Mind The Guide FAQ

Last update: 06/12/2014

About Us

  • What is Mind The Guide?

    Mind The Guide is a Rome-based networking travel hub that connects travelers with tour guides in and around Rome. Through our website we provide travelers with the service of direct bookings with the tour guide of their choice. In essence, we cut out the cost of the middle man (agency fees).

    By avoiding agency fees, Mind The Guide keeps the prices of our tours low and ensures fair payment to the tour guides, with whom we collaborate.

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  • Does not working with an agency mean lower quality service?

    No. Mind The Guide aims to provide service of the highest quality, whether online or in-person, by offering:

    • Tour cancellations with refunds*
    • Secure online payment
    • Limiting group sizes to 12 people or less
    • Professional multilingual tour guides (English/Italian)**
    • Ticketing assistance to museums and monuments not on our tours

    *Please, see details about cancellation on any tour description page.

    **Our tour guides are university graduates, who are specialized in Roman art history/archaeology. All of our tour guides speak fluent English.

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  • Why are prices more affordable when I book a small group tour? Are your tour guides paid less?

    Because there are no agency fees, Mind The Guide can offer discounts up to 25% on our small group tours. In fact, our tour guides are among the best paid in Rome. We strive to ensure that our guides have profitable earnings.

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  • Why are tickets not included in the price?

    As detailed in the “Highlights” section of each tour page, the cost of tickets must be paid directly to your guide. This allows for more flexibility in case of emergencies and security against loss. On the day of your tour, your tour guide will provide you with a ticket for the express entry that allows you to avoid long lines of each monument/museum visited.

    Mind The Guide works to keep costs for our tours low while providing maximum service. So, even if you were to add the ticket and tours costs together, the total sum falls significantly below our competitors. In fact, many online tour companies often have additional hidden costs, e.g. ticket fees. We believe that our clients deserve transparency in our business practices.

    Furthermore, we limit our small groups to 12 people, ensuring a more intimate and informative experience. Whereas, the concept of ‘small group’ tours for other companies can mean up to 25 people.

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  • Am I charged more for the tickets?

    The simple answer is no. The longer answer is that Mind The Guide follows legal and fair business practices. The resale of tickets at a higher value is illegal.

    The cost of the tickets received from your tour guide is the actual value of the ticket as quoted by the original seller (museum/monument). We encourage you to validate the cost of your ticket by comparing it to what is stated on the museum/monument website.

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  • Who are the tour guides of Mind The Guide?

    All of our tour guides are authorized professionals, licensed to operate within the Province of Rome and to provide guided tours within the city of Rome. By working with licensed professional tour guides, Mind The Guide provides its clients with protection against any abusive practices.

    Each of our tour guides is specialized within either the fields of art history and/or archaeology, and they have a passion for the city and a love for its history. Our tour guides gladly share their knowledge and their culture.

    We require of our tour guides consistent professionalism and a high level of proficiency in the English Language, to the level of fluency. Mind The Guide encourages you to get to know your tour guide through their profile and by contact through their social media sites.

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  • How is Mind The Guide different from other tour companies?

    Mind The Guide is first and foremost a networking hub that connects travelers and tour guides. So, our tour guides are independent professionals, who have chosen to collaborate with Mind The Guide in marketing their tours.

    You can always book a private or small group tour by contacting tour guides directly through their own websites as indicated on their profile pages.

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Do I need to create an account to book a tour?

  • No, it isn’t necessary. Mind The Guide does not require its clients to have an account on our site in order to make a reservation. You can start booking your tour and at the end of the booking you will be provided with a personal account: you will be asked to confirm a password. After the booking you can log in your account on mindtheguide.com and there you will find your voucher with the details of the tour. After the booking you will receive a mail with a link to your account.

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  • Can I get a quote of the tour prices in another currency?

    No. At this time, Mind The Guide lists the prices of its tours only in Euro (€). We advise that you pay the equivalent amount in your currency through your credit card or PayPal account.

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  • How do I find tours on Mind The Guide?

    From our Home Page, select the Mind The Guide box “When?” and enter your desired date, After you press the “GO” button, you will be taken to the page listing the available tours for that date. Choose your tour by clicking on either the tour name, picture or reservation button, which will take you to the specified tour page. Once there you will have access to details about the tour and see the available tour guides, from whom you can choose.

    You can see additional dates for that tour by using the calendar tab (next to “Guides available on”). Different dates may yield a different selection of tour guides, simply based upon availability.

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  • How do I book a tour?

    Step One: Select your desired tour date from the Home Page (“When?”), which will take you to the list of available tours.

    Step Two: Once you have selected your tour, click on the green button “BOOK NOW”. This will provide you with the option to select your desired tour guide. Before selecting a tour guide, you can read his or her profile by clicking the respective picture.

    Step Three: From either the tour description page or at the top of the tour guide profile page, select “BOOK NOW” and follow the prompts indicated by the “YOU ARE BOOKING” pop-up—Please, ensure that the tour date is correct.

    Step Four: Enter the total number in your party and corresponding designation (elder/adult/youth/ infant). Once more, click on the “BOOK NOW” button to proceed to a secure checkout. The checkout process requires that you enter a valid email or Facebook account (if you choose Facebook, click on the corresponding blue icon).

    Step Five: Enter your payment information and include any valid coupon code (usually received from your B&B or hotel). After that, we ask that you read the “Mind The Guide Terms and Conditions” and click the “Agree,” indicating your compliance with our policies.

    Step Six: Check your email for confirmation of your reservation and tour voucher, which should arrive shortly after submitting your booking. Please, print the voucher or keep a portable electronic copy of it to show to your guide.

    Again, remember to bring your voucher and a valid photo ID for each member of your party. Some of our activities require valid IDs; if this is the case, we will indicate the requirement on your voucher.

    Also, please note that your credit card/PayPal account will be charged upon booking. To receive a refund, you must notify us of your cancellation at least 4 days before the date of your tour.

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  • What forms of payment do you accept?

    Currently, we accept payments only through PayPal. You can use either your PayPal account (if you have one) or use a credit card, such as Visa or MasterCard—PayPal accepts payments with credit cards.

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What will I receive after my booking?

  • After booking, you will receive a confirmation email from us that includes a link to your Mind The Guide account where you can find your tour voucher. Remember, you are required to show your voucher to your tour guide. The voucher provides you with details about the tour, including where to meet and who to contact in case of an emergency.

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  • What is my Booking Reference Number? Where do I find it?

    Your reference number is the unique number provided to you to identify your booked tour. This number can be found in the body of your confirmation email or on your voucher.

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  • How do I contact Mind The Guide?

    You may contact us via email or text as indicated below:

    Email: support@mindtheguide.com

    Send a text: +39 3935975134 (In your text, please give the name on the booking, your reference number, and country). We will call you as soon as possible.

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  • How do I contact my tour guide?

    If you would like to be in contact with your guide before your tour date, you may write to him or her via the guide’s profile page by clicking the “WRITE TO THE GUIDE” button.

    We encourage you to explore the information about your tour on the website, which includes general tour details, a description of the tour sites, important reminders and also pictures. You can find this information by selecting the Highlights, Description, Pictures, and Note tabs on the tour page.

    Ticket questions should be directed to info@mindtheguide.com. (Include name on the booking, reference number, and country). If you are in Italy and have an Italian cellular phone, feel free to send a text to 3935975134. We will return your call as soon as possible.

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  • What are reviews?

    Reviews are an opportunity we provide to our clients to let us know about their overall tour experience.

    After participating in one of our tours, you will receive an email asking for your feedback/review about your tour guide and tour for our website. In this same email, we ask that you also consider submitting your review about your tour guide on our “Mind The Guide” TripAdvisor account.

    Your review helps us in improving our services as well as assists others in understanding who we are and how we work. Your feedback is of the highest value to us and we hope that you will be willing to give it.

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  • How do I see reviews for a tour or a tour guide?

    Reviews can be found on individual tour guide profiles by scrolling to the bottom of the page. Reviews can be both numerically (rank 1-5) and verbally given.

    You may find that some tour guides are currently without any reviews; however, this is not an indicator of lack experience or professionalism. Given that Mind The Guide is a networking hub for tour guides, we will have tour guides who have recently joined us.

    Our reviews are written and published directly by clients.

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  • How can I review a tour that I have attended?

    After your tour, you will receive an email invitation to rank and publish your feedback about your tour experience and the professionalism of your tour guide. A link is provided in the email that will give you access to the review form. You can leave a ranking (1-5) and a comment. We also encourage you to do the same for our “Mind The Guide” TripAdvisor account.

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  • Can I edit or delete a review after I submit it?

    Yes. Contact our customer service team via email for assistance: support@mindtheguide.com.

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Problems and cancellation

  • How can I cancel a booking? When?

    To cancel a booking, please contact us at support@mindtheguide.com.

    • For a full receive refund, you have up until 4 business days before the start of the tour to cancel your booking.
    • We do not provide a refund for cancellations that have less than 4 business days notice or for a "no shows."

    Again, we encourage you to notify us of your cancellation within a timely manner (up to 4 business days before the tour date).

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  • What should I do if I’m having trouble making a booking?

    Please, contact our customer service team via email: support@mindtheguide.com.

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  • What should I do if my booking is not confirmed before the tour date?

    In the unlikely event of a failure to confirm your booking by the tour date, we ask that you contact us, so that we can address the matter and issue you a refund.

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  • The tour guide was not at the meeting point at the start time of the tour. What do I do?

    If you are unable to locate your guide at the meeting point or contact him or her, please call us at +39 3935975134. We will assist in you finding your guide.

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