Any Questions?



Have a look at our answers where you’ll find lots of useful information but if your question is not here or you are not sure about the answer, then do contact us.

When and how do I pay?
How much does this service cost?
What if I want to change my itinerary?
What’s in the It’s Your London pack?
Can I change service level?
What if I have to cancel?
Do I need insurance?
Do I need a visa?
What will I need to pay for when I’m in London?
What if I’m travelling on my own?
What if I don’t need a whole day as I’ve got family or business colleagues to see in the evenings?
Can you book my flight for me?
How do I get to my hotel?
What’s the weather like in London?
When’s the best time of year to visit London?
How do I chose a hotel or do you do this for me?
What if I’m not happy with my trip?
What’s the electricity in London?
Is there a sales tax?
What’s VAT?
Do I need a visa to visit the UK?
How much time will it take to plan my trip?
What about using public transport?
What do I need to know about my safety in London?

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When and how do I pay?
We ask you to pay 50% of the design and planning fee when you engage It’s Your London and the remaining 50% will be due 3 weeks before your arrival in London. All tickets are payable at the 3 week point unless they are high value (£100 or more each) in which case they are payable at the time of purchase, We use PayPal to take payments which is safe and easy to use.
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How much does this service cost?
The costs vary depending on the level of service you chose. Have a look at our How it Works section for more information on this. We charge a daily rate for the planning service and any tickets or entrance fees are charged at cost.
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What if I want to change my itinerary?
Prior to 3 weeks before arriving in London, you can make any changes you want and this is fine unless tickets have already been bought on your behalf in which case you will still be billed for these. It’s Your London will try to reuse these tickets but cannot guarantee to do so.
Within the 3 weeks before arriving, we’ll do our best to make changes if they are not too substantial. Short notice purchasing of tickets cannot be guaranteed.
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What’s in the It’s Your London pack?
Your pack will be ready for you when you arrive at your hotel. It will have print outs of our itinerary, lots of background information on the places you are visiting and any tickets purchased for your visit.
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Can I change service level?
When we are discussing your requirements you can decide to have Taken Care Of level for the beginning of your visit and move to Here To Help level for the remainder. Once you have arrived in London, changing up the service levels will depend on our availability.
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What if I have to cancel?
We hope you don’t have to but, if so, our cancellation rates are in our Terms and Conditions and depend on when you need to cancel.
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Do I need insurance?
It’s really important that all visitors make sure they have appropriate levels of travel insurance to cover illness, cancellation, loss of property etc before they leave their own country.
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Do I need a visa?
Please check with the authorities in your country to be sure that you have all the correct documentation. You are responsible for your own passport and visa arrangements.
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What will I need to pay for when I’m in London?
You will need to pay for all food, drink, transport, tips and taxes and of course any purchases you can’t resist! Also, any activities outside of the itinerary or new activities not previously paid for.
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What if I’m travelling on my own?
We welcome solo travellers and if you want someone you accompany you on your visit, you can chose the Taken Care Of service level.
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What if I don’t need a whole day as I’ve got family or business colleagues to see in the evenings?
We can discuss this when you make your booking and decide on the best service level for you and an appropriate costing for this type of visit.
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Can you book my flight for me?
Our guests come from a number of different countries and some have London as part of a longer journey which means it’s easier for them to make their own travel arrangements to get to London. London has 4 international airports and one international railway station. We are more than happy to talk you through these arrival options but do not make flight or train bookings for you.
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How do I get to my hotel?
We have details of cab firms and we will send you these so you can book them once your travel plans are fixed. They are all safe, comfortable and reliable.
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What’s the weather like in London?
London is drier and warmer than many other parts of the UK. How this feels to you when you are here depends on what you are used to. Weather can be changeable, even within a single day, so we always know where our umbrellas and fleeces are. Have a look at a weather website if you want to get into the details on this or contact us and we’ll give you the low down. On a good day the weather is delightful but we have to be honest – it can be wet and grey at times too.
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When’s the best time of year to visit London?
London is an all year round destination and there is always more than enough to see and do and we are set up for the winter days. One key change through the year apart from the change from colder wetter in winter to warmer drier in summer is the length of days. In summer it is light until gone 9pm and in mid June easily still light after 9pm. In the winter however, it can get dark by mid afternoon but the lights are bright to cheer us all up!
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How do I chose a hotel or do you do this for me?
We have a number of recommended hotels which we know personally and also will send you information about a wider range of options. London has the full range of accommodation from world famous hotels, through boutique to bed and breakfast with a family. We’ll find out your preference and give you all the information to book in.
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What if I’m not happy with my trip?
We really hope this doesn’t happen but if you are not happy while you are in London, then let us know right away and we’ll do our very best to sort out the problem. If you are still unhappy when you return home, then contact us at customerservices@itsyourlondon.co.uk within 4 weeks of your return and we’ll look into your concerns.
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What’s the electricity in London?
We have 240volts and our plugs have 3 square pins. You can buy adaptors here or at airports.
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Is there a sales tax?
Most items are subject to VAT (value added tax) which is already included in the price you pay and is currently 20%.
Most restaurants add service on your bill (cheque) and it will be listed separately, usually at 10% or 12.5% and if it is not added, the bill will tell you if it’s not included. The practice varies in bars but pubs do not have a service charge and tipping is up to you.
Taxi drivers will expect a tip so consider around 10%.
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What’s VAT?
This is Value Added Tax, a sales tax, which is already added to most items you will buy and is currently at 20%.
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Do I need a visa to visit the UK?
Please check with the authorities in your country to be sure that you have all the correct documentation. You are responsible for your own passport and visa arrangements.
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How much time will it take to plan my trip?
To get us started, we’ll gather as much information as possible in the quickest and easiest way. After that it’s really up to you – we can take this and run with it, or you can be closely involved. We will always check with you before buying any tickets. We are happy to be in contact with you by phone or email depending on your preference and time zone.
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What about using public transport?
We have an extensive underground system (the tube) and numerous bus routes and Londoners often call black cabs the third arm of London transport and there are also the river boats. Londoners get themselves an Oyster card which gives ease of use and reduced fares and we’ll tell you all about these when you are due to come over.
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What do I need to know about my safety in London?
Like all large towns, you need to be careful about your personal safety and take care of your possessions. If you have any concerns we can talk this through with you and suggest ways to make you feel more at ease.

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