CUSTOMER CARE TEAM

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FAQ about our tours, dress code, discounts and more. Feel free to contact us at office@througheternity.com

Can my guide meet me at my hotel for private tours?

For private tours, your guide can meet you at your hotel as long as it located in the city center. 

Hotels near the airport, in the Aurelia area (behind the Vatican), and the Cavalieri Hilton are too far. Many of these hotels provide shuttles to the city center. Your guide can meet you at the shuttle drop point or you may take a taxi or public transportation to our pre-arranged meeting point near the starting point of the tour. This is to maximize the amount of time spent exploring the sites with your guide. For shorter itineraries of 3 hours or so, we strongly recommend our expert guide close to the first stop on your tour. Again this is to enhance and maximize the time you spend exploring the sites and not in transit from your accommodation.

Is transportation included? Will my guide have transportation when meeting at the hotel?

Transportation is not included in the price of our walking tours. For private tours, your guide will coordinate taxis, walking or public transportation to get from your hotel to the first destination of the tour. Your group is responsible for the cost of taxis or public transportation. Private transportation can be arranged at an additional charge in which case please contact our Customer Care Team directly for a quote.

For our group tours, you meet our guides onsite. A map and directions to the meeting point will be included in your confirmation voucher and you must print and bring the map, photos and directions with you – the guide is not permitted to wait more than a few minutes after the start time for late arrivals and there is no refund for missed tours even if it is due to a general transport strike or bad weather!

What happens if St. Peter's Basilica is closed during my tour?

The Basilica of St. Peter's may be subject to unscheduled closings and late openings for religious ceremonies. Because these are often last minute for security reasons, we may not have time to notify our guests but instead the full tour will be spent exploring other parts of the Museums and Sistine Chapel. We do not provide refunds for unexpected closures of St. Peter's Basilica and your guide will give you a great introduction to the Basilica, should you wish to return in your own time during your stay in Rome.

If we are late for a tour, will you wait for us?

We give clients a grace period of 5 minutes on group tours since we understand that navigating an unfamiliar city can be difficult. Beyond this, we cannot guarantee that you will be able to meet up with the group as it is unfair to expect the other clients to wait. It is always a good idea to call us if you know you are going to be late so we can notify the guide. As a courtesy to our visitors, the guides turn off their phones after the start of the tour and will therefore be unreachable. We recommend giving yourself extra time to make sure that you arrive at the meeting point before the start time of the tour.

For private tours, your guide will wait for you for 20 minutes. After this time, if we have not heard from you, we will assume that you are not coming and your tour will be cancelled. Please notify us if you do not wish to take your scheduled tour so we may accommodate other visitors who would like to explore with us.

Can we split the price of a private tour with other couples?

We keep private tours exclusive to one booking party and do not combine separate reservations to form small groups. If you are interested in less expensive options, you can book yourselves onto one of our group tours.

Are your private tours limited to 2 people since the prices are quoted for up to 2?

The private tour prices listed are base prices for up to 2 people. There will be a small charge for each additional person. During the online booking process, you will be asked to enter the number of people in your party. Once you do, you will see the total cost of the tour. If the website doesn't allow you to insert a large number of participants, please contact us directly for a quote.

Can I switch the date of my private tour?

For private tours, we purchase your requisite entrance tickets as far in advance as possible, as soon as you pay for your tour with us. We always try to accommodate any changes you request but because of limitations in guide and ticket availability during the busy high season, we cannot guarantee your request can be granted. If we manage to move the date and secure both a guide and new tickets, we will ask you to reimburse us for the tickets we purchased for you on the cancelled date.