Frequent questions
Booking and Purchasing
Where and how can I buy the excursions?
With Emociónate Tours, you have two options to make your booking: in person at our offices or on our website.
I would like to make a reservation for a group, how can I do this?
You can contact us by email at info@emocionatetours.com, on whatsapp +34 627 65 90 34 or by calling +34 922 945 268. We will be happy to discuss the details and provide you with a personalised quote for your group.
I would like to make a private excursion, is it possible?
Yes, we offer a wide range of customised private tours and excursions – contact us!
I have not received my tickets after I bought them on the website, what can I do?
If you have not yet received your tickets, it may be because your tour is subject to availability. We will confirm your booking within 24-48 hours and send you your tickets. If this is not the case, please contact us on +34 922 945 268.
I lost my tickets after I bought them, what can I do?
If you have lost your tickets, you can come to our points of sale to receive new ones or contact us and we will send them to you by email.
I have purchased online, do I have to print the ticket or reservation?
It is not necessary to print it out. You can attend the excursions with the digital ticket or the booking confirmation that you will receive in the mail.
Are there different prices for children and babies?
Yes, the vast majority of our excursions offer special rates for children and babies.
Is it possible to change the date?
Most of our activities allow changes with 24 to 48 hours notice depending on the activity.
Payments
There seems to be a problem with the online payment, what can I do?
If you have any inconvenience when paying online, you can contact us and we will provide you with other payment options.
What payment options are available?
We accept various forms of payment, including cash or credit cards (Visa, MasterCard, American Express, Apple Pay, Samsung Pay, among others).
Cancellations and Refunds
I can't use my ticket, can I get my money back?
Our cancellation policy allows refunds with 24 to 48 hours notice depending on the activity. If you notify us within the time period stated on the activity sheet, you will be refunded the full amount.
I placed the wrong order, what can I do?
You can cancel your booking and make a new one and receive a full refund. If you have any questions, you can contact our customer service department.
Excursions and Experience
Do I have to return to the same place when my tour is over?
Yes, you must return to the same starting point, unless otherwise instructed by the guide or instructor.
Are the excursions wheelchair accessible?
Some of our tours are fully wheelchair accessible.
What happens if I am late for the excursion?
We kindly ask you to be punctual. In case of late arrival, no refund will be made.
What do I do if I get lost on the excursion?
At the time of booking, we will provide you with a telephone number to call in case of any such situation.
What languages do the guides speak?
Our guides speak several languages. Let us know in which language you would like to do the tour and we will check availability in that language.
I would like to bring my own food, is this possible?
Yes, you can bring your own food on excursions. However, in some parks, the entry of food may be prohibited.
What happens in bad weather?
If weather conditions make it impossible to carry out the activity or excursion you have booked, we will inform you in advance and offer alternative dates or activities. If you are no longer available on the new date, we will refund the full amount.
Reviews and Opinions
Where can I leave a review?
You can leave a review on our Google profile or through our social networks.
