Frequently Asked Questions

Have a question ? Our comprehensive Frequently Asked Questions should be able to assist you.

Help! I'm having problems with your website!

Please contact us at [email protected] with a screen grab of your problem and we’ll get back to you right away.

Where do I enter my promo code or gift voucher code?

Scroll down to the very bottom of the booking page and you’ll see two boxes for gift certificates and special offer codes. Enter your code in the respective box and click “update price.”

How big are your tour groups?

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 rare occasions there may be slightly more travellers for our most popular tours, but that just means more friends to meet!

Do tours need a minimum number of travellers before they depart?

Unless you are on one of our private tours all tours are for a min of two travellers. 

Are your tours accessible for people with physical disabilities?

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.

Are your tours suitable for LGBTQI travellers?

Of course. Everyone should feel comfortable on a tour with us and we know that many of our travellers are part of the LGBTQI community. Just remember to be mindful of local laws and customs.

Can I bring my kids on my tour?

Yes, we have lots of tours that allow children! The minimum age and child policy will be included in the tour description, and children under six are typically free of charge. However, if you require a stroller, please check that the tour is also listed as accessible.

Do you cater for dietary requirements on food tours?

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. Please feel free to contact us at [email protected]

What if I am late or miss the start of my tour?

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, all our tours start on time. If you know you are going to be late, please contact Tours in Moscow at the number on your tour voucher. Unfortunately, if you are late and do not notify us, the tour will start without you and you will not be entitled to a refund, as per our terms and conditions.

What is the starting point for my tour? Can I be picked up?

The tour meeting point is listed on both your voucher and on the tour page on the website. Only selected private 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. If the tour is a private tour our guide will meet you in your hotel lobby, as indicated on your tour voucher.

Do you run private or custom tours?

We provide custom tours in most of our destinations. We work with local guides to help you customise your tour to be exactly the adventure you want. If you have a large group and wish to book a private tour, email us at [email protected] and we’ll work something out. We can even customise tours for holiday parties, family reunions, birthday celebrations and more!

Will tours be cancelled in bad weather?

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 guide 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.

Do you run tours in languages other than English?

Ja, we currently run one tour in German and Italian please contact us if you would like your tour in another language. [email protected]

Will I get a confirmation from Stpetersburgadventures after I've made a booking?

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 protected] and we’ll fix it for you.

I didn't receive my voucher! Where is it?

Your email provider may not realise we’re friends yet, so check your spam folder. If it’s not there, send us an email at [email protected] and we’ll resend it for you.

Is my tour confirmed?

Once you’ve made your booking, your tour is automatically confirmed. See you at the meeting point! Or in your hotel lobby.

Do I need to take my voucher on my Moscow Tour?

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.

Can I make changes to an existing booking?

Please contact us should you wish to make any changes to your booking The contact details for your local operator will be in your booking voucher.

What if I need to cancel?

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 St PetersburgAdventure 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.

How do I cancel my booking?

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.

What if I have problems during my adventure?

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 [email protected]

Is tipping common in other parts of the world?

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.

Where's my gift certificate? I didn't receive my gift certificate!

First, let’s just say good on you for gifting a gift certificate to a friend. You really are a good friend, the sort of friend everyone needs! 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 protected] we will ensure the problem is fixed asap.

How do I provide feedback after my Moscow Tour?

After your adventure, you’ll get an email asking for your feedback. 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 [email protected]