Contacting outside business hours
Here is what to do if you need to contact us outside business hours because you need a tour, have an emergency or anything else. Our office business hours are Mon-Fri from 9AM to 5PM (except local holidays) – Spanish Time.
I NEED TO BOOK A TOUR
- If you need a last-minute booking for tomorrow but our office is already closed, I’m afraid we won’t be able to provide a tour as we can’t arrange tours when the office is closed.
- If you need a tour for Saturday, Sunday or Monday, but it’s Friday after 5PM (Spanish Time) or already the weekend, I’m afraid we won’t be able to provide a tour as we can’t arrange tours when the office is closed.
- If you need a tour for later, please send us our website contact form and we’ll get back to you on Monday.
I HAVE ALREADY BOOKED A TOUR AND I HAVE AN EMERGENCY
If you need a last-minute change, please check this section of our Terms and Conditions first.
- Call your tour guide. If you need to contact us regarding a tour for tomorrow, the weekend or Monday and our office is already closed, THIS IS THE FASTEST WAY TO SOLVE ANY ISSUE. You’ll find her/his cellphone number in the email confirmation we sent you upon booking. If your guide doesn’t pick up the phone (they might be in a tour, or be sleeping if it’s late at night, or just not hear it), please leave them a voicemail and/or send them a text message (SMS or whatsapp) – otherwise your guide might just dismiss a last call. Make sure to state your name AND date of your tour in your message, so your guide can quickly identify you.
- Use our emergency email to contact our booking team. Weekends are our bookings team day off, but if you send us an email to [email protected], it will be forwarded to their personal email accounts. We cannot guarantee they’ll see it right away – unfortunately we are a small company and can’t afford a 24/7 customer service yet – but they are likely to check their emails at some point (as anyone does!), and they’ll take action as soon as they read it.
Please do not send us other emails to check if we’ve read it: that’ll only slow down our capacity of answer. But do email us if your situation changes and you need to provide new data about your case.
PLEASE NOTE that our team cannot get you extra tickets for Park Guell or Sagrada Familia when the office is closed. If someone is joining you last-minute, we’ll do everything that is in our hands to accommodate them, as soon as we are back to the office (assuming your tour hasn’t taken place yet). Please understand that since in most sites tickets sell out, we cannot promise we’ll be able to find extra tickets last-minute.
I NEED SOMETHING ELSE
For any other instances, please email us and we’ll get back to you as soon as our office is open again (either next day or Monday, as applies).