We're all about getting into the places big tours can't do, so our tours have a maximum group size of 12 people. This way, we don't overwhelm the destination and you're able to have a real experience and immerse yourself in the local environment. On extremely rare occasions there may be slightly more travellers, but in these cases we will try to contact you beforehand to let you know.
Nope! Our tours are guaranteed to depart, even with just one passenger. So you could get us all to yourself! Lucky you... However, if you are the only person and would like to move to another day when there are other passengers, please email us email@example.com.
We try to make our tours accessible whenever we can, but unfortunately, some destinations may be challenging for those with wheelchairs or other assistive devices. Check the accessibility and physical rating for each trip, which are listed with the full trip details on our website.
Selected tours allow children, and will specify this in the tour description. The minimum age for these trips is listed under the trip details on the website. For tours that are listed as child-friendly, toddlers and babies are free of charge. However, if you require a stroller, please check that the tour is also listed as accessible.
We can cater for dietary requirements on most tours, provided you advise us in advance. When you book your trip, please make a note that you need a modified menu. Our leaders will do everything in their power to ensure your needs are met. Please note, though, that in some destinations there may be limited or no options for dietary needs.
We recommend you allow plenty of time to arrive early for your tour, especially when you are in a new destination where transport can take longer than expected. Because we want to ensure our other guests can still enjoy their tour, our guides will only wait a maximum of 15 minutes for you to arrive. Unfortunately, if you are later than, this the tour will start without you and you will not be entitled to a refund, as per our terms and conditions.
The tour meeting point is listed on both your voucher and on the tour page on the website. Only selected tours provide a pick-up from your hotel. This is because we want you to spend your time touring, not doing pick-ups. Yawn, right? If your tour does not include a pick-up, you will need to arrange your own transportation.
We provide custom tours in selected destinations. These tours are based on our standard itineraries but allow you to work with the local guide directly so you customise your tour to be exactly the adventure you want. If you have a large group and wish to book a full departure, email us at firstname.lastname@example.org and we'll work something out.
We don't want you to miss out on your tour just because of a little rain so most tours will go ahead in all weather conditions. However, if tours are cancelled under extreme circumstances, your leader will contact you to move your tour to another day. For that reason, please make sure your booking includes a phone number or email address where we can contact you while you're travelling.
We'll send you instant confirmation of your trip via email. You'll get a voucher with a 5-digit reference number - please use this number if you need to message us about your booking (helps to keep us organized). If you don't receive your confirmation within 24 hours of booking, please contact us at email@example.com and we'll fix it for you.
Some of our destinations request that you get in touch with the local operator of your Urban Adventures tour 24 hours prior to your tour to confirm the details. Some destinations do not require 24 hour confirmation. This will be indicated on your tour confirmation voucher and local operator contact information will also be on your voucher.
Yes, you'll need to present your voucher to your guide at the beginning of your trip as proof of your booking. We recommend you bring it as an electronic version on your smartphone so you don't lose it (and so you save the trees!). If there is an age restriction on your trip you may need to provide personal ID that proves your and your fellow travellers' ages.
You can log into your booking under the 'Log in' section on the Urban Adventures home page using your email address and reference number. From there, you can make changes to your existing booking. This includes adding extra people to your booking. Your request will then be sent to our local partner, who will aim to respond within 24 hours. To ensure we don't miss your request, if you need to make changes within 48 hours of the tour start time, you'll need to call the local operator directly to confirm these changes. The contact details for your local operator will be in your booking voucher.
Why would you want to cancel?! Okay, okay, we know sometimes things come up, so we'll let you cancel if you need to. But it will make us very sad. You can cancel your Urban Adventure up to 48 hours prior to the tour's start time. But because our guides are busy people too, any cancellations made after that window are subject to a 100% cancellation fee, as per our terms and conditions.
You can log into your booking under the 'Log in' section on the Urban Adventures home page using your email address and reference number. From there, you can cancel your booking, and your request will be sent to our local partner, who will aim to respond within 24 hours. If you need to cancel within 48 hours of your departure date, you will need to call the local operator directly to confirm. Their contact details will be in your booking voucher. Please be aware that cancellations within 48 hours of departure will incur a 100% cancellation charge, as per our terms and conditions. Tough love, friends.
Please talk to your guide. Our guides are well trained in running all adventures in a safe manner. If you have any safety or other personal concerns, your guide will be able to provide assistance. If for any reason you are not happy with the outcome, please add this to your feedback, or contact us at firstname.lastname@example.org.
Yes, tipping is commonplace in most parts of the world, particularly in the service industry (that includes tour guides!). Although our trips are inclusive of all costs and we ensure our guides and local staff are paid fairly, tips are always welcome.
First, let's just say good on you for gifting a gift certificate. You are a good friend! You should have received instant confirmation of your gift voucher via email to send on to your friend. If you haven't received your gift certificate, please email us at email@example.com.
After your adventure, you'll get an email asking for your feedback. If for some reason you don't receive a feedback email, you can also provide feedback on our website by logging in to your booking in the Log In section (top right corner of the site) using your email address and reference number. From there, you can find your previous tours and provide feedback by clicking the 'provide feedback' link. We welcome all comments, and appreciate you taking the time to respond. We're always re-evaluating our tours to offer the best experience, and your feedback helps us immensely. You can also contact us by email at firstname.lastname@example.org.
Yes, please! If you have had the Best. Day. Ever with us, we want to know! If you have photos you would like to submit to Urban Adventures, please send an email to email@example.com or share them on our Facebook page. As well, if you're an Instagrammer, don't forget to tag your photos with #localsknow so we can see them. If your 'grams are really awesome, you might even win a free Urban Adventures tour!