Frequently asked questions • Discover Andalucía y Sevilla

Frequently asked Questions

1) HOW DO I MAKE A RESERVATION?

To book one or more services on the website, you must follow the steps indicated in the booking process, provide date, number of people, complete the requested data and click on the “Book now, pay later” button. When confirming the reservation of the services, you will have all the information related to the order in process and all the corresponding contractual data.

The “Book now, pay later” option allows you to make a confirmed reservation without prepayment.

If the reservation is made more than one week before the departure date, an email will be sent with a link for payment 7 days before the start of the booked activity.

If the reservation is made less than 7 days before the departure date, an e-mail with a link for payment of the service will be sent immediately after checking the availability of the requested activity.

If payment is not made, the reservation will be automatically cancelled.

However, it is possible to cancel the reservation even after payment has been made. Consult the cancellation conditions and the possibility of reimbursement for each package.

For guided tours with entrance to the monuments: Alhambra in Granada, Cathedral and Reales Alcazares in Seville, and Mosque in Cordoba, the payment link will be sent immediately upon confirmation of availability, even if the reservation is made more than 7 days prior to departure, as tickets must be purchased immediately.

2) CAN I MAKE A RESERVATION OTHER THAN THROUGH THE DISCOVER ANDALUCIA AND SEVILLA WEBSITE?

Discover Andalucia and Seville is a platform for online reservations through our website. Therefore, we can only accept reservations made online. Reservations by fax, telephone or other means are not accepted.

3) CAN I BOOK WHEN I ARRIVE AT MY DESTINATION?

The activities offered by Discover Andalucía and Seville can only be booked online. We recommend that you book your activity through our website in order to guarantee your reservation and avoid disappointment once you arrive at your destination. For more please read our all Frequently asked Questions.

If you wish to wait and book at your destination, you will need to contact a local supplier upon arrival.

4) DO YOU OFFER DISCOUNTS FOR SENIORS AND/OR CHILDREN?

Most private tours offer group rates regardless of the age of the participants. Sometimes, babies from 0 to 3 years old do not pay entrance tickets to the attractions, in this case we will ask you to specify how many babies are in your group. People over 65 years of age usually have discounts on tickets.

5) HOW DO I ASK A QUESTION ABOUT AN ACTIVITY BEFORE MAKING A RESERVATION?

If you have a question about an activity, please check the activity description and see if your answer is there. Otherwise, please contact us through the contact form, leave us a message or write to us at [email]info@discoverandaluciaysevilla.com[/email]. We will get back to you as soon as possible!

6) WHEN WILL I PAY FOR MY RESERVATION?

The total price agreed for the service rendered is due 7 days prior to departure.

The “Book now, pay later” option allows you to make a confirmed reservation without prepayment.

If the reservation is made more than one week before the departure date, an email will be sent with a link for payment 7 days before the start of the booked activity.

If payment is not made, the reservation will be automatically cancelled.

7) WHAT METHODS OF PAYMENT ARE ACCEPTED?

Through the secure payment gateway Stripe Discover Andalucía y Sevilla accepts all major payment methods: credit card, Google Pay, Apple Pay, Ideal, Giropay, Klarna etc.

8) I GET AN ERROR WHEN I TRY TO PAY FOR MY RESERVATION, WHAT CAN I DO?

Discover Andalucia and Seville accepts all major credit and debit cards worldwide (Visa, Visa Electron, Mastercard, etc.) and all cards that are accepted by the Stripe platform. The booking process through Discover Andalucia and Seville is fully automated and all credit card transactions are 100% reliable.

If your card consistently fails, make sure that you have entered all the information correctly, that your card has not expired and that you have activated the 3D Secure system (security system for online payments).

Also, in case it does not work and if you are sure that all the above information is correct, please contact your bank or the company that issued the card.

Alternatively, we recommend that you pay with a different credit or debit card. You can also try using another payment method.

If you need further assistance, please contact us at [email]info@discoverandaluciaysevilla.com[/email].

9) CAN I PAY IN ANY CURRENCY?

Frequently asked Questions to help you in every aspect Yes, you can. However, your bank may charge you fees for the conversion of your payment currency to euros, as well as make the corresponding conversion under its criteria.

10) WHEN WILL I RECEIVE CONFIRMATION OF MY RESERVATION?

Once you have completed the booking process, you will receive an email with a booking receipt in process.
Once we have checked the availability of the service, we will send you another e-mail with the confirmation or not of your reservation.
If the service is not available, we will propose an alternative date or alternative activities.

11) WHEN WILL I RECEIVE THE VOUCHER OF THE RESERVATION?

Once full payment for the service has been made, you will receive a personalized voucher from discoverandaluciaysevilla.com for each visit, event or service you book.

In the voucher you find complete information about the local supplier of the service like address, telephone number etc. The supplier reserves the right to change the order of the activities depending on whether conditions or other unpredictable factors.

If you make a purchase using a gift certificate, discoverandaluciaysevilla.com requires to present the Gift Certificate used to purchase the visit, ticket, or package at the time of the check in.

11) I HAVE NOT RECEIVED MY RESERVATION VOUCHER. WHAT CAN I DO?

If you do not receive your reservation voucher within 24 hours of payment, please check your Spam folder or contact us at [email]info@discoverandaluciaysevilla.com[/email].

13) WHAT DO I DO WITH THE VOUCHER?

The reservation voucher acts as proof of purchase.

You must show the printed or electronic discoverandaluciaysevilla.com voucher to the service provider to exchange for your visit, ticket or package. Your reservation cannot be booked or redeemed without presenting a valid discoverandaluciaysevilla.com voucher.

14) WHAT DO I DO IF I AM LATE FOR A VISIT?

Please use the contact details of the supplier of your activity as indicated on the booking voucher. Please note that there is no guarantee that you will be able to do the activity at another time or that a refund is not possible if you do not show up at the start time indicated.

Discover Andalucía and Sevilla recommends that you be at the starting point of the activity 15 minutes before the start time.

15) CAN I CONTACT THE GUIDE OR LOCAL COMPANY THAT WILL CARRY OUT MY ACTIVITY FOR ANY QUESTION RELATED TO MY RESERVATION?

Yes of course Discover Andalucía y Sevilla recommends that if you need to make an inquiry about your activity, have problems getting to the meeting point, etc., please contact your guide using the local supplier’s contact information on the booking voucher.

16) I HAVE NOT RECEIVED A REPLY TO MY E-MAILS

Some email providers may classify general reservation messages such as those from Discover Andalucía and Sevilla as spam or “junk mail”. See if there are any messages from us in your spam folder. If not, please contact us at [email]info@discoverandaluciaysevilla.com[/email]

17) CAN I CHANGE OR AMEND MY RESERVATION?

To make changes and corrections please contact us at info@discoverandaluciaysevilla.com, indicate your reservation number and the specific data you wish to rectify, and we will respond as soon as possible.

Please note that acceptance of these changes is subject to the availability and cancellation policy of the local operator performing the activity you wish to modify, so changes may not be guaranteed on occasion.

Entrance fees to the Alhambra in Granada, the Cathedral and Reales Alcazares in Seville and the Mosque in Cordoba are non-refundable as they are nominative.

However, we will always offer you the best possible alternative that is why we have Frequently asked Questions so we can discuss all the things with our tourists.

18) WHAT IS THE CANCELLATION POLICY?

The cancellation policy varies according to the terms of the partner performing the activity. The cancellation policy information for each activity is detailed in the activity description and in the voucher of your reservation.

19) I WANT TO CANCEL A RESERVATION, WHAT DO I DO?

If you need to cancel your reservation, you must do so by sending an e-mail to [email]info@discoverandaluciaysevilla.com[/email] to receive the refund you are entitled to depending on the cancellation policy of each activity provider.

Information regarding the cancellation policy can be found in the activity description and on your reservation voucher.

20) WHAT HAPPENS IF THE ACTIVITY IS CANCELLED BY DISCOVER ANDALUCIA AND SEVILLA AND ITS SUPPLIERS?

Discover Andalucia and Seville and its suppliers reserve the right to cancel a particular activity without adhering to the cancellation period if weather conditions, governmental actions, unforeseeable or unavoidable external circumstances endanger or make exercise of the activity impossible or much more difficult.

In this case you have two options:

Reimbursement: you will be reimbursed the full amount of the price of the activity.
Reassignment of the activity: Either we assign you another date for the activity or we propose alternative activities that may be of interest to you. In this case, if the price of the new activity is lower than the price paid, the difference will be credited to you, and if it is higher, you will have to pay the difference.

21) HOW DO I GET A REFUND?

Please read our all Frequently asked Questions To obtain a refund you have to contact Discover Andalucía and Sevilla by writing us an email to [email]info@discoverandaluciaysevilla.com[/email]. Please note that the refund will be made based on the cancellation policy to which your activity is subject and through the payment method you used when making your reservation.

22) WHEN WILL I RECEIVE MY REFUND?

The corresponding refund will be made between 24 and 48 hours after the cancellation of the activity through the payment method you have chosen to pay for the reservation.

Once the order has been placed, refunds made on debit/credit cards may take 5 to 7 business days to appear in your bank account and up to 30 days for some foreign cards. Refunds made to PayPal accounts are effective in less than 24 hours.

23) I CAN’T FIND THE ACTIVITY I AM LOOKING FOR, WHAT SHOULD I DO?

If you don’t find what you are looking for we will help you find the activity you are looking for. Simply send us an email explaining what you are looking for to [email]info@discoverandaluciaysevilla.com[/email] and we will get down to work.