FAQ

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.

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.

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.

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.

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.

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!

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.

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.

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.

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.

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.

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.

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

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

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

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

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

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.

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

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.

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.

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.

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!

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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!

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

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.

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.

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.

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.

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.

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?

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

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!

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.

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

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.

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.

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!

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

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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!

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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 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.

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.

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.

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.

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.

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.

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.

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

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.

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)!

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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!

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!

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.

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!

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.

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.

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.

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.

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

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!

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.

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.

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".

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.

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.

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.

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.

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.

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.

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.

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!

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.

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!

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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!

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.

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.

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.

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.

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.

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

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”.

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.

You can find the photos tutorial via this link.

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 log in to My CU immediately → Go to “Bookings” → Click the booking you are hosting → Click “Report an Issue”. Attach a selfie showing the meeting point location at the same time. You can leave once you have reported the issue, and you will be paid entirely for the experience in case of a verified guest no-show.

Log in My CU → Bookings → Go to the booking you want to be unassigned → Click “Request Un-Assignment”. 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.

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.

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.

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.

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

📧 Email: agents@cityunscripted.com

📞 UK: +44 (0)1234 230 093

📞 US: 1-844-909-2626 (toll-free)

💬 WhatsApp: +44 7518 525212 (text only)

💻 Live Chat: website + dashboard