Frequently Asked Questions

What should I see and do on my trip?

Our local experts have all the answers for what to see, do, eat and drink in our cities. Browse through our tours and #localsknow tips by entering your city in the search bar in the top left corner of our website. We have all our full tour itineraries listed and lots of insider suggestions on our blog.

Help! I'm having problems with your website!

Please contact us at with a screen grab of your problem and we'll get back to you right away.

Where do I enter my promo code or gift voucher code?

Happy gifts and discounts! Scroll down to the very bottom of the booking page and you'll see two boxes for gift certificates and special offer codes. Enter it there and click "update price."

How big are your tour groups?

We're all about getting into the places big tours can't do, so our tours have a maximum group size of 12 people. This way, we don't overwhelm the destination and you're able to have a real experience and immerse yourself in the local environment. On extremely rare occasions there may be slightly more travellers, but in these cases we will try to contact you beforehand to let you know.

Do tours need a minimum number of travellers before they depart?

Nope! Our tours are guaranteed to depart, even with just one passenger. So you could get us all to yourself! Lucky you... However, if you are the only person and would like to move to another day when there are other passengers, please email us

How physically demanding is my tour?

We provide physical ratings for each of our tours, ranging from an easy low to an active high. The physical rating for each trip is listed on our website with the full trip details.

Are your tours accessible for people with physical disabilities?

We try to make our tours accessible whenever we can, but unfortunately, some destinations may be challenging for those with wheelchairs or other assistive devices. Check the accessibility and physical rating for each trip, which are listed with the full trip details on our website.

Are your tours suitable for LGBTQI travellers?

Of course. Everyone should feel comfortable on a tour with us and we know that many of our travellers are part of the LGBTQI community. Just remember to be mindful of local laws and customs.

Can I bring my kids on my tour?

Yes, we have lots of tours that allow children! The minimum age and child policy will be included in the tour description, and children under six are typically free of charge. However, if you require a stroller, please check that the tour is also listed as accessible.

Do you cater for dietary requirements on food tours?

We can cater for dietary requirements on most tours, provided you advise us in advance. When you book your trip, please make a note that you need a modified menu. Our leaders will do everything in their power to ensure your needs are met. Please note, though, that in some destinations there may be limited or no options for dietary needs.

What if I am late or miss the start of my tour?

We recommend you allow plenty of time to arrive early for your tour, especially when you are in a new destination where transport can take longer than expected. Because we want to ensure our other guests can still enjoy their tour, all our tours start on time. If you know you are going to be late, please contact Urban Adventures at the number on your tour voucher. Unfortunately, if you are late and do not notify us, the tour will start without you and you will not be entitled to a refund, as per our terms and conditions.

What is the starting point for my tour? Can I be picked up?

The tour meeting point is listed on both your voucher and on the tour page on the website. Only selected tours provide a pick-up from your hotel. This is because we want you to spend your time touring, not doing pick-ups. Yawn, right? If your tour does not include a pick-up, you will need to arrange your own transportation.

Do you run private or custom tours?

We provide custom tours in most of our destinations. We work with local guides to help you customise your tour to be exactly the adventure you want. If you have a large group and wish to book a private tour, email us at and we'll work something out.

Will tours be cancelled in bad weather?

We don't want you to miss out on your tour just because of a little rain so most tours will go ahead in all weather conditions. However, if tours are cancelled under extreme circumstances, your leader will contact you to move your tour to another day. For that reason, please make sure your booking includes a phone number or email address where we can contact you while you're travelling.

Do you run tours in languages other than English?

Ja, we currently run one tour in German: our Cicchetti, Wein, und Taverns tour.

We also have several destinations offering tours in Spanish: Bucharest, Crete, Cusco, Krakow, Lima, Los Angeles, Mallorca, Mexico City, Rio de Janeiro, San Jose, San Sebastian, Santiago, and Split.

Will I get a confirmation from Urban Adventures after I've made a booking?

We'll send you instant confirmation of your trip via email. You'll get a voucher with a 5-digit reference number - please use this number if you need to message us about your booking (helps to keep us organized). If you don't receive your confirmation within 24 hours of booking, please contact us at and we'll fix it for you.

I didn't receive my voucher! Where is it?

Your email provider may not realise we're friends yet, so check your spam folder. If it's not there, send us an email at and we'll re-send it for you.

Is my tour confirmed?

Once you've made your booking, your tour is automatically confirmed. See you at the meeting point!

Do I need to take my voucher on my Urban Adventure?

Yes, you'll need to present your voucher to your guide at the beginning of your trip as proof of your booking. We recommend you bring it as an electronic version on your smartphone so you don't lose it (and so you save the trees!). If there is an age restriction on your trip you may need to provide personal ID that proves your and your fellow travellers' ages.

Can I make changes to an existing booking?

You can log into your booking under the 'Log in' section on the Urban Adventures home page using your email address and reference number. From there, you can make changes to your existing booking. This includes adding extra people to your booking. Your request will then be sent to our local partner, who will aim to respond within 24 hours. To ensure we don't miss your request, if you need to make changes within 48 hours of the tour start time, you'll need to call the local operator directly to confirm these changes. The contact details for your local operator will be in your booking voucher.

What if I need to cancel?

Why would you want to cancel?! Okay, okay, we know sometimes things come up, so we'll let you cancel if you need to. But it will make us very sad. You can cancel your Urban Adventure up to 48 hours prior to the tour's start time. But because our guides are busy people too, any cancellations made after that window are subject to a 100% cancellation fee, as per our terms and conditions.

How do I cancel my booking?

You can log into your booking under the 'Log in' section on the Urban Adventures home page using your email address and reference number. From there, you can cancel your booking, and your request will be sent to our local partner, who will aim to respond within 24 hours. If you need to cancel within 48 hours of your departure date, you will need to call the local operator directly to confirm. Their contact details will be in your booking voucher. Please be aware that cancellations within 48 hours of departure will incur a 100% cancellation charge, as per our terms and conditions. Tough love, friends.

What if I have problems during my adventure?

Please talk to your guide. Our guides are well trained in running all adventures in a safe manner. If you have any safety or other personal concerns, your guide will be able to provide assistance. If for any reason you are not happy with the outcome, please add this to your feedback, or contact us at

Is tipping common in other parts of the world?

Yes, tipping is commonplace in most parts of the world, particularly in the service industry (that includes tour guides!). Although our trips are inclusive of all costs and we ensure our guides and local staff are paid fairly, tips are always welcome.

Where's my gift certificate? I didn't receive my gift certificate!

First, let's just say good on you for gifting a gift certificate. You are a good friend! You should have received instant confirmation of your gift voucher via email to send on to your friend. If you haven't received your gift certificate, please email us at

How do I provide feedback after my Urban Adventure?

After your adventure, you'll get an email asking for your feedback. If for some reason you don't receive a feedback email, you can also provide feedback on our website by logging in to your booking in the Log In section (top right corner of the site) using your email address and reference number. From there, you can find your previous tours and provide feedback by clicking the 'provide feedback' link. We welcome all comments, and appreciate you taking the time to respond. We're always re-evaluating our tours to offer the best experience, and your feedback helps us immensely. You can also contact us by email at

Can I share my experience and photos with UA after my trip?

Yes, please! If you have had the Best. Day. Ever with us, we want to know! If you have photos you would like to submit to Urban Adventures, please send an email to or share them on our Facebook page. As well, if you're an Instagrammer, don't forget to tag your photos with #localsknow so we can see them. If your 'grams are really awesome, you might even win a free Urban Adventures tour!

I'm an agent. How do I log in?

Hi! Urban Adventures agents can log in to make bookings in Agent Corner.

I'm an affiliate. How do I log in?

Hi! Urban Adventures affiliates can log in at Affiliate Corner.

How can I stay in touch Urban Adventures?

You like us! We like you, too. You can keep in touch by signing up for our newsletter, which comes out twice a month and is full of travel tips and exclusive deals and discounts. (We promise to never be spammy.) Or you can friend us on Facebook, Twitter, Instagram, Pinterest, and Google+. We'd love that.

Hanoi Urban Adventures

The Hanoi Urban Adventure team are passionate about their city. Each of our Hanoi tours will show you different aspects of our country, different corners of its streets, unique insight into our home communities and much more! Come see the best of Hanoi and its surrounds with us.

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Responsible Travel with Urban Adventures


At Urban Adventures, ‘responsible tourism’ isn’t just a marketing catch phrase or box we tick. It’s at the heart of everything we do, from how we design our tours, to who we employ, to where we grow our business. 

View our interactive map of 101 ways our travellers have supported local communities. >


Every tour has a story to tell. Not just the story of the city, but the story of the people who call it home. That’s why, on our tours, you won’t just see the sites from behind a bus window. We’re about stepping into the community, and understanding how we, as guests, can better connect with a place and its people. We’re about tasting, touching and smelling the city, about hearing the tales straight from the people who live there. And about seeing the world in a whole new way.

Our responsible tourism mandate is also what guides our newest line-up of tours: the "In Focus" series. This collection of tours is run in conjunction with local NGOs, non-profits and accelerators around the globe. We've worked with these groups on the ground to develop experiences that show travellers what their projects are about and how they're giving back to the community. More about In Focus Program.


Travelling with us means you help local economies blossom. How? On our tours you’ll go to local restaurants, visit local shops and explore the city with local guides. Simply by doing this, you’re helping to bring more employment and business opportunities to locals in every community we visit.

Local sourcing is a principle across all our tour. We use locally owned infrastructure and work with locally owned businesses to make sure the money you spend on travel is injected back into the local economy, and that profits from tourism go into local hands.

For example, our food tours are designed to promote local dishes and local ingredients, with market-to-table experiences, cooking workshops and discussions about food and culture. We will also take you to local markets, and to meet farmers and shop owners. 

Our Made In tours take guests to shop for local handicrafts, boutique clothing brands and handmade organic products, all produced by local artisans. As such, we help you to shop in a sustainable way and buy amazing souvenirs while also supporting local entrepreneurs.

We select our local partners carefully and all our tours need to meet sustainability criteria.


Making sure you have the Best.Day.Ever. is our highest priority. However, we would never compromise the needs of local communities to meet the needs of international visitors. We always respect local customs and cultures. 

We limit our impact on the daily lifestyles of local people. We don't want to be disruptive, and are about fitting in rather than pushing people out.

We have a strict policy against visiting schools, orphanages and other organisations that care for children. (Check out our Child Welfare Policy for more information.)

We actively ban guide and passenger participation in or endorsement of commercial sexual activities or illegal drug use on Urban Adventure trips, and we avoid patronage of bars and other establishments where prostitution is promoted. 

We actively support and and encourage fair employment practices. This means fair hours of work, favourable safe work conditions and equal pay for equal work for our staff and guides. 

As visitors to a country, we want to be travelling in a way that demonstrates our gratitude, respect and interest to learn about and practise local customs and cultural practices. That’s why you’ll be informed about and asked to comply with appropriate dress and behaviours in public — particularly in religious and culturally sensitive sites. 

We not only aim to show you local culture but to let you experience it first-hand. All our tours provide opportunities for you to interact with local people. Expect that you’ll be learning and practising some of the local language and maybe even entering a local home.

We are proud to take the less-travelled routes. When we visit major tourist sites, we offer a twist, so that you can have a more authentic experience of these sites, and and locals in less-travelled communities can benefit from the tourism economy.

“Locals know” is our brand promise. We don’t just show you the cultural and natural heritage in our destinations, but also help you to get to know the destination from a local perspective.


All our tours are designed to minimise negative impacts on the natural environment. That’s why our group tours are run with a maximum of 12 participants and most of them are walking tours. If transport is needed, we primarily use public transit and use high-efficiency vehicles for areas where no public transport is available.

Urban Adventures joined Tourism Declares a Climate Emergency, and why we have pledged to take drastic measures to reduce our carbon emissions and curb further global warming.

We don't accept 'culture' or 'tradition' as an excuse for cruelty and we actively discourage participation in activities that exploit animals. We do not offer tours that include interactions with animals, and we follow strict guidelines for wildlife-watching. (Check out our Animal Welfare Policy for more information.)

If we enter nature-protected areas, we follow their regulations. We carry out all non biodegradable waste, so as to not leave any trace. If we see trash on the way, we might ask you to help us collect it and take away. We work with knowledgeable guides who will explain to you everything you want to know about the surrounding nature, and will provide advice on how to minimise your footprint on the places we visit.

On our tours, you won’t be able to purchase any products made from endangered flora and fauna, and you’ll be discouraged to do so by your guide if they’re offered for sale in the markets. 

We limit usage of single-use plastic and will inform you about recycling policies and encourage you to use reusable water bottles and to say no to straws. 

If you’re into green and sustainable cities initiatives, ask your guide and they’ll tell share some of the exciting local projects around this topic.


Responsible tourism principles lie at the core of everything we do, from the way we employ people to how we run our tours. But we also go a step further and support local organisations and projects.

The Intrepid Foundation

The Intrepid Foundation is the not-for-profit entity of the Intrepid Group and supports a range of activities, including: health care, education, human rights, child welfare, sustainable development, environmental and wildlife protection. The Intrepid Foundation empowers travellers to positively impact communities, and will double travellers’ donations to local projects. Not only you can support one of the local projects but also create your own fundraising campaign to support initiatives of your choice. Visit The Intrepid Foundation’s website to learn more and donate.

Staff volunteering

Urban Adventures has a staff volunteering program, and every employee has 20 hours to help an organisation of their choice. If you’d like one of Urban Adventures’ team members to help solve your challenges, send an email explaining your problem and why we should help your organisation to

Support for special projects

In addition to our ongoing programs, we also get involved ad hoc into projects and events that we believe in. We support projects that promote responsible tourism, sustainable development, green cities and sustainable living. We’re particularly interested in supporting young professionals and social entrepreneurs. We are very open to donating our knowledge, skills and time to support help your project thrive! If you’d like Urban Adventures to support your initiative or event, get in touch with us at

Examples of projects we’ve supported in the past include Europe on Track and The ASEF Summer University, just to name a few.