Where is the exact meeting point for my activity?
The meeting point of each activity is detailed on the activity page of our website and in the confirmation email you receive once you have booked. If you wish for more information or cannot find the meeting point on the map, please contact the local organizer once you get to the destination. The phone number is in the confirmation email you receive.
We’re going to visit other cities, where else do you have tours?
Check out all our travel guides on civitatis.com. We offer guided tours, day trips and transfers in most of these destinations, especially in Europe.
Do you have other tours or activities apart from the ones disclosed in each destination?
For some destinations, we also offer private tours that are not necessarily on our web. In any case, you can check out all our activities on Civitatis.com
Do I need to print my voucher or receipt?
Some activities require a printed voucher, others can be downloaded on your smartphone, and others don't require any type of voucher. The specifications of what you need to bring on the day of the activity is located on the activity page of our website.
Do the excursions with vehicle always include baby car seats?
Baby car seats are available in the destinations where it is legally required (in 90% of our destinations). When you book the activity, please don't forget to mention how old your child is in the comments section.
Do we visit each landmark included in the itinerary?
In the description part of the activity, we normally mention if you visit a monument or if you just admire it from outside. If it is not specified, it usually means that you'll only visit the outside of the building.
Can I buy an activity for another person?
Of course! Simply enter the person's information on the checkout page instead of your own.
In the payment section, enter your own billing information so that the transaction is successful.
How can I pay?
Our webpage offers an easy and intuitive reservation service. You can pay securely online using a credit/debit card (Visa, MasterCard) or PayPal.
You must pay online, as it is impossible to pay your guide directly or once you get to your destination.
Is my payment secure?
Yes, our online payment system is 100% secure and encrypted to protect it against fraud and unauthorized transactions. We never have access to your credit card or bank details.
We use Trustwave Trustkeeper, an internationally recognized and secure payment system to process your credit card transactions.
I think I have paid but I haven’t received a confirmation email
The payment probably didn't go through and your activity wasn't booked. Please go back to your bookings and try again. If you've seen that the payment has gone through, maybe the email address was incorrect. In this case, please contact us and we'll solve it as soon as possible.
Can I book an activity and pay once I get to the destination?
Some local organizers require their activities to be paid in advance and others just need a deposit, but it's impossible to book an activity and not pay at least a deposit.
After I make a booking, how long will I wait to receive my voucher?
Most confirmation emails (vouchers) are sent as soon as the payment transaction is made. If you don't receive it, please check your spam or junk folder. If you can't find it, please check the following:
- Check your bank account or PayPal to see if the payment has been made.
- Maybe the email address was incorrect. Please contact us and we'll help you solve it as soon as possible.
The reviews are too positive. Are they genuine?
All our reviews are written by our customers who have booked an activity on our Civitatis site. Once the activity comes to an end, you’ll receive an email in which you can send us your feedback, which we hope will have been fantastic!
Why don’t I see my review published?
Once we receive your review, we’ll check it and publish it as soon as possible.
If you need to contact us for another reason, please send us an email and we’ll be delighted to help you.
Civitatis reserves the right to remove a review for the following motives exclusively:
- If it contains obscene or discriminatory language.
- If it includes ads or links to other websites.
- If it doesn’t refer to the activity that the customer booked.
- The customer has made a mistake or wishes to edit or remove their review.
How can I give feedback about my experience?
Our raison d’être is your satisfaction. You’ll receive an email with a form you can fill out at the end of every activity. Help us improve!
Are there special rates for public workers or other collectives?
We’re sorry, we don’t make special deals for collectives. Our prices are the same for all our customers.
If I book several activities at the same time, can I get a discount?
Regrettably, we can’t offer any type of discount when you book several activities at the same time, since our prices are always as inexpensive as possible. We also work with various local organizers and each offers a different service.
Are there any special rates available for students, seniors or children?
Special rates depend on our local organizers. You’ll find the information about the prices and special rates on each activity’s webpage.
Will I get a discount if I book several tours or services?
We always try and offer the cheapest prices for each activity, so we can’t offer additional discounts if you book more than one tour.
How can I check an activity’s availability?
Once you’ve chosen an activity you like, check the availability calendar on the top left-hand corner where available dates are shown in blue.
Can a tour or activity be offered at a different date or time?
Most of our regular activities can be booked as private activities at different dates and times. Although, please note that the price is higher, especially for couples or small groups. If the price isn’t specified on our site, contact us for more information.
Can I do an activity at a different time?
Unfortunately, our activities are only available on the dates and times that are shown on the webpage. If you would like to do an activity at a different time, please send us an email at [email protected] to check if you can do it privately.
Can I book an activity during the Christmas season or during public holidays?
Most of our activities are carried out during the Christmas season and on the various public holidays, but each activity has its specific calendar. Check the availability and book as soon as possible. During peak season, activities are quickly sold out.
In what language is an activity available in?
Most of our activities include an English-speaking guide or commentary in English. Nonetheless, the language in which a specific activity is carried out is always specified in the description.
On what days do the activities take place?
On the upper left-hand corner of each activities’ webpage is an availability calendar, where the available dates are shown in blue.
Is there a minimum of people needed to book a private tour?
It shouldn’t be a problem to organize a private tour if you are a smaller group than the one published on the website. However, the price will be the same as the smallest private tour available.
What does price per group mean?
In some cities, we work with companies that only organize private tours. The price is the same for one person or for various people, since you’ll be paying for the vehicle and the guide.
Can I join a private group to take part in this activity?
Unfortunately, it is impossible to join a private tour that has already been organized, since these tours are exclusive and private.
We wish to do an activity on the same day we land. Can you collect us directly at the airport?
It depends on the destination, the activity and local organizer. Please contact us and we’ll let you know as soon as possible.
We’re a large group and there aren’t vehicles large enough for such a big group. What can we do?
If you’re traveling with a large group, please contact us and we’ll try and help you as soon as possible.
When a private tour includes hotel pick-up, can you collect us at several hotels?
It normally isn’t a problem for your guide to collect you at various hotels, except if the hotels are very far from each other. Nevertheless, please contact us before you book the activity and we will let you know as soon as possible.
Can I cancel my booking?
Each local organizer has a different cancellation policy, which is shown on the tour or activity page of our website. If you cancel your activity after the deadline and it is due to a serious cause or beyond your control, please contact us and we’ll try and find a solution.
What is the cancellation policy?
We always try and maximize the free cancellation period. Nevertheless, each activity and destination is different, so please check each activity’s cancellation policy, shown on the tour or activity page of our website.
If you cancel an activity within the “free cancellation period”, you’ll be refunded in the same way you paid. Since it is an automatic operation, it cannot be modified for security reasons.
What happens if it rains or there is bad weather?
All activities will take place throughout the year even if it rains. If the weather conditions are extreme (for example a snow storm) and the organizer cancels the tour, you’ll either be refunded immediately or be able to do the activity on another day.
Can I change the refund payment method if the activity is cancelled?
If the activity is cancelled or if you cancel it, you’ll be refunded by crediting the same payment method used to book the activity. This operation is automatic and cannot be modified for security reasons.
The reviews are too positive. Are they genuine?
All our reviews are written by customers who have booked a transfer on the Civitatis site. After the transfer service, you’ll receive an email in which you can send us your feedback.
Do you have baby car seats?
In most countries, professional transfer vehicles are not required to carry a child car seat. However, if you need one, please indicate it when you book the transfer service and we will do the utmost to provide you with a car seat. Please indicate the child’s age in the comments field.
In New York City, baby seats are not compulsory in professional transfer vehicles. Therefore, a baby seat will be charged apart. If you’re interested, please indicate so during the reservation process.
How long will the chauffeur wait for me?
Chauffeurs will wait for up to an hour after your flight has landed. If for any reason you take longer to get to the Terminal, we suggest you call the phone number indicated on your confirmation email.
Do I need to warn the local supplier if my flight is delayed?
It is not necessary. The local supplier monitors all the flights and will know when your plane lands.
How will I identify the chauffeur?
The chauffeur will be waiting for you in the Arrival Terminal with a sign with your name on it.
Can I call the chauffeur?
On the confirmation email you’ll receive, we provide you with the local supplier’s name, email and telephone number just in case you do not locate your chauffeur or if you have any problem.
Can I book a transfer service after the established deadline time?
Unfortunately, it’s impossible to book a transfer service after the established deadline time.
Can I modify my transfer service reservation?
The booking confirmation email includes a link where you can modify your reservation. Please note that we can only reschedule a transfer service according to the local supplier’s policies and availability.
I think I have paid but I haven’t received a confirmation email
The payment probably didn’t go through and your transfer service wasn’t booked. Please go back to your bookings and try again. If you’ve seen that the payment has gone through, maybe the email address was incorrect. In this case, please send us an email at [email protected] and we’ll solve it as soon as possible.
Can we book an 8-passenger-vehicle if we are 5 adults and 4 small children?
For safety and legal reasons, our local suppliers do not accept more than 8 passengers in this type of vehicle. Sorry for the inconveniences.
How much time in advance should I book the transfer?
This depends on each city. Please check the time in advance you need to book a transfer service on each destination’s website.
We are a very large group and no vehicle has enough seats
In this case, it is necessary to book two or more vehicles.
Should I pay a supplement if I have luggage?
Our prices are final and you won’t have to pay a supplement if you have luggage with you. This said, your baggage must fit in the vehicle.
Are the turnpike charges and chauffeur’s tips included in the final price?
Unlike our competitors, our prices are final and include any turnpike charge and tips, except in the United States, where passengers normally tip a chauffeur between 5 and 10 dollars per journey.
How much does a transfer service cost?
Please write your destination, type of transfer, date and time of the transfer to check the price of your transfer service.
Are the rates per person or per vehicle?
The following rates are all per vehicle.
Thanks for contacting us. Check out our FAQs here.
Thanks for contacting us. Please check out our frequently asked questions here.
What is Civitatis?
Civitatis is the leading distribution company of Spanish-speaking activities, excursions and guided tours in the world. With over 3,500 activities in 260 destinations, Civitatis was established by Alberto Gutiérrez, a young 34-year-old entrepreneur who combined his traveling experiences and his passion for internet into a model of success. Passionate, ambitious and extremely focused on providing the company’s customers with the best experiences, Civitatis has grown rapidly since it was founded in 2008. Last year, in 2017, it had over 900,000 satisfied customers.
Our strong suit is that we hand pick the best service suppliers around the world. Working with Civitiatis is not easy! As would be expected, we offer 24-hour customer service, and we help customers from the initial planning until the end of their trip.
In addition to Civitatis.com, our flagship, we also have very popular world travel guides in English. Some examples are londoncitybreak.com, introducingparis.com and rome.net.
Can you help me plan a trip?
Our company is specialized in providing independent activities and tours. We receive hundreds of emails a day and it is impossible for us to send you a fixed itinerary depending on your needs or give you specific advice.
Can you send me a brochure?
Unfortunately, we don’t have a brochure or written information to send you. Our company isn’t a Tourism Organism nor does it represent any specific destination.
Can I call to book a service?
Civitatis counts with a booking online platform with an intuitive process for all reservations and modifications exclusively. Please send us an email at [email protected] if you have questions, our rapidity in answering you will surprise you.
Do you have a telephone number to contact you?
Of course! Our customer service hours of operation are Monday to Friday from 8:00 to 22:00 (CET). The phone numbers are:
Spain: +34 518 900 112
Mexico: +52 55 4163 9191
U.S.: +1 (844) 900-0503
Peru: +51 1 7052 214
Does Civitatis have an affiliation program? Can I join?
Of course you can join! Currently there are over 100 blogs and travel websites that have joined our affiliation program with very good results. In this link you’ll find all the necessary information about our affiliation program. If you’re interested, fill out the form and in less than 24 hours we will analyze your petition and register you.
How can I access my supplier panel?
You can access your supplier panel in the following link.
If you don’t access to the panel, it might be for one of the following reasons:
- You’ve forgotten your password.
- You haven’t been registered as one of our suppliers yet.
En both cases, please write us an email at [email protected] and we will answer you as soon as possible.
How can I show my products on Civitatis?
If you’re a local supplier of activities, excursions, guided tours or transfers and wish Civitatis to include your products, please send us an email at [email protected] and we will evaluate your petition.
At Civitatis, we select our local suppliers and partners based on strict criteria based on popularity, quality and best price, since this is what we promise our customers.
Can I offer Civitatis’ products in my travel agency?
We currently don’t collaborate with travel agencies and we only work through our affiliation program with blogs and travel websites. In the future, we hope to create a specific website for travel agencies.