FAQ

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FREQUENTLY ASKED QUESTIONS

Have a question? Please see our FAQ below for answers to common questions we often get asked. Please note that we also have tour specific FAQs on our individual tour pages to further help answer any questions you might have.

If you don’t see your questions answered on our website, please feel free to contact us!

What if I leave something on the vehicle?

Please contact our office immediately. If the guest is still in the Phoenix metro or Las Vegas area, we can try to make arrangements to return the lost items. If the guest has already departed, DETOURS will mail items at the expense of the guest.

What if I have a walker/wheelchair?

We can accommodate a folding walker or folding wheelchair. For any other type of medical equipment, please contact our office.

What if I am prone to car sickness or have any other illness?

Please let us know at the time of booking that you are prone to car sickness or have any other injuries or illness. We can only make accommodations for this if we are aware of it prior to your tour departure. Please note that there is no assigned seating and seats may be rotated anytime during the tour.

How much luggage can I bring on the vehicle?

On day trips we recommend bringing no more than a day pack. On overnight tours, individual pieces of luggage must be kept to a maximum of 50 pounds. It is recommended to travel with a backpack or soft overnight bag with a small day pack for easy access to a wallet, camera, etc. If luggage exceeds vehicle storage, DETOURS reserves the right to freight excess luggage at passenger’s expense.

If you will be bringing any luggage on tour with you please notify DETOURS at the time of booking the quantity and dimensions of luggage.

Does DETOURS offer airport transfers?

Airport pick-ups are available for Private Tours only. Airport pick-ups and drop-offs cannot be guaranteed. Please call our office for more information: 866-438-6877.

Are any of your tour guides bilingual?

Yes! We have guides that speak Spanish, German and Japanese. Translators are also available in Italian, French, Chinese and Swedish. To request a bilingual guide, please contact our office.

Is smoking allowed on the trip?

All DETOURS vehicles are smoke-free. Smoking in our vehicles is NOT permitted.

Do I need to bring a passport?

If you are visiting from outside the United States, we recommend having your passport with you at all times. Only for the Tombstone day tour departing from Phoenix are you required to bring your passport. This is due to the tour traveling close to the US/Mexico border and the chance of being stopped by Border Patrol. We always suggest you have your ID on you at all times regardless of which tour you are on.

Do you run tours every day of the year?

Historically, we do not run tours on Thanksgiving Day or Christmas Day. Other than these two days, DETOURS American West operates tours daily, so long as weather conditions provide for safe touring and our minimum guest count has been met. If inclement weather is threatening a tour, a DETOURS agent will contact you to provide alternate options for your tour.

What if my flight was cancelled due to weather?

Customer service is so important to us. We’ll waive our cancellation policy for day tours if your flight was cancelled due to weather. For multi-day tours, DETOURS will waive the cancellation policy; however, fees may be levied from third party companies, such as hotels or side tours.

What if I miss my pick-up?

We will work to get you on the next day’s tour, if available; however, additional fees may apply. Please call our office immediately if you miss your pick-up:

ARIZONA
Toll Free: 866-438-6877

NEVADA
Toll Free: 1-855-458-7511

What if I’m running late for my pick-up?

Morning pick-up times are strategically scheduled. We recommend planning ahead and being at your pick-up location 5-10 minutes early. If you are running late, please call our office immediately. We will do our best to work with you:

ARIZONA
Toll Free: 866-438-6877

NEVADA
Toll Free: 1-855-458-7511

What if my group is larger than 13 passengers?

If your party exceeds 13 guests, please call our office for touring options using alternate transportation. DETOURS American West is able to accommodate up to 54 guests touring in a full-sized motor coach.

Do you pick up and drop off from all hotels? What about private residences?

We pick up from most hotels in Phoenix, Scottsdale, Mesa and Tempe and most hotels on the Las Vegas Strip. If you are staying at a hotel outside of our pick up zone, at an Airbnb, or a private residence, please contact our office so we may find a suitable meet location that is closest to your area. Please call for more details.

What are the lunch choices?

Depending on the tour, it can vary – you will always be able to order from a selection of choices off a menu. Please let us know ahead of time if you have any dietary restrictions.

Are kids allowed on your tours?

We don’t permit children under the age of 3 on our public tours. Children under 3 may be permitted on a private tour, please inquiry with our office for more information.

What’s not included in the tour cost?

Guide gratuities, snacks, and any meals not mentioned in the tour description are not included in the tour cost. Gratuities are always appreciated!

What is the cancellation policy?

Confirmed day tours cancelled less than 48 hours prior to tour departure and no shows will be charged in full. Confirmed overnight reservations require a $150 non-refundable deposit at the time of booking. Overnight tours cancelled less than 7 days prior to tour departure and no shows will be charged in full. Confirmed multi-day tours require a 10% non-refundable deposit at the time of booking. Final tour balance is due 36 days prior to tour departure date. Multi-day tours canceled less than 36 days prior to departure or no shows will be charged in full.

What if I need to cancel my tour?

Confirmed day tours canceled less than 48 hours prior to tour departure and no shows will be charged in full.

Confirmed overnight reservations require a $150 non-refundable deposit at the time of booking. Overnight tours canceled less than 7 days prior to tour departure and no shows will be charged in full.

Confirmed multi-day tours require a 10% non-refundable deposit at the time of booking. Final tour balance is due 36 days prior to tour departure date. Multi-day tours canceled less than 36 days prior to departure or no shows will be charged in full.

How do I make a change in my reservation?

The best way to make a change to an existing reservation is to call our office toll-free at (866) 438-6877 or email [email protected] for Phoenix/Scottsdale departures and (855) 458-7511 or email [email protected] for Las Vegas departures. A minimum change fee of $25 per person may apply if changes are made within 48 hours of departure.

When will my credit card be charged?

For single day tours, your credit card will be charged 48 hours prior to the departure of your tour. If you book a tour that departs within the next 48 hours, your credit card will be charged immediately. For overnight and multi-day tours, a $150 non-refundable deposit that goes toward the total tour amount is due upon lodging confirmation and the tour balance is due 7 days prior to tour departure. If you book an overnight or multi-day tour that departs within 7 days, your credit will be charge the full tour amount immediately.

What form of payments do you accept?

DETOURS accepts payment by any of the following credit cards: Visa, MasterCard, American Express, and Discover as well as cash. Cash payment is available for single-day tours only, providing they do not include any third party tours such as helicopter flights, jeep tours, and train rides. If paying by cash or traveler’s check, a credit card is still required to hold and confirm a tour.

How do I make a reservation?

To book your tour online, select the “Tours” tab from the menu and choose your departure location. Click the “VIEW TOUR” button for the tour you would like to book to see the tour details. Once you have selected the tour you want, click the “BOOK NOW” button and you will be taken to our online reservations system.

To book your tour over the phone, you may contact us toll-free in Arizona at (866) 438-6877 and toll-free in Nevada at (855) 458-7511. We are open daily from 6:00am – 9:00pm Mountain time.

Are the vehicles accessible?

Unfortunately, our vehicles were not designed to accommodate wheelchairs. Guests should be able to walk up 3 steps into the vehicle on their own or with the help of a companion.

How much should I tip my guide?

20% is customary and graciously accepted.

Can I pay cash?

Yes, but we still need a credit card to hold the reservation.

Can you pick up and/or drop off at the Phoenix Sky Harbor International Airport?

No, we may be able to arrange drop off at a hotel nearby that allows guests to take the SkyTram into the airport, though. This is never a guarantee. Please reach out to our office to check availability.

Does my child need a car seat/booster seat?

Arizona law states that children under five must use a car seat. Children between ages 5 and 7 must use a booster seat unless they are 4 feet 9 inches tall. Once a child is 4 feet 9 inches or taller or 8 years old, they are no longer required to ride in a booster seat.

Is there WiFi in the vehicle?

No, and during parts of the drive there may be limited cell phone service.

Are there bathrooms in the vehicle?

No, but the guide will make multiple rest stops along the way though and can stop at the nearest rest stop at the request of a guest.

Are there charging ports for cell phones in the vehicle?

No, we recommend bringing a portable charger for your electronic devices.

Can I bring my own snacks and drinks?

Yes, except for alcoholic beverages. We provide unlimited bottled water on all tours and lunch on our Grand Canyon tour and Antelope Canyon tour. We also will make stops along the way where you will be able to purchase snacks, but you are more than welcome to bring your own.

How far in advance should I book my tour?

We recommend making a reservation at least two weeks in advance to ensure you have secured your spot.

How many other people will be in the vehicle?

Our vehicles seat a maximum of 13 guests. Typically, there will be 9-13 guests.

What type of vehicle is used?

We use customized Ford touring vehicles seating a maximum of 13 guests. Each vehicle is equipped with individual leather captain’s chairs and oversized windows, ensuring a comfortable and scenic journey. Plus a speaker system for a clear and audible guided tour.

Where is the best place to leave a review?

We encourage our guests to share about their DETOURS experience on TripAdvisor for tours departing from Phoenix or TripAdvisor for tours departing from Las Vegas. A five star review is truly the best compliment we can get!

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