Your Questions. Answered.
Booking, pickup, and practical details for your day with Fiwi.
Choosing Your Excursion
Do you offer tours for hotel guests and cruise visitors?
Yes. We welcome hotel guests and cruise visitors. Tell us your pickup location, preferred date, group size, and the excursion you are interested in.
Are tours shared or private?
We offer shared tours. Private tours are available upon request; contact us to discuss your group and arrangements before booking.
Can I request a personalized tour?
Yes. Share your interests, available time, and special requests so we can discuss suitable options.
What are the child prices?
Child rates apply to ages 4–12. Children under four are free. Provide children’s ages when making your inquiry so we can discuss activity suitability.
Can you accommodate mobility needs?
Mobility arrangements are available on private tours only, not shared tours. Describe your needs before booking so we can confirm whether the vehicle and activities are suitable. Do not assume every attraction is accessible.
Prices, Payments & Confirmation
What currency are prices shown in?
Tour prices are shown in US dollars, with adult and child rates per person. Check your chosen excursion for its rates.
Are attraction admission fees included?
Most tours include attraction entry fees unless the tour description states otherwise. Check the inclusions for your chosen excursion and ask us to clarify anything before booking.
Are meals and drinks included?
Meals are included only on special tours that explicitly list them. Complimentary water is provided. Red Stripe beer is available on private tours; ask about arrangements when requesting your private tour.
What payment options and deposits are available?
Shared tours: pay in full or place a 30% deposit. Private, group and coach tours: pay in full or place a 50% deposit. Fiwi confirms the amount and sends payment instructions manually after checking availability. We do not charge you automatically through the website.
When is the remaining balance due?
The balance is due and must be verified at least 48 hours before departure. We normally send a reminder at least 72 hours beforehand. Bookings accepted within 48 hours require full payment.
When is my booking confirmed?
Your booking is confirmed only after Fiwi verifies availability, receives and verifies the required payment, and sends written confirmation by email or WhatsApp. An inquiry acknowledgment is not a confirmed reservation.
Do you offer group discounts?
Contact us with your group size, date, and preferred excursion. We will let you know whether a group discount is available.
How far ahead should I book?
Contact us as early as possible so we can check availability and arrange your excursion. Last-minute requests depend on availability.
Hotel & Cruise Pickup
Which cruise ports do you serve?
We arrange pickup for Ocho Rios, Falmouth, and Montego Bay cruise ports. Provide your ship name, port, and scheduled arrival and departure times.
Which hotel areas do you serve?
We arrange hotel pickups in Ocho Rios, Runaway Bay, Montego Bay, Negril, and Kingston. Provide your hotel name and location so we can confirm arrangements and the appropriate tour price.
Where and when will I meet my guide?
Your pickup time and meeting instructions are sent by both email and WhatsApp. Provide an accurate email address and WhatsApp number, including country code.
Are pickup times local time or ship time?
Pickup times use Jamaica local time. Your ship’s clock may differ; check with your ship and clarify any difference with us before your excursion.
How do you plan tours around cruise departure?
Share your ship’s arrival and departure schedule when booking so we can discuss a suitable itinerary and return arrangements. Follow the agreed meeting time and tell us promptly about schedule changes.
Preparing for Your Day
What should I wear and bring?
Requirements depend on the excursion. For water activities, ask about swimwear, towels, and suitable footwear. Check activity requirements before booking and bring any personal essentials you need.
What transport options are available?
Our vehicle options include private cars for up to 4 passengers, minibuses for 12–14 passengers, and Coasters for 22–24 passengers. Tell us your group size so we can discuss suitable transport.
Can we include shopping or a food stop?
Tell us what you would like to include. Stops depend on the itinerary and available time, particularly for cruise visitors. Meals are not included unless explicitly listed.
Is tipping required?
Gratuities are optional and are not included in the tour price.
Changes, Cancellations & Support
Can I change my booking?
You may request one complimentary date change at least 48 hours before departure, subject to availability and written confirmation. Price differences or disclosed third-party costs may apply. Further changes are at Fiwi’s discretion.
What is your cancellation policy?
Shared tours: full refund with at least 48 hours’ notice; 50% refund with 24–48 hours’ notice. Private, group and coach tours: full refund with at least 7 days’ notice; 50% refund from 48 hours to under 7 days. Later cancellations and no-shows are non-refundable. Disclosed non-recoverable processing fees may apply. Read our full booking policy.
What happens if a disruption prevents my tour?
If Fiwi cannot provide the agreed tour because of weather, safety or an operational disruption, you may choose a suitable alternative or a refund of payments for the affected booking, subject to applicable law and disclosed processing-fee terms. If your cruise ship skips the scheduled port or arrives too late for your confirmed excursion, our Cruise Confidence Promise applies. Please contact us promptly.
What if I have not received a reply or pickup instructions?
Check your spam or junk folder and confirm the email address and WhatsApp number you provided. Contact us with your name, tour date, and booking details if you still have not received the information.