travellers, we understand and appreciate the amount of questions and curiosities you may have about a destination or our tours. That is why we have created this page. We hope that this can give you a quick list of “know before you go” that can aid your research and appease your eagerness to be here with us. Take a look through our frequently asked questions, and if you do not find what you may be looking for, feel free to email us at info@livtours.com or take a look at our Terms & Conditions or Privacy Policy and Cancellation Policy for additional info.

GENERAL

THERE ARE SO MANY COMPANIES AROUND, WHY SHOULD I CHOOSE LIVTOURS OVER ALL OF THE OFFERING PRESENTED TO ME?
There is a wide range of tour companies, each with their own specialty and added values. LivTours started as a small family business based in Rome created to provide the highest quality of tour guiding and experiences. Our tour guides are the top in the industry, and so are all of our suppliers and vendors (just check our reviews here on Tripadvisor. However, what truly makes us different is the fact that all of our services are offered in either a semi-private tour group setting of max 6 people or completely private. This allows you, the traveler, to engage with our guides, be transported by their passion and knowledge, along with being able to actively participate into the conversation and the development of the tour. High quality service is the ultimate result. The true consequence is also a mission driving towards sustainable tourism, and in tune with our modern world, avoiding everything that could induce pollution (plastic earphones, trash, radio frequencies, etc), and have the time to let you engage with our cultural heritage and teach you how to live it, rather than exploit it.

WHERE DO YOU OPERATE YOUR TOURS?
We have over 350 tours all over Italy, Barcelona, Paris and London and are continuing to expand. Our unique business model and the quality of our services is being requested by our returning customers. Since Italy, we have felt an urgent need to export our ways.

BOOKINGS

WHY AM I HAVING PROBLEMS BOOKING ON YOUR WEBSITE?
If you are using an old version of Internet Explorer (Explorer 9 and/or before), you might have some problems proceeding with your booking. Try to either update your internet browser or try using a different one (i.e. Firefox Mozilla, Safari or Chrome). You are always welcome to call or email us and we will be happy to help you finalize the booking.

I DON’T FEEL COMFORTABLE BOOKING ONLINE. IS THERE SOMEONE I CAN CALL OR EMAIL DIRECTLY?
Of course! We are available via Skype (free!), by telephone, or email. Please feel free to contact us at any time, day or night. You can find our contact information on the Contact Page. In addition, you can fill out our question form and we will respond promptly.

MY BOOKING IS PENDING, WHAT DOES THIS MEAN?

If you are making a last minute booking, you may see a “pending” message. This means that your credit card has not been charged, that your request has been received and are diligently working in order to serve you. Confirmation will arrive within a few hours and your card will only be charged once your tour is confirmed.

It could also mean that you have booked a tour that requires logistical confirmation from our vendors, for example: Helicopter Tour over Rome; Deluxe tour of Rome; Vespa Sidecar, etc

DO YOU ACCEPT SAME-DAY LAST MINUTE BOOKINGS?
Of course, our website shows up to date availability up to 3 hrs before the starting time of the tour. In fact, tours with last minute availability may have sales running at times.

DO I NEED TO PRINT MY VOUCHER?
Absolutely not. We are determined to be as eco-sustainable as possible and no printing of paper is necessary. You can and should have the voucher available in your email or in our app for your reference, but we do not need to refer to it necessary. As long as you come with your name and your LVO number in case needed.

WHEN DO I KNOW THE DETAILS OF THE TOUR/S I BOOKED?
All specific details are sent in both the confirmation email and in the voucher. That is all the necessary information you need to be on tour at the right meeting point, the correct and expected meeting time and any other possible information needed (i.e. dress code, etc).

I NEED TO TELL YOU IMPORTANT AND RELEVANT INFORMATION ABOUT MY BOOKING, WHEN AND WHERE CAN I DO THAT?
At checkout you will find a “notes” section. Please fill that with all or any relevant information you think we need in order to assist and serve you in the best possible manner. It can be technical and logistical information (language of preference, hotel information, etc), or personal. Often times personal information allows us to pair you with a better guide to satisfy your preferences.

MY CHILD IS UNDER 3, DOES SHE PAY AND HOW DO I INSERT HER IN MY ORDER?
Children under 3 years of age do not pay and do not need to be inserted in the booking widget. As per the previous question, it is always nice to know in the “notes” section at checkout so that we can be prepared. For family tours such as our Treasure Hunts, we strongly advice you to insert that information.

ARE YOUR TOURS APPROPRIATE FOR OUR YOUNG CHILDREN?
All ages are welcome on our tours. Our super-hero-guides are able to cater and direct information to all audiences of the most diverse background and age. However, we have created entire catalogues of tours and services specifically aimed for families with children. We understand and appreciate how important it is for parents to make the most of their vacation time for the young ones and we invested a lot in creating tours that are more appropriate and catered for the younger audience. Our aim at LivTours is to create life-lasting memories for your children.

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. In the booking widget though, on private tours especially, you will be able to customize your experience with add-ons. Add-ons are to make your experience a bit more luxurious, or include curiosities and things you’ve always wanted to see. It can be more chauffuer time, or a special entry into a secret room, or a wine tour and lunch that otherwise is not included.

IS THERE ANY WAY I CAN ASK FOR A DIFFERENT STARTING TIME FOR OUR TOUR/S?
Yes, all private tours can be as flexible as they can be as long as the venues and vendors we utilize have that flexibility (opening hours, etc). Private tours in fact offer a wide variety of starting times, but in order to not create an endless series of options we may have kept out certainly time slots (half hours for example). So please feel free to request a new starting time via email to booking@livtours.com

I HAVE FOOD ALLERGIES/RESTRICTIONS, CAN I STILL DO YOUR FOOD TOURS, COOKING CLASSES OR ANY OTHER EXPERIENCE THAT INCLUDE FOOD & DRINKS?
Of course, thanks to our guaranteed semi-private tours of 6 people and/or private tours we have the ability to adapt and customize. It is in your interest to let us know as soon as you can, preferebly in the “notes” section at checkout.

POST BOOKING

WHERE IS MY VOUCHER?
Your confirmation email (receipt) and voucher are sent to the email provided at checkout. You can also find them in your account both on our website and on the LivTours app. Please make sure to check your spam box.

COULD THERE BE ANY REASON WHY LIVTOURS WOULD CANCEL MY TOUR?
We do not cancel tours. In the event of a extreme circumstances, we will always look for a solution to work around honoring our end of the agreement. Having to cancel reservations is a very rare occasion.

WHAT IF THERE IS BAD WEATHER?
All tours and experiences run rain or shine. In extreme cases of weather some experiences or parts of tour 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 you will be fully refunded if the captain or pilot does not feel it is safe to board.

I WILL BE LATE, WHAT SHOULD I DO?
Call or text the emergency number that you find on your booking voucher. We will do our best to have you join your tour and provide all the assistance we can. 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 were to miss the tour.

SEMI-PRIVATE TOURS

HOW MANY PEOPLE ARE ON THE SEMI-PRIVATE TOURS?
All of our Semi-private experiences across Europe are capped at max 6 people. This is unique in the industry and it is what makes us different from other tour operators that offer group tours.

CAN YOU GUARANTEE THAT THE GROUP SIZE WILL BE LIMITED TO 6 PEOPLE?
When you book a LivTours Semi-private tour,  you are guaranteed one tour guide per group of 6 people. There is on occasion, the rare exception of an additional traveler, in order not to split friends or families. This is not the norm, and should be considered an exception. Most importantly, it is not determined by a lack of responsibility or transparency on our side, but rather by inevitable mathematical evidence.

I AM TRAVELING WITH A GROUP OF MORE THAN 6 PEOPLE. WHAT SHOULD I DO?
Simply book our Private Tours. All of our experiences are offered in both forms. Look for the relevant private tour and you will be able to book for up to 15 people.

HOW WILL I KNOW WHAT TO LOOK FOR AT THE MEETING POINT?
Your tour guide will be holding a LivTours sign nice and visible. Additionally, on most of the tours, a representative will also be there wearing a shirt or jacket with our logo to assist with the meet & greet part of the tour and ticketing.

EXTRA SERVICES

I AM TRAVELLING ON A CRUISE, DO YOU PICK UP FROM THE PORT?
Of course! We at LivTours have actually created an entire section called Cruise Ship Tours. Half day and Full Day all-inclusive trips from all the major ports of Europe into your favorite destinations. Prices include transportation, tour guide and all entry-fees.

CAN YOU HELP ME MAKE ARRANGEMENTS TO GET TO AND FROM THE AIRPORT?
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 HOTEL PICKUP SERVICE FOR YOUR TOURS?
On the webpage of all our Private Tours you can find the pick-up option add-on for a small additional fee. If desires, when booking, simply click on it and it’ll be automatically included and added into the final cost. We recommend to mention where you are staying in the “notes” section at checkout.

I AM A SOLO TRAVELER, CAN I TAKE YOUR TOURS?
All our Private Tours can be booked for 1 persone. Most of our tours accept 1 people bookings, some unfortunately do not. This is because in order to be able to cover the costs of running the tour, we need a minimum of 2 people to guarantee the tour to run. We strongly encourage you to email us at info@livtours.com to see if there are others booked on the tour of your interest. If so, we’d happily include you in the group.

COMPANY POLICY

WHAT IS LIVITALY’S CANCELLATION POLICY?
You can read our cancellation policy here.

WHAT HAPPENS IN WEATHER CONDITIONS DO NOT ALLOW ME TO VISIT THE ITINERARY PROPOSED & SOLD TO ME BY YOUR TOUR DESCRIPTION?
Our tours run come rain or shine and we never cancel due to weather conditions. In the case of closures that our beyond our control, we do our best to give you an equivalent alternative route.

WORK WITH US

I AM A TRAVEL AGENT AND WOULD LIKE TO SEE YOUR TOURS TO MY CLIENTS, HOW DO I GO ABOUT THAT?
Great news, LivTours has an entire portal dedicated purely to our collaboration with travel agents. Sign up here and create an account. Once confirmed, you will be able to purchase all our tours in a one-stop-shop page, earn the highest commissions in the market or choose to purchase at net rate.

QUESTIONS ABOUT OUR ROME & VATICAN TOURS

WHAT IS THE VATICAN’S DRESS CODE?
The Vatican states that for both the Museums and Saint Peter’s Basilica you must have knees and shoulders covered. This means that shorts or skirts that reach your knee-line are acceptable and that you can also cover your shoulders with scarves and such.

CAN I BRING FOOD AND DRINKS INSIDE THE VATICAN?
You can bring water and simple food into the Vatican Museums. Water can be consumed everywhere. Food can only be consumed in the open spaces, not inside the galleries.

WHAT CAN’T I BRING INTO THE VATICAN?
To ensure the safety of visitors and to protect the artistic patrimony, the Vatican Museums require all knives, scissors and/or metal tools of various types to be stored in the cloakroom.

CAN I BRING A BAG WITH ME INSIDE THE VATICAN MUSEUMS?
You are allowed to enter the Vatican Museums with a bag no larger than 15.7 inches x 13.7 inches x 6 inches (40cm x 35cm x 15cm). Larger bags must be checked in. You also cannot enter with a long umbrella or camera tripod. These items must be checked in at the entrance. If you decide to check your items in, keep in mind that the tour will end at a different place from where it began about a 10 minute walk away.

WHAT DOES PRIVILEGED ENTRANCE AT THE VATICAN MUSEUMS MEAN?
Entrance for the general public to the Vatican Museum is usually preceded by long lines which snake alongside the walls of the Vatican city – many times (especially in the high tourist season or on weekends) making a 1-3 hour long wait not. LivTours has been granted privileged entrance rights to the Vatican Museums not only as a long lasting 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

WHAT CAN I AND CAN’T I BRING INTO THE COLOSSEUM?
You cannot bring large backpacks, camping gear, bulky bags, suitcases or trolleys, a pocket knife, glass containers and similar items. You will be going through a mandatory metal detector where all bags are checked to ensure that Colosseum policy is enforced.

IS THERE A LOT OF WALKING ON THE COLOSSEUM TOUR?
Yes. The Colosseum consists of several tiers and steep steps. It involved a good amount of walking and is not a sedentary tour.

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 included a drawing portion but your guide will walk you through technique and give you some expert pointers on what it was like for the great artists of Renaissance past. You are not expected to be skilled in drawing. All levels are welcomed.

DO YOU SKIP THE LINE TO THE ACCADEMIA IN FLORENCE OR UFFIZI GALLERY IN FLORENCE?
Yes. You sure do. LivItaly Tours knows how important a traveler’s time is which is why our Accademia Tours and Uffizi Gallery are designed to give you direct access to the museums. So now waiting on ticket lines.

IS THERE A LOT OF WALKING TO DO IN FLORENCE? Our Florence Walking Tour is about 2kms long and the Uffizi Galleries are very extensive Museums. Be ready to wear comfortable shoes.

QUESTIONS ABOUT OUR VENICE TOURS

DO YOU SKIP THE LINE AT SAINT MARK’S BASILICA OR 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.