We are here to help you find answers to your questions. Please check the frequently asked questions first. If you don't find an answer here, please contact our support.

Rough Guides tailor-made

Why book with Rough Guides Trips?

Our local experts live and work in the destination and have first-hand access to recommended experiences. Our experts will tailor your trip until it meets all your expectations and our easy-to-use booking system makes it simple for you to confirm the itinerary.

Can I customise my own trip?

Yes! Tell us about your dream trip in our request form and one of our friendly Customer Service agents will get back to you as soon as possible.

Do you book flights as well?

Our local experts can book local flights as part of your itinerary, but given the number of different options available for international flights we recommend you book these on your own.

Can I book as a solo traveller?

Yes you can! Yes select 1 under ‘Number of travellers’ in our enquiry form and we’ll do the rest.

How far in advance should I book?

We suggest you book at least four weeks ahead to ensure that the trip components you have requested are available. If your request is last minute, get in touch and we’ll see how we can help you.

I am planning to travel with children, do you offer special travel packages?

While we don’t offer pre-made packages at Rough Guides, your local expert will be happy to design a trip with children in mind.

What is included in the price?

Every trip itinerary indicates a list of inclusions and exclusions, such as accommodation nights, transfers, experiences, meals, and so on. All of our trips include access to a 24/7 emergency number in your destination.

Who organizes the tours?

Our local experts have been carefully selected by the Rough Guides team. They have extensive travel booking experience belong to reputable tour operators in their respective destinations. We continuously monitor the quality of our local experts to ensure excellent customer service. The Rough Guides platform facilitates the contact between you, the traveller, and the local tour operator. The booking contract will be entered between into these two parties, according to the terms and conditions of the tour operator.

Do I have to register to plan a trip?

To avoid any communication delays, we ask you to register with your email address and a self-chosen password, or either your Facebook or Twitter account, before placing a request. This makes it easier for us to get in contact with you.

Using the website and my account

How can I delete my account?

Please send an email to mail@roughguides.com with the subject ‘Delete my account’. Please make sure to send this email from the email address you used to register your account or provide your Facebook/Twitter handle in case of a Social Login.

How can I get a copy of all of my data?

Please send an email to mail@roughguides.com with the subject ‘Please provide a copy of my data’. Please make sure to send this email from the email address you used to register your account or provide your Facebook/Twitter handle in case of a Social Login. Please note that the process of compiling this data may take up to 40 days.

Do I have to register to use the site?

Nope. You can view all parts of the site, including our destination content, podcasts, articles and galleries, without registering to the site. We do need some details from you when you buy any ebook in the Shop though.

How do I change my password?

If you enter an incorrect password in the login page, you will receive an error notice. Click the 'Lost your password' link and enter your username or email. Check your inbox for the password reset email (subject: [Rough Guides] Password Reset) and follow the link to reset it.

How can I subscribe or unsubscribe from the newsletter?

You can subscribe to our newsletter at the bottom of each page, or on the Newsletter signup page. We'll treat you to 20% off your first ebook order if you do! To unsubscribe from the Rough Guides newsletter you can use the ‘unsubscribe’ link found at the bottom of every newsletter. Once this has been selected you’ll no longer receive our monthly newsletter.

I’ve found information on the website I think is wrong – what do I do?

We work as hard as humanly possible to keep the information on roughguides.com up to date, but occasionally things change or mistakes slip through the net. We’d really appreciate it if you drop us an email and tell us about any inaccuracies you've found, so we can speedily fix them.

Using the web shop

What is an ebook?

An ebook is an electronic version of a printed book which can be read on a computer or on devices such as an iPad, Kindle or Android phone. They offer all the quality and richness of our printed Rough Guides with extra portability and ease of access.

What is a watermark?

When you order a watermarked ebook we create a personalised copy of the file with your name applied visibly but discreetly on the document, along with an invisible identifier. These are known as watermarks and associate the file to you, the purchasing customer. Don't worry – we've made sure these identifiers contain absolutely no other personal information about you. This allows us to identify and minimise unauthorised copies in circulation without forcing unwieldy DRM (digital right management) onto our customers. No passwords. No hoops to jump through. Just the content.

How do I buy an ebook?

On any book page, click the orange ‘Buy’ button. This will add the product to your basket. You can click the orange ‘View Basket’ button to start the checkout process, or you can continue shopping. If you choose to continue shopping, you can access your basket at any time by clicking the basket icon on the main navigation bar and then clicking the blue ‘View basket’ button.

How do I download an ebook?

Once you have completed a purchase, we will send you an initial email to confirm the order. It will take us around 5 minutes to generate the watermarked ebook after which we’ll send you a second email with the download links to your ebooks. When the files are ready, you can also access them via the 'My ebooks' tab in the navigation, and you will be asked to log in (if you're not already). For more detailed instructions on how to download onto your device, please see our Download Instructions.

How do I choose the right file format for my device?

All our titles except the 'Phrasebook' series are available in two different formats: ePub and Mobi. This means that when you buy a title, you receive links to both formats, offering compatibility across your devices. 'Phrasebook' titles are available as ePub only.

  • ePub is compatible with a wide range of smartphones and devices (including PC, Mac, iPad, iPhone, iPod Touch, Android, Nook, Nook Color, Nook Tablet, Sony Reader and other eReaders)
  • Mobi is the native format for all Kindle eReaders and tablets (Kindle and Kindle Fire), and the Kindle app which is available on many devices

Note that Mobi-formatted books can also be viewed on iPhone, iPad, and BlackBerry devices, as well as personal computers, via the Kindle app. Other eReaders, however, such as the Nook and Sony Reader, cannot read Kindle's Mobi ebook.

What are the file restrictions?

You can make copies for your own personal use, but you may not give your files to other people or put the files on servers where others can read or access this content. You may not edit the files.

How soon after purchase will my file be available?

When you place your order, we immediately begin processing your file to personalise it. This process takes between 5 and 10 minutes.

How long will my file be available?

Almost forever. Your watermarked file will be available for 7 days after the date of purchase via the 'My ebooks' tab, which is available in the navigation once you have logged in. After 7 days the file will 'expire', but with one click you can regenerate your file. Files expire so we do not have to store every file ever purchased – our garage is only so big. The expiration and regeneration model allows us to keep things nice and tidy while still making sure you always have access to your digital products. One exception to the rule is that if a product ever goes out of print, we are obligated (by contract) to stop vending it. So in those cases you will not be able to refresh your file.

How long does the regeneration process take?

File regeneration generally takes a couple of minutes. After clicking "Get a new file" you will see a status indicator, and links will be active again when the process is complete. You may need to refresh your browser to see this.

Can I read a sample first?

Most guides in the Shop have a 'Look inside' icon on the image of its jacket. Click this to get a sample of the ebook.

Can I buy a printed guidebook?

You can buy paperback guide books by clicking the links to our affiliate partners from product pages in the Rough Guides Shop as well as purchasing guide books directly from all leading bookshops and retailers.

Can I buy a gift certificate for an ebook?

We don’t have this functionality yet. If you are keen to have this on the site, please contact us at mail@roughguides.com to let us know!

Can I share my ebook files?

When you purchase an ebook, that copy is designed for your own personal use. While you can copy an ebook file for use on another device you own, such as a portable eReader or smartphone, you cannot share copies with other people. You also cannot sell used ebooks; ownership is yours only, and cannot be transferred. Our ebooks are embedded with personalised watermarks that help us identify any unauthorised copies found online.

Are your books available in other languages?

At the moment, our ebooks are only available in English.

I am having issues with my download – what shall I do?

Please contact us at mail@roughguides.com and we will help!

How can I get future updates?

Files are updated if there are changes and/or corrections. If your file has expired, regenerating it ensures you'll be getting the most up-to-date version of the file. Go to the 'My ebooks' section to do this.

General Questions

Who Owns Rough Guides?

Rough Guides are roughguides.com are fully owned and operated by Apa Digital AG, Siebnen (Switzerland). The company is incorporated under Swiss law, with its office at Bahnhofplatz 6, CH-8854 Siebnen. The company is registered in the Commercial Register of the Canton of Schwyz, registration number CH20.3033.676. Apa Digital AG is part of the Apa Publications Group

Where can I find information on the destinations you cover?

Our destination pages contain useful information about each of the places we cover. We’ve selected all the essential info you need before you go, like currency, culture, weather and more. For more detailed information you can purchase one of our guidebooks or e-books in our online shop.

You seem to know what you’re doing – fancy making me a custom Rough Guide?

We’d love to! Ping an email to sales@roughguides.com and tell us about your project.

Why don’t you publish a guide to [your destination of choice here]?

We produce guides to hundreds of destinations, usually where we feel travellers will get the most out of the destination by using a guide, based on our experiences travelling there. But we’re always reviewing our coverage, so just drop us an email and tell us what guides you’d like to see us publish.

What are you doing with my data?

We’re a private lot here at Rough Guides and we understand you are too, so we don’t generally disclose personal information we’ve collected from you to third parties. We may, occasionally, work with another site – but we’ll always tell you that the data we’re collecting from you will be shared if that’s the case, and you can let us know if you’re not happy for it to be. If you want to read more about this, check out our full privacy policy.

How can I contact you?

Via the Contact Us page.

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updated 4/9/2021
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