HOME > FAQ'S
Frequently Asked Questions
>> ARE THE ROME AND ITALY TOURS ALL PRIVATE?
Yes. All the tours of Miles&Miles are private and just for the person (family, couple or individual) that booked the service. This means that we donít, even on request, combine you with others for touring.* You must have your party organized prior to contacting.
*The only exception to this is the 4.5 hour Ancient Rome tour which includes the underground when we donít have an option to tour you on that part privately. For the last 90 minutes of the tour, we have to allow the Colosseo to group you with others for the underground portion of the tour only as touring this area of the Colosseo is on a very limited basis
>> IS THERE A LIMIT TO THE NUMBER OF PEOPLE ON A TOUR?
Especially so in Florence where vans may only hold 6 or 7 people maximum. In Rome and Naples each vehicle can seat usually 7 and some allow for a max of 8 passengers + the driver escort. If you have more people than will fit into 1 vehicle, we would recommend adding a second or third van and driver escort that will tour together and with the same stops if you prefer. This allows for a more individualized tour with a greater ability to navigate through the tiny streets in the center allowing your party to more easily reach the sites as compared to with a bus.
>> ARE THE WALKING GUIDES AND DRIVER ESCORTS LICENSED?
Yes. Miles&Miles requires of the Travel Agent Mission Dream Travel that operates the guide services for Miles&Miles just authorized and fully qualified guides and tour escorts. A walking guide is a licensed guide that will tour you inside each site without a van. A Driver escort is a licensed Tour Escort with Van. Our initial letter to you should spell out in detail under the "general information section" to help you decide if you need a walking or driver guide or a variety of both.
>> DO THE DRIVER ESCORTS AND WALKING GUIDES SPEAK ENGLISH?
Yes. For the last 29 years, Miles&Miles has specialized in working with English speaking markets (USA, UK, Australia, New Zealand, South Africa) and our entire team speaks fluent English. Check out our you tube video on the home page for an example of what you can expect with our Italian guides who speak English. In addition, our office is also staffed with native English speaking tour assistants.
If you are requesting a simple transfer service to or from the airport, port or train stations, some of these drivers will speak much more basic English.
>> WHERE DO WE MEET THE DRIVER ESCORT OR WALKING GUIDE?
For walking tours: If your tour is with a walking guide, no transportation is provided (transport is by taxi is most ecomomical) and we can either send the guide to the lobby of your hotel to escort you and arrange taxis for you or if not centrally located in the city, we will need to assign a convenient meeting point and the meeting time may then be changed.
For arrival at the airport: you will meet your driver just after you leave the area where you claim your bags but before leaving inside of the airport. You will see a driver with a sign bearing your name.
For arrival by ship: (see notes on our shore excursion letter for Naples) but in Rome and Florence, your driver escort will greet you just as you exit your ship. The driver will have a sign bearing the last name that was provided on your reservation.
For arrival by Train: We will have the driver meet you right at the end of your arrival train platform.
>> I REGISTERED ON THE WEBSITE BUT HAVE NOT RECEIVED A REPLY TO MY REGISTRATION, WHAT SHOULD I DO?
Be sure to check your spam folder if you have not received an auto reply to validate your registration. You need to receive this prior to asking for quotations. Once we do receive a quote request from you whether by direct email via our contact us link or by registering on the site and asking for a quote, we ask for 24-48 hour to reply especially in high season when the volume of emails is very high though we strive to respond in 24 hours.
>> I REQUESTED A QUOTE BUT DID NOT GET AN AUTOMATIC REPLY, WHY?
We do not have automatic replies or quotes that are system generated. As we offer a personalized service to you, a member of our office staff personally generates all quotes and responses via email or the website. Please recognize that we are often working on a different schedule than where you live and that there is likely to be lag time as a result. We will reply to you just as fast as we can.
>> I HAVE CHANGED MY IDEA ABOUT WHICH TOURS I WANT ON MY FOCUSED ITINERARY, SHOULD I SEND IN A SEPARATE QUOTE REQUEST?
No, please do not send a separate quote request for each tour that you want as you will generate many tour codes for you individually. If you are selecting your initial tours, just include all tours you would like a quote on and you will also get pricing for each one individually. We donít want to miss something for you so once you have received an initial itinerary we would rather have you ask us to change that existing itinerary via email and we can send you a revision.
>> I HAVE SELECTED THE TOURS I WANT TO TAKE, WHY WONíT THE WEBSITE ALLOW ME TO BOOK MY TOURS?
? If you have registered on our website and selected a quote, our office staff will control to booking process from there and you cannot just book a tour without the assistance of the travel assistant in the office. If you are ready to book your existing itinerary, please see the how do I book section on the letter we originally sent you and email us any missing details requested there so that we can send you a link to confirm your tours on your end. Again, as we offer personalized service, and only offer tours depending on our guide availability, we do this so that we never have an overbooking situation.
>> I ASKED FOR A QUOTE, IS MY TOUR CONFIRMED?
No, we have very high volumes of people asking for quotes. Your tour is not confirmed until you have received a voucher of service. In order to get that, you have to ask us to send you a link to confirm your services. At that point, after we get your confirmation back, we will double check our availability and issue your voucher if we still have space for your services. We ask that you print this voucher and bring it with you on the date of your tour as it contains important meeting information and supplemental information such as our contact info.
>> IS THE PRICE PER PERSON, PER TRIP, PER HOUR OR DAY ON SERVICES WITH DRIVERS OR DRIVER ESCORTS?
Prices are calculated by the hour for city tours and by the day for day trips outside of Rome as there are different costs associated with city tours vs. daytrips. The price is for up to a certain number of guides for example for up to 1 to 6 people and then another price for 7 or 8 people as we generally need to send you a larger van.
Transfers or pickups are calculated by the trip as again, there are different costs associated with these services and are priced also considering the need for luggage per person. If you will have excessive amounts of luggage you need to advise us upon booking so we can be sure to send the right size vehicle. (more than one checked bag and one carry on per person)
>> WHEN WE ARE AT LUNCH, DOES THE TIMING OF THE GUIDE STOP AND IS THE COST OF THE LUNCH INCLUDED?
No. The driver escort and van are always at your disposal even during lunchtime and ready to continue with the tour whenever you are ready. Therefore, time spent at lunch is considered part of the tour, after all dining in Italy, is a big part of the Italian experience. Lunch is never included in the cost of the tour. Feel free to talk with your driver escort to come up with a lunch option that fits your needs and is at the price point you are comfortable with. You are never expected to pay for the lunch of the guide.
>> HOW DO WE CALCULATE THE TIMING WITH THE DRIVER ESCORT?
The timing of a service starts when you meet the driver escort until the time that he/she leaves at the end of service. If you are doing a pickup and then a tour at separate rates, the tour timing starts when the pick up is completed.
>> BY HAVING A DRIVER ESCORT ARE WE ABLE TO AVOID LINES?
The Vatican is the only site that without a reservation where the line is impossible to avoid. We always suggest that you have us purchase your tickets in advance but give you the option to purchase them yourselves if you notify us upon booking. If you do not notify us, we will work to book your tickets at the appropriate time based on the season. Once we purchase your tickets on your behalf, you are responsible to reimburse us for them so be sure to tell us if you plan to purchase your own tickets.
Most of our guides have entrance with no wait at the Colosseo but where necessary we may opt to reserve in advance for you or pre-purchase your Colosseo tickets. We will also pre-reserve for you at the Borghese Gallery, Accademia and Uffizi when touring with us in those venues.
>> WHAT KIND OF VEHICLE WILL WE HAVE?
A comfortable newer model Mercedes or occasionally, Opel Vans (with a larger luggage capacity may also be used especially for simple transfers) will be at your disposal. All of our vehicles have air-conditioning.
>> ARE WE ABLE TO STOP IN PLACES DURING THE TOUR?
Yes. The tour is built with you and for you. The driver escort
will be pleased to stop in any place you like for pictures or explanations always considering the time allowed to accomplish your tour. If you prefer to linger longer in one place or less time in another, let our driver know that as the pace is centered around your interests. And, we may have to adjust the sites seen on the tour in order to accommodate alternative requests.
>> DO DRIVER ESCORTS COME WITH US IN THE SITES?
The Driver Escort does not come with you inside some of the sites where a walking guide is indicated or where parking is an issue as in Italy it can be quite complicated. Rest assured that your driver escort would fully explain each site and allow you to explore at your leisure, spending more or less time at each site as you prefer.
>> WHAT DOES THE PRICE INCLUDE?
The price includes the van, parking, taxes, fuel and tolls if applicable and an English-speaking driver escort if the tour is by vehicle. If your tour is a walking tour the price paid is for the walking guide.
>> ARE TAXI(s) AS NEEDED FOR WALKING TOURS OR AT THE END OF OUR FULL IMMERSION CITY TOUR WITH DRIVER GUIDE THAT IS FOLLOWED BY VATICAN WALKING TOUR INCLUDED IN THE COST OF THE TOUR?
No. Taxi(s) are never included in the cost of a tour and walking tours do not use vehicles so you will either meet your guide in the lobby of your centrally hotel and walk to the start point of your tour or travel in taxi(s) together to the start point depending on the location. Following your tour, you can ask your guide to assist you in locating the nearest taxi stand.
>> ARE ENTRANCE FEES OR HEADSETS INCLUDED IN THE PRICE?
No. Prices do not include entrance fees to any museums or sites (nor headsets which are usually 1.50 per person) and many venues will require you to use headsets if you have 6 or more in your group. Even if not required, in some cases with a larger group of 6 or more people it is a good idea. Headsets are not included in the cost of the tour and need to be paid direct to the guide as a cost of 1.50E per person. They are one ear only so do not go over the head.
>> DOES YOUR PURCHASE OUR TICKETS IN ADVANCE?
Miles&Miles has a partner Travel Agent Mission Dream Travel that operates and issues our tickets reservation for our customers to purchase tickets for the Vatican, Colosseo when necessary and the Borghese Gallery Museum, Accademia or Ufizzi. For the Catacombs it is not required to purchase tickets in advance on our tours. In Florence we will always plan to include a reservation for the Accademia and you will pay as you enter.
>> DO YOU ACCEPT CREDIT CARDS AS A FINAL MEANS OF PAYMENT FOR SERVICES?
No. Payment is to be made by cash for most simple transfer services or tours outside of Rome. Traveler`s checks in Euros or US dollars are also acceptable, but only in Rome. Please keep in mind that our drivers or guides will have to exchange those dollars or Travelerís checks just as you would have had to and no bank or exchange office will change then without a fee. You also have to consider that the daily rate fluctuates and if you pay in any denomination other than Euros in cash, our representative will incur a fee to change them into Euros on top of the conversion. You may be best to exchange your currency to Euros prior to travel to choose when is the best time for you to get the most value from your currency.
>> DO WE NEED TO LEAVE A DEPOSIT TO CONFIRM THE SERVICE?
But, we will need a credit card to guarantee your reservation as per our cancellation policy, which you will have a chance to review before confirming on your end. Although we have required your credit card details (Master Card or Visa only) We do not charge your pre-purchased tickets deposits to your credit card. Tickets will be reimbursed to us at the end when you pay for your tour.
>> HOW SHOULD WE CALCULATE THE GRATUITY?
Gratuity is at your discretion, and by no means required but always appreciated by the drivers or guides. As people commonly ask, we like to give you some indication of this subject. As we deal with mostly an American clientele the average we see seems to be inline with American standards for tipping (10-15%).
>> DO YOU OFFER TOURS INSIDE THE VATICAN ON A SUNDAY?
No, we never tour inside of the Vatican on Sundays although it is open only on the last Sunday of the month with free admittance. We do not offer tours on this day as the Vatican is too crowded and we donít feel that this allows for a great experience for you or our guide.
>> IS THERE A DRESS CODE INSIDE OF THE VATICAN OR OTHER CHURCHES?
Yes, inside of the Vatican, basilicas or other churches including the new Crypt of the Cappuccin, bare shoulders and knees not covered is not allowed. Please have a shawl, long pants or shorts that entirely cover the knees when visiting these sites. Large tri-pods, backpacks or other suitcases are also not allowed and some museums will have security screening so leave non-essential items back at the hotel or on the ship.
>> IF I LEAVE MY BELONNGINS IN THE VEHICLE IS MILES&MILES RESPONSIBLE FOR THEM?
No, Miles&Miles does not assume any responsibility for your luggage or other personal belongings while you are transiting or touring or have to leave the vehicle unattended for any reason. Of course, there may be times when the driver will be with your luggage at all times and then there is no risk to leave the luggage with the driver but if you plan to have stops in and out, it is not safe to leave your luggage unattended and we suggest that you check your bags first with a with your local hotel when possible. It is also a good idea to check your personal insurance coverage at home to be sure if you have coverage worldwide as coverage in Italy does not include your personal belongings. You are responsible to remove your personal items when you exit the vehicle.
>> DO YOU TOUR ALSO IN OTHER CITIES?
Yes. We have a team of drivers or guides in several other cities throughout Italy: We can help you in and around Umbria, Florence, Pisa, Luca, Venice, Sorrento, the Amalfi Coast and Pompei as well as transfers and walking tours and always operated through Mission Dream Travel. We do not tour in Milan or farther south than the Amalfi coast. We do not offer tours in other countries.
>> CAN WE BRING FOOD AND DRINKS INTO THE VEHICLES WHILE TRANSFERRING OR TOURING?
While we understand that you may want to have a snack or beverage during your tour please just let your driver know that you would appreciate a stop and we will be happy to allow you time to enjoy a refreshment outside of the vehicle. Bottled water with a cap for closure is the exception. We like to keep our vehicles in great condition for the you and for the people that will tour after you so we appreciate your consideration and cooperation in this request.
>> PAYMENTS & CANCELLATIONS
Although we have required your VISA or MC credit card details upon reservation, Miles&Miles does not accept credit cards as final payments but just for any cancellations fee payments as outlined below.
Payment: Payment is to be made in the form of Cash (preferably Euros) or traveler`s checks in Euros not larger than a 500 Euro denomination per check (TC are ok for tours in Rome only) at the end of each service direct to your driver or guide. The credit card details are only collected to guarantee our cancellation policy and when applicable, for the guarantee of payment of our up front expense for your pre-purchased, non-refundable & non-exchangeable Vatican or Underground Colosseo tickets when applicable to your itinerary. Miles&Miles may require a credit card just as a guarantee of the service with an initial charge of 5.00 Euros as control chard to be sure that the card is valid. This amount (5.00 Euros - five euros) will be deduct at the end of your service at the final payment if it was assessed.
Refunds General: No refunds are available once an itinerary or service has commenced. Canceling a confirmed itinerary with Miles&Miles can result in cancellation fees being applied by Miles&Miles, as outlined below. When canceling any booking you will be notified via email or telephone of the total cancellation fees. All vouchers issued by Mission Dreams Travel for: Event, Attraction, Show or Museum Ticket. These are non-refundable in all circumstances once they have been purchased on your behalf.
Gift Certificates: These are non-refundable in all circumstances.
Special Event Period: These are non-refundable in all circumstances. Tours commencing during a period of special event including but is not limited to, Trade Fairs, Public or National Holidays, School Holidays, New Year`s, Thanksgiving, Christmas, Easter, Ramadan.
Other Tour Products & Services: We do ask that you please provide us as much advance notice as is possible in the unlikely event that you should need to cancel your services as we generally book services well in advance in order to provide you with your required dates. We will also likely turn others away for your dates once you do confirm as we often become fully booked quite early on especially in high season.
If you cancel at least 7 calendar days in advance of the commencement time of your itinerary, there is no cancellation fee for your itinerary though you will be charged 100% for any admission tickets purchased on your behalf.
If you cancel between 4 and 6 calendar days in advance of the commencement time of your itinerary, you will be charged a 50% cancellation fee for your itinerary. Admission tickets purchased on your behalf will still be charged at 100%.
If you cancel within 3 calendar days advance of the commencement time of your itinerary, you will be charged a 100% cancellation fee for your itinerary. Admission tickets purchased on your behalf will still be charged at 100%.
By Ship: If the ship is not able to dock in port for reasons that are out of the control of the clients, our company will not charge any fee to the client for your itinerary though you will be charged 100% for any admission tickets purchased on your behalf.
By Flight: If you choose to schedule tours immediately following your arrival flight please be aware that the cancellation policy will apply for changes to flights, delays or missed flights so we ask that you consider this when booking services on your arrival or departure date.
>> Download the F.A.Q.'s (PDF format)