Archives: FAQs

Choosing the right experience is not about finding the company that offers the most tours, but the one that offers the experience best suited to you. Mondo Guide stands out for the way it balances exclusivity and flexibility. While many operators offer large group tours with over 25 participants — and others provide smaller groups of 15–25 — we specialize in semi-private and shared experiences limited to 6–19 guests, alongside fully customizable private tours designed around your preferred group size and travel style. This ensures a more comfortable, engaging, and personal atmosphere, where you can interact naturally with your guide and enjoy a deeper connection with the destination. Each experience is carefully designed to reflect the unique character of the location. We do not follow standardized formats — every itinerary is created to highlight what makes each destination special. To better understand the experience we offer, we invite you to explore our guest reviews on TripAdvisor across Naples, Sorrento, Pompeii, Capri, and the Amalfi Coast.

We offer over 1,500 tours and transfer services across Europe, including Italy, Spain, and France, and we continue to expand based on our clients’ travel interests.

Technical issues may occur when using outdated browsers, particularly older versions of Internet Explorer. We recommend updating your browser or using a modern alternative such as Chrome, Safari, or Firefox. If you prefer, our team is always available to assist you directly and complete the reservation on your behalf.

Yes. Our team is available 24/7 via phone, WhatsApp, or FaceTime. If you prefer written communication, you can contact us by email or through the live chat available on our website. Full contact details can be found on our Contact Page.

A “pending” status means that your request is still being finalized. This typically applies to customized or high-end experiences requiring confirmation from external suppliers — such as the Pompeii Helicopter Experience — as well as certain last-minute bookings. At this stage, no payment has been processed. Your request has been received and is currently under review. Once the service is secured, you will receive a confirmation email and your card will be charged accordingly. Confirmation is typically completed within a few hours, and your card will only be charged once the service is confirmed.

Yes. Availability is generally updated up to 12–24 hours before the experience begins. If your preferred option is not available online, we recommend contacting our team to check the next possible departure.

No. We recommend keeping a digital copy on your phone. On the day of your experience, you will simply need to provide your name and booking reference number.

All details are included in your confirmation email and voucher, including meeting point, time, and important instructions. You can also access your booking at any time through our website using your personal booking reference. For assistance:

• Private services: +39 3513313134
• Shared services: +39 3317080962

During checkout, you will find a dedicated section where you can include any relevant details, such as accommodation information, cruise schedules, or personal requests.

Yes, but it depends on the type of service.

• Walking tours: Children under 3 years of age do not pay, but they must still be included in the booking so we can assign any required free tickets.
• Transportation services: Children under 3 years of age pay the full price. This is required to ensure safety, as each child must have a dedicated seat and appropriate equipment such as a baby car seat.

Providing accurate information about children allows us to properly prepare your experience.

Yes. As a family-operated company, we aim to create experiences that are enjoyable for guests of all ages. Our guides are experienced in adapting their approach to different audiences, and we also offer experiences specifically designed for families.

Not always. In many cases, entrance fees may vary depending on age or site policies. For this reason, we clearly indicate what is included and what is not. We also prefer to give our guests flexibility when it comes to food and beverages, allowing you to choose what best suits your preferences. Private services can be customized, and all-inclusive options are offered when they genuinely enhance the experience.

Yes. Identification is often required when entering sites and must be presented when necessary, including for children and reduced tickets.

Italy offers an extraordinary cultural and historical heritage developed over thousands of years. A licensed guide provides insight, context, and interpretation that allow you to fully understand what you are visiting, transforming your experience into something far more meaningful.

Tipping is optional and entirely based on your level of satisfaction. Guests who wish to show appreciation for excellent service often choose to leave between 10% and 25%, but this remains completely at your discretion.

Many historic locations present accessibility limitations due to their structure. However, we always aim to accommodate our guests whenever possible. For specific needs, we recommend booking a private experience so that arrangements can be tailored accordingly.

Shared and semi-private experiences follow fixed schedules. Private tours, however, can be arranged with flexible start times based on your preferences.

In most cases, yes. We recommend informing our team in advance so we can ensure the best possible experience.

Your voucher is sent to your email address immediately after confirmation. If you do not see it, please check your spam folder or access your booking through your account on our website.

Confirmed private services are not canceled under normal circumstances. In exceptional cases such as severe weather or unexpected closures, we will always provide a suitable alternative or solution.

While uncommon, shared services may occasionally be affected by external factors. In such cases, we will provide either:

• An alternative experience
• A full refund

Important details:

• A credit card is required to request the service
• No payment is taken at the time of booking
• Services operate with a minimum number of 6 participants
• Payment is processed only after confirmation

Cancellation terms:

• More than 72 hours: no penalty
• Less than 72 hours: non-refundable

Yes, experiences operate in all weather conditions. However, for safety reasons, certain activities — particularly boat and helicopter services — may be canceled. In these cases, a full refund will be issued.

Please contact the emergency number listed on your voucher as soon as possible so we can assist you.

All semi-private and shared experiences are limited to 6–19 participants, ensuring a more personal and comfortable experience.

Yes. Only in rare cases may the number slightly increase to avoid separating families.

For larger groups, we recommend booking a private experience, which allows for greater flexibility and can accommodate higher numbers.

Your guide will be waiting at the meeting point with clear Mondo Guide identification. In many cases, additional staff will also be present to assist you.

Yes. We offer dedicated shore excursions across Italy, France, and Spain, all including pick-up and drop-off directly at the port. If your ship is delayed or unable to dock, you will not be held responsible and will be offered an alternative or a full refund.

Full details are available for both:

• Private & Shared services

Full details are available for Helicopters:

• Helicopter Experiences