FREQUENTLY ASKED QUESTIONS (FAQs)
Why choose a Roots tour?
Roots is a small independent tour operator. We have been running tours every week since 2005 and have had tens of thousands of happy customers. We have received a Certficate of Excellence with a 5* rating from our passengers on TripAdvisor which reflects our dedication to providing high quality tours at all times. We offer the best tours conducted by excellent guides in comfortable vehicles. Your day out is safe in our hands!
How many people will be on the tour?
Almost all Roots tours are for small groups of no more than 16 people. This allows us to provide our passengers with a friendly, informal and informative tour experience. Smaller vehicles, too, means we can travel along the scenic backroads that bigger buses cannot access. In the peak summer months, our group sizes may be slightly larger for our most popular tours but never too many to compromise the quality and informality of the tour.
How do I make a booking?
- Book online - complete the booking form and make payment securely with a credit or debit card through WorldPay. After making payment you will receive an email from WorldPay confirming payment was successful. You will also immediately receive an e-ticket for your tour by email from us which will also include a map of your chosen departure point. If you do not receive both emails, from us and from WorldPay, please check your spam/trash folders before contacting us.
- Book in person at The Cambridge Tourist Information Centre. The Centre is located on Peas Hill, just off Market square in central Cambridge.
- Ask at your hotel, language school or business - many are agents for our tours.
Do I qualify for the student price?
Passengers purchasing student tickets must bring a valid full-time student ID with them on the tour. Passengers may be charged the full adult rate if they cannot produce a valid full-time student ID card on the day.
Do I qualify for the child price?
To qualify for the child price the child must be under 16 years old. All children must be accompanied on a tour with a person of 18 years old or over. Please note, we cannot accept children under 3 years old on a public tour. We can accept younger children, however, on private tours.
Do you have group discounts?
Yes, we offer a 10% discount for groups of 6 passengers or more booked together in the same transaction and departing together from the same departure point. Please email us for details. Group discounts are not available in June, July or August.
Can I make payment in cash?
Passengers who prefer to pay in cash may do so at The Cambridge Tourist Information Centre. Alternatively, we work closely with many hotels across the city so please ask at reception whether they can make a booking on your behalf. Students studying at an English language school in Cambridge may be able to pay in cash through their school's Social Events Organiser. Please ask them for details. You will need to provide your email address at the time of booking so we can send you an e-ticket.
Do I have to print my ticket?
No. You can show your ticket to the tour guide on your mobile phone or other electronic device.
Where can I join a tour?
There are many departure points across the city. We only visit the departure points chosen by passengers at the time of booking. You must depart from the departure point stated on your e-ticket. Please also note that due to unreliable traffic conditions across Cambridge on weekdays, some departure points are not available for midweek tours.
Do you have hotel pick-ups?
On a private tour yes, but on a public tour no. We have a busy passenger collection schedule in the morning of a tour so, unfortunately, we can only collect passengers from our official departure points. The bus cannot wait for latecomers so please don't be late!
What time do tours depart from Cambridge?
Almost all public day tours depart from Parkside Swimming Pool on Gonville Place at 8am. Departure times for all other departure points will vary. The departure time from your chosen departure point is clearly stated on your e-ticket. We recommend you arrive at your departure point at least five minutes before the scheduled departure time. Due to the collection schedule across the city please note that the bus will depart from each departure point promptly.
What should I do if I am late for the tour?
If you are having problems finding the departure point you must call your guide on the mobile number provided on your e-ticket BEFORE your departure time. Due to the passenger collection schedule from different departure points we cannot wait for latecomers and latecomers do not qualify for refunds. Please do not be late, the bus cannot wait!
Where and at what time do tours return to Cambridge?
On arrival back in Cambridge at the end of a tour we can return you to the same place from where you were collected at the start of the tour, or you can choose to get off the bus at another place. Please ask your guide during the day and we will try our best to accommodate your request. We try to arrive back in Cambridge at the scheduled return time but delays due to heavy traffic or other unforeseen circumstances may impact on the actual time of return. Your guide will inform you during the tour of any delays.
Can I change my booking?
We will always try to accommodate changes but we cannot make any guarantees. Please contact us as soon as possible and we will try to help.
Can I cancel my seat and receive a refund?
Please read our Booking Terms and Conditions.
What should I bring?
Most tours are conducted in comfortable minibuses with a maximum of 16 passengers per tour. There is very little room on the bus for luggage so please bring only one piece of hand luggage per person. We conduct walking tours of all our tour destinations so please make sure you are wearing suitable footwear. British weather is famously unpredictable so consider bringing a rain jacket or an umbrella. However, it doesn't rain as much as the reputation will have you believe!
Can children join a public tour?
Yes, but the minimum age is 3 years old. Each child must have their own seat on the bus but please note we do not provide child booster seats. If you would like to bring a pushchair you must contact us in advance - we cannot guarantee there will be enough space for a pushchair if you have not contacted us prior to the tour.
Can children join a private tour?
Yes, children of any age can join a private tour. Each child must have their own seat on the bus but please note we do not provide child booster seats. If you would like to bring a pushchair you must contact us in advance - we cannot guarantee there will be enough space for a pushchair if you have not contacted us prior to the tour.
Can I bring my guide dog or therapy dog?
Please contact us in advance if you are intending to bring your dog. We cannot guarantee that you can travel with your dog if you do not contact us in advance of the tour.
Food & drink / Comfort breaks
Passengers are welcome to bring and consume food and drink on our day tour buses. However, especially on some of the longer journeys, we take rest breaks throughout the day at places where food and drinks can be purchased and comfort breaks taken.
Is your question not answered here?
Please contact us by email at email@example.com, or call us on +44 (0)1223 479532.