Traveling with babies, should I include them in the reservation or do children go free?

All people who are going to take part in any tourist service or transfer must be included in the reservation confirmation, including babies.
GuideOnTime.com offers information about children and babies in each of its activities and transfers.

  If I make a reservation for someone else, should I make it in my name or theirs?

Even if you use your email, your Guide On Time account, or even your bank card to make the reservation, you must indicate the details of the person who will participate in the service.

  If I book multiple tours, will I get a discount?

We always try to provide the minimum price for each activity, so unfortunately we cannot offer any discount for booking various services. We also do not offer any kind of discount code.

  How far in advance should I make my reservation?

Our recommendation is that you make your reservation as soon as you know the date you would like to take part, to avoid lack of availability. You must bear in mind that both with transfer services and activities there is a minimum time in advance to be able to process the reservation. You can see what this time is in the activities tab in the tour details Section. In the transfer description you will find it in the section: "Frequently asked questions".

  Can I reserve a product and leave the date open?

It's not possible. In order to formalise the reservation, it is necessary to indicate the date on which you want to take part in the activity and / or transfer.

  Can I book by phone?

Yes, it is possible to make reservations by phone.

  Do I need to be registered to make a booking?

It is necessary to be registered to make a reservation with Guide On Time, although it is highly recommended, to have access to the customer panel that will allow you to easily manage your reservations. If you do not want to create an account, 

  Where can I see the final price?

To see the final price of an activity, in the calendar you must choose the day you want to take part, select the number of participants and the type of activity, and you will immediately see the price at the bottom.

  How do I book?

Booking with Guide On Time is easy and intuitive. The reservation process can be divided into four easy steps:

In the description of the activity you want to book, you should choose the day on the calendar, the kind of activity, and the number of people who want to participate. Then you click on the "Book" button.

• Review your order: here you'll find the summary of your order, with the activity that you're going to purchase, and the price. You'll have the option the continue, and purchase this activity by clicking on the "Book Now" button.
• Personal Details: this is the form you need to fill in with all the necessary details to complete the booking. You need to accept our terms and conditions, and click "Submit".
• Payment method: here you'll find a list from which you can choose the payment method with which you would like to pay for the booking. Once you have chosen the payment method, you'll continue to the payment gateway so you can provide your details and process the payment.
  
  

Once the payment has been processed, you'll immediately receive the email confirmation with the email address you gave in the booking form.

If you have a Guide On Time account, you'll receive the confirmation in the pre-defined email in your client's account, as well as being able to see it in your panel.

  What happens if it rains or the weather is bad?

All activities are carried out normally throughout the year regardless of rain or bad weather or as per tour policy, you will be offered an alternative date or refund of the payment (there will be a deduction of service fees).

  I don't know if I will have time to make the tour. If I'm late, will they wait for me?

Regular tours always leave on time and it is not possible to change the start time. Regarding private tours, if you want to start at another time you can check with local provider directly after making the booking.

if you are going to be late, both for a private tour and a regular tour, you can contact the local provider on the phone number that you will see on your confirmation voucher.

  What is the meet point of the activity?

We show the pre-defined information for the reservation in frequently asked questions.

  Can I bring my pet with me?

To ensure the smooth running of the activity and out of respect for other participants, it is not allowed to take part with pets.

  Are prices per person or per vehicle?

If the transfer is private, the price is per vehicle, while for shared transfers, the price is per person.

  We're arriving on different flights, is it possible to book only one service?

This isn't possible. If one of the flights were delayed, the rest of the passengers and the driver would have to wait at the airport (there will be an additional charge to wait which you have to pay to the driver directly). Or you can book different timings and vehicles based on the arrival timings.

  We're a large group and there aren't any vehicles enough seats.

If we don't have larger vehicles available, then you must book two or more vehicles

  How far in advance should the transfer be booked?

How far in advance it is possible to book varies from city to city. This information is indicated on the page of each destination. However we accpet last minute bookings in Thailand so even if you arrived at airport or booking last minute our vehicle will arrive in approx 15mins - 40mins.

  How can I book my transfer?

To book, all you have to do is select a vehicle with a number of seats equal to or greater than the number of people who are going to make use of the transfer. The maximum luggage allowance for each vehicle is indicated, and in no case should it exceed the total number of large and small items. If the number of persons making use of the transfer exceeds the capacities of the vehicles indicated, you'll have to book more than one vehicle. The description of the number of seats in the vehicles excludes the driver.

Finally, you must complete the form with the details of your flight, accommodation.

  Can I change any details for the reserved transfer?

In the provider confirmation email or on GuideOnTime.com you'll find a link to Live Chat contact one of our travel experts and we will see if the conditions allow it to modify the booking.

  Can I request a transfer after the deadline?

It isn't possible to book earlier than indicated time by you in the booking form.

  Does the driver speak English?

Although in most countries the drivers speak several languages, we can't guarantee that the assigned driver speaks English. However, the language isn't necessary to carry out the transfer, as the driver has all the necessary information beforehand to carry out the service. If its airport arrival transfer than driver will show a pla card of lead passenger's name.

  Can I share the vehicle with other people?

We offer private and shared transfer services. In private services, the vehicle will be for your exclusive use. In shared transfers, the vehicle will be shared with other travellers.

  Is it possible to make several stops?

If you're staying in different hotels or you have to make a stop to pick up the keys of a flat, you have to take into account that this service involves additional charges. Once you have made your booking, we'll send you an email with the amount of the additional charges or you may contact the local provider. You'll be able to accept it, or cancel the service free of charge. You can pay online or directly at the destination.

  Who is responsible for a missed flight?

The transfer company will never be responsible for missed flights. Customers are solely responsible for knowing the departure time of their flight and requesting the pick-up service sufficiently in advance.

  Why do I need to have a working mobile phone?

It's essential to have a working mobile phone, as we may need to call you in an emergency, for example, if the driver has had a breakdown or is simply having difficulty finding you.

  Do I have to notify you if my flight, ship or train is delayed?

Yes, customer needs to inform the local provider if the flight is delayed. if we're unable to reschedule the transfer due to vehicles availability, the full amount of the service will be refunded.

  How much luggage can I take?

During the booking process you'll be able to see the amount of luggage allowed in each vehicle. The capacity of each vehicle is indicated in terms of the number of large suitcases and the number of hand luggage. The maximum dimensions for each type of baggage are as follows:

1 Normal Size Suitcase per person is allowed. If you are bringing or carrying TV or other products than there will be an additional charge for those items which customers will have to pay to the driver locally.

  Are the prices final and are there any supplements?

Unlike our competitors, our prices are final and include all charges, including tolls and tips.

Supplements may apply in cases where the destination isn't in the area indicated or an additional stop is required along the way.

  Where will the driver wait for me?

• Airports: the driver will wait in the arrivals area, meeting point will be written on the confirmation voucher.
  Ports: the driver will wait at the port arrivals terminal.
  Train stations: the driver will be waiting at the arrival platform exit.
  Hotels: the driver will be waiting outside the building. If they can park their vehicle, they might wait at the reception desk.
  The driver will be holding with a sign with your name on it.(except Hotels/Ports/Trains)

  How long will the driver wait for me?

• Airports: 30 mins from the flight landing time.
  Cruise ports: 30 mins from the ship docking time.
  Train stations: 15 minutes from the train arrival time.
  Hotels and flats: 15 minutes from the time indicated at the time of booking.
  If for any reason you need more time, you should call the contact telephone number on your booking. In this case, additional charges may apply.

  What pick-up time do I have to indicate?

For airport transfers, you must indicate the scheduled arrival time of your flight. The same applies to cruise ports and train stations, you must indicate the scheduled arrival time.

For hotel transfers, you must indicate when you want us to pick you up. In other words, you shouldn't indicate the departure time of your flight, but the time you want us to pick you up. We recommend to mention 3-4 hours earlier than the time departing time.

In the case of shared transfers, the times may be modified by the provider for planning purposes. In that case we'll contact you to confirm the rescheduled time.

  I think I have made payment, but I have not received a confirmation.

If you check from your bank that you have been charged the amount, you may have wrongly entered your email in the reservation. In this case, fill out our contact form and we will help you solve it.

In the event that the amount has not been charged, the payment was probably not completed and, therefore, the service is not confirmed. Make the reservation again and finish the process.

  Can I pay for everything on arrival?

Currently, it's necessary to pay in full at the time of booking in order to confirm your booking.

You can pay by credit card, debit card or PayPal account. Find out more about payment methods.

  Can my refund go to another card?

Unfortunately, as this is an automatic operation, it is not possible to refund to another card for security reasons. If you have the right to a refund, the amount will be returned via the same form of payment by which the reservation was made.

  I have not received my refund, what should I do?

Keep in mind that, depending on your bank, your refund may take several days to be reflected in your balance. This will depend on the cycle of your card. Your bank or issuing entity can give you more information about this. If you wish, you can also contact us through our contact form.

The refund will be processed as soon as we contact you to confirm that it has been made and will be returned using the means of payment that you used when making the reservation.

Depending on the bank and the card used, it may take between 4 and 5 weeks to be reflected in your balance, although with some payment methods and in specific territories, it may take longer.

  What should I do if I have a duplicate payment?

The main reason why a duplicate payment may appear is because you have tried several times to make the same reservation and, in one of those attempts, you have misspelled your email, which is where our reservation confirmation notifications arrive. Another common reason is that a transaction has been rejected in the first instance by your bank, but later the rejection is resolved and the charge is sent to you again. In case you have any questions about your payment, you can contact us through our contact form.

  We want to do the private tour the same day we arrive at the airport, can you pick us up there?

This is sometimes possible and usually incurs an additional charge. It's best to ask us before booking.

  Can I join a private group for excursions?

It isn't possible to join a private tour. These tours allow you to enjoy a fully personalised service with an exclusive guide and that's why most people who book them do so because they are private.

  Can I pay in any currency?

GuideOnTime.com has an option to display prices in a range of currencies. Nevertheless, payment is always done in Thai Bhats (THB) and therefore the THB price is always shown during payment. Your bank might charge you a conversion rate fee from you local currency to THB. No extra fees apply.

  If I cannot print the voucher and it is necessary, what do I do?

Before booking, make sure whether or not the activity requires a printed voucher. You can see it in the Travel Styles.

If you are still unable to print the voucher for any reason, we recommend that you first contact our partner to see if it is possible for you to present the voucher on your electronic device in an exceptional way. If he/she says no, you can go to the reception of your accommodation, to a call centre, reprographic shop or copy shop so that you can print it.

  What do I do if I don't receive the confirmation voucher?

The confirmation e-mail arrives immediately after payment of the booking.

If you have not received it, first check your Junk/Spam folder in case the e-mail has been forwarded there by your e-mail manager.

If after checking it you find that you have not received the confirmation email, please contact our Customer Service team so that they can help you.

  How long do I have to wait to receive the confirmation email?

The confirmation email arrives immediately after payment of the booking. The email is sent to the email address you registered when completing the booking form or to the email address associated with your Guide On Time account.

  Can I swap one activity for another?

We are sorry, but this is not possible. You can cancel your booking, if the cancellation conditions allow it, and make a new booking for the activity you are interested in.

  How can I contact the provider of my booking?

After making the payment, we will email you the confirmation voucher which will have local provider's information.

  My flight has been cancelled and I won't make it in time for the activity. Can I get my money back?

If the free cancellation period has expired, it is unfortunately not possible to make a refund. In such cases, you can contact the provider via the emergency phone number indicated on the activity voucher to change the date. If this is not possible, you should contact the airline directly in order to claim a refund. We can provide you with the vouchers of the bookings to serve as proof of payment.

  How do I know if my booking has been cancelled?

You can login into your GuideOnTime account and see under the booking status tab.

  How can I make a complaint?

You can send us your complaint through our contact form.  

The customer care department will receive your complaint by sending an acknowledgement of receipt, will open a complaint file and will start processing it.