FAQ

I HAVE ALREADY MADE MY RESERVATION
CANCELLATION POLICY
BEFORE MAKING A RESERVATION
VISITING FLORENCE
  • It has been more than 36 hours and I have not received my voucher Please notice that, for almost all our museums (not for Vatican Museums and tours), once your museums vouchers are created, you can access them from any computer with internet access from the page: http://www.weekendinitaly.com/get_vouchers2.php providing the order number and email address inserted in the order form. If you are not being able to log in into our website even if you have successfully completed the order, you might have inserted your e-mail address incorrectly. In this case, please contact us to [email protected]. If the expected vouchers are not yet there, please remember that reservations made on Friday and during the weekend are confirmed on Monday afternoon. If this is not your case, please contact us to [email protected]. If you find a confirmation voucher there, it means that we have already sent you the confirmation mail that for some reason has not reached you. The most frequent reason is your mailbox being protected by antispam and/or antivirus filters blocking automatic e-mails from our address [email protected]. This is a very common problem for AOL mailboxes.
  • I have trouble opening my voucher; what can I do? Please make sure you are using the correct link and that you have a recent version of Adobe Acrobat Reader installed. If you don't have it, you can download it for free from the page: http://www.adobe.com/products/acrobat/readstep2.html. Otherwise, please indicate us an email address where we can send you the voucher.
  • My voucher shows a time different from the time I chose; why? As stated in our website: 'PLEASE NOTICE: Confirmed time is not always the same time you requested; museum automatically confirms the closest available time on the same date if requested time is sold out. '
  • How can I change my reservation to a different date and/or time? Changes to confirmed visits can be made, depending on availability, but please notice you will need to pay a new service fee per each ticket to be changed, requested by museums (Euro 7.75 for the Uffizi Gallery, Euro 7.00 for the Accademia Gallery, Euro 6.00 for the rest of the museums). If you are interested, please let us know so we can send you the link for the online payment of the new service fee. Please note some reservations (Last Supper and Brera Art Gallery, for example) and tickets (Cumulative Ticket Great Museum of the Cathedral of Florence, for example), once confirmed, cannot be modified nor canceled. Please refer to the Policy of the specific service stated online.
  • Tickets I purchased will be picked up by a different person; is it possible? Yes; the only thing they need is to show the confirmation voucher we provide, even if name of the person who picks tickets up it is different from name on the voucher. Vatican Museums are excluded from this condition.
  • Can I pick my confirmed tickets at a different date and/or time? No, tickets must be picked up the reserved date 15 minutes before the confirmed time shown in the confirmation voucher.
  • I need to cancel my reservation; is it possible? Generally, museum reservations, once confirmed, may be canceled, and the customer will receive reimbursement of the cost of the unused ticket, excluding booking fees. Nevertheless, all excursions and some museums have specific cancellation policies. The customer is therefore obliged to check the cancellation policy in the description of each service before making a reservation, as cancellation may be excluded, resulting in the impossibility of reimbursement even of the mere cost of the ticket.
  • I was not able to use my tickets; can I get a refund? Generally, museum reservations, once confirmed, may be canceled, and the customer will receive reimbursement of the cost of the unused ticket, excluding booking fees. Nevertheless, all excursions and some museums have specific cancellation policies. The customer is therefore obliged to check the cancellation policy in the description of each service before making a reservation, as cancellation may be excluded, resulting in the impossibility of reimbursement even of the mere cost of the ticket.
  • How to make a reservation? Please click on the desired service on the reservation form. Select date, time, number and kind of tickets and click once on 'calculate' to get the price. Then, click on 'reserve', and then choose between 'go back to the shop' to book more services, or 'go to basket' to finish the order. You will get to the basket and must click on 'proceed to pay'. Select credit card type, fill in your personal details, and click on 'send'. You will enter the payment gateway to provide credit card details and pay. If authorized by the bank server, you will receive the message 'Transaction submitted'. You must then click on 'continue' to complete it. Your reservation request will then be completed. One business day after the reservation request (Monday afternoon for reservations submitted on Friday and during the weekend), we will send a confirmation email with a link you must visit to print the confirmation voucher. The confirmation voucher is required to pick up your tickets at the museums' reservations desk no later than 15 minutes before the confirmed time on the date of the visit, without queuing up.
  • How will I receive the tickets? Tickets are NEVER sent by mail. One working day after receiving your request (on Monday afternoon for reservations made on Friday and during the weekend), we will send you a confirmation email that will include a link you must visit to print the confirmation voucher. The confirmation voucher is required to pick up your tickets at the museums' reservations desk no later than 15 minutes before the confirmed time on the date of the visit, without queuing up.
  • Is my credit card information secure? Absolutely. The transmission system we use is an SSL encrypted connection. As an added measure of security, your credit card will not be processed by us but through the secure payment gateway of a major bank. This means that your credit card data does not come to us and is not saved on our servers.
  • I will be already traveling when you send the confirmation; can you send it somewhere else? Please provide us with the name and email address of your hotel so we can send you the confirmation voucher there. Please note: once your museum vouchers are created you can access them from any computer with internet access on the page: http://www.weekendinitaly.com/get_vouchers2.php with the order number and email address provided in the order form. If you do not have access to a printer, but you have a mobile phone where to open vouchers in PDF format, you can also show them on your mobile phone to pick up the tickets (except where stated printed vouchers or tickets are needed).
  • We are school group coming to Florence; how can we reserve? European Union school groups have free entrance to museums in Florence but you must contact directly Opera Laboratori Fiorentini (phone +39055290112, fax +39055264406)
  • System asks for 'codice fiscale' and 'partita IVA'; what should I write if I am not an Italian citizen? This information is required only from Italian citizens and it is mandatory only if you are making the reservation on the Italian page. You may leave blank or insert 0 in both fields to continue with the reservation on the Italian page.
  • How many museums do you advise me to visit on a single day in Florence? To fully enjoy your visit to Florence, we advise you to visit 2 museums in a day; Uffizi Gallery can be visited in about 3 hours while for Accademia we advise you to spend 2 hours.
  • Is it possible to book the Vasari corridor through you? Yes, in page. Additional dates can be open for private visits; please contact us by email for more details.
  • Are there ticket price reductions available? Some museums have price reductions and free tickets; this information is written for each museum in the 'prices' section of the tour description.

    Please remember for reduced price and free tickets, museums will ask you to show an id proving the reason why you have a price reduction.

If you wish the assistance of our operators (available from Monday to Friday, from 9am to 7pm, Italy time), send us an e-mail.