Frequently asked questions

No, you do not need to print out your ticket. You can simply show the ticket you received by email (as a PDF) on your mobile phone directly to the service provider on the day of the activity.

The address of the meeting point is given:
– on your confirmation ticket, in the box at the bottom of the first page, under ‘Venue’
– or on the activity details page, just below the interactive map, on our website.

For online bookings, we only accept payment by credit card. However, French holiday vouchers are accepted for all payments made at the counter of the Marseille Tourist Office.

According to the terms and conditions of sale, you may cancel up to 48 hours before the start of the activity. Only an administration fee of 5% of the total amount of your booking will be retained.

After this deadline, no refund will be made. Some service providers may have specific terms and conditions. You can find these in the description of the relevant offer.

Cancellations are handled directly by the provider of your activity. Please contact the provider directly using the email address or telephone number shown on your ticket. Please remember to quote your booking reference and full name to help them process your request.

You have completed your booking but have not received your tickets by email. First of all, please check your spam folder.

IMPORTANT: Every time you confirm a booking, you must authorise the payment via your banking app; otherwise, your transaction will be automatically cancelled. You must always wait until the website confirms that your order has been confirmed with a booking reference number.

If, after checking these points, you still haven’t received your tickets, please send an email to booking@marseille-tourisme.com, stating:
– the name provided at the time of booking
– your booking reference
– your email address

We will resend your ticket as soon as possible.

Yes, subject to availability. To do so, please contact the service provider via the email address or telephone number shown on your ticket.

Please provide:
– the name provided at the time of booking
– your booking reference
– your request, stating the new date you’d like

1. Visit our dedicated page here.
2. Select the offer that matches your voucher.
3. Choose an available date and time slot, then add the activity to your basket.
4. Click on ‘I have a promotional code’ and enter the code shown on your voucher.
5. A confirmation will be sent to you by email.

We accept the following payment methods:
Online:
– Visa
– MasterCard

At the Marseille Tourist Office counter:
– Bank cards
– Cash
– Cheque
– French Holiday vouchers

Yes. Please see our page on accessible activities here.

Two days after your experience, you will receive an email containing a satisfaction survey. Once you have completed it, your review will appear directly on the page for the relevant activity.

If you are late, any service that begins late due to the customer’s fault will not be eligible for a refund, in accordance with our terms and conditions of sale. Please check the address of the meeting point in advance – it is shown on your ticket or on the activity details page – and allow plenty of time.

For guided tours organised by the Tourist Office, the guide cannot be contacted directly. If you arrive after the departure time, you may try to catch up with the group if it is still near the departure point, but no refund will be given if the tour has already started.

If the activity is running late or if the provider does not turn up, contact the provider directly using the number or email address shown on your ticket. If you are unable to contact them, please email us at booking@marseille-tourisme.com with your booking number and your name.

The colours of the dates indicate the remaining availability for each day:

– Red: fully booked, no places left
– Orange: almost full, a few places remain
– Green: places are available
– Grey: no event scheduled for that day

A few simple checks before contacting us:
– Refresh the page or try again using a different browser (Chrome, Safari).
– Check that all the required fields on the form have been completed, including the hidden fields further down the page.
– Try using a different credit card, or check that your card hasn’t expired or been blocked for online payments.
– Remember to confirm the payment via your banking app (3D Secure) when prompted.
– Clear your browser’s cache, or try making the booking in incognito mode.
If the problem persists after checking these points, please email us at booking@marseille-tourisme.com, specifying the activity you wish to book, the date, and, if possible, a screenshot of the error message.
Please note: we will not be able to manually complete the booking or process the payment for you remotely.