FAQ & Terms and Conditions


Frequently Asked Questions

Update  ----- COVID 19 Cancellation

From March 2021 Booking your service today and feel good about your decision. If you change your mind, you’ll receive a full refund. 

Update  —– COVID 19 Cancellation February 2022 

Due to travel advisories on the Coronavirus (COVID-19) and to better support your business, Driver Guide Service will be applying a flexible cancellation policy on activity bookings meeting the below criteria:

Your deposits can be used for the next two years ( 2021 /2022 )  for any service offered By the Driver Guide Service 


How can I book a tour?

Reservations for all tours can be made on our website . Just pick a day and time that works well for your schedule. For your comfort, our Customer Care Team is also happy to take your reservations over the phone, or via our Live Chat application.

To secure the service You will be asked to pay the Not refundable deposit of 40 %

Final payment will be done in Euro cash at the end of each  service

We do accept credit card payment Visa or Master card (for this kind of payment  commission of 10 % will be added )

If you are organizing a tour for a larger party and you have any special requests, we would be happy to assist you over the phone, via email or Live Chat.

If i make the booking ? Is the tour confirmed ?

Can happen that you make the booking and pay for a deposit but we might not be available for that day  you will be advised in a very short time ask you to set up the tour another day ion available if not Dgs will immediately  make a refund to your bank account



Is my payment secure when booking online?

Our website is completely secure. Your credit card details are not saved on our systems.

Is the Deposit refundable ?

A deposit is part of the total cost , and Unfortunately  Is notrefundable if you cancel  the service .

Update  —– COVID 19 Cancellation

Due to travel advisories on the Coronavirus (COVID-19) and to better support your business, Driver Guide Service will be applying a flexible cancellation policy on activity bookings meeting the below criteria:

Your deposits can be used for the next two years ( 2021 /2022 )  for any service offered By the Driver Guide Service 

requests for a full refund will not be taken into consideration having signed our terms & conditions at the time of your booking


Do you accept last-minute bookings?

We are happy to accommodate all last-minute bookings – availability permitting. You can check our website for availability, or get in touch with our Customer Care Team directly. If you can’t find what you’re looking for, the tour may be sold out. Perhaps we can recommend something else, or offer you a suitable alternative, so please do get in touch!

Missing my email confirmation & voucher?

Please check your junk email in case an email reply has been sent to you. If not, please contact our Customer Care team providing the email address used to book the tour.

I would like to add another person to my booking. How can I do it?

We are happy to assist with this request – availability permitting. Please contact our Customer Care Team who can check availability on the tour and take payment for the additional booking, as payment details are not saved in our system for security reasons.

Can I reschedule a booking less than 72 hours before the tour?

If you need to amend a booking with less than 72 hours’ notice, a rebooking fee will be applied. Please contact our Customer Care Team by phone 0039 3662405896 or mail to Info@driverguideservice.com to arrange the booking amendment and payment of this fee.

Can we extend our tour if we enjoy our day and would like to stay a little longer? How much will it cost?

We are more than happy to accommodate your needs, and if you would like to extend your tour, please let your Driver Guide know.

There is an extra fee of 50Euros per hour for each additional hour past the suggested return time. For example, if your return time is 5PM and you wish to return at 7 PM, there will be a 100Euro fee added to the total amount of the tour.

How do refunds and cancellations work?

Driver Guide Service  accepts the following credit cards: Mastercard, Visa.

Tickets booked and paid for by Driver Guide Service on your behalf  Are Not Refundable in case of cancellation of the service

There is no charge or service fee for processing credit-card payments.

Full payment by credit card is required to make a reservation.

Canceling a booking with Driver guide Service can result in cancellation fees being applied by Driver guide Service, as outlined below.

When canceling any booking you will be notified via email of the successful cancellation and cancellation fees incurred.

Driver Guide Service enforces a 7 days advance refund policy.

  • Cancellations must be communicated via e-mail at info@driverguideservice.com  no less than 7 Days in advance of the tour in order to receive a refund.
  • No partial refunds will be given for cancellations made within 7 Days  of a tour.
  • No partial refunds are available once a tour has commenced.
  • NOTE: We cannot grant refunds more than 30 days after completion of tour date
Where will our driver meet us at the cruise ship for our shore excursion?

For all Shore Excursions and Port Transfers, our drivers will meet you on the pier next to your ship with a sign bearing your last name. Because our professional license allows us full entrance inside Civitavecchia port, you do not have to walk far to the vehicle.

Your Driver Guide will meet you on the pier next to your ship with a sign bearing your last name. If the pier is busy and you do not see your driver, please call us immediately at: 0039 3662405896 and we will make sure you meet your Driver Guide immediately.

How can we make sure we won't miss our ship during a Shore Excursion?

Our Shore Excursion tours are carefully planned with serious consideration to distance, time, and traffic conditions to ensure an exciting excursion with prompt return to your ship. We would never steer you in areas of Italy that may potentially place you at risk of missing your ship.

Our vehicles are safe and are properly and frequently maintained,. In case of a vehicle breakdown we have a strong network where a replacement vehicle will be provided to you immediately.

We take every measure to ensure our clients have the best possible experience on our Shore Excursions, and implement all possible efforts to eliminate any potential incidents that would cause our clients to arrive late for their ship’s departure.

Where will our Driver pick us up at the port of Naples ?

The port of Naples requires ship passengers to make their way to where the taxi area, which is the only place vehicles are permitted to park and for drivers to wait for their clients. Your driver will be standing next to his or her vehicle, holding a sign bearing your last name.

Where will our driver guide meet us if we are staying in an apartment rental without a lobby and concierge?

Your Driver Guide will meet you just outside the entrance of your rental apartment or B&B at the exact time of your pick up.

In case your accommodation is in an area where we cannot park our vehicles, your driver will park as close as possible and meet you at your door to escort you to the vehicle.

Do you make a commission from restaurant your recommended?

No we do not. We believe in providing our clients with quality service and you enjoy and feel is priced fairly. We never receive commissions or kickbacks from anyone.

Can you accomodate passengers with disabilities?

Please let us know what we can do to make your tour more suitable for your needs. We will do our very best to accommodate you.

Your tours have a lot to offer. Can you guarantee that we will see everything in your itinerary and won't feel rushed?

Our Tours and Shore Excursions are carefully designed and planned to offer as much as possible to our clients in the allotted time without feeling rushed or exhausted at the end of the day. We offer plenty of time to enjoy each site and still have enough time to see everything on the itinerary.

Why do we need a tour guide for the Vatican tour ?

When time is of essence on Shore Excursions, your tour guide will make sure you see all best the Vatican Museums and St Peter’s Basilica have to offer, and bring you back to your driver at the precise time. It’s quite easy to get lost inside inside the Vatican for visitors, being accompanied by an experienced guide will ensure a timely exit and arrival to your ship.

Do both the morning tours and the afternoon tour have the "no wait access" line?

Yes, you will skip the general public line. We have a special entrance agreement with the Vatican Museums which allows us to enter the Museums through our pre-booked “No-Wait Access” entrance.

I am taking a Vatican Tour that includes Saint Peter’s Basilica, will we go up the dome?

No sorry our Vatican tours do not include a a visit to the Dome.

I am travelling with a baby, am I allowed bring a stroller/pram on the tour?

Yes, you can bring a light and fully foldable stroller as you may be required to fold it and carry it in some areas.

Is there a mandatory dress code?

Yes, the Vatican has a strict dress code. Men, women and children must have their shoulders and knees covered at all times.

Can you provide wheelchairs for Private tours to the Vatican Museum?

We welcome wheelchair users on our Private Vatican tours. Wheelchair users are required to use a different route through the Vatican Museums. Our Private Vatican Tours fully accommodate wheelchair users and persons of reduced mobility. Your guide will bring you through the Vatican Museums and the Sistine Chapel, but not the Basilica.

*Important note: Neither option detailed above includes the special skip-the-line access to Saint Peter’s Basilica as it is not wheelchair accessible. If you wish to visit Saint Peter’s Basilica after your tour, you will need to exit the Vatican Museums, go to Saint Peter’s Square and queue to enter. Entry to the Basilica is free.

Why should you consider our skip-the-line entry tickets?

In order to avoid long waiting lines at the entrance of the tour sites and thus take away valuable tour time, we suggest that you pre-purchase entrance tickets through Eyes of Rome.

With our skip the line tickets you will be able to go directly to the entrance gate without having to stand in line at the ticketing office, not to mention avoiding many common ticketing problems: entrance time errors, ticket printing issues, etc. Please remember that in some places, such as the Colosseum, there will be some lines even after the ticketing office for security checks.

Tickets booked and paid for by Driver Guide Service on your behalf  Are Not Refundable in case of cancellation of the service.

Anti-Covid safety standards

Covid 19 has hit the travel industry hard.  But with our private tailored service adjusted to go beyond government guidelines, we can ensure you and your family can sightsee safely.

Our Covid-19 protocol for tours

Rome Private Excursions is dedicated to providing a level of safety that goes beyond the minimum for our guests and their families.  After a careful risk assessment we are implementing the following new policies

  • Our tours remain private, that is the only other attendees will be your friends that you booked for, meaning you don’t need to worry about mixing with other households or dealing with approaches to safety that differ from your own.
  • Our guides and drivers will be provided with masks/visors.
  • Guides and drivers will refrain from shaking hands or touching guests and will keep a minimum 1 metre (3 feet) distance from Guests on the walking tours
  • Guides will ensure the guests are kept to locations where the 1 metre (3 feet) rule can be adhered to with passers by/ suppliers IN THE CROWDED PLACES
  • Any photos will be taken with the guide’s or drivers’ phone and emailed to guest, to prevent the handing over of phones for pictures.
    All our drivers as of now, are tested every 10 days

    • Routes will be adjusted to make sure all the above can be done comfortably
    • Effective hand sanitizer will be provided on all tours
    • In the instance of vehicles, all vehicles will be thoroughly sanitised before use.
    • We will consult with each group pre-tour to ensure guests are entirely comfortable with our Covid procedure and make any relevant adjustments or accommodations as appropriate.  The guides and drivers will be fully briefed on your group or family’s specific needs.

New refund policy

We understand that the situation is constantly changing, so we are offering a special Covid cancellation policy.  This means your tour is fully refundable or transferable up to 72 hours before the activity date BUT THE COST OF THE COLOSSEUM AND VATICAN TICKETS if prepaid for and preordered.

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