Frequently Asked Questions
Have a question about one of our tours? There's a good chance you can find the answer you're seeking in the below list of frequently asked questions! Not seeing the answer to your question? Contact us at firstname.lastname@example.org or 313.962.4590.
Q: Do you operate in all weather conditions?
A: Heatwave, snow, rain, beautiful day…the short answer is yes! Many of our tours are conducted outside – so you need to be prepared for the conditions on the day. We go out in all conditions – so it’s up to you to judge if you’d like to as well! The guides will adjust the tour routes to try to make it more comfortable.
Q: Can I postpone or cancel my custom tour?
A: Please click here for our full list of policies and procedures for custom tour experiences.
If you need to postpone your custom tour, simply amend your booking with your DXF coordinator. If there is room available on another day, then transferring your booking should be easy – however, if we booked transportation for the tour you may be charged a cancellation fee for the rental if communicated according to the policy of the transportation provider. If you postpone under 24 hours from the tour, we will be unable to issue you with a refund.
If you need to cancel, simply reach out to your DXF coordinator at least two weeks before the tour departs - we do not offer refunds on deposits but can use your payment as a credit toward a future experience. If you do not show up or miss the tour completely, we will be unable to issue you a refund, and the full tour fee will be incurred.
Q: Can we visit other museums during the tour, such as the Motown Museum or Detroit Institute of Arts?
A: We really recommend visiting the Detroit Cultural Center and Motown Museum, many of which have guided tours lead by their employees. Due to the length of the museum visits, we recommend that groups do the Cultural Center or Motown Museum tours either before or after their Detroit Experience Factory tour so that time during the bus rental is not required while the group is in the museum.
Q: Is a deposit or pre-payment required to secure my custom tour experience?
A: To officially reserve the date and time, we do require a 50% partial invoice deposit payment, which can be paid through our online invoice system. You will receive this invoice in your email from your DXF Coordinator, once you finalize your planning.The remaining balance must be paid before the actual experience date.
Q: I purchased tickets for my public tour, and can no longer attend. Can I get a refund?
A: Unfortunately, we are not able to issue a refund on public tour tickets once they've been purchased as most of these tours we've made arrangements with the tour stops and vendors for all tour attendees. If you cannot make the tour, please reach out to our office at email@example.com to use your ticket purchase toward another public DXF tour.
Q: Do we get to get off of the bus on your bus tours? (Private and Public Tours)
A: Yes, our bus tours typically include 2 or 3 opportunities to get off of the bus and see landmarks in person
Q: Are we able to begin or end our tour at a spot of our choosing? (Private Tours)
A: Yes, we are able to accommodate most pickup and dropoff destinations for both walking and bus tours. For bus tours, we will not send a tour guide out to destinations outside of Detroit city limits to meet the group, but we can arrange a bus to pick up your group and then head directly to pick up our guide at our office - 440 Burroughs St. Detroit, MI 48202
Q: If we add an additional few people from the original quote provided, will there be a difference in cost? (Private Tours)
A: Yes, each of our experiences are priced based on headcount, staffing needed, etc. We request a solid headcount at least two weeks in advance of bus tours and a week out from walking tours.
Q: Can we tour multiple neighborhoods without a bus? (Private Tours)
A: Generally, no. Detroit is laid out in a way that exploring more than one neighborhood without transportation between would be extremely challenging.
Q: Our tour is on XX date, can we get the contact information for our guide now? (Private Tours)
A: (Depending on date) Yes, we try our best to provide tour guide’s contact information 24-48 hours before your tour experience - please refrain from contacting them before the day of your tour, as these are their personal numbers. We generally staff our tours about a week in advance of the experience date.
Q: Is a gratuity included? (Private and Public Tours)
A: On private and public tours, gratuity for the tour guide and shepherd is not included. If your tour includes bus rental, a tip for the bus driver is included.