Do you have any questions?

We’ve tried to think of all the questions you might have, to help you have a carefree journey

Covid-19

In order to get up to date information regarding travel to, from and within France, and all the safety measures that currently in place, we recommend that you consult this website that has been put together by the European Union.

What documentation do I need to provide to gain access to museums and monuments in France since July 21st?
You will need to present documents relating to Covid-19 in order to be allowed access into indoor sites. Please ensure you have the necessary documents with you on the day of your tour and please also bring a form of identification.

Documents that will be accepted in France:

  • Proof that you are fully vaccinated with a vaccine that is recognised in the EU (Pfizer-BioNTech, Moderna, Astra-Zeneca or Janssen). For our European visitors this will be the EU Covid Certificate. For American visitors, this is your CDC card. Other visitors please bring the official documents provided by your country.
  • If you are not fully vaccinated, you will need a negative PCR test taken less than 48 hours prior to your visit.
  • Or the results of a positive RT-PCR or antigen test attesting to recovery from Covid-19 which is more than 11 days old and less than 6 months old

Please note: our cancellation terms remain flexible, you can cancel and be fully refunded up to 24 hours before your tour departure time. If however you are refused entry to a museum or monument because you do not have the necessary documentation, we will not be able to rebook or refund your tour

What precautions have you taken to ensure your tours are compliant with current safety regulations?
We are compliant with international, governmental and local protocols and have received the stamps of approval as below:
The ‘Safe Travels’ Global Tour Operator protocol of the World Travel & Tourism Council
The ‘Caring Attitude’ Paris Tourism Commitment Charter of the Paris Tourist Office

What measures will be taken during the tours?

All of our tour guides and collaborators are informed of all the measures that should be observed and implemented during our visits.
Our guides will ask you to respect the social distancing measures in place on the day of your visit.
Masks must be worn by all participants aged over 11. Guides will also wear masks.
We will have approved disposable masks available if you do not have your own (please note you will need to wear a mask at all times when you are out in Paris and on all forms of transportation including taxis).
We will provide single dose pods of hydroalcoholic solution.
For some tours we will ask that you bring your telephone and earphones in order to be able to hear your guide at all times during the visit. If you do not have earphones we will provide disposable ones for you. If each member of your party does not have their own phone we will provide you with one for the duration of the visit.
You do not need to print your vouchers, mobile vouchers are accepted on all our tours.

Can I opt to visit with a smaller group?

We offer different group sizes depending on the tour. All tours can be done as private tours for just you and your family or friends. You can also choose to take a semi-private tour of just 6 or 8 people, or shared tours of 15 or 20 people, depending on your preferences.

What if I need to cancel due to Covid?
We operate a flexible, hassle free cancellation policy.
You can cancel for any reason up to 24 hours before your tour start time and get a full refund, no questions asked.
If you booked on our website, please cancel directly on the site and we will refund you.
If you booked via one of our partners, please cancel on their website, your refund will be processed by them.

General Information

About our tours

What languages are the tours in?

All of our tours are conducted in English, and we also run a selection of tours in French. This will be specified on the tour page. Tours are conducted in one language only.

Are there extras on the tours that will require a payment?

You will not be asked to pay for anything extra on the tour, unless of course you want to buy food and drinks, souvenirs or other personal choices. All entrances, reservations, booking fees and tickets are included. Each tour page specifies what is included in the tour.

Do the tours run in all weather?

The tours do run in all weather. Please dress accordingly! The exceptions are the online tours, which may need to be postponed in extreme weather conditions to protect the filming equipment we are using and due to poor internet connection. Please note the Eiffel Tower may close the summit in strong winds, in this case the tour will go to the second floor and you will be automatically refunded the difference in price.

Accessibility

Are your tours wheelchair accessible?

Wherever possible we try to make our tours accessible to everyone, but many museums and sites will require wheelchair users to use elevators that the rest of the group are not able to, making it difficult to follow a group tour. Please contact us, as we can arrange private tours for you or advise you on tours that will be accessible for you. We will also need to know if you are in a wheelchair or if you require us to rent one for you. Some of the venues do have wheelchairs available to rent or borrow on site. We can advise you on this depending on the tour you wish to take.

Can I bring a stroller/pushchair?

This varies depending on the tour. On outdoor tours it is not a problem (although be prepared for cobblestone in some areas), for tours inside museums and monuments please check the section for your specific tour below.

How much walking is there on your tours?

This varies depending on the tour. Our guides are of course there to help you and ensure the tour is comfortable for you. If you have any concerns please contact us before booking and we can advise you.

Meeting points

How do I know where to meet my guide?

Your meeting point is described in detail on your voucher. There is a map and instructions of how to get there. Please read this carefully before going to the site.

How will I recognise the guide?

Your guide will be wearing their guide card around their neck on an orange lanyard. It has our logo on it.

When should I arrive at the meeting point?

Please make sure you are at the meeting point 15 minutes before your tour departure time.

I can’t find the meeting point

If you cannot find the meeting point please call us on +33 1 85 65 74 63.

I am running late for the meeting time

If you are running late please call us on +33 1 85 65 74 63. Where possible we will try and help you join the tour, but please be aware that we have pre-booked entry times at the sites and we have to respect them and enter on time. Once the guide and group has started the tour we cannot guarantee that any latecomers will be able to join.

Dress code

The tour includes a religious building, what should I wear?

Religious sites may request that you cover your shoulders and do not wear shorts or short skirts. Hats should be removed.

Group sizes

How many people will be on my tour?

We offer tours of varying group sizes, often you will be offered a choice of group size when you book. You can book a private tour just for yourselves or semi-private tours with a very limited number of participants. Please note that our shared tours are not more than 20 guests maximum, so you’ll always be in a small group. Please check the tour page for the tour you are interested in.

Is there a minimum number of people required to run the tours?

There is no minimum required on our tours, if you are the only participant, we will run the tour for you!

After your tour

How can I leave a review for my tour?

If you enjoyed your tour we’d be delighted if you would leave us a review on the platform where you booked your tour. Every positive comment helps us and is much appreciated. You will receive an email reminder from them after your tour and also from us. If you would also like to leave us a review on Google or Facebook we would be more than happy! We thank you in advance for taking the time to leave us reviews, we pass them all on to our guides and it really does make a difference.

Booking a tour

Availability

How far in advance should I book my tour?

You can book your tour as soon as we put them on sale. This varies depending on when the reservations are made available to us by the sites. It can be from 18 months to 3 months in advance. We do not put tours on sale until we have secured our entry reservations to the museums and monuments.

Do you accept last minute bookings?

Our tours remain on sale until they are fully booked, or until 15 minutes before the tour starts.

There is no availability showing online

This usually means the tour is sold out, or we haven’t yet opened the availability as it’s too far in advance and we don’t have our reservations at the sites yet. Sometimes we are able to get late availability, and we will open tours as soon as we do, so keep checking back!

Can I show up without a booking?

We are not generally able to accept guests without a booking. The sites require advance ticket booking and reservations, and you need to book onto the tour in advance to ensure that we allot you a space. However sometimes we do have last minute places available and can book you on the spot. We are not able to guarantee this however.

Prices and promo codes

Do you offer discounts for children?

We are very keen to offer the lowest prices possible for under 18s, and we do offer discounted rates for both youths (11-18 years) and children (4-10 years). These are shown at the time of booking.

I have a code, how do I use it?

When you book you will be asked if you have a promo code and given the opportunity to enter it. This should automatically deduct the discount from your booking. If for any reason it does not work, please email us on booking@memories-france.travel.

Tour confirmation

When will I receive confirmation of my booking?

You will receive an email confirmation as soon as your booking is completed.

I have not received a confirmation email

Please contact us on booking@memories-france.travel if you do not receive your confirmation.

I cannot get my booking to go through

Please email us on booking@memories-france.travel and we will be happy to help you.

I’m not sure if my booking was accepted

If you do not receive a confirmation email it is likely that your booking did not go through. Please check if the payment has been deducted from your bank account, if it has and you have no confirmation please contact us.

Vouchers

Where do I find my voucher?

Your voucher will be sent to you with your booking confirmation.

Do I need to print my voucher?

You do not need to print your voucher. We prefer to protect our forests and so request that you do not print it if possible.

Special requests

I can’t see the tour I want, can I request it?

If you have any requests please contact us at contact@memories-france.travel. We have a large team of expert guides and they are able to lead many tours which we do not currently have listed on our website. We may be able to run it as a private tour for you.

Can I book a private tour just for me and my family?

Private versions of all the tours on our website are available, plus some that we only offer privately, and we are happy to try and accommodate any other requests for private tours that you may want to take. Don’t hesitate to contact us!

I have food allergies, how do I let you know?

If your tour includes food, a special requirements section is available when you book. Please fill this in as we need to inform our restaurant partners at time of booking, they are not able to accommodate last minute requests.

Cancellations and changes

Cancellations and refunds

How can I cancel my booking?
If you booked on our website simply cancel your booking on the site and we will refund you.
If you booked through a partner website please cancel your booking on their site or contact their customer service department and they will take care of your refund.
Will I get a refund if I cancel?
Our tours are fully refundable up to 24 hours before your tour start time, no questions asked.
If you booked on our website, please cancel directly on the site.
If you booked with one of our partners, please cancel on the site where you made your booking.

Less than 24 hours prior to your tour start time we’ve already started preparing for your visit and we can’t easily fill your slot, so we can’t provide a refund in that case.

Occasionally we may have to buy non-refundable tickets for private tour bookings. We will communicate this with you very clearly prior to confirming your booking.

Amendments and rescheduling

Can I change my tour date?

If you wish to change your tour date, you can do this up to 24 hours prior to your tour start time, as long as we have availability on your new requested tour time. Please contact us and we will assist you.

Can I add more people to my booking?

You can add more people to your booking as long as there is availability. Our website shows the spaces we have available in real time, please check there to see if we can accommodate more people on your tour, if yes you simply need to make a new booking for them.

Can I remove people from my booking?

You can cancel people from your booking up to 24 hours before your tour start time and get a full refund. If you have a booking for several people and do not want to cancel everyone, please contact us.

Will there be a charge for rescheduling or making changes?

There is no charge for rescheduling.

Missed tours/late arrivals

I missed my tour, can I come another day?

Normally if you miss your tour it’s not possible to join another day, during busy holiday seasons the tours fill up fast. If we do have space on another day, we can reschedule you, but there will be a fee. The reservations and tickets that were allocated to you on your original tour will be forfeit at the sites, and we will need to allocate new tickets to you. Please contact us and we’ll do our best to accommodate you.

I missed my tour, can I get a refund?

We are not able to refund for missed tours.The tickets and reservations are no longer valid, they must be used at the pre-booked time and with your guide, we cannot use them at another time. Please note that the place on the tour was saved for you, if you do not turn up and we are not notified we have no opportunity to try and sell it to another guest.

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