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Frequently Asked Questions


 

ABOUT FLORENCE24 TOUR SERVICE

 

CAN I BOOK OVER THE TELEPHONE?
Florence24 is a complete online booking service and we offer 24 hour, 7 days a week customer service via email to support your booking questions. Our goal is to respond to each query we receive within 12 to 24 hours. Occasionally it may take up to 36 hours to reply. 
 
WHAT DAYS DOES THIS TOUR OPERATE?
The days of operation of every travel service can be found on each tour information page under the Tour Details section, or by viewing the date guide.
 
CAN YOU CHECK AVAILABILITY FOR ME?
Availability differs depending on the type of travel service booked. On each tour & activity information page, under the heading Information the first line indicates whether a product will be instantly confirmed to you, and hence available, or if Florence24 has to check with its travel service provider to receive confirmation within 12-48 hours. Availability cannot be automatically checked prior to processing your reservation request.
 
ARE THERE DIFFERENT TIMES OF DEPRTURE FOR THIS TOUR?
The times of departure or operation are found on the tour & activity information pages under the Departure Times title.
Please note that departure times are subject to change and reconfirmation for any booked travel is required prior to departure.
 
I'M NOT STAYING IN A HOTEL, WHAT IS THE CLOSET PICK UP POINT?
DO YOU PICK UP FROM PRIVATE RESIDENCES?
We can pick-up from everywhere , pick-up has extra cost depend from distance to meeting point , e-mail us f you need pick-up service .You can make your way to the main departure point listed on the tour & activity information page under the  Tour Details section.
 
CAN I GET DROPPED OFF AFTER MY TOUR TO MY HOTEL OR IN THE CITY?
This depends on the travel service provider and will need to be asked directly to them on the day of the tour. Most travel service providers can drop you to a major hotel or city location, depending on their schedule on the day. You will need to check directly with the m at the destination, prior to or on the day of travel.If you need to booked this service before the day of the tour , e-mail us and we will organised for you.
 
WHERE IS THE MEETING POINT FOR MY TOUR?
The meeting point for the beginning of every travel service can be found on the tour & activity information page, under the Tour Details section. Extra information may also be contained under the heading Note on this same page. If you need directions to this point, please contact the travel service provider 24-48 hours prior to your confirmed departure date on the numbers listed under the heading Information on your Florence24 voucher.
 
DO I NEED A VISA OR PASSPORT OR ARE THERE ANY SPECIALL HEALTH REQUIREMENTS FOR THIS TOUR?
Florence24 does not offer advice or information on visas, passports or health requirements. It is the responsibility of all travellers, regardless of the passport they hold, to check with the appropriate consulates to determine if any visas are needed. As these requirements are subject to change without notice, it is recommended that foreign visa, passport and health requirements are investigated prior to travel.
 
I AM TRAVELLING IN A GROUP - DO YOU CATER FOR GROUPS AND OR HAVE A GROUP DISCOUNT PROGRAM?
Florence24 accepts a maximum of 15 passengers per booking at one time. The travel services Viator offers are specialized for independent travelers and small groups and we cannot guarantee that travellers in a large group will be seated together. For groups of 15 or more please submit an inquiry on our INFORMATION page to info@florence24.it  we will provide to organised the better solution at minor cost.
 
DOES THIS OPERATE ON CHRISTMAS AND PUBLIC HOLIDAYS?
You can check the availability of a tour by clicking on the Tour Details page. This will open a popup that shows the availability for the tour or attraction. Select the month in which the public holiday falls to see if the tour is available on that day. Please note that some travel service providers may decide at short notice not to operate on certain public holidays. This will be advised at booking if applicable.
 
CAN I BOOK THIS WHEN I GET THERE?
Florence24 products can only be booked online. It is recommended you pre book your travel service to avoid disappointment as many of the Florence24 tours and products are popular, and can be sold out early. If you wish to wait and book at the destination, you will  once at that destination.
 
WHAT LANGUAGES ARE AVAILABLE FOR THIS TOUR?
The majority of the tours and services provided by Florence24 are available in English, French and Deutch. If another language is available, this will be mentioned in the tour / activity description and pricing information. In some cases, you may be able to select a language option (where available).All the language available are subject to confirmation only If there is a minimum of 4 persons .
 
ARE THERE ANY DISCOUNTS FOR MILITARY PERSONNEL, AAA OR OTHER GROUPS?
Unfortunately, Florence24 cannot offer any discounts other than those stated on the tour & activity information page under the Note heading, or under the Tour and Pricing Options section.
 
CAN YOU SEND ME A BROCHURE?
Our tour & activity information pages are electronic and are only displayed on the web. You should find all the information you need about your desired travel product on these tour & activity information pages. If there are other details you would like to know that are not specified anywhere on these pages, please contact the Florence24 team via email to info@florence24.it 
 
HOW FAR IN ADVANCE CAN I BOOK?
All tour can be booked at least 12 hours in advance. For holiday packages and custom-made tours, we strongly recommend booking with at least three weeks’ notice. For larger groups we recommend booking with a few months’ notice. Advance booking gives us a better chance to reserve the very best choices of accommodation for you. If you cannot find the information you require on the tour & activity information pages, please contact the Florence24 Customer Service Team via email.
 
I DON'T KNOW WHAT DATE I'M TRAVELLING YET, CAN I BOOK A PRODUCT AND LEAVE IT OPEN DATE? 
The majority of travel services provided by Florence24 must have a pre booked date designated in order for the travel supplier to cater for passengers. 
 
ARE THERE DISCOUNTS FOR BOOKING MORE THAN ONE TOUR?
Florence24 uses the services of more than one travel providers and each booking is made separately with each travel provider. Sometimes there are some Tours offered
   if you booked more Tours toghethe
 
I'D LIKE A CUSTOMIZED TOUR FOR MYSELF AND OR MY GROUP
Florence24 offers a wide range of individual tours, . If you require something a little different to what's available online in our product range, please contact the Florence24 Customer Service Team via email.
 
I HAVE NOT RECEIVED A REPLY TO MY EMAILS
Some email internet providers can mark general booking emails such as those sent from Florence24 as "spam" - please check your spam folder for previous email replies. If you have your spam filter set on the highest ranking, only emails from senders in your address box will go into your inbox. Any other emails (such as replies from internet sites you have booked on) will go into a "spam" folder. These emails can sit in this folder for up to 7 days and then your email system will automatically delete them.
 
WHEN DO I RECEIVE CONFIRMATION OF MY BOOKING?
The confirmation process depends upon the booking conditions. These are explained in the Additional Information field, located on the tour & activity information page. Most tours are confirmed at time of booking, however others will be advised to you within 12-48 hours. If confirmation or otherwise is not received within 48 hours, please contact Florence24 Customer Service for further assistance.

 

ABOUT FLORENCE24 BOOK ONLINE

I KEEP GETTING A CREDIT CARD ERROR WHILST TRYING TO BOOK, WHAT DO I DO?
The Florence24 booking process is completely automated and all credit card transactions are 100% secure. If your credit card is generating a consistent error, verify that your card has not expired. You may also contact the card issuer to confirm your monthly spending limit has not been exceeded. Otherwise, we recommend you complete the booking using a different credit card. For further assistance contact our Florence24 Customer Service team by mail.
 
CAN I BOOK OVER THE TELEPHONE?
Florence24 is a complete online booking service and we offer 24 hour, 7 days a week customer service via email to support your booking questions. Our goal is to respond to each query we receive within 12 to 24 hours. Occasionally it may take up to 36 hours to reply. 
 
I WANT TO BOOK A VACATION PACKAGE, HOW CAN I DO THIS?
We do not offer packaged travel that includes airfares. Florence24 specializes in small independent sightseeing tours, excursions, attractions and events in Florence and Tuscany and Italy or packaged vacation information or other travel information, we recommend you contact an online travel site or your local licensed travel agent.
 
CAN I BOOK AIR, HOTELS, CAR RENTAL THROUGH YOU?
Florence24 is  specializes in small independent sightseeing tours, excursions, attractions and events in Florence Tuscany and Italy ,we can in any case help you to resolving all this kind of REQUEST by email to info@florence24.it 
 
CAN YOU GIVE ME DIRECTIONS OR MAPS FROM ONE PLACE TO ANOTHER?
Florence24 is able to assist you with any questions specifically relating to our products. You can find Maps tour on the tour details page.
 
CAN YOU CHECK AVAILABILITY FOR ME?
Availability differs depending on the type of travel service booked. On each tour & activity information page, under the heading Information the first line indicates whether a product will be instantly confirmed to you, and hence available, or if Viator has to check with its travel service provider to receive confirmation within 12-48 hours. Availability cannot be automatically checked prior to processing your reservation request.
 
WHERE CAN I GET TRAVEL INSURANCE?
Florence24 does not offer Travel Insurance. You should seek the advice your local licensed Travel Agent or Insurance company for a quotation. 
 
CAN I BOOK THIS WHEN I GET THERE?
Florence24 products can only be booked online. It is recommended you pre book your travel service to avoid disappointment as many of the Florence24 tours and products are popular, and can be sold out early.
 
CAN YOU SEND ME A BROUCHURE?
Our 'tour information pages' are electronic and are only displayed on the web. You should find all the information you need about your desired travel product on these tour & activity information pages. If there are other details you would like to know that are not specified anywhere on these pages, please contact the Florence24 Customer Service team via email.
 
IS THERE ANOTHER WAY TO BOOK THAN ONLINE?
Florence24 is a complete online booking service and we offer 24 hour, 7 days a week customer service via email to support your booking questions. Our goal is to respond to each query we receive within 12 to 24 hours. Occasionally it may take up to 36 hours to reply. 
 
I DON'T HAVE OR OWN A CREDIT CARD, HOW DO I BOOK?
Florence24 is a complete online company and uses a completely secure and automated booking system, therefore we can only accept bookings made online, using an authorized and valid credit card. Fax, telephone or other booking methods are not accepted. Florence24 uses the Secure Sockets Layer ("SSL") supported by Microsoft Internet Explorer and all other popular browsers. SSL encrypts your personal information such as your password, address and telephone number, and your credit card is available only to you and the credit card companies. This encryption makes doing business on the Internet as secure as making purchases by telephone.
 
HOW DO I COPY AND PASTE MY VOUCHER LINK?
If you are unsure how to copy and paste a website link, here are 5 easy steps to help you:
1. With your mouse, highlight the ENTIRE web address to be copied
2. Select the EDIT menu and choose COPY 
3. Go to your web browser and click inside the window where you normally type the Web address you are going to visit 
4. Select the EDIT menu and choose PASTE 
5. Now hit ENTER on your keyboard to take you to the web address
 
I HAVE NOT RECEIVED A REPLY TO MY EMAILS
Some email internet providers can mark general booking emails such as those sent from Florence24 as "spam" - please check your spam folder for previous email replies. If you have your spam filter set on the highest ranking, only emails from senders in your address box will go into your inbox. Any other emails (such as replies from internet sites you have booked on) will go into a "spam" folder. These emails can sit in this folder for up to 7 days and then your email system will automatically delete them.
 
HOW DO I BOOK ONLINE?
You'll see a box on every tour & activity information page asking for some brief details (how many adults, how many kids, travel dates) and a Confirm button.
  1. Enter the number of travelers and the date you want to take the tour or activity and click the Confirm button.
  2. Once you have selected an option, or the tour or activity does not have any options, you will be taken to the shopping cart page. Here you'll see an exact price quote for the tour you have selected, and quotes for any other tours you may have selected.
  3. If you are happy with the quote you can proceed to the checkout to enter your traveler, payment and contact details, all on the one screen.
  4. You will receive an "Order Summary" with a link to the voucher for your product.
  5. You simply take this voucher to present to the travel service provider prior to the commencement of your travel service.

All of these details will be written on your voucher for your information. It is suggested, however, that you staple the tour & activity information page to the travel voucher so that you have all the information at your fingertips upon arriving at the destination.

WHY DO I PUT MY CREDIT CARD DETAILS IN AGAIN?
Booking destination activities is a separate transaction to your flights, hotels or other bookings on this site. When you have chosen your selected travel product, a booking form automatically appears, please enter your credit card details as requested. Once you submit your booking and the product becomes confirmed, your credit card is automatically changed. Your statement will show Florence24 as the merchant.
 
IS MY CREDIT CARD SAFE?
Florence24 uses the Secure Sockets Layer ("SSL") supported by Microsoft Internet Explorer and all other popular browsers. SSL encrypts your personal information such as your password, address and telephone number, and your credit card is available only to you and the credit card companies. This encryption makes doing business on the Internet as secure as making purchases by telephone.
 
CAN I BOOK MORE THAN ONE TOUR AT A DESTINATION?
You may book any number of tours available in any destination, depending upon your available time. If you are booking more than one tour in the same city, please allow sufficient time in between tours, to allow for traveling between departure points. Each tour must be booked separately, as each individual tour requires a separate confirmation, voucher and credit card transaction.
 
I KEEP GETTING A CREDIT CARD ERROR WHILE TRYING TO BOOK, WHAT DO I DO?
The Florence24 booking process is completely automated and all credit card transactions are 100% secure. If your credit card is generating a consistent error, verify that your card has not expired. You may also contact the card issuer to confirm your monthly spending limit has not been exceeded. Otherwise, we recommend you complete the booking using a different credit card. For further assistance contact our Florence24 Customer Service by mail.
 
I CANNOT ACCESS MY VOUCHER LINK
If you cannot access your voucher from the link provided, firstly copy and paste the link into a fresh browser page and try again, or forward the email with your voucher link to another email address and try to print it through another browser. If this still does not work, please contact Florence24 Customer Service team via email with your booking details and we will send you a new voucher link.
 
IT HAS BEEN 48 HOURS SINCE I BOOKED AND I HAVE NOT RECEIVED CONFIRMATION
Confirmations sometimes take a little longer than 48 hours, especially over weekends and holidays. Florence24 will do everything possible to secure a confirmation. Please note that your credit card will not be charged until your booking is confirmed.
 
I'M NOT SURE IF MY BOOKING WAS PROCESSED, DID YOU GET MY BOOKING REQUEST?
Please contact Florence24 Customer Service team via email with your booking details including the site you were booking on, the name of the travel service, the name/s of the passenger/s and the date of travel. We will check to see if we have received your booking request successfully and will be in contact with you via email.
 
I'M GETTING ERRORS BLANK PAGES WHEN I AM TRYING TO BOOK, WHAT IS THE PROBLEM?
Errors can often occur as pages can be "cached". We recommend you "refresh" or "reload" your pages and try again. If you are still experiencing difficulty, please contact Florence24 Customer Service team via email with the details, including the site you are in, the exact error message you are receiving as well as the page you are on.
 
I AM RECEIVING AN ERROR MESSAGE
There could be many reasons for this. Please contact the 24/7 Florence24 Customer Service team via email, with details of the site you are on, the page you were on and the error message 
 
I HAVE NOT RECEIVED A REPLY TO MY EMAILS
Some email internet providers can mark general booking emails such as those sent from Viator as "spam" - please check your spam folder for previous email replies. If you have your spam filter set on the highest ranking, only emails from senders in your address box will go into your inbox. Any other emails (such as replies from internet sites you have booked on) will go into a "spam" folder. These emails can sit in this folder for up to 7 days and then your email system will automatically delete them.
 
I CANNOT ACCESS MY VOUCHER LINK
If you cannot access your voucher from the link provided, firstly copy and paste the link into a fresh browser page and try again, or forward the email with your voucher link to another email address and try to print it through another browser. If this still does not work, please contact Florence24 Customer Service team via mail with your booking details and we will send you a new voucher link.
 
IT HAS BEEN 48 HOURS SINCE I BOOKED AND I HAVE NOT RECEIVED CONFIRMATION
Confirmations sometimes take a little longer than 48 hours, especially over weekends and holidays. Florence24 will do everything possible to secure a confirmation. Please note that your credit card will not be charged until your booking is confirmed.
 
IS THERE A CONTACT NUMBER AT THE DESTINATION FOR ME TO CALL?
Yes. Once you have a confirmed booking, all the details of your travel service provider are located on your Florence24 voucher under the heading Important Information.
 
SOME OF THE PASSENGERS OR CHILDREN DO NOT HAVE PHOTO ID
Not all passengers require photo ID upon departure. The main passenger in the booking will definitely require a passport, or other valid photo ID, as identification in order to redeem their Florence24 voucher.
 
OUR NAMES ON THE BOOKING ARE DIFFERENT FRON THOSE ON OUR PHOTO ID'S
This will not be a problem as long as you have some sort of valid secondary ID that is the same as the name you have booked your travel service under. If this is not the case, please contact Florence24 Customer Service to amend your details.
 
WHERE DO I EXCHANGE MY VOUCHER?
This information can be found under the heading Information or in the Confirmation Details on your Florence24 voucher. This voucher acts as your ticket. Simply present this at the stated destination on the voucher, together with valid photo ID for verification, then enjoy your travel service.
 
IS THERE ANY PARKING NEAR THE DEPARTURE POINT?
If you are driving to your departure point, Florence24 cannot guarantee there is available free parking. When you have a confirmed booking, there are direct numbers listed for the travel service provider on your Florence24 voucher. You can call these numbers and they will be happy to help you with your specific questions about parking in the area.
 
I NEED DIRECTIONS TO THE DEPARTURE/TICKET EXCHANGE POINT
The meeting point for the beginning of every travel service can be found on the tour & activity information page, under the Tour Details section. Extra information may also be contained under the heading Note on this same page. If you need directions to this point, please contact the travel service provider 24-48 hours prior to your confirmed departure date on the numbers listed under the heading  Information on yourFlorence24 voucher.
 
WHAT TIME DOES MY TOUR DEPART? 
Your tour departure information can be found on your Florence24 voucher under the heading Information, or in the Confirmation Details. If there is no time listed, you will be required to call the travel service provider at least 24 hours prior to your departure date to reconfirm your tour meeting point and departure time. This contact information is also found on your voucher under the heading Information. We reccomended to arrive at meeting point 15/20 minute early.
 
PLEASE SEND MY VOUCHER BY MAIL
Your Florence24 voucher is accessible from the link provided in your confirmation email. You will need to click on the link, follow the directions and print a copy of your unique Florence24 voucher. If you cannot access your voucher from the link provided, firstly copy and paste the link into a fresh browser page and try again or forward the email containing the voucher link to another email address, where you may be able to access the link successfully through another browser. If either of these options still does not provide access to your voucher, please contact Florence24 Customer Service  with your booking details and we will send you a new voucher link, or alternatively, arrange to send you a copy by fax to an applicable fax number you advise to us.ù
 
DO CHILDREN NEED PHOTO ID ALSO?
Children do not require photo ID. The travel provider who is providing the service requires valid photo ID such as a passport, driver's license or any other form of identification displaying a current photo of the lead traveler in the booking. This is required to protect your purchase.
 
I NEED TO MAKE A CORRECTION TO THE NAMES, TITLES, AGES IN THE BOOKING AND GET A NEW VOUCHER
Unless the correction is of a different lead traveler in a booking, there is no need to reissue vouchers for other corrections. If you have misspelt a name, not entered a title correctly or mismatched the ages with the travelers, you can send the Florence24 Customer Service team an email and we will make a note in the booking. Vouchers will not be reissued for these changes.
 
WHAT DO I DO WITH THE VOUCHER?
When you have completed your booking, we recommend that you always print and bring a paper copy of your voucher as a back-up.  This voucher is unique to your booking and is your proof of purchase. It must be presented together with valid photo ID upon commencement of your selected tour, or used to redeem your ticket. There may be separate instructions on your voucher under the  Information field, please read these in advance of your travel service.
 
WHERE ARE MY TICKETS? CAN THEY SENT?   
We are able to send your voucher always 24 hours per day , request your voucher to info@florence24.it
  
DO I REQUIRE ANY SORT OF PHOTO IDENTIFICATION?
Yes, the travel provider who is providing the service requires valid photo ID such as a passport, driver's license or any other form of identification displaying a current photo of the lead traveller in the booking. This is required to protect your purchase.
 

CHANGE OR CANCEL FLORENCE24 BOOKING 

WHAT ARE THE CANCELLATION RULES FOR THESE BOOKINGS?
This information can be found in either the Terms and Conditions field on the tour & activity information page, or at the bottom of most Florence24 pages. Simply click on the link Terms and Conditions and read through the information to find the points you need.
 
CAN I CHANGE MY BOOKING?
It may be possible to amend your booking, however this depends upon the type of amendment required and is at the discretion of the travel service provider. Contact Florence24Customer Service to info@florence24.it with your current Florence24 booking number and specific details of your amendment, and we will be able to advise if the change/amendment is possible. Please select your tour carefully, as not all travel service providers will accept changes/amendments once you have received confirmation of your booking. As per the Terms and Conditions some sales attract change/amendment and cancellation penalties.
 
 
WHAT HAPPENS IF IT RAINS, OR IF THE TRAVEL SERVICE PROVIDER CANCELS ON THE DAY?
Unless the weather directly effects the travel service you have booked, all travel services will operate as scheduled. In the case where a travel service provider cancels a tour on the day, please notify Florence24 Customer Service via email, including your tour details and Florence24 Booking Reference number, and we will process monies due back to you accordingly.
 
WHAT HAPPENS IF WHEN I GET THERE, THE TOUR IS NOT RUNNING DUE TO UNFORSEEN CIRCUMSTANCES?
In the case where a travel service provider cancels a tour on the day, please notify Florence24 Customer Service via email, including your tour details and Florence24 Booking Reference number, and we will process monies due back to you accordingly
 
I WOULD LIKE TO CHANGE THE DATE OF MY TOUR , WHAT DO I DO?
Not all products are exchangeable after confirmation, and some products carry heavy cancellation penalties. This can be checked by re-reading the Terms and Conditions, which are available at the bottom of most Florence24 pages. Please contact Florence24 Customer Service via email, including the details of your existing booking, plus the details of the new dates you wish to change to. Not all requests will be able to be fulfilled, however Florence24 will do everything we can to ensure you get the dates you wish.
 
I NEED TO CHANGE THE PASSENGER NAMES IN MY BOOKING, WHA DO I DO?
Not all bookings can be changed. You will need to contact Florence24 Customer Service via email with your booking details (including the Florence24 Booking Reference number) to see if your request can be fulfilled. In general the change of name is not a problem and can be resolving always.

DO I NEED TO CALL IN ORDER TO CONFIRM MY RESERVATION?
If you have booked online through our website www.florence24.it and have received our confirmation via e-mail, this will be enough, there is no need to ring and confirm. You should just make sure you are at the meeting point on time (usually 15-20 minutes before the tour departure). Both meeting points and times are clearly specified on the vouchers.
 
IS IT NECESSARY TO BRING MY CONFIRMATION VOUCHER WITH ME?
Yes, it is.
 
IS AN ADVANCE BOOKING NECESSARY OR CAN I JUST ARRIVED AT THE MEETING POINT?
We strongly suggest our clients to arrive at the meeting point with a previous booking; if you do not book the tour in advance we cannot guarantee that there will be space left on the tour.  
 
DO YOU HAVE REDUCED RATES FOR CHILDREN?
We do offer reduced rates for children on most of our tours, although the amount varies from tour to tour. When you are making a booking  please note that the rate per child is displayed under the adult rate.
 
WHAT IS THE MINIMUM NUMBER OF PARTICIPANTS?
We don’t have a minimum number of participants. However, whether the number of participants is not higher than 8 people there could be a driving guide instead of a tour leader; anyway, the tour development will be unchanged.
 
IS YOUR WEBSITE SECURE ENOUGH TO PAY ONLINE?
Our website is completely secure. You should not encounter any problems when paying online


 
HOW CAN I CUSTOMIZE MY TOUR?
It is very easy, just send us your request, how many persons you are  and where would you like to go in Florence or also in any place in Italy and in less than 48 hours we will give you all the information that needs only your confirmation to be BOOKED .
However, the tour is private or for small groups , we have the best quality and price for you with our language tour guides and our long experience in the tourism in Florence to provide to our clients the best services with less money.