Answers to the questions we get asked most. If yours isn't here, message us on WhatsApp.
Booking
How do I book?
Choose the date and number of people on the tour page, fill in the booking form and pay. Your confirmation and voucher arrive by email as soon as the payment goes through.
Until when can I book?
Most tours can be booked online until the evening before, usually somewhere between 18:00 and 20:00. The exact cut-off depends on the tour and is shown on the tour page.
After that, or if you want to go the same day, message us on WhatsApp. We can sometimes still find a place, but we can't promise it.
Can you arrange tours for a group?
Yes, for families, groups of friends, companies and larger groups, including private tours. Send us the date and number of people and we'll tell you what's possible.
Can I change my booking?
You can ask to change the date, pickup point or other details. It depends on availability and the conditions of your booking, and the change only counts once we've confirmed it in writing.
Pickup
When will I know my pickup time?
We normally send the pickup time and place by WhatsApp or email the evening before the tour. Please make sure the phone number and email address you gave us are correct.
Where will I be picked up?
Many tours include pickup from hotels within a set area. Some start from a meeting point instead. Your confirmation, or our message the evening before, tells you which.
My hotel is outside the pickup area. What now?
We may be able to suggest a nearby meeting point or arrange an extra pickup. If there's a charge for that, we'll tell you before we confirm it.
What if I'm late?
Please be at the pickup point a few minutes early. The driver has other guests to collect and a schedule to keep, so they can't wait long. If you miss the pickup, the booking is treated as a no-show.
I can't find the vehicle.
Call or WhatsApp us straight away, and stay where you are until we've spoken.
Your voucher
Do I need to print it?
No. The voucher on your phone is enough.
What should I check on it?
Your name, the tour, date, number of people, pickup point and pickup time. If anything is wrong, including details you entered yourself, let us know as soon as possible. We can usually fix it before the tour, but not always once everything has been arranged.
Payment
How can I pay?
The payment options are shown at checkout. Card payments go through our bank with 3D Secure.
Which currency will I be charged in?
The amount and currency you'll be charged are shown at checkout before you pay. If you choose GBP, your card is charged in euros (EUR), and the euro amount is shown on the payment button. Please check it before you confirm.
Do you store my card details?
No. Card details are handled by the bank. We don't store full card numbers or security codes.
My bank statement shows a different name.
The payment may appear under our company name, 4 S Bilgi İşlem Turizm Seyahat Reklam İthalat Ve İhracat Ticaret Limited Şirketi, or under the bank's name rather than Antalya Ekskursii. If you're not sure about a payment, send us your booking reference and we'll check.
Cancellations and refunds
What is your cancellation policy?
Unless the tour page or voucher says otherwise:
- more than 168 hours (7 days) before the tour: 50% refund
- 48 to 168 hours before: 30% refund
- less than 48 hours before: no refund
- no-show: no refund
Times are counted from the tour's start or pickup time, Turkish local time. The full conditions are in our booking and cancellation terms.
How do I cancel?
Email or WhatsApp us with your booking reference. The cancellation counts from the moment we receive your message.
My flight or ferry is delayed.
Tell us as soon as you know. We'll help if we can, but delays to your own travel don't automatically mean a refund.
How do refunds work?
Refunds go back to the card or payment method you used. How long it takes to show up depends on your bank.
Weather and changes
What if the tour is cancelled because of the weather?
If we cancel because the weather or sea makes the tour unsafe, we'll offer you another date or a refund under our booking terms.
Can I cancel because I don't like the weather?
If the tour is going ahead safely, bad weather on its own isn't a reason for a refund. Whether a tour runs is decided by the captain, guide or tour company, based on safety.
Can the route, boat or guide change?
Sometimes, yes. For safety or practical reasons the route, order of stops, timing, vehicle, boat or guide may change. When that happens we try to give you something comparable.
Children
Can children come?
On most tours, yes. Age limits and child prices differ from tour to tour and are shown on each tour page. Children need to be included in the booking so the tour company knows how many people to expect.
Do you have baby seats?
It depends on the tour and the vehicle. Mention it when you book and we'll check.
Luggage and belongings
Can I bring luggage?
It depends on the tour and the vehicle. If you're bringing suitcases, sports gear, a pushchair or anything bulky, ask us before you book.
Are my belongings insured?
No, you're responsible for your own things. Keep passports, money, phones and other valuables with you.
Accessibility and diets
I have reduced mobility. Can I join?
It depends on the tour, the vehicle and the boat. Tell us before you book and we'll check whether it's suitable and what help is available.
Can I get a special meal?
On tours that include a meal, sometimes. Tell us your dietary needs when you book and we'll ask the supplier, but we can't always guarantee it.
On the day
What should I bring?
Your voucher (on your phone is fine), sun protection, comfortable clothes and shoes, swimwear for boat trips, any medication you need, and anything else listed on the tour page.
Do I need my passport?
Yes for anything that crosses a border, like ferries to the Greek islands. You're responsible for having a valid passport and any visa you need. For tours within Türkiye it depends on the tour.
Are entrance fees, meals and drinks included?
Only what the tour page lists as included. Anything marked "not included" or "paid locally" is paid separately on the day.
Who runs the tour?
Some tours are run by us, others by local boat owners and tour companies we work with. We take the booking and pass on everything you need to know.
Problems and complaints
Something is wrong during the tour.
Tell the guide, the driver or us while the tour is still going. That's when we can actually fix it.
I want to complain after the tour.
Email or WhatsApp us with your booking reference and what happened. Photos or documents help.
Still have a question?
- WhatsApp: +90 553 259 2481
- Email: info@marmarisexcursions.com
