October 3, 2017

Frequently Asked Questions

1. Do your tours run in all weathers?

Our Unseen Tours run in all weathers... which in KL means hot, humid and rainy days! But have no worries because we have an umbrella that you can use for the duration of the tour to protect yourself from rain and sunshine. If you wish, you may bring a raincoat and or an umbrella with you because in Malaysia, mother nature never fails to surprise us. On top of all this, trust us it will be a very different experience exploring Kuala Lumpur under different weathers! (cheers!)
 

2. How should I dress for the tour? Is there any dressing code I have to follow?

We suggest wearing light and comfortable clothes that cover shoulders and knees to show respect to cultural sensitivities. This applies to both men and women. Comfortable walking shoes or footwear is highly recommended.

3. How long do the tours take?

Most of our tours are scheduled for 2 hours and 30 minutes (including photos breaks). It may be shorter or longer, depending on how fast (or slow) you walk, traffic lights, pedestrian crossings and toilet breaks.

4. Are the tours suitable for all ages?

While we would like to make our tours suitable for all ages, caution must be taken for those with health limitation, as the tour requires a lot of walking combined with weather uncertainty. You can check the description about each tours here.

5. Are tips and gratuities accepted?

Tips are entirely up to your discretion but it is very much appreciated. 

6. How many people are there in a group?

We would like to make sure everybody has a pleasant experience but our guide might not be able to give you the attention if you are in a big group. If you are planning for a group larger than 5, please contact us in advance, so we can do the necessary arrangements to make your tour a pleasant one.
 

7. How do I recognize the tour guide?

All our tours have pre-determined meeting points and you will be met by our tour guides who will be wearing their uniform which is the Unseen Tours T-shirts. In addition to this, each of their profiles are also displayed on our website. 
 

8. Do you offer private group tours?

Yes, we do. Kindly email us at unseentourskl@yellowhousekl.com with minimum pax number and tour selection at least one week in advance.
 

9. Can I pay for the tour in cash the day?

Unfortunately no, we prefer all payments and purchases done in advance through our website so we can arrange for the necessary logistics. (Umbrella, manpower etc).
 

10. Can I make audio or video recordings?

We have some ethical policies and guidelines as our tour guides are from vulnerable community such as street people community or urban poor community. Should you wish for an audio or video recording of the tour session, kindly let us know so we may obtain the consent of our tour guides. However, you are welcome to take photos of the sites and surrounding.

11. Are the tours deaf people friendly?

Deaf Culture is the social cause to Unseen Tours KL and all our guides will be trained to sign in Malaysian Sign Language (MSL). MSL is based on ASL hence there will be many similarities to ensure the tours run smoothly. The sign language tours will be available from February 2018 onwards. 

12. Do you ever cancel a tour?

Cancellation is very unlikely. However in the event we have to, we will notify you immediately with options of refund or a new date.

13. What should I do if I need to cancel?

If you can't take part in the tour and you would like to cancel your ticket, please send us an email informing your decision. We will then reply with a confirmation and refund fee as appropriate. Please be aware that if you cancel within thirty days of the tour, the following cancellation fees apply:
 
15-30 days before the tour: 20% of the ticket fee
 6-14 days before the tour: 50 % of the ticket fee
 5 days or less before the tour: 100% of the ticket fee 
 

14. What should I do if i…

i. Forgot to print the email confirmation?

ii. Accidentally delete the confirmation email?

We strive to go paperless hence our booking system comes with email notification of each booking. Just ensure you key in the correct email. You can also contact us if you require a resend of details.

15. Is there a waiting list for a tour that is fully booked?

Our system automatically updates all availability of the tours and guides. If the tours are full, there will be no show on availability.

16. Are the tours wheelchair accessible?

While we would like to make our tours wheelchair friendly, our streets may not. The best way would be to drop us an email if you have special requirements and we will advise you accordingly.
Now that is set, check out our services and book a walking tour with us!
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