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                                         Frequently Asked Questions

In this page you will be able to find the answers to most of your questions about the different step of your booking. In any case you can also contact us by email.

I want to book a tour and/or an Activity on My little Butler. How does it work?

Can I book over phone?
My little Butler is a complete online booking service and we offer 24 hour, 5 days a week customer service via email from Mondays through Fridays.
We are offering phone support only for client’s onsite we have already purchased from the website.

Can I book when I get there?
Most My little Butler activities may only be booked in advance, online through the website. We recommend that you book your activities and transfers as early as possible because many of our most popular products are sold out weeks or even months before.
However, some of our activities /  tours and City Passes can be booked up to 3 days before in case you find yourself with a free day on your vacation.

Is my credit card safe?
Booking on My Little Butler is very safe!
We use the Secure Sockets Layer (“SSL”) supported by Microsoft Internet Explorer and all other popular browsers. SSL encrypts your personal information such as your password, address and telephone number, and your credit card is available only to you and the credit card companies. We use one of the leading provider of SSL certificates called Thawte. We do not save any of your credit card information in our database They are directly sent to the payment gateway for the transaction.

Can I book more than one tour at a destination?
Yes! You can book as many tours, transfers and activities as you want, in any destination. Though we suggest that you carefully check the start and end times and consider the travel time if booking more than one tour on the same day. You will receive a separate confirmation voucher for each booking.

How far in advance can I book?
Because our popular tours sell out early, We recommend to book as early as possible. The Price Information section of every activity lists prices and the schedules available depending on the season. Activity updates occur every day. If the date you want is outside this range, please contact our Customer Service.
Please note that some tours are only available in Summer or Winter.

When do I receive confirmation of my booking?
Most tours are confirmed at time of booking. However some activities will be confirmed within 72 hours. If confirmation or otherwise is not received within 72 hours, please contact our Customer Service for further assistance.

What do I do with the voucher?
The voucher includes important information on how to take the activity and also contact information of the activity provider. Please follow these information, In any case, you must print your voucher and bring it with you.

Where do I exchange my voucher?
Every activity has different redemption points. Please follow the important information indicated on your voucher. In most cases, the local provider will require you to redeem this voucher and show a valid photo ID for verification.

Do I have to print the voucher?
The voucher requirement varies and depends on the type of activity. Please check the “Voucher Info” found on every activity page to see if a printed voucher is needed or not.
If you don’t have access to printer, please contact our Customer Support team who can fax or email the voucher to your hotel. Without the voucher, you may not be permitted to join a tour. In most cases, the local provider will require you to redeem this voucher and show a valid photo ID for verification.
Please check the Important Information section of your voucher, as there may be separate instructions.

I have problems with my bookings
It has been 72 hours since I booked and I have not received confirmation.
Most tours are confirmed at time of booking or within 72 hours. In some cases, it might take a little longer, especially during holidays or week ends. After 72 hours, please check your “spam” folders because some internet providers might inappropriately filter our emails out of your inbox or please check the status of your booking online. If it is not yet confirmed, please contact our Customer Service for further assistance.

I have not received a reply to my emails.
We guarantee reply to all your emails! Please check your “spam” folders because some internet providers might inappropriately filter our emails out of your inbox.
I am leaving for my trip soon and I will not have access to my emails. How do I receive confirmation and my voucher?
You may contact our Customer Support team who can fax or email the voucher to your hotel. Without the voucher, you may not be permitted to join a tour. In most cases, the local provider will require you to redeem this voucher and show a valid photo ID for verification.
Please check the Important Information section of your voucher, as there may be separate instructions.

I will not arrive in time to confirm 24 hours in advance.
Some tours and activities may require you to call the local provider to reconfirm your reservation 24 hours before your activity date. Please follow carefully the Important Information section of your voucher. If you will not be arriving at your destination in time to reconfirm within 24 hours, please reconfirm with the tour operator prior to this time as departure times and locations may vary slightly. Alternatively, you may also ask our Customer Support team to reconfirm your booking on your behalf.

I’m not sure if my booking was processed.
Upon booking, you should receive by email a booking summary of what you have booked with My Little Butler. If you have not received it, you may check send an email to our Customer Support team and they will verify if we have received your booking request successfully and inform you.
Don’t forget to add your reference number and email address you have used to book tours.

I need to cancel or modify my booking
What is your cancellation policy?
We try to be flexible but except otherwise stated, Activities, transfers or packages or any product cancelled are subjected to a cancellation fee ranging from 5% to 100% of the total amount paid, depending the type of products and the time it was cancelled. Please read the terms and conditions for more information.
For some activities, the cancellation policy is indicated directly on the activity page.

How can I cancel my booking(s)?
Please contact us here to inform us of your cancellation request ideally 3 days or more before your tour date.
The cancellation penalty varies depending on the type of activity.

Can I amend my reservation?
Amendments can be done before your tour date. You can normally change passenger names, tour dates, number of persons however this is not guaranteed. We try our best with our local suppliers to be very flexible and fulfill your request however in some cases that may incur penalties or the need to cancel your booking and make a new one. Please contact us to amend your reservation. For last minute requests, you may contact the tour operator’s phone number indicated on your confirmation voucher for faster correspondence. For more information, please check our terms and conditions.

What happens if I am late for the tour or do not show up?
If you know you will be late for the tour, you must try to contact the local supplier as soon as possible. The contact information is indicated on your voucher. If the local supplier is not reachable, you may also contact My Little Butler Customer Service and we will advise the travel service provider on your behalf. We will do our best to coordinate with our local supplier to find an arrangement however we cannot guarantee that you will be able to join on the activity. If you do not show up for the tour, this will be considered as a cancellation / no show and subject to cancellation fee. Please make sure you read the terms and conditions for more information.

What happens if I am unable to join the tour due to bad weather conditions?
Tours normally operate rain or shine, however, our local suppliers may be forced to cancel in the event of a really bad weather. A cancellation and refund for a tour is solely under their consent and not of the client. In case you decide to cancel a tour at the last minute due to bad weather, please verify the penalty with the local supplier.

How can I be refunded?
Refunds are made on the credit card used at time of booking, even if the card has been lost or cancelled. In this case your financial institution will still be able to transmit the refund.

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