FAQ (Frequently Asked Questions)

 
  1. How can I contact one of your Tour Experts to ask questions?
  2. If I can`t find the right tour or hotel can you customize a tour just for me?
  3. Can I book a tour or hotel over the phone?
  4. When I find a tour or hotel I like how do I book it?
  5. My credit card payment did not go through online what should I do?
  6. What is a 3D Secure payment?
  7. Can I pay by bank wire/transfer?
  8. Are your request forms online secure?
  9. What if I decide to cancel?
  10. Can I change a tour or hotel once booked?
  11. How long does it take to confirm back my booking?
  12. What is a E&W Dashboard?
  13. Where do I go to view my customized itinerary?
  14. How do I pay online through my E&W Dashboard?
  15. Can I book Airfare through you?
  16. Do you sell Travel Insurance?
  17. Can I book this when I get there?
  18. I have a large group can you quote for groups?
  19. Can you send me a brochure?
  20. Is there another way to book than online?
  21. I don`t have or own a credit card, how do I book?
  22. When will I receive my vouchers and final itinerary?
  23. I have not received a reply to my email?
  24. Can I book more than one tour or hotel at the same time?
  25. What hotels does this tour pick up from?
  26. Are there different times of departure for this tour?
  27. Can I get dropped off after my tour to my hotel or in the city?
  28. Where is the meeting point for my tour?
  29. Do I need a Visa or passport or are there any special health requirements for this tour?
  30. Does this operate on Christmas and Public Holidays?
  31. What languages are tours conducted in?
  32. How far in advance can I book?
  33. I don`t know what my exact travel dates are yet, can I book and leave it open dated?
  34. Are there discounts for booking more than one tour?
  35. Do tours pick up from the airport?
  36. I am a travel agent can I sell your products to my clients?
  37. I have a website related to your products can I sell your tours and hotels on my website?
  38. I want to list my products through Eat & Walkabout - how do I do this?
  39. How can I apply for a job at Eat & Walkabout?

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  1. How can I contact one of your Tour Experts to ask questions?
    You can click on the live help message button on the footer of all our pages to get live help. If an expert is not available then you can leave a message and we will get back to you shortly. Or you can see our contact details on our contact page.

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  2. If I can`t find the right tour or hotel can you customize a tour just for me?
    Yes, we specialize in custom tour design for Spain and Portugal. To request a customized itinerary go to our tailor-made travel page.

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  3. Can I book a tour or hotel over the phone?
    Sorry, but we do not accept bookings over the phone all bookings must be done online either through the tour you are interested in, or through your private dashboard if a customized itinerary. We would be delighted to speak over the phone to answer any questions or concerns about a tour or the trip we have created for you. You can find our phone number on the . contact page

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  4. When I find a tour or hotel I like how do I book it?
    Click on the "Book Now" button or go to the "Prices & Dates" section of the tour or hotel, if rates are online you will see the calendar, select your date by clicking on it, then choose the price option you are interested in add to a shopping car to check out and you will be taken to our bank`s secure payment page  (sign in required to make payment online, see below number #12). Tours or hotels that do not have pricing online are on request, so just click the "Special Request"  button and fill out the form then one of our experts will get back with a quote by email.

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  5. My credit card payment did not go through online what should I do?
    If this is the first time you have used the 3D Secure payments online offered by Verified by Visa and MasterCard SecureCode it is normal for your payment to be blocked the first time. When this happens you must contact your card issuing bank and tell them you want to make a payment online using the 3D Secure payments and to let it go thru the next time. Now just go back online in your dashboard go to the "Purchase Orders" and then try the payment again and it should go through fine. If you have any concerns or questions just contact us.

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  6. What is a 3D Secure payment?
    Online payments are provided by our bank, CaixaBank. Our bank`s payment systems offer the highest protection online with 3D Secure payments using Visa and MasterCard, All personal information you submit is encrypted and 100% secure.

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  7. Can I pay by bank wire/transfer?
    Yes, but only if the booking is made no less than 20 days in advance of the start date. When you check out you will see the option and bank account details. We require you to send within 24 hours a copy of the bank wire order or your booking will be cancelled.

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  8. Are your request forms online secure?
    Yes, our whole website is secure! We use SSL-secured pages for our forms secured with a Let´s Encrypt Web Server Certificate. Transactions on the site are protected with up to 256-bit Secure Sockets Layer encryption. 

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  9. What if I decide to cancel?
    For all cancellations, you must send to us in writing by email to info@eatandwalkabout.com. Please refer to our Terms and Conditions for any cancellation fees, etc... In some cases tours and hotels might have special conditions please refer to the itinerary for any special terms and conditions.
  10. Can I change a tour or hotel once booked?
    In most cases yes and if done well in advance. All changes must be done in writing by email to info@eatandwalkabout.com There are fees applied to changes so please refer to our Terms and Conditions.

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  11. How long does it take to confirm back my booking?
    Normally all answers back to bookings take 24-48 hours, in some cases more depending on the duration and logistics.

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  12. What is a E&W Dashboard?
    It is a private section of our website for our visitors to add tours and hotels to a wish list, make reviews or shopping cart for later purchase, and where our experts post your customized itineraries & booking details. You can sign up here for your private E&W Dashboard.

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  13. Where do I go to view my customized itinerary?
    You will receive by email instructions on how to log in to your private E&W Dashboard (see number #12) and then go to the Customized Tours section in the menu here you will see the itinerary details and click into the itinerary to review your trip details. If you are satisfied with the trip proposed then click the "Prices & Pay" button or go to the "Prices & Dates" section of the itinerary. You will find the "Pay Now" button there to make payment through the shopping cart. Once payment is received we will confirm back with the final trip documentation needed.

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  14. How do I pay online through my E&W Dashboard?
    You log in to your E&W Dashboard (see number #12), if it is a customized tour go to that section in the menu then click the "Prices & Pay" button or go to the "Prices & Dates" section of the itinerary. You will find the "Pay Now" button there to make payment through the shopping cart. Once payment is received we will confirm back with the final trip documentation needed. (Was your payment declined? see number #5)

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  15. Can I book Airfare through you?
    E&W does not offer bookings for airfare. We specialize in customized land tours with either private or coach tours including hotels, restaurants, tours, etc...

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  16. Do you sell Travel Insurance?
    E&W does not offer Travel Insurance. You should seek the advice of your local licensed Travel Agent or Insurance Company for a quotation. E&W strongly recommends the purchase of Travel Insurance and it is required for small group tour departures.

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  17. Can I book this when I get there?
    E&W products can only be booked online. It is recommended to book well in advance to avoid disappointment as many of the tours and hotels are popular, and can be sold out quickly. We do not accept booking requests under 5 business days in advance of the start date.

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  18. I have a large group can you quote for groups?
    E&W can attend to individuals and groups of any size. Just inquire through our tailor-made travel page so one of our experts can review it and get back to you. As well most of the tours can be customized so if you see a tour you like just click on the "Special Request" button in the "Prices & Dates" of a tour you would like to customize.

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  19. Can you send me a brochure?
    Our tour and hotel information pages are electronic and are only displayed on the web. You can download the tours via PDF document when you print it. Here you can download our E&W brochure in PDF. You should find all the information you need about the tour or hotel in the product information pages. If there are other details you would like to know that are not specified anywhere on these pages, please contact E&W via email.

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  20. Is there another way to book than online?
    Sorry, but we do not accept bookings over the phone all bookings must be done online either through the tour you are interested in, or through our private dashboard if a customized itinerary. We would be delighted to speak over the phone to answer any questions or concerns about a tour or the trip we have created for you. You can find our phone number on the contact page.

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  21. I don`t have or own a credit card, how do I book?
    See number #7 Can I pay by bank wire/transfer?

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  22. When will I receive my vouchers and final itinerary?
    You will receive an email notifying you that they are ready online in your E&W Dashboard (see number #12) for printing out. Just log in with the details provided when registering for your E&W Dashboard then go to the "View Itinerary" section after that click on the "Voucher List", here you will see the list of all the vouchers for your trip, now you just have to click the "View Voucher" of each one and then print it out or download in PDF format. Vouchers are required for all tours and hotels and to be presented at the start of any service.

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  23. I have not received a reply to my email?
    Some email internet providers can mark general booking emails such as those sent from E&W as "spam" - please check your spam folder for previous email replies. If you have your spam filter set to the highest ranking, only emails from senders in your address box will go into your inbox. Any other emails (such as replies from internet sites you have booked on) will go into a "spam" folder. These emails can sit in this folder for up to 7 days and then your email system will automatically delete them.

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  24. Can I book more than one tour or hotel at the same time?
    Yes, you can book as many as you want. You can either book and pay separately or add many products to a cart, login will be required to your dashboard (see number #12).

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  25. What hotels does this tour pick up from?
    Hotel pick-up points are either listed on the tour page or you`ll be advised in your printable voucher at the time of sending the final details. On many coach tours there are no hotel pickups available they all leave from a terminal or general meeting place in the city centre. Details will be in your voucher as how to get to the meeting location if hotel pickups are not provided. On all private tours pickups will be arranged from your hotel, except for walking tours without transportation and if your hotel is outside of the city centre then you will meet the guide at a designated location where the tour will start.

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  26. Are there different times of departure for this tour?
    The times of departure or operation are found on the tour pages in the Day-by-Day Itinerary section. Some departure times are not set and can be flexible you can request a start time to see if it is suitable.

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  27. Can I get dropped off after my tour to my hotel or in the city?
    On all coach and small group tours, they normally end where they started. For private tours, you will normally be picked up from your hotel and dropped off, except for walking tours if the hotel is outside the city centre.

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  28. Where is the meeting point for my tour?
    The meeting point for the beginning of every travel service can be found on the day-by-day itinerary of the tour page. As well further details will be in your printable voucher and contact details. 

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  29. Do I need a Visa or passport or are there any special health requirements for this tour?
    E&W does not offer advice or information on visas, passports, or health requirements. It is the responsibility of all travellers, regardless of the passport they hold, to check with the appropriate consulates to determine if any visas are needed. As these requirements are subject to change without notice, it is recommended that foreign visa, passport, and health requirements are investigated prior to travel.

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  30. Does this operate on Christmas and Public Holidays?
    You can check the availability in the "Prices & Dates" section of the tour page. Please note that public holidays vary throughout the regions where we offer travel services. Some tours may not operate on certain public holidays this will be advised at booking if applicable.

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  31. What languages are tours conducted in?
    E&W offers English and Spanish Speaking on all tours in Spain. For Portugal we offer in English and Portuguese. As well other languages can be offered on request and we can then see if possible. On private tours, we have guides that speak many different languages.

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  32. How far in advance can I book?
    We suggest you book well in advance as tours and hotels book fast. All bookings can be made up to a min of 5 business days in advance of the start date, under this amount of time we cannot accept bookings.

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  33. I don`t know what my exact travel dates are yet, can I book and leave it open-dated?
    Sorry to say but to book anything we need the date, you can get a quote from one of our experts on any specific tour, or we can quote a custom tour based on approximate dates but the booking cannot be made until we have the exact dates and prices could vary depending on the dates.

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  34. Are there discounts for booking more than one tour?
    Each booking is made separately, therefore, we cannot offer discounts for multiple bookings. Although there are frequent discounts on the different tours we offer. Sign up for our newsletter to receive details about the offers.

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  35. Do tours pick up from the airport?
    Most day tours and sightseeing tours do not offer airport pickups unless private basis. Please refer to the day-by-day itinerary of each tour to find out where the pickup will be. We can arrange a private transfer for you from the airport please refer to our transfer services online.

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  36. I am a travel agent can I sell your products to my clients?
    Yes, E&W works with travel professionals (travel agencies and tour operators) worldwide. You can contact us for special rates and conditions and also register here in our Agents & TO`s page. We can create any type of customized itineraries for your clients visiting Spain and Portugal. We have built over the years an extensive database of guides, hotels, restaurants, etc... to service all over Spain and Portugal. Another solution to sell our products would be to become an affiliate partner. See here for details about the partner program.

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  37. I have a website related to your products can I sell your tours and hotels on my website?
    Yes, we have a special affiliate partner program that you could join. The minimum requirements are that you must be a sole proprietor or registered business see here for details about our E&W Affiliate Partner Program.

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  38. I want to list my products through Eat & Walkabout - how do I do this?
    For suppliers (hotels, drivers, guides, local operators, etc...) who would like to work with us, you can find out more details in our supplier partners page

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  39. How can I apply for a job at Eat & Walkabout?
    You can see if we have any jobs open on our LinkedIn page

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  40. Where can I find more information about Eat & Walkabout?
    Please visit Eat & Walkabout´s about us page for more information. As well, you can also read past reviews in the various tours online and past tailor-made tour reviews

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    If you have any concerns or questions you can contact one of our experts. See our contact us page