sandemans new europe
Frequently Asked Questions

FAQs

Questions about tours


1. Do the tours run despite bad weather conditions and public holidays?

Yes, our tours will still operate in spite of bad weather conditions, unless the safety of our guests is compromised. We have taken into account that rain and even stormy conditions are common in some of the cities we operate in, so we have accommodated to these instances.

If you do not wish to participate in your tour because of the rain, please send an email to info@neweuropetours.eu with your booking number and the desired date for rescheduling the tour. If your tour is a free walking tour, you can simply make a new booking online.

 

2. Is there a maximum or a minimum number of people allowed on a tour?

We have no minimum for most of the tours. In terms of the maximum, we work hard to achieve an average group size of 26 PAX and we will always try to keep numbers under 30. In certain cities where there are city imposed restrictions on tour group sizes, such as Amsterdam, we keep the group sizes to a maximum of 15 PAX.

We do our best to have multiple guides to ensure that everyone can be accommodated, but at particularly busy times of the year (public holidays, Easter weekend, etc) it is recommended to reserve your spot online in advance to guarantee participation on your desired date.

If you are planning on joining the tour with a group larger than ten people, reservations are required so that we can be sure to have an appropriate number of staff members at the tour starting point on the given day.

 

3. What languages are the tours offered in?

Most of the tours are offered in both English and Spanish across the network. Tours in French are available in Paris and tours in German are also available in Hamburg, Berlin and Edinburgh. Private tours in German and French can be arranged in select cities by contacting private@neweuropetours.eu.

 

4. Can children attend the tours?

With the exception of tours that specify an age requirement in the description (ex. Beer Tours and Pub Crawls (18+), or the Dachau Concentration Camp Memorial Tour (13+)), Children aged 13 and under accompanied by a parent are welcome on any of our tours.

 

5. Is it possible to do two tours in one day?

Yes! Please see specific tour times and days for more information about combining tours.

 

6. Can I join the tours halfway?

Due to organizational reasons, it is not possible to join any tour halfway. If you would like to do the tour, please do everything you can to make it to the starting point on time and we will be more than happy to welcome you!

We understand that this might not be ideal for you but please take into account that you will be participating in a group tour with other guests, therefore picking up people halfway will inconvenience the whole group. We appreciate your understanding on this matter.

 

7. Are the tours wheelchair accessible?

This depends on each tour, since some of them are held in places like mountains and require some hiking we recommend you to check the tour specifications on our website before booking or send us an email to: info@neweuropetours.eu.

 

8. Is the transportation fee included in the ticket price?

This depends on each tour. Therefore, we recommend you to check the tour “inclusions” tag  information on your desired tour before booking or send us an email to: info@neweuropetours.eu for further information.

 

9. Does the Free Tour include the entrance fees to places of interest?

The Free Tour does not require any additional entry fees, as there are no places included in the tour that require one.

 

10. What time do I need to show up for my tour?

Please be at the meeting point of the tour 10 to 15 minutes before its starting time. This way we will be able to organize the groups and to make sure the tour runs on time. If you made an online pre-booking, make sure you bring your ticket with you, either printed or in your phone!

 

11. How long is my tour?

Usually, most Free Tours last up to 3H. The select and private tours have a range that goes from 2 to 9 hours depending on the tour. Please check the “average duration” time listed on your tour of interest.

 

12. How do I find the starting point of my tour?

You can find our starting point on the “meeting point” section of our site or check your ticket. It is always available there.

 

13. Where does my tour end?

Unfortunately, we cannot guarantee the exact ending point of the tour, since our guides work on a freelance basis, meaning they choose the route that is more appropriate for each group. If you ask at the beginning of the tour, your guide will be happy to let you know where they plan to take the group.

 

14. What is the itinerary of my tour?

You can find a brief overview of the tour on our website. Every tour in each city has a small summary on its information page which includes the “tour highlights”. We cannot guarantee the exact order in which you will see the places listed in the tour description as the independent freelance guides that we partner with may make modifications to the tour route to fit the interest of the group. If you ask at the beginning of the tour, your guide will be happy to let you know where they plan to take the group.

 

15. Can I book the tour with a specific guide?

As we partner with freelance guides, their schedules change often and we are not able to confirm which guide will be working on a specific tour. However, we are sure that any of our guides will do a great job!

If you’d like to take a tour with a specific guide, we might be able to arrange a private tour for you. Please send us an email to privatetours@neweuropetours.eu for more information.

 

16. Are the tours suitable for children?

Our tours are not especially designed with children in mind. However, if you go to the section of each tour on our website, you will be able to find all the information regarding the contents of the tour, so that you can make an informed decision. There are indeed some tours that are not appropriate for minors.

 

17. What should I do if I’m running late for the tour? 

If you are going to be more than 10 minutes late for the tour, it is recommended to reschedule your paid tour for a later time or date. You can do this by contacting our customer service team by phone or by email (info@neweuropetours.eu) with your booking reference number and the new time/date you would like to attend. If you are running late for the Free Tour, there is no need to reschedule. You can simply join the next available Free Tour time.

Questions about bookings

 

18. I cannot book online, what can I do?

a) If you are having problems with our website, you can download our app (Apple Store or Google Play) and try to book it online again at any time before the desired tour. Print or download the PDF format of your ticket into your Smartphone to present it at the meeting point. This option is mandatory to the groups of 10+ partakers with a small reservation fee per person for the Free Tour. When you book a tour online, you have a guaranteed spot on the selected tour.

b) It is also possible to go directly to the designated meeting point 15 minutes before the tour begins and register with one of our local staff; please note that in case the tour is fully booked by the time you get to the meeting point, we will not be able to accommodate you on the tour without a booking.

 

19. Do I need to book a Free Tour or a select (paid) tour in advance?

No, it is not a problem for you to show up directly at the meeting point 10 to 15 minutes before the tour starts and register yourself on the spot with one of our representatives*. However, booking your Free Tour or paid tour in advance will help us plan ahead and decide how many guides we will need on a given day. On busy days with higher demand for our services and limited spaces on the tours, priority will be given to those who have pre-booked.

*The Free Tour is intended for small groups and individual travelers. If you are joining with a group of 10 or more people, pre-booking the tour is necessary, and you will be asked for a small per person reservation fee. On paid tours, discounts are available for groups of 10 or more people when booking online, and 5% discounts are automatically applied for any person booking more than one paid tour.

 

20. How can I book a private tour?​

For those families, couples or groups looking for a more personal experience with a private tour guide, then a private tour would be your best choice! Your private tour guide can pick you up from your hotel, you can suggest your preferred starting time and even adjust the content to your preferences. You can book a private tour starting from €120 / £130 / 1080 DKK per tour guide booked. Please keep in mind that the maximum guest to guide ratio varies dependent on your city of interest so please include the number of persons in your group with your inquiry.  To book a private tour, please click here.

 

21. How far in advance can I book a tour?

You can book the tour as far in advance as you like. If you book more than two months ahead, we recommend you to check the schedules and starting points on our website closer to your tour date, as our tours are subject to schedule changes. However, we will normally let you know via email about those changes before the tour takes place.

 

22. How can I reschedule or cancel my Free Tour?

If it is a reservation for the Free Tour for a group of nine people or less, you can make a new reservation without having to cancel your previous booking, or simply go on another time and date to the meeting point 10 to 15 minutes before the tour starts and speak directly with our representative there.

 

23. How can I reschedule or cancel my select (paid) tour?

If you want to reschedule your select tour, please send an email to info@neweuropetours.eu with the name of the city you are doing the tour in, your booking reference number and  the new date to join the tour. We will be more than happy to assist you.

As you will see on our Terms & Conditions, SANDEMANs NEW Europe has a no refund policy unless we are at fault for the cancellation of your tour. However, if you let us know more than 24 hours before the start of the tour and we will credit you with 50% of the purchase price which can be used towards the purchase of additional tours.

Questions about SANDEMANs

 

24. Do you offer a rewards program for repeat customers?

Yes! We have a Loyalty Card program that can be used to gain discounts and rewards as you make your way around our network. All the info about our Loyalty Card program can be found here.

 

25. How can I apply to guide with SANDEMANs?

You can apply and find all the info you need here.

 

26. How can I apply to work at SANDEMANs NEW Europe?

You can apply for available positions here.

On this page you will find the necessary requirements and descriptions of the different positions for which we are currently recruiting.

SANDEMANs fresh news
SANDMEANs is back!

We are gradually reopening cities across our network, and running most of our tours with limited availability.For more information about our tours running in English, and for an overview of the safety, health and wellbeing measures we're taking for our staff, guide partners and valued guests, visit the link below

Covid 19 Update