FAQs

All your questions about City Unscripted, answered right here!

Frequently Asked Questions:

For Guests For Hosts For Travel Advisors

Recent Activity

Is this a traditional tour or something different?

This isn’t a traditional tour with a fixed script. It’s a fully personalized day shaped around your interests, whether it’s culture, history, neighborhoods, or hidden local spots. Your host is a knowledgeable local, more like a friend showing you their city. It’s flexible, one-on-one, and tailored entirely to you.

How does personalization work?

After booking, you’ll receive a short questionnaire where you can share your interests, travel style, and any must-see spots. Based on that, we’ll match you with a local host who’ll reach out to plan your personalized itinerary..

Can I mix different themes in one experience?

Yes! You can blend food, culture, history, neighborhoods, or even a bit of nightlife if time allows. Just share your interests in the questionnaire, and your host will build the day around them.

Can I adjust the plan on the day?

Absolutely. Your host can adjust the itinerary on the day based on your pace, energy, or any new ideas you have. It’s a flexible experience from start to finish.

What languages are available, and can I request a non-English host?

<p>Our experiences are hosted in English or the local language. If you'd prefer a host who speaks a different language, just get in touch with us when booking. While we can’t always guarantee availability, we’ll do our best to accommodate your request.</p>

What’s the cancellation policy?

You can cancel your booking up to 24 hours before the start time for a full refund. Cancellations made less than 24 hours before are non-refundable.

What is your refund policy?

We offer a full refund for cancellations made at least 24 hours before your experience. After that window, bookings are non-refundable.

What happens in case of bad weather?

Rain won’t stop your experience—your host will adjust the route if needed, choosing cozy indoor spots or covered food areas. City Unscripted experiences are flexible by design, and your host will make sure it’s just as enjoyable, whatever the weather.

Is tipping expected or optional?

<p>Tipping is completely optional and never expected. If you feel your host made your experience extra special, you’re welcome to offer a tip in any amount that feels right for you—either in cash or via their QR code.</p>

What if I want to extend or shorten the day on the go?

If you’d like to extend your time with your host, just ask about their availability and continue your tour. Hosts can’t accept payments directly, so once the experience ends, please contact our customer service team at info@cityunscripted.com to arrange payment. And if you prefer to finish early, that’s absolutely fine too!

Your FAQs

Can my host meet me at my hotel?

Yes, this is possible as long as your hotel is in a central location. If you booked directly on our website, you can also log into the MyCU portal (top right corner, next to the suitcase icon), open your booking, and click the edit icon to update the meeting point. If you've booked through one of our partners, call us at +1 (844) 909-2626 or email info@cityunscripted.com at least 24 hours before your experience starts.

Booked through Viator? Open your booking, go to “How to get there”, select “Edit pickup point”, choose your hotel or the central landmark, and click “Update”.

I want to cancel my experience. Can I get a refund?

Yes! You’ll receive a full refund if you cancel at least 24 hours before your experience. If you booked directly with us, just log into MyCU to cancel. If you booked through one of our partners, please cancel via their platform.

If you need help outside the cancellation policy, call us at +1 (844) 909-2626 or email info@cityunscripted.com.

How do I contact my host?

Once your host is assigned, you’ll receive their name and contact details via email, and you'll be able to see their contact details anytime in MyCU. You can connect with them to share any preferences or ask any questions you might have.

How can I get the experience personalization form (questionnaire)?

You’ll find your link to the experience personalization form (questionnaire) in the MyCU portal, where you can also view or update your booking details anytime. We’ll also send it to the email you used when booking (or via the platform you booked on, like Viator). Didn’t get it? Just log in to MyCU or email us at info@cityunscripted.com and we’ll resend it right away.

How do I confirm my booking?

Your booking is instantly confirmed. Once your book, you’ll receive a confirmation email from the platform you booked on. If you booked through one of our partners we will send you a separate email to introduce our company. This will include all the essentail details on your booking.

Where do I find the meeting point address for the tour?

If you booked directly on our website, the easiest way is to login to the MyCU portal (top right corner, next to the suitcase icon), open your booking, and find all the details right there.

If you booked through a platform like Viator, GetYourGuide, or Airbnb, the details will also be included on your voucher or in your account under sections such as “How to get there,” “Booking Details,” or “Experience Information.”

Have you not received the confirmation email? Call us at +1 (844) 909-2626 or email info@cityunscripted.com and we'll send it to you.

Can I request a different start time? How can I change it?

You can change your start time up to 24 hours before your experience.
If you booked directly on our website, the easiest way is to login to the MyCU portal (top right corner, next to the suitcase icon), open your booking, and click the edit icon to update the meeting time.

Booked through Viator?
To change the meeting time, go to "Bookings" in your account and select the booking you want to modify. In the "Booking Summary," click "Option Selected" and then "Edit."
First, find the duration you initially booked (e.g., "Duration: X hours"). Based on that, you'll see a list of available time slots for that specific duration. Simply choose the one that works best for you.

If you booked through a different partner, or need any help at all with changes to your booking call us at +1 (844) 909-2626 or email info@cityunscripted.com

How can I change the meeting point?

You can update your meeting point up to 24 hours before your experience, as long as it’s within 5km of the city centre. If you booked directly on our website, the easiest way is to login to the MyCU portal (top right corner, next to the suitcase icon), open your booking, and click the edit icon to update the meeting point.

Booked through Viator?
Open your booking on Viator, navigate to "How to get there" on the left-hand menu, click "Select pickup point", search for your centrally located hotel, or select the central landmark, and then "Update".

If you booked through a different partner, or need any help at all with changes to your booking call us at +1 (844) 909-2626 or email info@cityunscripted.com

Can I reschedule my booking? How can I do that?

You can reschedule your experience up to 24 hours before your experience.
If you booked directly on our website, the easiest way is to login to the MyCU portal (top right corner, next to the suitcase icon), open your booking, and click the edit icon to update the experience date, meeting time, or meeting point.

Booked through Viator?
To change the meeting time, go to "Bookings" in your account and select the booking you want to modify. In the "Booking Summary," click "Option Selected" and then "Edit."
First, find the duration you initially booked (e.g., "Duration: X hours"). Based on that, you'll see a list of available time slots for that specific duration. Simply choose the one that works best for you.

If you booked through a different partner, or need any help at all with changes to your booking call us at +1 (844) 909-2626 or email info@cityunscripted.com

Do you offer airport pickup?

Yes, we offer layover experiences where your host can meet you at or near the airport. For a quote, call us at +1 (844) 909-2626 or email info@cityunscripted.com.

How can I cancel my booking?

You can cancel up to 24 hours before your experience for a full refund.

- Direct bookings (City Unscripted website): Log into the MyCU portal (top right corner, suitcase icon), open your booking, and click “Cancel this experience.”
- Viator bookings: Go to your Viator account, open your booking, and select “Cancel booking.”
- Other partners: Please cancel directly on their platform, or get in touch with us at info@cityunscripted.com for help.

If you booked through a different partner, or need any help at all with changes to your booking call us at +1 (844) 909-2626 or email info@cityunscripted.com

Can I request a different meeting location?

Yes! You can update your meeting point up to 24 hours before your experience, as long as it’s within 5km of the city centre. If you booked directly on our website, log in to the MyCU portal (top right corner, next to the suitcase icon), open your booking, and click the edit icon to update the meeting point.

If you booked through Viator or another partner, follow their instructions for changing your meeting point, or contact us at +1 (844) 909-2626 or info@cityunscripted.com for assistance.

What is included in the tour price?

Every experience includes private time with your host and a personalised plan based on your interests. For some experiences—like food tours, day trips, or layovers—meals, entrance fees, or transport may also be included. If so, you’ll always see this clearly listed in the experience description and in your confirmation details.

Can I request an English-speaking host?

Yes! All of our experiences are conducted in English by default, so you’ll always be matched with a host who can guide you comfortably in English.

Can I request a specific host for my tour?

Yes! Call us at +1 (844) 909-2626 or email info@cityunscripted.com to let us know which host you’d like. While we can’t always guarantee availability, we’ll do our best to pair you with your preferred host. That said, no two travellers—or experiences—are the same, and we pride ourselves on matching each guest with the best host for their unique experience. If you’re unsure, leave it to us!

Can I request a host of a different/specific gender?

Yes! Simply indicate your preference in the pre-experience questionnaire, and we’ll do our best to match you with a host who meets your needs. While we aim to make all guests feel comfortable, requests are subject to host availability.

How do I confirm my pickup location and time?

Your meeting location and time will be confirmed in your booking confirmation email.

If you booked directly through our website, you can also log in to the MyCU portal (top right corner, next to the suitcase icon) to view or update experience details.

If you booked through one of our partners (like Viator or GetYourGuide), the experience details are included on your voucher.

How do I update or change my payment method?

For direct bookings, payments are securely processed via Stripe, so payment details can’t be changed once confirmed. If there’s an issue, email us at info@cityunscripted.com and we’ll help. If you booked through a partner like Viator, you can update your payment details directly in your account with them.

What should I do if I don't hear from my host?

There might be a few reasons why your host hasn't been in touch yet. Our wonderful customer service team is available 24/7 and happy to check up on things for you. You can find real people (never an AI bot!) on the live chat on our website, or call us at +1 (844) 909-2626, or email info@cityunscripted.com. We're here to reassure and support you.

How do I confirm you received my completed questionnaire?

As soon as your experience personalization form (questionnaire) is submitted, you’ll see a confirmation screen and we’ll also send a “We’ve received your answers” email.

Can I receive the questionnaire by email?

Yes! We’ll email the link to the experience personalization form (questionnaire) shortly after you book. If you booked via a partner platform, simply share your direct email with us and we’ll send it to you right away.

Can I contact you on WhatsApp?

Yes, you can! Feel free to message us on WhatsApp at +44 7518 525212 for quick questions or last-minute changes. Please note: this number is for messages only. If you prefer to speak to us call +1 (844) 909-2626

How do I complete the pre-tour questionnaire (experience personalization form)?

You’ll find the link in your confirmation email (sent by us directly or forwarded if you booked through a partner). We recommend completing it as soon as possible so we can match you with the best host and give them time to tailor the experience. Don’t worry if you’re late—you can still submit it before your experience.

Can I add more people to my booking? How can I do that?

Yes, you can add more guests up to 24 hours before your experience. Just email us at info@cityunscripted.com with the total number of guests, and we’ll update your booking accordingly.

Booked through Viator?
Navigate to "Bookings" in your Viator account and select the appropriate booking. Then go to "Booking Summary", click on "Travelers", and press "Edit", add the correct number, then save changes.

Can I customize the tour to include a specific attraction/location?

Yes! Simply add your request in the pre-experience experience personalization form (questionnaire) or discuss it directly with your host. They’ll work with you to create an itinerary that suits your interests.

How do I check if a tour is available on my preferred date?

Thanks to our wide range of hosts, most dates are available if you book a few days in advance. To check, just select your preferred date on the experience page—availability updates instantly. If your date is available, your booking will be confirmed right away. If availability doesn’t show, get in touch with us—sometimes we can still accommodate very last-minute bookings.

What is included in the experience?

All experiences include private, personalized time with your local host. Some—like food experiences, shore excursions, or airport layovers—may include extra elements. You’ll find the full details listed under “What’s included” on each booking page.

How do I confirm the name of my host?

Our Experience Planners will look at the details of your booking and the preferences you shared and they'll assign the best host to your tour. Once your host is assigned, you’ll receive an email with their name, email, and phone number so you can contact them directly. Most of our hosts are also available on WhatsApp.

Can I extend the duration of my experience?

Yes! You can extend the duration up to 24 hours before your experience. Just email us at info@cityunscripted.com, and we’ll arrange the extra time and send you a secure payment link for the additional hours.

Booked through Viator?
Navigate to "Bookings" in your account and select the appropriate booking. Then go to "Booking Summary", click on "Option Selected", and press "Edit". When selecting a new duration, please make sure the new selection matches your preferred meeting time

How do I confirm meeting details with my host?

Once your host is assigned, you’ll receive an email with a recap of the details of your experience and the details of your host (their name, email, and WhatsApp contact details). Your host will have received the same details already. You can discuss changes to the meeting place to make it more convenient to you directly with your host. If you need any help our customer service team is ready to jump in and offer assistance.

The personalization form (questionnaire) link isn’t working. What to do?

If your personalization form (questionnaire) link isn’t opening, try clearing your browser cache or opening it in a different browser. If the issue persists, just contact us and one of our team will be happy to take your preferences directly.

Can I book a tour for a specific date and time?

Yes! You can choose your preferred date and time directly on the experience page when booking. If you don’t see your ideal time listed, just email us at info@cityunscripted.com and we’ll do our best to accommodate you.

How do I get to the meeting point from my accommodation?

Your host can suggest the easiest way to reach the meeting point, whether that’s walking, public transport, or a quick taxi ride. Once you're in touch with your assigned host, feel free to ask them directly for guidance.

Can I request an earlier start time for my experience?

You can change your start time up to 24 hours before your experience.
If you booked directly on our website, the easiest way is to login to the MyCU portal (top right corner, next to the suitcase icon), open your booking, and click the edit icon to update the meeting time.

Booked through Viator?
To change the meeting time, go to "Bookings" in your account and select the booking you want to modify. In the "Booking Summary," click "Option Selected" and then "Edit."
First, find the duration you initially booked (e.g., "Duration: X hours"). Based on that, you'll see a list of available time slots for that specific duration. Simply choose the one that works best for you.

Other platforms or need help? Contact us via live chat, email, or phone, and we’ll ensure your request is processed smoothly.

How do I book an experience?

You can book an experience directly on our website CityUnscripted.com. Simply select your destination and experience, choose your preferred date and start time, then follow the steps to complete your booking. Once your booking is confirmed, you will receive a personalization form where you can share your preferences. Based on your answers our Experience Planners will match you with a host and introduce you.

How can I view the itinerary for my experience?

Your host will create a personalized itinerary based on your interests and share it with you before the experience. You can co-create the itinerary together—it’s flexible and tailored just for you!

How long do refunds take to process?

Refunds are usually processed within 7–10 business days, depending on your bank.

How do I contact your customer support?

Our 24/7 customer support team is here to help—real people, never AI bots! You can reach us via live chat on our website, email info@cityunscripted.com, call +1 (844) 909-2626, or WhatsApp +44 7518 525212. You can also view details of your existing booking anytime on the MyCU portal.

Do you provide restaurant recommendations?

Yes! Your host will suggest great local restaurants based on your tastes—whether it’s hidden gems or popular local spots. You can also share your preferences in the experience personalization form (questionnaire) or contact our wonderful customer service team before the experience to get extra recommendations.

How do I recognize my host at the meeting point?

Your host will reach out before your experience to introduce themselves and share meeting details. You’ll also have their photo and contact info in your confirmation so it’s easy to spot each other.

When will I receive my itinerary?

There’s no fixed itinerary! Your host will make some recommendation based on your preferences and will create a flexible plan. You will be able to discuss the plan for the day with your host before the experience and there will always be room for some sponteneity along the way.

How and when do I confirm who my host will be?

Once your host is assigned, you’ll receive an email with their name, email, and WhatsApp contact details so you can connect directly. This usually happens shortly after your booking is confirmed.

What should I do if my host doesn’t show up?

We’re so sorry if this happens—it’s extremely rare. Please get in touch with us right away via the live chat on our website, via email at info@cityundcripted.com, call us at +1 (844) 909-2626, or send us a WhatsApp message at +44 7518 525212. We’ll step in immediately to assist and make things right.

How can I check the status of my booking?

How can I check the status of my booking?

Direct bookings: Log into the MyCU portal to check your booking status anytime.
Viator bookings: Go to your Viator account, select “My Bookings,” and choose your City Unscripted experience.
Other partners: Log into your account with the platform you booked through.

Need help? Email us at info@cityunscripted.com

What information do you need from me before my experience?

We ask you to complete a short questionnaire (experience personalization form) after booking—it helps us get to know your interests, pace, and preferences so we can match you with the perfect host for your party. Based on the information you share your host can tailor the perfect day. The more detail you share, the better your experience will be!

How do I leave a review for my host?

After your experience, we’ll send you an email with a link to share your feedback and leave a review. Reviews help us celebrate our amazing hosts—who are rewarded for every 5-star rating—and make sure we keep delivering unforgettable experiences.

When should I arrive at the meeting point?

Please arrive to the designated meeting place by the scheduled start time. Your host will be there, ready to start!

How do I request the questionnaire to be resent?

You can always find your experience personalization form (questionnaire) in MyCU, but if you’d like it resent, just email us at info@cityunscripted.com and we’ll send it straight away.

What are the earliest and latest start times for tours?

Most experiences begin around 8:00AM. For evening or night experiences, the latest start times could be around 8:00PM, depending on the experience. If you don't find availability at your desired start time, get in touch with us, we might be able to accommodate your request.

How can I change my preferences in the questionnaire?

If you’ve already submitted your questionnaire but want to update something—no worries! Just reply to your confirmation email or contact our wonderful customer service team and we’ll pass the updated info to your host.

How do I confirm my pickup details?

You’ll find your confirmed meeting point details in the confirmation email.

You can update your meeting point up to 24 hours before your experience. If you booked directly on our website, the easiest way is to login to the MyCU portal (top right corner, next to the suitcase icon), open your booking, and click the edit icon to update the meeting point.

Booked through Viator?
Open your booking on Viator, navigate to "How to get there" on the left-hand menu, click "Select pickup point", search for your centrally located hotel, or select the central landmark, and then "Update".

If you booked through a different partner, or need any help at all with changes to your booking call us at +1 (844) 909-2626 or email info@cityunscripted.com

How can you help me plan my itinerary?

Our team can share recommendations based on the sample itineraries listed in each experience description. Once your host is assigned, they’ll reach out to learn more about your interests and work with you to co-create the perfect plan. Every itinerary is personalized and unique, and there is always room for some spontaneity.

How long does the experience last?

Experiences typically last between 2 and 8 hours—you can choose the duration when booking. Need help deciding? Let us know how much time you have and what you’d like to see, and we’ll guide you.

Is luggage storage available during the tour?

While we don’t provide luggage storage, your host can suggest a safe spot nearby or adjust the meeting point to accommodate your plans.

What happens if no host is available for my booking?

Occasionally we have more limited capacity due to high season, or sudden change in our hosts' availability. If we’re unable to match you with a host for your selected date and time, we’ll let you know as soon as possible. We will suggest a different date, or alternative start time, and if that doesn't fit with your plans you will receive a full refund.

Can I customize the tour's start and end locations?

Yes! Your host can meet you at a central location of your choice and finish wherever is most convenient. Let us know at time of booking via the experience personalization form, or discuss options directly with your host before the experience. If you need any help or clarifications contact our customer service team.

What should I do if I'm running late to my experience?

No worries! If you’re running late, contact your host directly to let them know. Alternatively, get in touch with us right away via the live chat on our website, via email at info@cityundcripted.com, call us at +1 (844) 909-2626, or send us a WhatsApp message at +44 7518 525212. We’ll step in immediately to assist and let your host know.

What stops are included in the tour itinerary?

On the product page, you’ll find a suggested outline with possible stops—but since every experience is private and personalized to your wishes and preferences, your host will create a plan based that suits your pace and interests.

Do you offer tours from cruise ports?

Yes! We have specially designed cruise stopover experiences in some of our cities. These start directly from the cruise port, making the most of your time on shore. You can find these experiences on our website, or contact us directly and we’ll confirm availability.

What should I do if I haven’t received the questionnaire?

If you haven’t received your questionnaire within a few hours of booking, please check your spam folder. Still no luck? Contact us at info@cityunscripted.com and one of our team will be happy to resend it to you.

How can I check if a specific host is available on my preferred date?

Get in touch with our wonderful customer service team. One of our team will take the name of the host and your preferred date, and they’ll check their availability for you.

What is the typical group size for a tour?

All our experiences are private and personalized—it will just be you and your host, never part of a larger group. To make sure everyone gets the most out of the experience, we suggest keeping groups to around 8 people or fewer.

Are entry fees for attractions included in the price?

Entry fees aren’t included unless specifically mentioned. Your host will plan your day around your preferences and let you know in advance if any optional entry costs apply.

What languages are tours available in?

We normally only offer our experiences in English or in the local language. If you would like your experience in a different language do get in touch with us and one of our team will discuss options with you.

Do we meet at our accommodation or at a designated meeting point?

The confirmed meeting place is indicated on your booking confirmation email and on your booking platform. If you wish to change the meeting place, we might be able oto accommodate your request, and if you're staying centrally, your host can meet you at your accommodation.
You can update your meeting point up to 24 hours before your experience. If you booked directly on our website, the easiest way is to login to the MyCU portal (top right corner, next to the suitcase icon), open your booking, and click the edit icon to update the meeting point.

Booked through Viator?
Open your booking on Viator, navigate to "How to get there" on the left-hand menu, click "Select pickup point", search for your centrally located hotel, or select the central landmark, and then "Update".

If you booked through a different partner, or need any help at all with changes to your booking call us at +1 (844) 909-2626 or email info@cityunscripted.com

What is the deadline to submit the pre-experience questionnaire?

We recommend completing it as soon as possible after booking. This will give our Experience Planner time to find and block the availability of the best host for your experience, and your host has time to tailor your experience. If you don't submit the experience personalization form (questionnaire) your host will prepare an itinerary for you and leave room for some options to explore with you along the way.

Why was my booking canceled?

Bookings are only canceled if you requested it or if we don’t have a host available—and we’ll always contact you before processing the cancellation.

If you booked through Viator, cancellations can sometimes happen if there’s an issue verifying your payment method.

Am I eligible for a refund if I cancel my booking?

Yes, you’ll receive a full refund if you cancel at least 24 hours before the start time. Cancellations within 24 hours are non-refundable.

What can I expect to see during the tour?

On each product page, you’ll also find a suggested outline with possible stops to give you an idea of what your day might look like. Having said this, every experience is personalized—so what you see depends on your interests. Your host will design a plan that could include a mix of hidden gems, local favorites, and cultural highlights, all at your pace.

Are there fees for changing my booking?

No—there are no fees for changing the date, time, or meeting point up to 24 hours before your experience. The only cost is if you extend the duration, add more guests to your party, or add new inclusions to your experience.

If you booked through a partner like Viator, they may apply their own fees. If that happens, contact us at info@cityunscripted.com and we’ll do our best to help.

Can you accommodate dietary restrictions or food allergies?

Absolutely! Just mention any allergies or dietary preferences in your experience personalization form (questionnaire) or let your host know directly. They’ll tailor the day—including food stops—to suit your needs.

Do your tours include skip-the-line entry to attractions?

Tickets to attraction, including Skip-the-line options are normally not included in our itineraries. However, your host can help you plan around peak times or suggest how to book priority access if that’s something you’d like to include.

Is transportation included in the tour?

Exploring with your host means you’ll get around the city like a local—on foot, by metro, or by taxi. Transport isn’t usually included, but for airport layovers or shore excursions, public transport may be covered, and this will always be shown under ‘What’s included’ on the experience page.

How much walking is involved in the experience?

That’s completely up to you! Your host will tailor the day to your preferred pace—whether you’d like a leisurely stroll with plenty of breaks or a more active exploration. Just share your preferences in the questionnaire, and your host will plan accordingly.

Can I request the same guide for my next tour?

Absolutely! We’re thrilled you enjoyed your first experience and want to see your host again. If you’d like to book another experience with the same host, simply let them know—they can share a personal promo code with you, and both of you will receive a reward.

If you need any help arranging this, just reach out to us via live chat, email at info@cityunscripted.com, or call +1 844‑909‑2626. We’ll gladly assist to make sure you’re matched with your favourite host again.

How do I know if my tour is canceled?

If your experience is ever canceled, you’ll receive a confirmation email from us right away. If you booked through a third-party platform like Viator or GetYourGuide, you’ll also see the cancellation reflected in your account there.

How can I change the lead traveller's name on my booking?

Get in touch with our wonderful customer service team. One of our team will take the details and update the booking for you.

What information do you need to personalize our tour?

Once you book you receive the link to the experience personalization form (a short questionnarie). This form is designed to capture your interests, pace, food preferences, and travel style. The more you share, the more your host can tailor your experience into something truly special.

Can we end the tour at a different location?

Yes! Your host can end the experience at location of your choice and finish wherever is most convenient. Let us know at time of booking via the experience personalization form, or discuss options directly with your host before the experience. If you need any help or clarifications contact our customer service team.

What type of transportation is used on tours?

What should I do if my host says they are not available?

This is very rare—but if it happens, please contact our wonderful customer service team right away. We’ll quickly arrange another host or find the best solution for you.

Do you provide guidance on using local public transportation?

Yes! Your host can help you understand local transport—whether it's navigating the metro or catching the right tram. They’ll make sure you feel confident getting around.

How do I reinstate a canceled booking?

If you booked directly on our website, simply email us at info@cityunscripted.com and we’ll check with your host to see if we can reinstate it. If your booking was canceled through a third-party platform, we’re not able to reinstate it—but we’d be happy to help you quickly rebook a similar experience.

What should I wear for the experience?

Comfort is key! We recommend wearing comfortable shoes and dressing for the weather. Your host can let you know if you’ll be entering any religious or cultural sites where modest clothing might be needed.

How far is the meeting point from my arrival location?

Your host can recommend the closest and most convenient meeting point based on your arrival details. If you’re coming from the airport, cruise port, or train station, just let us know and we’ll guide you.

Can you arrange tickets for attractions?

We don’t book tickets directly, but your host can help you plan your day around attractions and guide you on how to purchase tickets in advance.

How can I get an invoice for my booking?

You’ll receive a payment confirmation email automatically after booking. If you need a formal invoice, email us at info@cityunscripted.com

How do I check if my assigned host has changed?

If there’s any change to your host, we’ll notify you right away via email. You can also see all the details about your host on MyCU portal (top right corner, next to the suitcase icon), open your booking to see who your assigned host is. If you’ve booked through one of our partners, call us at +1 (844) 909-2626 or email info@cityunscripted.com at least 24 hours before your experience starts.

Can you meet us at a cruise terminal?

Yes, we can! Depending on the destination and docking location, your host can meet you at the terminal or a nearby spot. Just share your port and docking time, and we’ll check with your host and confirm if this is possible.

How can I get more information about a tour?

You’ll find details on each experience page, including duration, customization, and host profiles. If you have specific questions, just email us at info@cityunscripted.com. We’d love to help you find the perfect experience!

Do you offer partial refunds?

We look at refund requests on a case-by-case basis, as every situation is unique. While partial refunds are not common once an experience has begun, if something doesn’t go as expected, please get in touch—we’ll always do our best to find a fair solution.

How can I customize the itinerary?

Absolutely! Just share your interests and must-see spots in the experience personalization form (pre-experience questionnaire), and your host will design a personalized plan around them.

What is the maximum group size you can accommodate?

We can accommodate up to 8 people in a single booking. For groups larger than 8, local rules and regulations may apply, but we’re happy to help—just contact us in advance, and we’ll do our best to arrange multiple hosts or a custom setup for your group.

What should I do if I haven't received a response after submitting the questionnaire?

First, try clearing your browser cache or opening the link in a different browser/device. Still stuck? Use the live chat on our website (you’ll always speak to a real person, never a bot) or email us at info@cityunscripted.com and we’ll happily take your answers manually.

How much does it cost to add extra guests to my booking?

Prices vary depending on the experience and the booking channel. To check, adjust the group size on the experience page where you booked. Or simply email us at info@cityunscripted.com and we’ll confirm the cost and update your booking for you.

Do you offer pickup from train stations?

Yes! We can arrange pickup at most central train stations (within 5 km / 3.1 miles of the city center). Just share your arrival time and station details, and we’ll confirm everything for you.

What is your refund policy for cancellations due to illness?

Our standard policy applies (full refund for cancellations made 24+ hours in advance). If you become unwell within 24 hours of your experience, contact us directly. We may ask for a medical note to review your case, and we’ll always do our best to find a fair solution while balancing the needs of our hosts.

Can you recommend other places to visit in the area?

Absolutely! Your host will have plenty of personal recommendations—local favorites, hidden gems, and unique spots that aren’t in the guidebooks. Just let them know your interests and they’ll tailor suggestions just for you.

Are your tours wheelchair-accessible?

Yes, most of our experiences can be adapted for wheelchair users, depending on the city and specific locations. Let us know your mobility needs when booking, and we’ll confirm what’s possible with your host.

Can you recommend hotels near the experience location?

We have many articles in the our Travel Magazine where you may find good local tips and inspiration. Your host might also have some specific recommendations to share based on the area.

Do you provide a pre-experience questionnaire?

Yes! Once you’ve booked, we’ll send you the link to the experience personalization form (a short questionnaire). This will give us an idea of what will make the experience great for you and your party. Learning about your interests, preferences, and pace willl help our Experience Planners to match you with the perfect host, and will help your host to create a unique, personalized experience for you.

Can I reschedule my tour to a different date and keep the same host and time?

Yes! You can discuss this directly with your host or get in touch with us and we’ll check with your host to confirm their availability. Once this is confirmed we will make the necessary amendments to your booking and send a new confirmation so you have all the details at hand.

Can I change my assigned host?

Yes—if you’d prefer a different host, just let us know at info@cityunscripted.com 24 hours in advance. We’ll do our best to find someone who’s a better fit for you. Please note that while we’ll always try to accommodate your request, a last-minute change may depend on host availability.

How can I arrange transportation to and from the experience?

Most of our guests use public transport or a taxi to reach the meeting point, and your host will be happy to guide you if needed. You can also request to be met at your accommodation, as long as your hotel is centrally located.

Do you need any additional information or documents from me before the experience?

Aside from your contact details and completed questionnaire, we don’t need anything else! But if there’s anything you think we should know to make your day smoother, feel free to share it.

What is the best way to get to the meeting point from a cruise port?

Once your host is assigned, they’ll suggest the most convenient route based on your location. Whether you're walking, taking public transport, or a taxi—they’ll help you get there easily.

Is the experience accessible for guests with limited mobility or who cannot walk long distances?

Yes—all experiences can be adapted for guests with limited mobility. Your host will tailor the day to your pace and preferences—just let us know in your questionnaire (experience personalization form) so we can adapt it for you.

How do I access my tickets after booking?

You don't need a printed ticket, all you need is your booking reference or full name of the lead traveler (booking guest). We will be able to retrieve all the details for your booking with either of these.

How can I get the review link resent?

Can I apply a voucher to an existing booking?

Voucher codes can only be applied at the time of booking. If you forgot to use one, just get in touch at info@cityunscripted.com and we’ll see what we can do to help.

Can you contact me via WhatsApp?

Yes—message us anytime at +44 7518 525212 for quick questions or last-minute changes. Please note: this number is for messages only. For a call, dial +1 (844) 909-2626.

Can I request the same host for multiple days?

Absolutely! Our wonderful customer service team can help arranging this, just reach out to us via live chat, email at info@cityunscripted.com, or call +1 844‑909‑2626. We’ll gladly assist to make sure you’re matched with your favourite host again.

Is this experience private or will I be with a group?

All our experiences are completely private—just you, your group, and your local host. It’s a personal, one-on-one experience, never a group tour.

Do you offer hotel drop-off after the experience?

You can discuss the end of tour, drop off point with your host. The host will make it easy and comfortable for you, and accompany you back to your accommodation or to the most convenient place for you to end the experience.

How can I get my host's name and phone number?

Once your host is confirmed, you’ll receive an email titled “[City] awaits: [Host Name] confirmed as your host!”. This will include your host’s name along with their email and WhatsApp contact details. You can also see all the details about your host on MyCU portal (top right corner, next to the suitcase icon), open your booking to see all the details about your host. If you’ve booked through one of our partners, call us at +1 (844) 909-2626 or email info@cityunscripted.com at least 24 hours before your experience starts.

If a pickup isn’t available at my location, where should I meet the host?

If your accommodation is outside the city centre, we’ll set a convenient meeting point so you can make the most of your time with your host. They’ll also guide you on the easiest way to get there—whether by taxi, metro, or on foot.

Can you suggest a convenient meeting point near my accommodation?

Yes, of course! Just share where you’re staying, and we’ll suggest a nearby, easy-to-reach meeting spot. Your host will also confirm the location and give you guidance on how to get there.

Can you recommend additional venues to include in my tour?

Absolutely! Your host will be happy to suggest extra stops, hidden gems, or local favorites to add to your day. Just share your ideas in the experience personalization form (pre-experience questionnaire) or with your host directly, and they’ll tailor the plan to include them, considering the duration.

Do you offer pick-up and drop-off at cruise ports?

Yes! We offer specially designed cruise stopover experiences on our website that include pick-up and drop-off at the port. If you’d prefer to book a regular half-day or full-day experience, just reach out to us—we’ll be happy to check availability and confirm if there are any additional costs. In most cases, if the port is within 5 km (3.1 miles) of the city center, your host can meet you there and ensure you’re back in time for departure.

How can I request a callback from your team?

The quickest way is live chat. If you prefer a call, dial our toll-free number +1 (844) 909-2626 and select option 2, or email us at info@cityunscripted.com and we’ll arrange a callback.

Can I book a private tour for a small group?

Yes—you can! All our experiences are private by design, whether it’s just you exploring solo or a small group of up to 8 people. It’s your day, your way.

Can the tour start time be adjusted if we’re delayed?

Yes! If you’re running late, contact your host as soon as possible—they can usually accommodate minor delays of up to 30 minutes. For longer delays, please also reach out to our team via live chat, email at info@cityunscripted.com, or call +1 844‑909‑2626 so we can coordinate with your host.

Please note that the experience duration is calculated from the original meeting time, so a late start may slightly shorten your experience. Your host and our team will do everything possible to make sure you still enjoy a full and personalised day.

How do I update my contact phone number?

You can update this directly in MyCU. If you run into any trouble, email info@cityunscripted.com and we’ll update it for you.

Do you have recommendations for nearby attractions to visit before or after the experience?

Absolutely! Your host will happily point you to nearby hidden gems—whether that’s a cozy café, a local market, or a scenic spot—to make the most of your time before or after the experience.

Will we be able to try local foods on the tour?

Absolutely! Your day is shaped entirely around what excites you. Even if you haven’t booked a food-focused experience, you can still stop to try local dishes along the way—just keep in mind that any food tastings would be paid for separately on the day. Be sure to mention your food preferences in the experience personalization form (questionnaire)!

Why hasn't my host responded to my messages?

Hosts sometimes have busy schedules, but don’t worry—they’ll always reply before your experience date. If you’re waiting, use live chat or email info@cityunscripted.com and we’ll follow up immediately.

How can I share my itinerary with my host before the experience?

After booking, you’ll receive a confirmation email that includes the link to the experience personalization form (questionnaire). With this form you can share your preferences and ideas. Your host will use your answers to fine-tune the itinerary, making sure it’s tailored to you and feels truly personal.

How long does it take to receive a response from my host?

Hosts usually respond quickly, though timing depends on their schedule. Don’t worry—they’ll always be in touch before your experience. If you haven’t heard from them, just let us know and we’ll make sure they connect with you.

What should I do if I’m at a different meeting point than my host?

Ouch! Sorry to hear that. Try to resolve this pickle directly with your host—they’ll usually make their way to meet you. If you’re unable to agree on a new meeting point or you are unable to wait for your host to reach you, please call us at +1 844-909-2626 and we’ll assist you right away.

Which cities do you operate in?

We currently offer experiences in 100+ cities worldwide—from Tokyo and Paris to Cape Town and New York—with our list of cities getting longer every year! You can see the full list on our website, or just let us know if you’re looking for something specific and we’ll be happy to help.

How can I find my booking reference number?

You’ll find your booking reference in your confirmation email. You can also log into the MyCU portal (top right corner, next to the suitcase icon), open your booking, and check it there.

If you booked through another platform, reference numbers might look a little different. If you’re ever unsure, just share what you see with us—we’ll help locate your booking right away.

When will my tour host be assigned?

We usually confirm your host within 48 hours of booking. For trips booked well in advance (e.g., a couple of months ahead), we may take a little longer to ensure the best match for you. For last-minute bookings, your host will be assigned much quicker so everything is ready in time for your experience.

When should I expect to hear from my host?

Our hosts are usually proactive and will reach out within 48 hours of being assigned. If you booked last minute, you can expect to hear from your host very quickly. For bookings made well in advance, your host may get in touch a little closer to your experience date — but don’t worry, they haven’t forgotten you and will reach out as soon as they can.

What should I do if I haven’t received my refund?

Refunds typically appear in your account within 7–10 business days. If it’s been longer, contact us at info@cityunscripted.com and we’ll look into it right away.

Do you accommodate large groups?

Our standard group size is max 8 guests per host. For larger groups, we may divide participants into smaller groups with multiple hosts, depending on city regulations. Contact us to confirm options.

What should I do if my requested time is unavailable on a third-party site (like Viator)?

If the time you want isn’t showing as available on a third-party site, feel free to contact us directly and we will do our best to accommodate your preferred time.

Can my host recommend additional activities during the experience?

Yes! Your host can definitely recommend additional activities during your experience to make it even more special and tailored to your interests. Feel free to ask them anytime! Would you like to rebook an additional experience with your host? Ask them to share their personal promo code and you'll both get a reward!

Can my host help me learn the basics of using public transportation?

Definitely! Your host will be happy to guide you through the local public transport system, from buying tickets to understanding routes. You'll get to learn to enjoy the city as the locals do, and understanding the public transport system is a great start!

What is your cancellation policy for medical emergencies?

Our standard cancellation policy applies, but if you’re unwell within 24 hours of your experience, contact us directly. We may request a medical note and will do our best to find a fair solution while considering our hosts.

Are there opportunities to shop for local crafts or traditional items during the experience?

Absolutely! All our experiences are fully customized based on the activities you’re most interested in, and shopping for local crafts or traditional items can definitely be included. Just let your host know by first filling out our short questionnaire. From there, you can discuss and finalize your preferred itinerary directly with them. We’re here to help you make the most of your experience!

Can I book a tour on short notice?

Yes, you can book on short notice! Our website accepts bookings up to 24 hours before your experience. If it’s any closer than that, just reach out to us—we’ll do everything we can to accommodate you.

Will we go inside attractions or only view them from the outside?

You can absolutely go inside attractions, though it depends on the destination and local regulations. Some sites require licensed guides for entry, so we recommend visiting the interiors of major attractions separately. Our hosts are experts at bringing the city itself to life, and spending hours inside an attraction would limit their ability to show you the hidden gems and local stories around it. If you do choose to go inside, your host will accompany you more like a friend rather than a guide, and please note that if the attractions are ticketed, tickets for both you and your host would need to be covered by you on the day.

How do I rebook a canceled tour?

Can you create a personalized itinerary based on my interests?

Absolutely! Every experience is personalized around your interests. After booking, you’ll receive a confirmation email that includes the link to the experience personalization form (questionnaire). With this form you can share your preferences and ideas. Your host will use your answers to fine-tune the itinerary, making sure it’s tailored to you and feels truly personal.

What are your contact details?

We’re available 24/7:

Live chat (fastest, real people—never bots!) via our website
Email: info@cityunscripted.com
WhatsApp: +44 7518 525212 (messages only)
US toll-free phone: +1 (844) 909-2626
UK phone: +44 (0)1234 230 093

Is the experience mostly outdoors?

Yes, most of our experiences are outdoors, as they’re designed to explore the city’s streets, neighborhoods, and hidden gems. That said, your host can always adapt the day to include indoor spots like cafés, markets, or galleries if you’d prefer a mix—or if the weather calls for it!

Do you offer private food tours?

Yes, we do! All our food experiences are private and tailored to your tastes—whether that’s sampling street food, dining at family-run restaurants, or exploring local markets.

Can I request a tour by car?

We don’t offer car-based tours, as our experiences are designed to immerse you in the city on foot and by public transport—just like a local. If you’d prefer to minimize walking, your host can help arrange taxis for longer distances so the day stays comfortable and flexible.

What is the meeting point for guests arriving by cruise ship?

For our Cruise Stopover experiences, your host will meet you directly at the port or cruise terminal for a smooth start. If your ship docks outside the city, your host will recommend the nearest convenient meeting point. Just share your ship and arrival details when booking so we can coordinate everything seamlessly.

What should I do if my form submission isn't going through?

If you’re having trouble submitting your questionnaire form, try clearing your browser cache or opening it in a different browser. If that doesn’t work, using another device usually solves the issue. Still stuck? Just email us at info@cityunscripted.com, and we’ll be happy to take your responses manually and add to your booking.

Can you review and provide input on the itinerary before the experience?

Our team is happy to share general advice and suggestions, but your local host is the best person to discuss and confirm the details. They’ll tailor the itinerary to your interests and make sure everything runs smoothly on the day.

What should I do if my questionnaire auto-submits before I finish it?

If your questionnaire submits before you’re done, don’t worry — just reach out to us at support@cityunscripted.com. We can update your responses manually, and your host will still receive all the information needed to personalize your experience.

How do I choose or update my meeting point in the Viator app?

Open your booking on Viator, navigate to "How to get there" on the left-hand menu, click "Edit pickup point", search for your centrally located hotel, or select the central landmark, and then "Update".

Can I choose a language other than English or the local language?

Am I eligible for a refund in case of force majeure?

Yes. If a severe force majeure event (e.g. natural disaster, war, pandemic lockdowns) prevents your experience from happening, you’ll automatically be refunded in full.

For localised issues (e.g. extreme weather or political restrictions), refunds are handled individually and may require supporting proof. Please note personal travel issues (like flight delays or missed connections) aren’t considered force majeure, though health-related cases are reviewed separately.

I booked a City Unscripted experience through an Online Travel Agent - who do I speak to to arrange my booking?

If you booked through a partner (like Viator, GetYourGuide, or Expedia), you’ll see details in your booking confirmation. Still need help? Our team is available 24/7 via live chat, email (info@cityunscripted.com), or phone +1 (844) 909-2626.

I have a media enquiry, who can I contact?

Please email info@cityunscripted.com and we’ll connect you with the right person—we’d love to hear from you.

I am a travel agent, who can I contact? Do you offer commission to travel agents?

Yes—we work with travel agents on a 10% commission basis (higher rates for volume). You’ll get a dedicated Account Manager and we’ll match each booking with the best host. Contact us at info@cityunscripted.com to get started.

The city I am visiting is not on your list, can you host me there?

We’re always expanding! Email us at info@cityunscripted.com with your destination and dates—we’ll check if we can arrange something special for you.

How will my experience be private? What does private mean? Can I join a group?

All City Unscripted experiences are private—it’s just your group and your host. We don’t run group tours with strangers; we want you to feel like you’re exploring the city with a local friend.

What is the difference between a City Unscripted experience and a tour?

A City Unscripted experience isn’t a traditional “tour” at all—it’s a private, personalised adventure designed entirely around you. Instead of following a fixed route or timetable, your host builds a plan based on your interests, pace, and style of travel.

Our hosts are passionate locals who love their cities and want to share them the way they live them—whether that’s a hidden café they just discovered, a quiet neighbourhood walk, or the must-see landmarks seen from a fresh perspective. They’re not reading from a script or hurrying you from stop to stop; they’re more like a friend showing you around, with time for conversations, spontaneous detours, and the little details that make a city come alive.

While group tours often mean large crowds and one-size-fits-all commentary, a City Unscripted experience is always private—just you and your host. That means you can ask as many questions as you like, linger at places you love, skip the ones you don’t, and really get under the skin of the city.

In short: it’s not about ticking boxes, it’s about connecting with someone who knows and loves their city—and discovering it through their eyes.

Can we book the same experience again?

You are always more than welcome to book the same experience again! Each experience is personalized and tailored to your preferences, whether it's a new experience for your next booking or that same experience with a different party, new curiosities and preferences, or a different host for a whole new perspective on the city!

Can you provide a specific experience on a specific date?

Of course! Our experience pages on our website do include date selections, but if you don't find exaclty what you're after, get in touch with our wonderful customer service team. We'll do all we can to accommodate your request.

What pricing can you offer us?

You can see the prices for each experience on our website, reflected in your local currency. Sign up to our newsletter for special offers and seasonal discounts!

Can I request a specific experience that’s not listed on your website, and when would it take place?

Yes — if you have something in mind that isn’t listed, get in touch with our wonderful customer service team and share your ideas along with your preferred date and time. Our team will check availability and coordinate with our local hosts to create a tailor-made experience for you.

Is the sight we want to visit open all the time or just at services/events?

We’ll always do our best to help you see the places that matter most during your trip. For specific sights with limited opening times or access during services/events, your host is the best person to confirm details.

Please note that entry tickets are not included in our experiences, so if you’re planning to visit attractions, let us know in advance — we’ll guide you on the best way to arrange tickets.

Do you offer a combination experience?

Yes — we can often combine themes or neighborhoods into one experience to match your interests. Simply let us know what you’d like to include when booking, and we’ll work with your host to create a personalized itinerary that brings it all together.

Can I change my host?

Yes, you can request a change of host. Get in touch with our customer sevice team via live chat, email at info@cityunscripted.com, or give us a call if you prefer. We’ll do our best to reassign you to another local host who’s available and a good match for your interests.

How do I apply my discount code?

You can apply a discount code on the checkout page by simply adding it and clicking on "Apply".

What currency can I pay in?

You can pay in five different currencies: USD ($), GBP (£), EUR (€), CAD (C$), and AUD (A$). Simply select your preferred currency in the footer of our website to browse and pay in that option.

What is included in the experience? Can I include food tastings/lunch in my booking?

Each experience has a “What’s included” and “What’s not included” section on the booking page. If you’d like to add something that isn’t listed—such as lunch, drinks, or tastings—just let us know at info@cityunscripted.com and we’ll be happy to help arrange it.

It won’t let me book for 8+? How can I do this?

Our experiences are designed for small groups of up to 8 people, so everyone gets the most from their host. That said, we can occasionally cater for larger groups before.

If you’d like to arrange this, please email us at info@cityunscripted.com with your group details (number of guests, interests, and preferred experience), and we’ll come back quickly with tailored suggestions and quotes.

I am unable to book for today, do you accept on-the-day bookings?

Our system only accepts bookings made at least 24 hours in advance. However, depending on host availability, we may be able to arrange a last-minute booking. Call us at 1-844-909-2626 (toll-free) or send us a message on WhatsApp at +44 7518 525212, and we’ll do our best to organize this for you.

I booked for the wrong date- what should I do?

If you booked directly with us and it’s more than 24 hours before your experience starts, the easiest way is to log into the MyCU portal (top right corner, next to the suitcase icon), open your booking, and click the edit icon to update the time or date.

Booked through Viator?
Open your booking on Viator, navigate to "How to get there" on the left-hand menu, click "Select pickup point", search for your centrally located hotel, or select the central landmark, and then "Update".

If you need any help our team is here to help. You can email us at info@cityunscripted.com, call us at 1-844-909-2626 (toll-free), or chat to a real person (never an AI bot!) on the live chat on our website.

Can I book for someone else?

Yes, you can! When booking for someone else, be sure to include their details—like name and contact information—so we can match them with the right host and send confirmations directly. Experiences also make wonderful gifts, perfect for surprising someone special!

I am trying to book and it is not working- who do I contact?

Oh, dear. Sorry to hear that! Our team is here to help. You can email us at info@cityunscripted.com, call us at 1-844-909-2626 (toll-free), or chat to a real person (never an AI bot!) on the live chat on our website.

I can’t find the experience I am looking for- can I make a request for a new experience based on my requirement?

We can't make it at the time we originally booked, can we make any changes to our booking?

Yes, you can make changes to your booking before your experience date! If you booked directly with City Unscripted, just reach out to us at info@cityunscripted.com, via live chat on our website, or call our toll-free number +1 844-909-2626—we’ll do everything we can to accommodate your request.

If you booked through one of our partners (like Viator, GetYourGuide, Klook, etc.), please contact them directly first to make any adjustments. Once the changes are confirmed, we’ll take care of the rest on our side.

Can I edit my experience pesonalization form (questionnaire) after I submit it?

Once your questionnaire has been submitted, it can’t be edited directly. But no worries—if you’d like to update your preferences or add anything new, just email us at info@cityunscripted.com or call our toll-free number +1 844-909-2626 with your booking reference, and we’ll update it for you.

Could we build on what's described on the experience page or on any other beautiful sites our host may have in mind?

Absolutely! The experience page is just the beginning — your day is fully customisable. You can build on what’s described, or let your host suggest places that they think you'll love. Together, you’ll shape an itinerary that feels truly personal and unique to you.

We have a specific itinerary/sight in mind that we want to see. Is this something you can help with?

Of course! Every experience is personalized, so we’ll make sure your must-see sights are included. Once your booking is confirmed you'll receive the link to the experience personalization form (a short questionnaire) where you can share your wishlist. Once you're allocated a host, they’ll reach out to start planning with you—that’s the perfect time to get more specific about the itinerary or places of interest so everything is covered.

Is completing the questionnaire mandatory?

Completing the questionnaire isn’t mandatory, but it is highly recommended. It helps us match you with the best host and design an itinerary that truly reflects your interests. Without it, you’ll still enjoy a fantastic experience, but it may not be quite as personalized to your tastes.

Can we start late (e.g. at 10pm)?

If you’ve booked a nighttime experience, a late start (like 10pm) is possible. For other experiences, please email us at info@cityunscripted.com — a later start may be possible, though in some cases there could be limitations.

What happens once I book?

After you make your booking, you’ll be directed to complete a short questionnaire where you can share your preferences — from your ideal meeting time and place to the sights, themes, and activities you’d like to experience. This helps us match you with the best-suited local host. Once your host is assigned, they’ll review your responses and get in touch to introduce themselves, confirm details, and start shaping your personalized itinerary.

Can I take my luggage with me or do you offer secure luggage storage?

You’re welcome to bring your luggage on a short experience, though we recommend starting after you’ve checked into your accommodation so you can leave it there and explore more comfortably. If that’s not possible, your host can suggest convenient luggage storage options nearby to keep your belongings safe while you enjoy the city.

Can I book an additional experience with the host?

Do I need to tip my host? How much should we tip?

Tipping is never expected but always appreciated. It’s entirely at your discretion — if you feel your host made your experience extra special, you’re welcome to offer a gratuity in any amount you feel comfortable with. You can tip with cash directly to the host or online with the host's personal QR code. You can get the QR code from the host or you can get in touch with our customer service team, at your discretion.

Will we have to pay for the host’s food/transportation?

If additional transportation is required to cover the sights you’ve requested, those costs (for both you and your host) would need to be covered by you on the day. As for meals, paying for your host’s food is entirely optional and never expected — it’s completely up to you.

Can I pay for extra time on the day?

Yes! If you decide to extend your time with your host during the experience, simply ask for their availability and continue with the extended tour. The hosts cannot take payment directly, so after the experience, at your convenience, please reach out to our wonderful customer service team at info@cityunscripted.com to settle the payment - we’ll send you a secure booking link to pay for the additional hours.

What happens if I am not enjoying my experience?

Please, be honest and open! The beauty of our experiences is that your host will be flexible to change on the day and in the moment. The host might be able to change route and adapt the itinerary, so you'll make the most our of the rest of your time. If things really are not working out you can interrupt the experience at ant time and get in touch with us right away via the live chat on our website, via email at info@cityundcripted.com, call us at +1 (844) 909-2626, or send us a WhatsApp message at +44 7518 525212. We’ll step in immediately to assist and make things right.

Will there be a car, bus or private transportation?

Unless explicitly stated on the experience page, there will not be a car provided as we specialize in walking experiences. We feel that it’s the best way to see and discover a city.

Your host will design a route to go at your own pace. You can include as many stops as necessary (for both a rest and to try the local cuisine!) and many of our guests also choose to hop into taxis or use public transportation along the way when walking distances are longer.

My hotel/accommodation is outside of the city centre- how will I know where to meet the host?

If your accommodation is outside the city centre, your host will suggest a convenient central meeting point that’s easy to reach. Once your booking is confirmed, you’ll receive clear details so you’ll know exactly where to meet and start your experience.

I want to book a food experience - can you cater to allergies?

Yes! Because our food experiences are private and fully personalized, your host will tailor the places you visit and the foods you try to match your preferences, dietary needs, and interests.

To make sure your whole group can enjoy the experience safely, please share any allergies or dietary requirements in advance when completing your experience personalization form (questionnaire). Your host will then select establishments that can provide suitable options.

Do you organise Port pick-up (Shore Excursions) or airport pick-up?

Yes — we offer both! For cruise travelers, we have Cruise Stopover experiences where your host meets you directly at the port or cruise terminal. For layovers, our Escape the Airport experiences let you make the most of your time between flights, with your host meeting you at the airport.

Check our website to see if these options are available in the city you’re visiting, or get in touch with us directly if you have any questions.

How do Gift Vouchers work?

Any experience on our website can be purchased as a gift. Simply go to the experience page and select “Buy as a gift.”

You can purchase with or without specifying a date or start time. You can also include the recipient’s name, email address, and a personal message if you like. Both you and the recipient will receive a confirmation email. If you don’t provide recipient details, the gift certificate will be sent to you, so you can forward it personally. Recipients have 18 months to redeem their voucher.

Do I need to select an experience date for a gift purchase or can the recipient choose it later?

You can leave the date choice to your recipient. On the booking form, select “Buy this experience as a gift” and choose “I’ll decide later” in the date section. Both you and your recipient will receive confirmation emails. If you didn’t provide recipient details, the voucher will be sent to you so you can forward it directly.

Can I change the experience I was given as a gift voucher?

Yes! You can switch to a different experience of equal value. If the new experience costs more, you’ll need to pay the difference.

Can I exchange my voucher?

Absolutely. We can exchange your voucher for a different experience of equal value. You cannot exchange yuor voucher for cash.

My voucher has expired, can it be extended?

Unfortunately, vouchers cannot be extended. We’ll do our best to remind you before your voucher expires so you don’t miss out.

Do I need to take the experience before the expiry date, or just book?

You only need to book your experience before the voucher expires. You can then schedule the experience for any future date that works for you.

When does my gift voucher expire?

Gift vouchers are valid for 18 months from the purchase date. The expiry date will be in your confirmation email. If you cannot use your voucher within this time and would like to donate it to a friend instead, contact us at info@cityunscripted.com and we’ll do our best to accommodate you.

How do I redeem my gift voucher?

To give your host enough time to plan, redeem your voucher at least 7 days before your desired experience date. You can redeem via:

Live chat on the website Cityunscripted.com
Email: info@cityunscripted.com
Phone: +1-844-909-2626 (toll-free)
WhatsApp: +44 (0)7518 525 212

Do you sell gift vouchers?

Yes! Simply go to the experience you want to give and tick “Buy as a gift” in the booking module. You can also add a personalized message on the payment page.

What is your cancellation/refund procedure?

Direct bookings (CU references starting with “CU”): Cancel at least 24 hours before your experience to receive a full refund. Contact us directly if you need help.
Bookings through partners (Viator, GetYourGuide, Expedia, Airbnb, etc.): Please refer to their own cancellation policies and contact their customer service teams.

What happens if I have a bad experience with a host?

We’re committed to making things right. If something wasn’t up to standard, please contact us before leaving a review so we can address it quickly. Your feedback helps us improve and ensures every guest has a positive experience.

Can I pay in cash on the day/over the phone?

No—for security reasons, all payments must be made through our website or official booking partners. If you need help completing a booking, call us toll-free at +1 (844) 909-2626 and we’ll guide you through the process.

Do all of your host speak English? Can I book an experience with a host who speaks my language?

How do you source your hosts?

We take great care in selecting and onboarding our hosts. In every city, we actively seek out the most passionate local guides and hosts because the quality of their service is key to our success. This is reflected in our consistent 4.95/5 average rating across all hosts and cities.

Each host is assessed on their passion for the city, their deep knowledge of its history and culture, and their ability to share insights in excellent English (native or fluent). Just as importantly, they must be warm, personable, and great listeners.

We believe a City Unscripted experience isn’t a lecture—it’s a conversation between curious, interesting people. That’s why our hosts aren’t just knowledgeable locals, but also friendly companions who love sharing their city in a way that feels personal and engaging.

What is a host?

We refer to them as ‘hosts’ not ‘guides’. They are not text-books but living, breathing advocates who spend their free time looking for that cool new restaurant, mapping a new walk and meeting new people. Our hosts are curious. They might have lived somewhere for their whole life, they might have lived somewhere for a few years but what they have in common is the want to explore. They have a passion for their city, using their spare time to find the bit of the city that - to the uncurious – remain hidden.

Are the hosts all licensed guides?

We follow local regulations and the guidance of tourism boards in every city. In some destinations, we work exclusively with licensed guides. In others, we have a mix of licensed guides and knowledgeable local hosts. And in some cities, tour guiding isn’t regulated at all.

So, the short answer is: it depends on the city! If you’d like to know more about a specific destination, just get in touch—we’ll be happy to provide the details.

How can you ensure my safety? Can we trust the hosts?

Your safety is our top priority. All of our hosts go through a thorough recruitment and vetting process before joining the City Unscripted family. We make sure they are trustworthy, reliable, and experienced in hosting guests safely.

When assigning a host, we also take your preferences and needs into account, so you can enjoy your experience with confidence, knowing you’re in safe hands.

I have received too many emails from you? How do I unsubscribe from your mailbox?

Every email we send includes an unsubscribe link at the bottom — just click it to stop receiving updates. If you have any trouble, simply reply to the email and ask to be removed from our mailing list. Don’t worry, if you have a booking coming up, you’ll still receive the essential emails from our experience planning team.

Your FAQs

I am not being assigned to any booking, but I am fully available. Why?

Our algorithm processes the guest's questionnaire responses and the host's rating, aiming for a balanced booking distribution among hosts.

*To increase your chances of being assigned to our bookings:

1. Keep a high host rating by:
- Maintaining a high total average rating (4.8 or above)
- Frequently update your calendar availability on the My CU workspace.
- Ensure your profile photo and bio align with our guidelines.
- Keeping a low rate of un-assignment requests
- Maintaining consistent and timely communication with your guests before the scheduled experience (ensuring you reach out within 24 hours after the booking has been assigned to you)
- Regularly submitting the post-experience feedback form

2. Activate the Instant Confirmation feature on your profile

What is the "Instant Confirmation" feature, and does this help me get more bookings?

You can read specific FAQs regarding the Instant Confirmation feature here. The 'Instant Confirmation' feature allows our team to assign you directly without needing a request. By enabling this feature and maintaining an updated calendar, you can increase your chances of receiving more bookings. To switch this feature ON, log in to My CU > “Availability” section > Scroll down to “My availability and assignment settings”> Tick the box of Instant Confirmation
> Click “SAVE CHANGES”.

How can I determine if I've been assigned to a specific experience, and when will I receive this information?

You will be notified via a confirmation email once the assignment has been made. This email will confirm that the booking has been assigned to you. You 'll also find your booking confirmation on My CU workspace under "Bookings" > Upcoming. If the experience has not been assigned to you, you will receive an email informing you that the assignment has not been made in your favour.

What should the host and guest do if they agree to start their City Unscripted experience at a different time than initially planned?

If the guest requests a time change and you can accommodate it, that is great. Just let us know. You should immediately notify City Unscripted of this change by email to bookings@cityunscripted.com.

Is it possible to download My CU workspace on my phone?

Yes. My CU workspace is a web progressive app, 100% mobile friendly.

*To add in your iOS or Android phone.
- Launch Chrome for Android/Safari for iOS and open the link www.cityunscripted.com/workspace.
- Tap the menu button and tap “Add to the home screen so that it’s easily accessible.”

Apple: (Photos attached)
Andrioid: (Photos attached)

When and how do I contact the guest?

Please contact your guest within 24 hours after the booking has been assigned to you. Also, include bookings@cityunscripted.com in'cc:' so we can assist whenever needed.

What if the experience is scheduled for a distant future date?

Please ensure to contact the guest within a day of receiving their details. This proactive approach will play a crucial role in minimizing the possibility of cancellations and safeguarding the continuity of the experience for you.

I didn't receive the guest's contact details. What should I do?

We always try to provide you with guests' email or at least a phone number. If you can't see any of these on your booking confirmation email, contact us at bookings@cityunscripted.com immediately.

The guest doesn't reply to my emails or messages. What should I do?

If you cannot contact the guest via email or phone, double-check and confirm the meeting point with our team and be there at the appointed time. Then, provide your guests with a prepared standard experience that includes some highlights and hidden gems but has a little extra flexibility so you can include options the guest might want to do on the day.

I cannot find the guests at the meeting point. What should I do?

Wait 30 minutes for the guest. You may ask the hotel staff or reception for help if your meeting point is their accommodation. If they don't show up, you will need to contact bookings@cityunscripted.com immediately and attach a selfie showing the meeting point location. You can leave once you have contacted City Unscripted, and you will be paid entirely for the experience in case of a verified guest no-show.

The guest decided to change the experience date. What should I do?

Inform us immediately at bookings@cityunscripted.com. If the guest requests a date change and you accommodate it, that is great. Just let us know.

If I am no longer available for this experience. What should I do?

Let the team know at bookings@cityunscripted.com as soon as possible, along with the reason for this, adding "URGENT + booking number" in your subject email line. Take a moment to consider this before proceeding with cancellation.

Not showing up to an experience or pulling out after accepting a booking can lower your host rating, reducing the number of future bookings you're offered and risking our partnership.

I'm unable to do tomorrow's experience. Can I ask my friend or anyone to do it for me?

Never; if you do so, it will immediately terminate your collaboration with City Unscripted.

The guest's email address is from a 3rd-party booking company (e.g.,rhrfY6@expmessaging.xxxxx.com). How will I contact them?

Online travel agents do not always provide us with the guest's direct email address. You can try emailing the provided address, but it' s unlikely that you will receive a response from the guests.
- We recommend trying to reach them on WhatsApp.
- If you cannot contact them through WhatsApp, please don't hesitate to contact our team at bookings@cityunscripted.com for further assistance. We are here to help you effectively communicate with your guests.

I have an experience tomorrow, but the weather has rapidly changed. Local authorities have issued a severe storm alert. What should I do?

Safety always comes first. If you cannot deliver the experience due to force majeure or natural disasters, we will cancel the experience and refund the guest. However, you won't be compensated for this particular experience.

What should I do if guests expect a private vehicle pickup?

Our experiences are exclusively walking experiences, and our policy strictly limits transportation options to public transport or licensed private drivers, with the guest responsible for covering the expenses separately.

What is the cancellation policy for hosts?

The cancellation policy for hosts is as follows: If a guest cancels an experience less than 24 hours before the start time (based on the time zone where the experience is taking place), the host will receive the full fee. If the cancellation occurs less than 48 hours but more than 24 hours before the experience, the host will receive 50% of their fee. However, if a booking is both assigned and cancelled within 30 minutes, and the experience is scheduled more than 12 hours away, the host will not be eligible for any payment.

What should hosts do if bad weather affects a scheduled experience?

Follow your own government advisories suspending or discouraging outdoor activities due to bad weather or forecasts and notify us immediately. If no advisory exists but you anticipate weather impacting the experience, you may use your judgment to cancel or modify the experience, also ensuring prompt notification to the team with proof. Please note that such situations fall under force majeure conditions, and no payment will be provided, as safety is our top priority.

Will the entrance tickets to attractions, transportation during the experience, and other expenses be included in my hosting fees?

No, they are not included in standard experiences. However, your costs will be covered if you are hosting an experience with a specific budget, such as a food experience, day trip which includes additional public transportation, or layover.

I don't know what is included in my hosting fees.

Your hosting fees include your time with your guests and transportation during the experiences with no budget. If you host an experience with a budget, you will receive the money beforehand in your account to cover extra expenses for yourself and your guests.

The guest wants to go to a very expensive restaurant during a standard experience; it's out of my price range. What should I do?

It all depends on your guests. You are not obliged to have lunch with them in the same spot. You may apologize to them and politely explain that you will meet them outside; however, they will usually invite you to have a good meal together.

Am I going to get paid if the guest does not show up?

Absolutely, we will pay your total hosting fees. However, we will need proof of a selfie, pictures, or transportation that you have at least reached the meeting point and waited for your guests for 30 minutes.

I am already at the meeting point, but the guests want to change the experience for tomorrow. What should I do?

If the guest wants to change the experience for tomorrow, you can try to accommodate them if you are available and flexible. Otherwise, the guest must make a new booking for the next day. However, you will only be paid for one experience.

I am still waiting to receive the experience budget for tomorrow. What should I do?

Please get in touch with us immediately at bookings@cityunscripted.com; the team will transfer the budget directly.

I still need to receive the payment for this month. What should I do?

Please double-check your bank statement or Wise account. Then contact us at payments@cityunscripted.com; we will review your bank information and fix any missing information.

The experience didn't take place, but the experience budget was transferred to me. How can I transfer the budget back to City Unscripted?

Don't worry; the experience budget will be deducted from your monthly payment, and there is no need to return the amount.

Can I use PayPal to receive my monthly payment?

Unfortunately, we do not use PayPal because of its high commissions and fees. We encourage you to use Wise, our payments partner. Using Wise to transfer funds directly into your bank account is a convenient and secure way to receive payments.

When will City Unscripted transfer the experience budget?

Typically, the experience budget is sent to you 1-2 days before the scheduled experience date, and you will get a notification by email.

I have an experience with a budget (inclusions), and I bought the tickets for the guest. However, the guest wants to reschedule the experience, and the tickets are non-refundable and non-changeable. Who will be responsible for the cost of the new tickets, and what should I do with the old ones?

In this case, the guest will be responsible for the cost of the new tickets. We advise hosts not to purchase tickets for guests. If guests wish to visit additional sites beyond the standard inclusions, please direct them to the relevant website to make their own purchases. Please note that we cannot reimburse ticket costs, as this represents a financial risk for the company.

How do I submit to CU my bank details?

For the hosts who need to upload their bank details their FIRST TIME, Here's how to do it:
- Go to "My CU personal workspace" using this link > Click on Profile> Bank Details> Fill in account name, account number, and bank routing number > Click "Submit."
- For Hosts located in Japan > please provide us your bank name, account number, your name in Romaji or Katakana (as per bank registration), branch name and code, and account type (usually 普通 Futsuu)
- For active hosts who want to change their existing registered bank account, please let us know at payments@cityunscipted.com.

When will I receive my payment?

The payment for all the experiences you hosted during the current month will be sent to your bank account in the first week of the following month.

I earned XXX USD but received less in my country's currency. What is the exchange rate used in the payments?

The exchange rate will be specified in your monthly pay slip email and the total payment.

The meeting point is too far. What should I do?

If the meeting point is not within a 5km radius of where the experience is taking place, it's your responsibility to let us know as soon as possible. This way, we can coordinate with the guest. If you tell us about this less than 48 hours before the experience, you'll need to directly
communicate with the guest to set up a more centrally located meeting point. If you can't reach the guest, please notify us as soon as possible at bookings@cityunscripted.com.

The number of guests does not match the booking information. What should I do?

If a booked experience has more guests than initially reserved, please get in touch with us at bookings@cityunscripted.com, and we will make the necessary adjustments to the booking. Conversely, if the number of guests is fewer than expected, please confirm this with the guests, and we will promptly process a refund for the difference.

What is the recommended solution if the guest believed the experience included a private car and driver?

City Unscripted experiences are sightseeing walking tours and transportation costs, such as taxis or public transport, are not automatically included. The guest is responsible for covering these costs unless agreed upon or specified in the budget.
*Hosts are not allowed to provide private vehicle transportation for guests.

What should I do in case of an accident if a guest gets hurt or feels sick?

If necessary, please call an ambulance (e.g., 119 in Japan, 112 in the EU, 911 in the USA) or the police, or contact the nearest medical center. Also, call the guest' s hotel for assistance. Please inform us, do not panic, and remain assured.

*City Unscripted has third-party liability insurance that covers guests during experiences globally. This provides protection in the event a guest suffers injury or property damage and City Unscripted is found liable. This policy does not extend to hosts themselves. It is important that hosts have their own liability coverage in place.

I had an experience today where the guest did not show up; instead, they were waiting at a different place. Do I still get paid?

If you can provide a photo that shows you were at the specified meeting point indicated in My CU on the guest brief and there at the agreed time, you'll get paid.

Example: I have a 4-hour experience today. However, my guest is 1 hour late. Q: Do I have to deliver 3 hours or 4 hours of my time?

Please politely explain that the experience duration is 4 hours from the meeting time agreed; you will be able to spend the rest of the remaining time unless the guest wants to add additional time.

I am waiting for my guests, but they don't reply, and no one is here at the meeting point. Should I take a picture as proof I was here?

Please do that; providing evidence will help us determine the appropriate compensation or refund if the guest reports waiting at the specified location.

What should I do if a guest wants to extend the experience, and I'm available?

If a guest wishes to extend the experience, and you're available to accommodate their request, feel free to proceed! After the extension, please inform us about the additional time by emailing bookings@cityunscripted.com. It's important to let our team know about the extension and advise the guest to do the same.

How do food-related experiences (or other experiences with a budget) work?

Before the experience, City Unscripted will provide you with a budget. It is essential to plan the experience, including any food and drink tastings, in accordance with this budget. The budget is designed to encompass all expenses related to food tastings and beverages for you and your guests. Please ensure you attach clear pictures of all receipts to the feedback form you complete after the experience.

I’ve been assigned to a day trip experience. How does it work with transportation tickets?

We will send you the budget a few days before the experience date; you are responsible for purchasing the roundtrip transportation tickets and any other passes or tickets involved in the experience.

How should I handle the situation when a guest expects an entire meal course during my food experience, but I had previously communicated that the experience includes small tastings and two drinks?

Politely explain the food experience and present diverse tasting options for them to explore, allowing them to indulge in various flavors and textures. Additionally, please provide them with a selection of alcoholic and non-alcoholic beverage alternatives to cater to their preferences.

Is there anything specific I should follow up on or take care of after my experience?

Yes, remember to communicate with your guest about the importance of leaving a review and ensure that you complete the Host Feedback form using the unique link sent to you after your experience. Alternatively, you can access it by clicking on the experience on My CU Workspace and clicking on the feedback form.

I have an issue with my host feedback form and can't submit it. What should I do?

Send your booking reference number to hosts@cityunscripted.com, and we will assist you further. Once we receive the reference number, we'll provide you with a link that will allow you to access the feedback form and save your feedback upon completion.

Can I provide the guests with my personal promo code if they want to book another City Unscripted experience in my city or another city?

Sure! By sharing your personal promo code (You can find this on"My CU > Profile" section), guests can enjoy a discount of 10% off their next booking. Additionally, you will earn $50, €50 or £50 for every booking made using your unique promo code.

How much reward do I earn for every 10 points in the bonus scheme?

For every 10 points you collect, you’ll receive £50, $50 USD, €50, or $50 AUD. (Check how to earn here.)

I received a 1-star review on an online travel agency website (Viator, Get Your Guide, etc.) unrelated to the experience. Can City Unscripted remove it?

Unfortunately, we cannot remove a review from a third-party website. We can ask our partner to remove it only if the review is unrelated to our business.

Your FAQs

How do I register as an advisor?

Register once at https://cityunscripted.com/travel-advisors#travel-agent-registration-section select your commission model, currency, and communication preference. You’ll receive a welcome email.

Do I need separate accounts for each advisor?

No. You can create a shared agency account or multiple individual accounts — both work with the same commission model and payout details.

What happens after I register?

You’ll get a welcome email and can begin booking right away.

How do I make a booking?

1. Log in with your advisor account.
2. Choose destination and experience type.
3. Select date, time, and number of guests.
4. Click “Book Now,” complete payment, and receive confirmation instantly.

Can I book multiple experiences at once?

Not yet. Each experience must be booked separately. Multi-booking functionality is planned.

What types of experiences are available?

Private, host-led explorations, neighbourhood immersions, cultural highlights, and food & drink tours — all personalised using the pre-trip questionnaire.

When is a host assigned?

Usually within 1–7 days of booking. For longer-lead bookings, it may take longer, but always well ahead of travel.

How and when does the guest get contacted?

If “agency only” is selected, all communication comes to you. If “contact the guest” is chosen, your client receives emails (with you copied). Once a host is assigned, they reach out within 24–48 hours.

What emails are sent after booking?

* Payment confirmation
* Booking confirmation + questionnaire
* Questionnaire reminder (if needed)
* Host introduction
* Guest brief (1 day before)
* Feedback & review request

Can advisors or clients reply to these emails?

Yes — all replies are monitored by our team and hosts. Advisors are always copied.

What does the MyCU dashboard include?

Overview of bookings, total commissions, ratings, guest details, and editable booking info. Tools for cancellations and (soon) a messaging feature.

How do I change booking details?

Click the pencil icon inside a booking to update date, time, meeting point, or guest phone (24+ hours before). Other changes require “Get in touch.”

How easy is it to cancel a booking?

Very easy — cancel in MyCU. Guests receive a full refund if cancelled 24+ hours before.

What’s the Messages feature in MyCU?

A beta tool for direct communication between hosts and guests. Advisors will see a notification dot for unread messages.

Can I update my profile?

Yes — in “Profile” you can edit agency info, contact details, timezone, and notification preferences.

What commission rates do you offer?

Commissions start at 10%. Advisors choose between net rate or monthly payouts.

How do I switch commission models?

Update your preference anytime in your account settings.

Are hard costs commissionable?

No — tickets, tasting fees, and other hard costs are excluded.

How can I contact City Unscripted?

📧 Email: agents@cityunscripted.com

📞 US: 1-844-909-2626 (toll-free)

📞 UK: +44 (0)1234 230 093

💬 WhatsApp: +44 7518 525212 (text only)

💻 Live Chat: website + dashboard

Do you offer support for groups or custom requests?

Yes — we can design group or bespoke itineraries. Advisors may liaise directly with us or let us coordinate with clients (with you copied).

See what a personalized experience feels like!

Find your Destination