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Tailormade Tours in Chile!

Frequently Asked Questions

I had a great a lifetime experience with you. What can I do to support you or where can I send a testimonial myself?
Our team will always appreciate your feedback. We are glad to see photos and to hear your opinion and comments about your experience with us. We believe that this allows us to achieve our constant improvement. If you want to help us to stay among the top ranked tours in Santiago, we will be very grateful if you write us a review on TripAdvisor or recommend us to other travelers or your hotel.
How long in advance do I need to make my reservation for the day tours and tour packages?
  • For the day tours a reservation with at least 2-5 days in advance will be always recommended. If you do a reservation with less than 1-2 days in advance we cannot promise that we will be able to offer you a service. Nevertheless, we will do our best to prepare your tour and help you to have an amazing experience in Chile.
  • For the Multi-day tours we need a reservation of at least 2-3 months in advance.
For the day tours, how do I know that you will show up if you have not received any payment in advance?

Our word is the most important for us. We respect every agreement/promise with our clients. In the other hand, to be paid we necessarily need to provide you the service. Therefore, you can be sure that our guide will always show up.

How do you protect yourselves from people who could book and then not be available without any notice?
In our history we have never had a bad experience with our clients. We trust them and this is part of our culture. When they have confirmed the tour we are sure that they will be ready to start the tour at the place and time agreed. Nevertheless, we will always understand if something uncontrolled occurs and you must cancel the tour. Obviously we expect to be told in advance if you decide to cancel the reservation for any reason you may have.
Where do the day tours begin?

We provide private tours most of the time. Therefore, we will pick you up at your place of accommodation. (Whether it is a hotel, apartment or a house). Our guides have their pictures posted on our website so you can get an idea beforehand what they look like and easily spot them when they arrive. In any case there is a new guide, we will send you an image of the guide before the tour. The tour guide assigned for you will always be able to be contacted. You will get his number as soon as you have booked the service.

Do you ever combine or join people to share a private tour to cut costs?

We usually do not combine groups. If we tell you that the tour is private it will be. Nevertheless, if we have more people who want to do the same tour on the same day we will send you an email asking you if it is possible to join them to your tour. We will always respect your answer

Do you do discount for big groups?

The final price of the service can always be discussed for big groups.

Will you organize outings for large groups?

Without a doubt. We have organized tours for groups of 30.

How long is the walking in your tours?

The answer is depending on the tour that you may take with us. This is specifically explained when you book every tour. But for you to have an idea, in general during our walking tours through Santiago, Valparaíso, Chiloe, and others cities we usually walk 3.5 -5 hours. In the mountain tours the hiking activity lasts around 2 – 4 hours but the tour In general 7-9 hours. In any case you need to rest or stop we will be ready to do so.

Do you offer tours in other languages?

We offer tours in 5 languages: Spanish, German, English, French, and Portuguese. Most of our guides speak 2-3 languages. If you need a guide in any other language, we can always try to find a guide that speaks the required language. When filling out the form let us know your language of preference.

Terms & Conditions

1.- Booking policy

For the Day Tours, you just need to send us an email and answer the questions that we will send to you to customize your experience. After you have done this, we will send you an email confirming your booking.

A reservation at least 3-5 days in advance will be always recommended. If you do a reservation less than 1-2 days in advance we cannot promise that we will be able to offer you a service. Nevertheless, we will do our best to prepare your tour and help you to have an amazing experience in Chile.
For the Multi-day Tours you have to send us an email and answer the questions that we will send you to customize your experience. After you have done this, we will send you an email with the following steps to do the payment in advance. Once you have done it we will send you an email confirming that we have received the money and we will send you your booking confirmation.
For the packages tours, we need a reservation of at least 2 months in advance.

2.- Payments and prepaid policy

The payment method for the day tours: Must be done in cash at the end of every tour. We do not need any payment in advance. If you do not have Chilean Pesos, we can pass to an ATM machine or to an exchange money house to get the money.

The payment method for the multi-day tours: All payments are made completely at at the time of booking. This allows us to pre-book your hotels and tours in every location throughout Chile. Once you book your trip is guaranteed. After that you have to send us an email and answer the questions that we will send you to customize your experience, we will send you an email with the following steps to do the payment in advance.

3.- Currency

For the Day tours: The payment must be done in Chilean Pesos (CLP). In some cases, we might accept a payment made in USD or another currency. This should be previously required by email or asked to the guide during the tour.

For the Packages tours: The payment must be done in CLP or USD. If you pay online your credit card company will determine the actual exchange rate.

4.- Cancellation or Refund policy

For the Day Tours: We will always understand if something uncontrolled occurs and you must cancel the tour. As you have not done any deposit in advance we will not ask you to pay anything. Obviously, we expect to be told in advance if you decide to cancel the reservation for any reason you may have. In any case, you want to change the date of your tour, just let us know and we will be happy to show you around!

The only way that we cancel a tour is that it might be dangerous for the clients to do it. Reasons for this might be extremely bad weather conditions or manifestations.

For the multi-day tours: We understand uncontrolled things happen and plans change and we will refund your deposit minus a 20% of what you have paid. In the case of a refund, the client will be responsible for the cost of the money transfers. Once we have made arrangements for the activities in some Chilean Destinations or booking hotels the deposit is not refundable. If your travel plans change we will do our best to help you reschedule at no extra charge depending on hotel and tour availability.

5.- EXCLUSIONS

For the day tours: What is included and what is not included is described in detail when we send you an email with the tour information. However, the following are excluded from all our day tours:

Travel Insurance
Customary gratuities for guides, porters, and drivers.
All costs not outlined under “What’s Included”
For the tour multi-day tours: What is included and what is not included is described in detail individually on every package. However, the following are excluded from all our packages:
International flights
Internal Domestic Flights
Entry Visas
Travel Insurance
Customary gratuities for guides, porters, and drivers.
Unforeseen costs due to flight cancellation, weather conditions, etc.
All costs not outlined under “What’s Included”

6.- PASSPORTS AND VISAS (CHILE)

Visa to enter Chile: No advanced Visa application is needed to enter Chile. Australian and Mexican citizens entering Chile for tourism purposes will be charged a $160.00 processing fee payable on arrival. Cash and credit cards accepted.

USA, Canadian, and New Zealand citizens no longer need to pay the reciprocity fee ($160.00) to enter Chile. A valid passport is required while traveling as a tourist for 90 days.
We can assist you in exchanging currency locally if needed.

7.- Travel Insurance

City Trekking Guide is not responsible for theft or loss of baggage or personal possessions. Clients traveling with children are completely responsible for them. Our company does not provide insurance to our clients for tours. Therefore, we strongly recommend that you have adequate travel insurance for your holiday. Travel insurance covers your cost related to cancellation charges, unexpected curtailment of your holiday, medical and repatriation expenses including air ambulance, personal accident, delay loss, or damage to your personal effects. If you don’t have it already we recommend World Nomads. Visit them at the following link: https://www.worldnomads.com/

8.- Responsibilities of parties

Our company is not responsible for services and failures of those services by contracted third parties or in any situation where services are not provided directly by City Trekking Guide.
Our company is not responsible for the lack of room at a tourist destination. In such case, we will do our best to find another suitable accommodation for a similar category.
Our company is not responsible for timetable changes or programmed changes decided by the tour leader, local representative or other agency when made to guarantee the safety of the client.
If during the holiday, the client requests a change of itinerary for personal reasons, we will try to accommodate the client’s wishes. However, any additional cost is the responsibility of the client and no refunds can be given for activities already organized and then not undertaken;
Some of our tours offer to include outdoor physical activities and close proximity to nature. These tours, especially those at high altitudes, have an intrinsic level of risk and are dependent on a number of factors and circumstances that are out of our control. Therefore City Trekking Guide does not assume responsibility for accidents, (including fatal accidents), illnesses, or any other problems that arise as a result of omissions by sub-contractors, irresponsible behavior on behalf of the client, for any other reason (such as poisoning), or as a result of any other circumstances out of our control.

9.- Modification of Day Excursions & Programs

City Trekking Guide reserves the right to modify the itinerary if the change allows the achievement of better services or due to reasons beyond our control it is compelled to so, without altering the length of the tour. If for any particular reason a client doesn’t use a service included on the itinerary, he or she will not have any reimbursement or right to complain.

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