FAQ

Find answers to common questions here

Getting Started

Can I view PlacePass in another language?

Right now, PlacePass is only available in English. We’ll be adding other languages soon!

How can I be sure these are quality experiences?

We work with the the world’s leading tour and activity companies to bring you the experiences featured on PlacePass.com. We’re proud of the breadth and caliber of the tours available and are confident you’ll find something to love. Feel free to check out reviews and star ratings to see what other travelers have thought of the experiences, and you’re always welcome to contact us if you have specific questions about a tour or activity.

Who provides the activities, tours, and experiences on PlacePass?

The activities listed on PlacePass are provided by our partners at leading tour and activity websites. These partners select and curate great things to do from thousands of independent, local tour operators all over the world. We bring all those activities together in one place, showing you the information you need to easily compare options and make the best decision.

What’s the best way to find great activities on PlacePass?

With more than 100,000 experiences available, PlacePass has options for every traveler. Our lightning-fast search makes it easy to explore by location. Simply type your destination in the “Where to?” search bar and a drop-down menu of options will appear.

If you have a specific activity in mind, like snorkeling or sumo lessons or sauvignon blanc, just type your query into the “What do you want to do?” bar and the search results will change instantaneously. Pretty nifty, huh?

You can also use our filters to narrow your results, or sort by price range, duration, rating, and more.

What is PlacePass?

PlacePass = great travel experiences. Think of us as your one-stop-shop for finding, comparing, and booking the best things to do in any destination. Whether you’re looking for a local guide, a custom excursion, or tickets to major monuments and attractions, PlacePass has you covered.

Making a Booking

What if I want to make a group booking?

We’d love to help with your group booking. Head over to our Contact page, fill in your details, and be sure to select “Group booking inquiry” from the drop-down list. We’ll take care of the rest!

Can I book an experience in a different currency?

Our travel experiences are presented in US dollars for now.

How will I know if my guide speaks my language?

Many of the experiences featured on PlacePass are available in multiple languages. Please check the inclusions and exclusions section of the product detail page on PlacePass or on our partner websites before booking. If no language option is specified, you can assume the tour will be in English.

How will I get my voucher?

Once your booking is confirmed, you’ll receive a link to your voucher via email. You’ll typically receive your voucher within an hour of booking, but certain activities may take up to 48 hours to confirm.

If you check out on PlacePass, your voucher will be emailed from PlacePass. Please be sure to add no-reply@placepass.com to your Safe Senders list to make sure you can get your email. If you check out on on one of our partner websites, you’ll receive the voucher directly from them. If for some reason you don’t receive the email, please check your spam folder.

Is my credit card information safe?

Your security is very important to us. Any page that requires personal information or payment details is secured via an encrypted solution.

What credit cards do you accept?

For experiences purchased directly on PlacePass.com, we accept a variety of payment methods including Visa, MasterCard, and American Express. For experiences purchased on our partner websites, please refer to their payment processing terms.

When do I pay?

For most activities, payment is full is required at the time of booking to secure your reservation. We do offer some free walking tours with guides that work only for gratuity – these experiences don’t require payment to reserve.

How does the booking process work?

PlacePass makes it easy to book online and get your tickets via email. For many of our experiences, you can check out directly on PlacePass.com in 3 easy steps.

1) Once you find an experience you like, click “View” to be taken over to the product detail page.

2) On the product detail page, use the calendar to select your desired date. Then, choose the specific time or tour option of interest to you, and specify the number of people joining.

3) On the checkout page, enter your contact info, answer a few quick questions (if required by the operator), and enter your payment information. You can pay securely by credit card or Apple Pay.

Once your payment is successfully processed, you’re all set! You’ll see a confirmation page with the details, and you’ll get an email with a copy of your receipt and a link to your voucher.

For some experiences, you’ll be taken over to the partner website to complete the booking in a few easy steps. If you have any questions about the process, don’t hesitate to contact us.

Other

Who’s Milo?

Glad you asked! Milo the rescue pup is our Chief Happiness Officer and official PlacePass mascot. He is also the brains behind many of our pet-friendly travel posts on the PlacePass blog.

How can I get the latest news and deals from PlacePass?

Join our mailing list! The signup box is at the bottom of this page.

I had a great experience; how can I share feedback? 

We’d love to hear from you on Facebook or Twitter! You’re also welcome to leave comments here.

Post-Booking

Do I need to provide passport info?

Some experiences do require you to provide passport information for everyone in the party. We will only ask for it if it’s required.

What should I bring on my experience?

Not sure what to bring? Please check the activity description or your voucher for suggestions on recommended items. It’s usually a good idea to have comfy shoes, a camera, sunscreen, and a reusable water bottle – no matter where you’re headed!

What should I wear on my experience?

It depends! We offer everything from wine tours to shark diving here at PlacePass, so please read the activity description closely to make sure you’re dressed appropriately. And remember, weather can vary, so don’t forget to check the forecast before you head out for the day.

What do I present to the guide or tour operator?

Please present your printed or electronic voucher at the start of your experience. If you’re expecting limited internet access, it’s best to print ahead of time, or download and save to your mobile device.

How do I schedule my pick-up from the hotel?

If your tour includes a hotel pick-up and drop-off, you will be able to specify the details at time of booking.

Can I customize my tour or activity?

We offer thousands of private, fully customizable experiences through PlacePass. These enable you to work directly with the operator to set your itinerary according to your preferences. Please review the product details to determine if your experience is customizable.

What’s included in the tour or activity price?

Please review the product details to see what is included in your specific experience. Many of our tours and activities include transportation, entry fees, and even snacks! But if something is not specifically listed, it’s best to assume it won’t be included.

Where do I meet my guide / where does my experience leave from?

Meeting instructions will be displayed at checkout, and will also be provided in your order confirmation and voucher. Many of our private experiences allow you to specify a pickup and drop-off location such as your hotel at the time of booking. If you have questions before your trip, feel free to Contact us.

Talk to Us

How can I contact the activity organizer or tour operator?

Please refer to your voucher, which will have contact details for the activity organizer or tour operator.

How can I contact PlacePass?

We’re always here to help! You can find several ways to reach PlacePass on our Contact page. If you’ve already made a booking with us, please have your reservation number handy so we can help you more quickly.

Troubleshooting

I messed up during the booking process! How can I fix it?

For activities booked directly on PlacePass.com, please call us at 617-945-9145.

For activities booked on a partner website, please call the partner’s customer service line. If you’re having trouble finding it, we’re happy to help.

What is your cancellation and refund policy?

The cancellation and refund policy varies according to the terms of our partners and tour operators. You can view the cancellation policy for your experience on the product details page.

What if I’m late for my tour?

Please contact the tour operator for instructions. We can’t guarantee space on a later departure, unfortunately. Please always allow plenty of time to reach the tour departure or meeting point, as some of our experiences have cancellation penalties.

I can’t find my guide or tour operator – what should I do?

Please double-check your email confirmation and voucher to make sure you’re in the right spot. If you still can’t find your guide, please refer to your voucher, which should include a phone number for your local tour operator. Still stuck? feel free to call us at 617-945-9145.

How do I modify or cancel my reservation after I’ve made the initial booking?

For activities booked directly on PlacePass.com, please call us at 617-945-9145.

For activities booked on a partner website, please call the partner’s customer service line. If you’re having trouble finding it, we’re happy to help.

What if I didn’t receive an email confirmation or ticket for my booking?

Please try checking your spam or trash folder first – if we’re not on your Safe Sender list, the email confirmations can get lost.

Still not there? Please contact us so we can help. Go to our Contact page, and under the “Email Us” section please select “Booking question” as the reason for your inquiry. Once we receive your request, we’ll follow up to get things sorted out.

Customer Service

Our commitment to service

Wherever you’re headed, we’re here to help. Contact us via phone or email and we’ll do what we can to make your travel great.