FREQUENTLY ASKED QUESTIONS
General FAQs
Meeting Point & Check-In
All of our Christmas tours begin in the heart of Times Square—one of New York City’s most iconic and festive locations during the holiday season.
Meeting Address:
📍 220 W 45th St, New York, NY 10036
This is right in front of the Starbucks on 45th Street, located midway between 7th and 8th Avenue. The Starbucks is directly under the pedestrian tunnel of the Marriott Marquis Hotel and across from Junior’s Cheesecake Restaurant—a clear and easy-to-find location.
Our My Christmas in New York team will be there 30 minutes early, holding our recognizable yellow umbrella so you can spot us easily.
If you’re unsure where to stand, just come up to our staff—we’ll guide you to the correct check-in lane and answer any questions. If you don’t see other guests or team members, you’re likely in the wrong spot. We welcome hundreds of guests every day—if you’re in the right place, you’ll know it!
Please arrive 15 to 20 minutes before your scheduled departure time. This helps ensure a smooth check-in process and an on-time departure. Our My Christmas in New York team will be there 30 minutes early, holding our recognizable yellow umbrella so you can spot us easily.
If you’re unsure where to stand, just come up to our staff—we’ll guide you to the correct check-in lane and answer any questions. If you don’t see other guests or members of the My Christmas in New York team, you are not in the correct location. We welcome hundreds of guests every day, so if you’re in the right spot, you’ll know it!
The tour departs exactly at the time listed on your booking. Due to NYC traffic and the tight schedule, we cannot wait for late arrivals. If you arrive late and the tour has already departed, we’ll do our best to rebook you on another available date, but this is not guaranteed as most of our tours sell out in advance. In some cases, a rebooking fee may apply.
Just bring your digital or printed booking confirmation. At check-in, we’ll ask for your name, and since we have the full manifest, you’ll be quickly checked in. We’ll only ask to see your confirmation if there’s any doubt (for example, to confirm your seating or group allocation).
Transportation & Accessibility
We use coach buses and luxury minivans, depending on the tour. All vehicles are heated and comfortable. You’ll find the exact type of vehicle specified on each tour page and in the tour-specific FAQ section below.
You can bring a small bag, non-alcoholic drinks, and light snacks. Small foldable strollers and small to medium luggage are allowed. Strong-smelling food, alcohol, drugs and pets are not permitted.
Yes, but only small to medium luggage and foldable strollers. Storage space is limited, so please pack light and compact.
Unfortunately, our tours are not suitable for wheelchair users or individuals with mobility issues due to walking segments and crowded sidewalks. Our vehicles are not equipped for wheelchair access.
For the comfort and safety of all passengers, no pets or animals of any kind are allowed, including service animals.
Guests & Language
All tours are conducted exclusively in English.
Absolutely! Children of all ages are welcome. Children under the age of 2 ride for free if seated on a parent’s lap (no seat reserved). Discounted tickets are usually available for children—check the booking platform for current pricing.
We do not offer senior discounts.
Yes, absolutely, we welcome everyone, including elderly guests. However, please note that our tours often involve walking, sometimes through busy or uneven sidewalks. If you or someone in your party has mobility concerns, these tours may not be suitable.
Tickets & Booking
Yes! Our tours often sell out weeks and even months in advance, especially during the peak holiday season. We recommend booking as early as possible to secure your preferred date.
You’ll receive a confirmation email right after booking. No need to print anything—just show your email or ticket on your phone at check-in.
Check your spam/junk folder first. If you still can’t find it, just email us at info@discovernyc.tours or send us a WhatsApp text at +1 (332) 733-7705 and we’ll be happy to resend it.
No. Our tours are ONLY sold directly through us. If you buy from another site, it’s not our company, and we cannot assist or guarantee the experience. Always book via our official website or links from @MyChristmasinNewYorkCity.
Seating & Service
Seats are assigned on a first come, first served basis within each category. Priority seats are the first few rows of the vehicle and must be purchased at a premium. The number of priority rows varies depending on the vehicle type.
Tips are not included. If you had a great experience, gratuities for your guide and driver are always appreciated!
Weather, Traffic & Timing
All our Christmas tours run in all weather conditions — rain, snow, or sunshine. Please dress appropriately for the weather. What to bring? Comfortable walking shoes, warm winter clothing, an umbrella in case of rain, and anything else you need to stay properly dressed for winter in New York City.
If required and in rare cases of extreme weather, we’ll contact you with updates in advance and ensure you are rebooked or refunded.
You must email us at info@discovernyc.tours to request a cancellation or rebooking. Rebooking and cancellations requests received via WhatsApp texts, voice messages or through Instagram are not considered valid. Don’t worry if we don’t reply immediately—what counts is the time you sent your email. As long as you’re within your cancellation window, we’ll honor it.
Traffic in New York City is extremely unpredictable and can vary day by day. While we always plan our routes carefully and work with experienced drivers, traffic is something that no tour operator can fully control. We always strive to keep the tour running smoothly and on time, but occasional delays can happen, especially during the holiday season.
We do not recommend scheduling any fixed appointments or activities right after the tour. All our tours involve transportation by vehicle, which naturally comes with some uncertainty due to traffic conditions. While we always aim to finish on time, delays can occur, and we cannot guarantee an exact end time. For your peace of mind, it is best to keep your schedule flexible after the tour.
OPTION 1: FREE / STANDARD CANCELLATION up to 72 HOURS before YOUR TOUR DEPARTURE
If you cancel up to 72 hours (3 days) before the start of your tour, you will receive a full refund of your ticket price at no extra cost. For example: If your tour is scheduled for December 5 at 4:30 PM, you can cancel and receive a full refund of your ticket price until December 2 at 4:30 PM. After this deadline, the tour cannot be cancelled or rescheduled, unless you purchased the additional Booking Insurance option as per below.
OPTION 2: CANCELLATION up to 24 HOURS before YOUR TOUR DEPARTURE
If you purchased the 24-Hour Booking Insurance (20% of your ticket price), you can cancel and receive a full refund of your ticket price up to 24 hours before your tour starts. Example: If your tour is on December 5 at 4:30 PM, you may cancel up to December 4 at 4:30 PM and receive a full refund. This insurance must be purchased when buying your ticket and cannot be added later.
‼️ IMPORTANT ‼️
To cancel your booking, you must send an email to info@discovernyc.tours. Due to the high volume of messages, cancellations are not accepted via Instagram or WhatsApp—only email.
Don’t worry if you don’t get an immediate reply—the timestamp on your email is what we use to determine whether your cancellation was sent within the valid window. As long as your email was sent on time, your request will be honored.
Please note: Only the ticket price is refundable. Booking Insurance fees, administrative fees, and taxes are not refundable, even when you cancel within the allowed window.
Yes! At checkout, you can add an optional Flexible Cancellation for 20% of your ticket price. This allows you to cancel up to 24 hours before the tour for a full refund of the ticket price. Only the ticket price is refundable. Booking Insurance fees, administrative fees, and taxes are not refundable, even when you cancel within the allowed window. Please note that this option must be purchased at the time of booking—it cannot be added later.
Unfortunately, no refunds are provided for cancellations made after the policy deadline, even for personal emergencies. Our cancellation policy is based strictly on the timeline to ensure fairness for everyone.
Refunds typically appear in your account within a few business days. If you paid with a non-U.S. card, allow a bit more time due to international processing.
Contact
The best way to reach us is via:
- Email: info@discovernyc.tours
- WhatsApp (text only): +1 (332) 733-7705
Please do not message Marco directly on Instagram—he receives hundreds of messages daily and won’t be able to respond based on urgency. Our team works hard to reply to every request within 48 hours.
TOUR-SPECIFIC FAQs
Holiday Spirit in Manhattan Tour
Yes. Guests aged 21 and over must show a valid ID at the entrance. Please don’t forget it, as entry may be refused according to the rooftop’s internal rules.
Yes, children are welcome every day except on Fridays and Saturdays after 7:00 PM. If you are joining our tour with kids and would like to visit the rooftop bar, please book on any other day of the week.
No. Our tour includes skip-the-line access and no cover charge, but not a reserved igloo seat. The rooftop does not accept reservations unless it is for groups of over 20 people. However, the igloos are large, each seating more than 20 guests, and there are many available. You will always find a place to sit and enjoy.
This tour includes skip-the-line access (normally $35) and waives the rooftop cover charge (usually $15–25). You’ll also enjoy a fully narrated experience, both on the warm bus and during the guided walks. With a dedicated driver and guide, you travel comfortably between stops and explore each location with insider commentary.
Out of the 4-hour tour, you’ll have about 45 minutes at the Union Square Christmas market to shop, a 45-minute moderate walk in the Financial District, and a 30-minute stop at Hudson Yards. The rest of the time is spent on the bus. The balance makes it an enjoyable mix of walking and relaxing, indoors and outdoors, at a comfortable pace.
Dyker Heights Christmas Lights Tour
Your tour guide will give you a voucher on the day of the tour. It is valid not only that same day but also for several days afterward, giving you flexibility to enjoy it when you prefer. The validity range will be indicated on the voucher.
Officially, Bryant Park Winter Village closes at 8:00 PM. However, from experience, many independent vendors stay open longer due to the evening crowds. This means you’ll usually be able to stroll, shop, eat, and enjoy your free hot chocolate even after the official closing time.
The tour includes a one-hour guided walk through Dyker Heights at a moderate pace. The route is a loop with your tour guide, along crowded streets that can be slightly uphill or downhill. You should feel comfortable walking for one hour. There is also a 30-minute stop in DUMBO, which involves only light walking. The rest of the tour is spent on the bus, traveling between Manhattan, Dyker Heights, and DUMBO.
You will walk. During the holiday season, the streets of Dyker Heights are closed to large vehicles and are police-patrolled. The bus will drop the group off, and after the one-hour walk, it will pick everyone up again.
If you choose the coach bus option, yes, there is a bathroom onboard. The luxury minivan option does not have a bathroom.
You’ll travel in a warm, comfortable vehicle (coach bus or minivan) with live narration from your guide both on the bus and during the walk. The second stop in DUMBO offers stunning nighttime views of the Manhattan skyline. Plus, every participant receives a free hot chocolate voucher included with their booking.
Christmas Morning in Manhattan Tour
Out of the 3-hour tour, about 2 hours are spent walking, spread across several stops. The walks are at a relaxed pace and broken into shorter stretches. The tour offers a nice balance between time on the bus and time outside, with both indoor and outdoor stops.
This tour highlights Midtown’s most iconic Christmas decorations and holiday windows. The focus is more on festive displays than on sparkling lights. Still, the Rockefeller Center Christmas Tree remains lit after its lighting ceremony and looks especially magical before dawn.
The tour lasts about 3 hours. At the end, you’ll be dropped off at Papillon, where your guide will assist to ensure smooth skip-the-line entry and table seating.
With every booking, you automatically receive skip-the-line access or early entry before official opening hours. You don’t need to arrange anything; your table will be reserved for you. Tables are allocated per booking, not by tour group. For example, if your booking is for 4 people, you’ll have your own table for 4. If you are part of a larger group that booked separately, let us know in advance so we can make a note and inform Papillon to seat you together. You’ll sit in the beautifully decorated main area of the restaurant; there is no separate room for our tour participants.
Your table is reserved immediately after the tour, for 1.5 hours. This is standard practice in most New York City restaurants.
No. Food and drinks are ordered and paid for directly at the restaurant.
Walk-in lines can stretch from 1 to 3 hours during the holiday season, especially on weekends. Since Papillon does not take reservations in December, our skip-the-line access is an exclusive perk made possible through our direct partnership with the restaurant.
