Exclusive rights for using the text of this document belong to the rightholder which is the author – Carthage Group international group of companies. This document can be used only with a reference to the author.
Excursion service
At information meetings, hotel guides offer information on the excursions that can be visited by tourists during their stay. The list of excursions with the indication of their duration and price is available in a leaflet that is distributed to each tourist.
Tourists are not recommended to purchase excursions or other services from third-party companies. The DMC does not engage in claiming compensations for the improper arrangement or cancellation of the excursions, unless they are purchased through hotel guides.
Before departing for an excursion, tourists are recommended to check the date and the name of the excursion, as well as the list of required belongings, and documents indicated in the excursion voucher. Tourists shall treat other group excursion members respectfully and show up for boarding the bus in due time (both at the beginning of excursions and at intermediate stops during excursion trips). In case the tourists are more than 15 minutes late (either for leaving the hotel to go on an excursion or for showing up at the meeting point in the course of an excursion program), the provider may leave the hotel or the meeting point without such tourists and with no subsequent compensation of the excursion price or of the transfer to return to the hotel.
During excursions, tourists are advised not to leave money and valuable belonging in the excursion bus unattended. Tourists shall exercise caution when in crowded areas and not keep large sums of money or valuable belongings in pockets where they can be easily accessed by third parties. At the beginning of an excursion program, guides inform tourists on the rules of conduct on the bus (for example, prohibition to move around the vehicle while driving or to leave waste on the bus). Tourists shall adhere to such rules of conduct.
If a tourist feels bad during an excursion, he or she shall inform the excursion guide who will further decide whether the tourist is able to proceed with the excursion. If necessary, the guide can provide assistance in arranging a transfer or calling a taxi to escort the tourist from the excursion place to a medical centre or to the hotel. The expenses for a transfer to a medical centre or to the hotel are borne by the tourist.
Excursion service
If tourists refuse to go to an excursion on the day of order an hour after the booking, 25% of the price will be withheld.
If tourists refuse to go to an excursion on any day but not less than 24 hours before the excursion start, 50% of the price will be withheld.
If tourists refuse to go to an excursion on the day when it is held or do not show up for the excursion, 100% of the price will be withheld.
This does not apply to excursions that include transportation by plane or ferry. In case tourists refuse to go to such excursions, 70% of their price is withheld notwithstanding the time of refusal (except for when the refusal takes place on the day of the excursion: in such cases 100% of the price will be withheld).
Not later than 24 hours before the excursion start, tourists can request postponing the excursion with no penalties (no part of the price will be withheld). This rule does not apply to excursions that include transportation by plane or ferry. Such a request can be accepted or rejected
by the DMC at its discretion and depends on the availability of such an excursion on the schedule before the end of the tourists’ vacation, and the availability of vacant places in the excursion group. In case of impossibility to approve the postponement of the excursion for another date or to offer another excursion, standard cancellation policy applies as described above.
A 100% refund of the paid excursion can be made on the basis of a medical certificate issued by a doctor in a medical institution not later than on the day of the excursion. In case of absence of a medical certificate, the price of the excursion is not subject to refund. This rule does not apply to excursions that include transportation by plane or ferry: 70% of their price will be withheld even in the presence of a medical certificate. Another exception is historical and individual excursions: even if a medical certificate is available, 50% of the price will be withheld.
Partial or full refund of the excursion price performed only for the person in whose name the medical certificate is issued. If a child and an accompanying person were supposed to go on the excursion, and if one of them has a medical certificate containing information on a contraindication for visiting the excursion, the price of the excursion will be refunded both for the child and for the accompanying adult.
Upon receipt of the refund amount, the tourists shall return the excursion voucher to the hotel guide and sign a paper which proves the receipt and the absence of any claims.
Partial or full withholding of the excursion price is due to actual expenses borne by the service provider in the course of its arrangement. Actual expenses include: arrangement of a transfer in accordance with the excursion route, meal arrangements, tickets to museums and archaeological parks, air flight or ferry to the place of the excursion, temporary stay at a hotel during the excursion, etc.
