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FAQ GUIDE YOU
Thank you for using GuideYou.com operated by the publisher of Bay City Guide, San Francisco's largest circulated visitor magazine. Bay City Guide has been "guiding" visitors since 1989. We have negotiated special rates with businesses we work closely with and we know that you will be pleased with their services!

Hotel Pick-Up | Refunds/Cancellations/Changing Tour Dates | Miscellaneous

  HOTEL PICK-UP
Which hotels do you pick up at? What if I am at staying at a hotel NOT on the list, how will I know my departure point for the tour?
Where does the bus drop you after the tour - at my hotel?
I'm not staying at a hotel, what should I do?
If I drive into SF, where can I park?
Where can I be picked up if I take BART?
Where can I be picked up if I take Caltrain?

  REFUNDS/CANCELLATIONS/CHANGING TOUR DATES
What is your refund/cancellation policy?
How do I change or reschedule my tour once my tickets are confirmed?

  MISCELLANEOUS
Are there special senior, military or child prices?
Where will I be seated, can I choose my seats in advance?
We are traveling with a wheelchair, can you accommodate us? 
If I have additional questions or requests about my tour do I contact the tour operator directly? 
What type of vehicles will be used?
Are there restrooms on the bus?
How should I dress and what should I bring with me on my tour?
Is a gratuity included?
Are meals included?
What is the tour duration time?
Anything else I should know? 
What happens to my tour if the weather is bad?
Do you sell Alcatraz tickets?
Do you book large groups?

Are there special senior, military or child prices?
Many tours do offer special pricing for seniors, military or children and are stated on each tour detail page. GuideYou.com discounts cannot be combined with any other offers.

What is your refund/cancellation policy?
WE CANNOT ACKNOWLEDGE CANCELLATION MESSAGES LEFT ON VOICEMAIL OR E-MAIL!
 Please read the Cancellation Policy as stated on the tour description on our website and/or your e-ticket prior to contacting us for a refund to see if you are eligible.  Several tours are non- refundable. There is no refund for cancellations made less than 24 hours prior to the tour or "no shows" on the day of the tour. You will receive no refund for failing to take your tour or if you cancel less than 24 hours of the tour. To cancel your tour reservation, please follow the following steps:
Step 1. Contact the tour operator at the number provided on your e-ticket at least 24 hours prior to your tour time to cancel their tour. If the tour is not cancelled within 24 hrs. you will be charged for the tour. If you do not call the tour operator to cancel you are considered a "no show" and will be charged for the tour.
Step 2. To receive a credit the customer must call the GuideYou business office Monday-Friday 9am-5:30pm PST at (415) 775-1200. Cancellations may also be submitted in written form with a copy of your e-Ticket via fax or mail and are effective on the date received. Please fax cancellations to (415) 929-7778 ATTN: Ticket Department or via US mail to: Guideyou.com Attn: Ticket Department, 2720 Taylor Street Suite 450 San Francisco, CA 94133. Please include a copy of your e-ticket confirmation to ensure proper credit, a telephone number where you can be reached if necessary and a brief explanation of the reason for cancellation. Refunds will be issued to the credit card used at time of original transaction. Again, we will not acknowledge voice mail or email cancellations.

How do I change or reschedule my tour once my tickets are confirmed?
Should you need to change your tour itinerary after your reservation is confirmed, you will be required to contact your tour operator directly to determine availability on another date or time. Typically there is no charge for rescheduling your tour. If your tour cannot be accommodate you and you are within the terms of our cancellation policy please review our refund policy above and then contact our office for a refund. Please note, there are no refunds for "no shows" on the day of the tour.

Where will I be seated, can I choose my seats in advance?
Seating is on a first come, first served basis, no assigned seating is available. We cannot be held responsible in the event that your group is unable to sit together on a vehicle.

We are traveling with a wheelchair, can you accommodate us? 
Tours can accommodate passengers with collapsable wheel chairs but drivers are unable to assist such passengers in boarding or exiting the bus due to insurance restrictions. Buses do not have lifts for motorized wheelchairs. Please contact your tour operator for more details.

What if I lose my e-ticket/voucher?
For lost or stolen e-ticket vouchers, please call our office at (415) 775 1200 Monday – Friday 9am – 5:30pm Pacific Standard Time (PST) to obtain a replacement. You do not need the printed e-ticket for most tours, only the confirmation number. However, some tickets are not replacable.

Do I need to call the tour operator to confirm my tour and hotel pick up?
Yes, we recommend that you call your tour operator when you arrive in the Bay Area (and at least 24-48 hours in advance) at the telephone number on your voucher to confirm your hotel pick up (if applicable) and tour departure date and time. We cannot be responsible for any missed hotel pickups or schedule changes if tour is not reconfirmed.

Which hotels do you pick up at? What if I am at staying at a hotel NOT on the list, how will I know my departure point for the tour?
Free hotel pick up /drop off will vary depending on the operator that your tour is booked through. Most tours depart from a convenient Fisherman’s Wharf location that is walking distance from the cable car lines, F Line and many hotels. Departure information is clearly printed on your e-ticket for passengers who will be joining the tour at the departure point.
To receive hotel pickup, tours MUST be booked a minimum of 3 hours prior to tour departure time or by 7pm the evening prior to a 9am tour departure.
Tour pick up is available from many San Francisco hotels. If a tour does not pick up at your hotel it is likely pick up is available from a hotel nearby. If not, you will need to meet the tour at the main departure point, which will be provided to you once you book your tour. Pick up is available from select Airport area hotels for an additional fee of $10 per person paid at check-in.

Where does the bus drop you after the tour - at my hotel?
Either at your hotel or at the Fisherman's Wharf tour terminal where you can do more sightseeing on your own at Fisherman's Wharf.

I'm not staying at a hotel, what should I do?
You can meet the bus at the tour terminal departure point or go to one of the hotels on the list.

If I drive into SF, where can I park?
Please contact your tour operator to ask about discounted parking if your tour departs from Fisherman's Wharf. There are several pay-parking open lots and garages at Fisherman's Wharf.

Where can I be picked up if I take BART?
Request pick up from the Parc 55 Hotel lobby. Take BART to the Powell Street station and proceed to the Parc 55 lobby at the time indicated.

Where can I be picked up if I take Caltrain?
Passengers traveling from the Peninsula by Caltrain should exit at the King Street Station (the final stop). There is one pick up at 7:45am and one drop off at 5:30pm daily. Pick up is from the corner of 4th St. and Townsend Street.

What time is my hotel pick up?
Hotel pickup times vary by hotel. Guests at the downtown hotels are picked up approx. 1 hr. prior to the tour; guests at Fisherman's Wharf are picked up approx. 30 min. before. Your eticket will contain your exact pickup time.

If I have additional questions or requests about my tour do I contact the tour operator directly? 
If you have specific questions related to the content of your tour or special requests, pick up options or other related questions please contact the tour operator at the number provided on your e-ticket, be sure to have your confirmation handy. 

What type of vehicles will be used?
For the Deluxe San Francisco City Tour, Wine Country Tour and Monterey Tour you will ride in either a deluxe motor coach tour bus or deluxe tour van. Muir Woods uses a smaller bus because the large buses are difficult to take up the winding mountain road. For the Motorized Cable Car Tour you will ride on a motorized cable car. It is not enclosed. Tours are booked on fully insured PUC/TCP licensed vehicles. Guideyou.com acts as their agents. Size of the vehicle used may depend on the number of passengers that are booked on a tour on a given day. Tour operators, at their discretion, may substitute vehicles. Guideyou.com cannot be held liable for vehicle condition or substitutions.

Are there restrooms on the bus?
Not all buses are equipped with restrooms. The size of the tour group will dictate the size of the bus used. There is no way to determine in advance if the vehicle you are booked on will have a restroom on board. On long trips buses do make rest stops, and passengers are encouraged to request the driver to stop if necessary

What if I do not have access to a printer to print my e-ticket? Can my tickets be left at will call?
Our system automatically issues you an e-ticket (you must supply a valid email address). If you do not have access to a printer once the tour operator issues you a confirmation number simply write down the confirmation number and bring your photo ID to the tour operator. Do not forget that we recommend that you call your tour operator at least 24-48 hours in advance to confirm your tour and hotel pick up.

How should I dress and what should I bring with me on my tour?
The mean temperature in San Francisco is 62 degrees but weather varies around the San Francisco Bay Area. It may be foggy and cool when you depart San Francisco but weather can be more true to season as you visit outlaying areas so it is best to layer your clothing. The Napa Valley will reach temperatures of the mid-70s to mid-80s during the summer months with Yosemite National Park reaching temperatures of the mid- to upper-80s. Pack sunscreen. All tours offer unforgettable photo vantage points so bring your camera. 

Is a gratuity included?
Tour guide/driver gratuities are not included and at your discretion. 

Are meals included?
Tour prices do not include meals or other souvenirs / incidentals unless otherwise stated.

Do you offer will call, can I pick up my tickets? 
Bay Cruise tickets can be faxed to the ticket booth on request. If you have selected an item on our site that is "ship to only" you can either provide a shipping address where the tickets will be mailed or arrange to pick up your tickets at our office. Tickets are sent via first class mail, please allow 7-10 business days to receive your order. You may, however, elect to pick up any "ship to only" tickets at our office during business hours of Monday – Friday 9am to 5:30pm. Please use the comments request field at check out to let us know that you will be picking up you tickets at our office.

What if I don't receive my e-ticket?
Please check your "spam" or junk mail folder as our e-tickets are often filtered. Use our e-ticket locator feature. If you still have not received your e-ticket please contact our office at (415) 775-1200.
If you use AOL, MSN or have spam filtering software, it may be helpful to send a confirmation e-mail to tickets@guideyou.com to ensure our messages get delivered to you, or add tickets@guideyou.com to your address book. If you use AOL 9.0, add tickets@guideyou.comto your "People I Know" folder.

What is the tour duration time?
Tour duration times are approximate and begin at check in time. Delays due to mechanical failure or traffic congestion are beyond the control of your tour operator and your understanding is appreciated. 

Anything else I should know? 
The tour you are booking is conducted in English unless otherwise noted in the information about the tour.
 
Your tour operator reserves the right to change, reroute or cancel your tour due to weather conditions, traffic or governmental restrictions. It is rare that tours are cancelled due to weather and no refunds can be offered if foggy conditions impair views. 
 
Prices and schedules are subject to change without prior notice and prices availability is not guaranteed until your e-ticket is issued. Your tour operator reserves the right to reschedule or cancel your tour if they require a minimum number of passengers. 
 
If oversold we reserve the right to substitute your tour with a comparable tour with another company.
 
All tours are nonsmoking aboard vehicles and other aircraft/vessels and California law does not permit smoking in public building, restaurants or bars.
 
By purchasing tours/tickets from GuideYou.com you agree to our terms and conditions. Click here to read our terms and conditions.

What happens to my tour if the weather is bad?
Tours go rain or shine excluding any natural disasters or catastrophic conditions.

Do you sell Alcatraz tickets?
We sell an Alcatraz tour package that includes the popular Alcatraz ticket. Alcatraz ticket value is $30 and cannot be sold separately. 

Do you book large groups?
For group inquiries please contact our business office Monday-Friday 9am-5pm PST (415) 929-7722 or 
click here.