Our local tour guides are available to assist you at any time during your vacation. At many hotels, we offer personal service. Please refer to the respective hotel website for your tour guide's visiting hours. If your hotel does not currently offer visiting hours, we are happy to assist you virtually via email, phone, or chat. Outside of office hours, you can reach us 24/7 via our SOS hotline in urgent emergencies.
Arrival and Departure
Arrival and Departure
FAQ Tour Guide
If you cannot find your tour guide at the agreed meeting point, please contact the hotel reception first. If you do not receive any information there, please remain on site for a few minutes, as the tour guide may still be en route. If the tour guide still does not appear after a short wait, please check the hotel's website or your emails for any last-minute changes or announcements. Alternatively, you can contact the tour guide by phone, email, or chat. Despite careful scheduling, it may happen that your tour guide is delayed for the agreed meeting due to unforeseen circumstances. In this case, the...
Your tour guide will usually be identified by a red DERTOUR Group polo shirt and dark blue trousers or a dark blue skirt. Information about the meeting point and visiting times can be found on the hotel's page on this website.
FAQ Arrival and Departure
The European Commission's Civil Aviation Safety Regulation applies to all departures from airports within the European Union, and since March 1, 2009, also from Turkey. This regulation limits the amount of liquids that travelers may carry in hand luggage through security checkpoints. There are two restrictions on the amount of liquids in hand luggage: Travelers may only carry liquids in containers with a maximum capacity of 100 ml. All liquid containers must be presented at security checkpoints in a plastic bag (maximum capacity: 1 liter). This bag must be transparent and sealable. Airports are not required to provide plastic bags for travelers...
In addition to the goods you brought with you on your trip from Germany, Austria, and the Netherlands and are reimporting as so-called returned goods, the following goods remain exempt from import duties as souvenirs, provided you bring them exclusively for personal use or as a gift: Tobacco products. If you are at least 17 years old: 200 cigarettes or 100 cigarillos or 50 cigars or 250g of smoking tobacco or a proportionate combination of smoking products. Alcohol and alcoholic beverages. If you are at least 17 years old: 1 liter of spirits with an alcohol content of more than 22% vol. or 1 liter of undenatured ethyl alcohol with an alcohol content of 80% vol.
Import of Goods by Private Individuals: Generally, a duty-free allowance of 300 Swiss francs applies to goods for private use imported personally during travel. If the total value of the goods carried exceeds 300 Swiss francs, all goods are subject to duty. Duty-free allowances and limits are granted only once per person per day. The following duty-free allowances apply: Alcoholic Beverages: Persons aged 17 and over may import 5 liters of alcoholic beverages up to 18% vol. and 1 liter over 18% vol. once per day duty-free. In addition, the following customs duties apply: Alcoholic beverages up to 18% vol.: 2 Swiss francs/liter; Alcoholic beverages over 18% vol.: 15...
In principle, all souvenirs purchased with tax in the Member State of purchase are duty-free. The following guideline quantities apply to private trade: Perfume: No restrictions if intended for personal consumption. Medicines: For personal use only. Coffee: 10 kg. Alcoholic beverages: 10 l spirits, 10 l soft alcoholic drinks (alcopops), 20 l liqueur wine, vermouth, 90 l wine (of which no more than 60 l sparkling wine), 110 l beer. When entering Germany: Tobacco products: 800 cigarettes or 400 cigarillos or 200 cigars, or 1 kg of smoking tobacco. When entering Austria: The following applies to the private import of tobacco products into Austria: Tobacco products purchased abroad...
FAQ Activities
After a successful booking, you will be contacted promptly by our local tour guide office for confirmation and further details.
The pickup time indicated on the tour ticket is approximate. Please contact our tour guide office (during office hours) or our SOS phone number (outside of office hours) if your pickup is already 15 minutes late.
You can easily book activities and excursions online or directly through your hotel tour representative. You'll find a detailed overview of all available activities and their booking options on our website. Our team is happy to help you select and book the right activities and ensure you get the most out of your stay.
FAQ Round Trips
Most hotels have a storage room where you can leave your luggage after consulting with the hotel. Please note that neither your tour guide nor the hotel assumes liability. We recommend bringing all your luggage with you, especially during hurricane season.
Yes, the hotel room must be vacated by 12 noon according to the applicable check-out regulations.
You can easily find the pick-up time for a round trip with "fidem travel" on the "Departure & Transfers" page. Please have your transaction number ready. You can find it in your travel documents. For the pick-up time for a round trip with "Native Trails," please call the phone number listed on the "Round Trips" page.
