Please find below all the answers to your questions
On the home page, choose the country in which you want to book your activity. Secondly, do a research with a keyword and click on the top bar: Zoom, services, experiences, excursion and tours, ticket sales, shows etc. A list of products appears. You only have to click on the product that interests you and you will be redirected to the descriptive page of this product. After reading the program, choose the date that best suits you (and the schedule when possible) to do the activity, and indicate the number of participants. Some products require additional information or some options. Verify the total of your order and click on “book”. The page with your cart will then appear and you will see a message that says “name of your product” has been added to your cart. You can then continue with your purchase or proceed to the order of your product.
A red frame appears at the bottom of the product page, what does it mean?
In some products, a red frame will appear with the following message: subject to availability, this means that your order will be confirmed by email in the next 24h. You will only be asked for payment after confirming the order. Thanks for your understanding. Indeed, for some activities or visits (such as the entries of Seville Cathedral), we have to make sure in advance that our partners are available. All reservations will be confirmed or not in the next 24 hours by email. If your reservation is confirmed, you will receive a confirmation email with a link that you will have to click to proceed with the payment of your order. If your reservation is not confirmed, you will also receive an email in which we will try to propose a similar activity or a date close to the one you wanted to initially carry out the activity.
I want to book a combined trip or a circuit. How should I proceed?
For a combined trip, you can contact our ZOOM team at +33 (04) 78051608 or by email at firstname.lastname@example.org. Our team will be happy to take charge of your request and help you to organize your trip.
I want to book a flight, a hotel and rent a taxi what should I do?
ZOOM only takes care of “terrestrial” part of your trip. On our website, you can reserve your rental car. For the rest, our team can take care of the hotel reservation with your budget. You can contact our ZOOM team at +33 (04) 78051608 or by email to email@example.com.
Where can I find my travel insurance?
You can contact our ZOOM team at +33 (04) 78051608 or by email at firstname.lastname@example.org. Or ask for advice from your usual insurance
Can I make a reservation on site?
In Spain and Sevilla it is totally possible to reserve the activities on site, in our Sevillan shop with our team. However, we recommend you to book your activities in advance, especially at some periods of the year, such as during April’s Fair, Easter,… In Cuba, it is not possible to book an excursion after your arrival in the country.
Can I book an activity by phone?
Zoom.guide is an online booking agency. Even so, if you need assistance or have difficulties to book, you can contact us by phone + 33 (04) 78051608 or by email email@example.com. Exceptionally, we can accept a credit card payment by phone.
We are a group of 9 people, how can we book?
Some activities have a maximum number of participants. For any group request, do not hesitate to contact our services by calling +33 (04) 78051608 or by email to firstname.lastname@example.org.
Can I book several activities at the same time?
It is entirely possible to book several products and /or activities at the same time.
What is a Voucher?
A Voucher is a booking proof you will need to show for some activities. It also serves as a proof of payment.
How can I get my booking voucher and how should I use it?
Your Voucher will be sent automatically by email when the order is successfully completed. This voucher can be presented to the guide at the beginning of your visit or serve as an entrance for some monuments. Beware, when a voucher is not valid for a particular activity or monument, it will be written on the page. In this case, you will receive your tickets directly by email. If these tickets are not presented during the activity, the latter can not be done. If you do not have the possibility to print your booking voucher, for any reservation in Seville, do not hesitate to go to our ZOOM agency to pick it up. If you do not have, or have not yet received, your ticket on the eve of your activity, please contact our services by calling +33 (04) 78051608 or by email at email@example.com.
When can I book my activity?
You can book your activity one year in advance and at the latest between 10 and 2 days before the effective date of your visit, depending on the visit or activity.
Regarding the Cathedral of Sevilla and the Alhambra of Granada, sales open only one month in advance.
How can I obtain additional information that is not present in the description of the service?
You can simply contact us by phone or email.
How can I make sure that my order has been taken into account?
An email will be sent with the confirmation of your order, later, we will contact you to confirm the reservation and send the ticket or the official Voucher.
There is an error message or white pages that appear when I try to book, why?
Some errors may occur if the pages are in “memory cache”. In this case, you must update the internet page. If after updating all the pages the problem persists, do not hesitate to contact us.
Reservations can not be modified or reimbursed unless it is written in the description of your product. All requests for modification will be made under the condition of availability and/or viability for our team; we can not guarantee the viability of your request.
Our prices include services fees and 24-hour on-site assistance. These expenses justify the price difference.
Are there special or reduced prices for students, children or people over 65 for example?
All special rates (if any) are indicated in the description of the selected product, in the “reservation” part. It is imperative to present the corresponding proofs for these rates with the voucher at the entrance of the monument or at the beginning of the activity (student card, disabled person’s card and identity document for people over 65 and children.
With regard to the reduced rates for the Cathedral of Seville, should I only show my identity document or all the participants’ ones?
If you are a beneficiary of a reduced rate for the Cathedral (student, senior, children), you must indicate the number of the identity document of each participant who benefits from a reduced rate to access the monument.
Once the reservation has been made and your cart verified, you can then click on “proceed to payment”. The order page will then appear, if you already have an account on our website you should identify and sign in. If you are a new client, click on “next”. Then enter your payment details and click “next”. If you want to enter more information, do not hesitate to do so. It is an optional stage. Click “Next”. Check the summary of your order and the total price and click on “next”. You will then pay for your order. You will have to accept the terms and conditions of sale. Click on “Finish order”. When all the information is complete, you will be directed to a secure payment page by “Banque de Savoie”. All linked information will be encrypted (SSL). Nothing can appear without code in the network. Then choose your payment method and confirm. Once the order has been sent successfully, you will receive a confirmation email. Your order has been made!
Methods of accepted payments:
CB, E-card, Maestro, MasterCard, Visa, Visa Electron.
Are credit card transactions fully secure?
Zoom.guide benefits from a totally secure payment system insured by “Banque de Savoie”.
All information linked through the payment pages is encrypted (SSL protocol). No information will circulate without being coded.
An error message appears when I try to pay with my credit card what should I do?
The zoom reservation process is fully automated and all card transactions are fully protected and secured. If your credit card generates a persistent error message, check its validity. We also recommend you to check with your bank that the monthly limit has not been exceeded. We can also advise you to try another card or another payment method. If you still receive error messages, do not hesitate to contact us by calling +33 (04) 78051608 or by email at firstname.lastname@example.org.
If a product is unavailable when I am making a reservation, what will happen during the payment?
If some products are not available, a message will appear in your cart and they will be automatically removed from the cart. Only available items will be charged.
How can I access my invoices?
The voucher represents a proof of payment. You will find your invoices in your customer account in the order history: https://zoom.guide.
Reservations that are made and paid can not be cancelled or reimbursed. In case you can not attend the activity, no refund can be issued. In case of force majeure, any refund request must be sent to email@example.com with the references of the reservation, we will deal with your request as soon as possible. We recommend you to read our general conditions of use.
What happens if the activity can not be carried out? ╁ ╁ Where is located the agency in Cuba? Once arrived at the destination, can I have a phone number to contact you? Will we be able to receive the documentation and/or complete maps of each destination to get from one place to another? ╁
Zoom.guide reserves the right to cancel, to modify or to replace an activity that has been reserved through the website at any time and for any reason whatsoever. In such a situation, the Zoom team will try to do everything possible to find the most adapted solution.
If the new Zoom proposals do not satisfy the customer, you can request a refund by sending an email to firstname.lastname@example.org, indicating the reservation number, no additional compensation will be sent.
Contact the Zoom team by calling the telephone number indicated on the reservation.
In what languages are the activities available?
Most of our activities are available in English, French and Spanish. Some activities may be available in other languages, contact us for more information.
It is located on Calle Garcia de Vinuesa, in the Santa Cruz neighbourhood, 5 minutes walking from the Cathedral of Seville.
In Cuba, we do not have a public office. Our team will give you an appointment at your hotel or the place of your activity.
Our team is available 24 hours a day, if necessary. The emergency numbers are +34 620 656 116 for Spain and +53 (5) 481 4555 for Cuba.
In Spain, to Seville, you will find all the documentation that you need in our agency, our team will be at your disposal to help you. You will also find a downloadable Seville map by clicking on the following link: https://zoom.guide/carte-de-seville/.
For any request for collaboration, please fill in the following form.
Where is located the agency in Cuba?
Once arrived at the destination, can I have a phone number to contact you?
Will we be able to receive the documentation and/or complete maps of each destination to get from one place to another?