FAQs – Frequently Asked Questions
What happens when I make my online booking?

When you complete your booking on our secure website you will receive an automated order confirmation containing booking details and meeting point information, including directions for how to arrive by all available public transportation means.

What is Cancellation Policy?

As long as you give us 48 hours notice, we can change or fully refund your booking. Tours run regardless of weather conditions. Due to the attention and organization that goes into each tour, please take careful note of our cancellation policies:

  • Cancellations must be communicated by email info.cityarttours@gmail.com no less than 48 hours before scheduled departure time to request a refund. Cancellations received within 48 hours of the date of tour are non-refundable.
  • In case of some of the tours where museum tickets are included and they are non refundable (like Frida Kahlo Tour) we can make a partial refund
  • To change the time or date of a tour on existing reservations, an administration fee may be charging

Late arrivals and No Show

Due to extremely strict time slots for entry into attractions, we recommend you show up 10-5 minutes before the scheduled starting time of the tour. Our groups begin and depart precisely at the scheduled tour start time. If you show up late or cannot find the meeting point, for any reason, refund requests are not honored per policy. If you are having a hard time arriving on time we encourage you to contact us as soon as possible so we can do everything in our power to assist you with arriving at the meeting point at the scheduled time or reschedule to the next available tour.

Cancellations due to planes, cars or illness

As stated above, we do not refund clients who do not show up on time for tours. This policy includes, but is not limited to, tardiness due to flight or bus cancellations, delays, issues caused by traffic or congestion or illness. In general, we do not refund any group tour cancelling within 48 hours on the tour date.

Discount codes

Discount codes are valid for new bookings only. They are not eligible for pre-existing bookings and can not be applied retrospectively.

Gift cards

Gift cards are non-refundable.

Amendment policy

We would be happy to assist you with rescheduling your tour, free of charge, with any requests made more than 48 hours before the date of the tour. We reserve the right to charge an amendment fee should you request to reschedule within 48-24 hours before the date of your tour depending on the situation. Once again, this is subject to availability and price changes. In general, we only charge you for any additional costs that we incur such as tickets. We have no intention of profiting from disruptions to your vacation and will work with providers and suppliers to get this cost reduced to a minimum.

Are your tours designed for children? If so how much will I need to pay?

Children of all ages can take our tours. If they are 2 or under there is no cost.

Are gift certificates available?

Travel gift certificates are available and make a wonderful present for anyone who is visiting or lives in any of our cities.

Can I book a private tour or class for my group?

Yes. We offer private group tours for groups of up to 10 people, and custom tours for groups of any size. All private tours are priced on application so please contact us on our private tours page for more information.

Do I have to book in advance? Can I just arrive and pay cash?

Tickets for all tours must be purchased on our website. Walk ups or cash sales are not accepted.

Are tips included in the price?

Gratuities are not included in your ticket price and they are always greatly appreciated.

If it is sold out, is there a waiting list?

There is no official waiting list. Please notify us by email at info.cityarttours@gmail.com or call us and we will let you know what the options are if we are unable to get you on the tour of your choice.


Where do the tours start and finish?

The exact location of the meeting point for your walking tour or experience will be provided immediately upon booking. Our tour is held within easy reach of all modes of public transport. Most of the tours finish at the meeting point or close-by.

How long do tours run for?

The duration of our walking tours is approximately 2-3 hours. You can find specifics on each tour's page.

What is the size of the tour group?
The maximum number of people on our tours are 10 people. But most of the time we manage small groups.

How much walking is there?

Tours last approximately from 2 till 3 hours and we will be on our feet for roughly most of the time. Wear comfortable shoes to be on the safe side! Bring some water.

Are tours held in bad weather?

All of our tours go ahead – rain, hail or shine! In the case of rain, we are able to go inside many of locations and there are other places where we will be able to stay dry. We kindly ask you to look at the weather forecast and dress appropriately.

Are your tours only available in English?

At present, our tours are led in English and Spanish. However, should you desire another language please don't hesitate to contact us for arrangements as we have guides who speak multiple languages.

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Cancun, Mexico
+52 1 ( 998) 21 22 972

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