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FAQ

Here is a list of common questions we often get regarding our services.
If your questions is not listed below please do not hesitate to contact us and we will be happy to assist you.

General questions:

  • On what days are your transfer and tour services not available?
    Our services are available 24/7. We also operate on all holidays.
  • Do you offer any senior citizen or veteran discounts?
    Sadly we do not offer any discounts for senior citizens or veterans.
  • Do you offer any discounts for children?
    Children under 12 years of age receive a 25% discount on all our services.
    Children under the age of 2 are free of charge but must be held on your lap in case there are no empty seats available.
  • Do you have child seats or booster seats available?
    Child and booster seats can be rented for all our services. The cost for this is US$ 15.00 per seat. If you would like to include a child or booster seat please contact us at least 48 hours in advance.
  • How long will it take to receive an answer to my message or a confirmation to my booking?
    You will receive a reply and/or confirmation from us within 24 hours.
    If you do not receive a reply or confirmation within 24 hours please check your spam / junk folder and if it is not there either please contact us.
    NOTE: Our office is closed on Sundays and holidays (transfers and tours are still operated on these days) and messages received on these days will not be replied until the next working day.
  • How long in advance should I make my reservation?
    Reservations need to be made at least 24 hours in advance. Reservations made less than 24 hours in advance are likely to be declined pending availability.
  • How do we contact you in case of an emergency?
    In case of an emergency it is always best to contact us by phone to ensure we can assist you as quickly as possible.
    Emergency number: +(297) 585-6730

Transfer questions:

  • How often does your shuttle bus depart from the airport?
    Each flight we have passengers on will receive a dedicated vehicle. When booking our shared shuttle transfer it is possible that you will have to wait on other passengers from the same flight. Wait time for this is usually only approx. 15 minutes.
  • How many stops are made during your shuttle transfer?
    This depends on how many passengers and how many different hotels we have for that specific transfer.
    Although this can vary greatly it is usually never more than 5 stops and the average would be 3 stops.
  • Do you offer your transfer service to all hotels?
    Our shared shuttle service is offered to all hotels in Oranjestad, Eagle Beach, Palm Beach and Noord.
    If you are staying at a small hotel, apartment or condo which is not in these areas one of our private transfer services will need to be reserved.
  • How can I find you at the airport when I arrive?
    After claiming your luggage and going through Aruba customs a representative will be awaiting you outside the luggage claiming area holding either a sign with your name for private transfers or the EL Tours sign for our shared shuttle service.
    There is only one exit so this process is very easy and it is almost impossible for you to miss our representative.
  • Where should I wait for my departure transfer?
    Your departure transfer will take place and the time specified outside the lobby of your hotel.
    If your driver is not there 5 minutes after your transfer time please call our office.
  • Do I need to reconfirm my return transfer?
    If you have received a departure transfer pick up time this is not needed.
    However it is still recommended you reconfirm this time at least 24 hours in advance.
  • What is the duration of the transfer?
    Transfer times can vary greatly depending on which hotel you are going to, traffic at the time, etc.
    For our shared transfer service you can expect a transfer time anywhere from 15 minutes to 45 minutes.
    For our private transfer services you can expect a transfer time anywhere from 10 minutes to 30 minutes.
  • What vehicle types do you use and how many passengers do they seat?
    We have multiple vehicles of the following types available:
    – Hyundai Universe Space motor coach (49 passengers with or without luggage)
    – Ford Transit Mini-bus (13 passengers with or without luggage)
    – Hyundai H-1 Mini-van (10 passengers without luggage / 7 passengers with luggage)
    – Lincoln Navigator / Cadillac Escalade (6 passengers without luggage / 4 passengers with luggage)
  • Can I book your transfer at the airport when I arrive?
    By law we are not allowed to take booking or payment at the airport.
    All services must be reserved and paid for in advance.
  • Do you offer wheelchair transportation?
    Although we do not have a vehicle capable of transporting a person in a wheelchair we are able to arrange this service for you with a third party. Please contact us for rates and availability.
    If the passenger is able to step into the vehicle with minimal assistance and the wheelchair is collapsible special transportation will not be needed.
  • Do you offer transfers to the cruise terminal?
    Transfers to and from the cruise terminals are only available for our private transfer services.
    This service is not available for our shared shuttle service.
  • Can we make a stop at a grocery store, flee market, etc. during the transfer?
    Extra stops can only be made on our private transfer services.
    Additionally we need to be advised of this in advance and there is a waiting fee of US$ 15.00 for every 15 minutes.
  • Can you have a sign with my name when I arrive in Aruba?
    Custom signage is included for all our private transfer services. You are free to decide what you would like the sign to say.
    Simply add a note of this when making your reservation.
    Custom signage is not available for our shared shuttle service and client should look for the EL Tours sign.
  • What time will I be picked up for my departure transfer to the airport?
    The airlines request you be present at the airport at least 3 hours before your flight departure time. Pick up time will be confirmed when you arrive in Aruba. Please reconfirm time at least 1 day before departure. This pick up time is usually approx. 3 hours and 30 minutes before your flight departure time.
  • I want a late pick up time is this possible?
    If you have reserved a private transfer a later pick up time can always be requested but we can not be held responsible if you are late at the airport.
    For our shared shuttle transfer there is only one pick up time.
  • Can I include some bottled water for our transfer?
    Extra inclusions are only available on our private transfer services or for private groups.
    We can include bottles water, soft drinks, beer, flowers, small gifts, etc.
    Please contact us for a quote.
  • I am switching hotels during my stay can I be dropped off at one hotel and pick up at another?
    Yes this is not a problem just make sure to make a note of it when making your reservation.
    It is also recommended you reconfirm your transfer at least 24 hours before departure to ensure you are picked up at the right hotel.

Island Tour questions:

  • Is pick up and drop off for the island tour included?
    Yes the tour includes pick up and drop off at your hotel our cruise ship.
  • Is this tour suitable for all ages?
    Yes this tour has no age restrictions but is best enjoyed by children older than 12.
  • What should I bring on tour?
    – Camera
    – Sunblock
    – Hat and sunglasses
    – Some cash for restrooms and anything else you might want to buy at the stops.
    – Towel and swim suit if you are joining the Explore Aruba Tour.
  • How should I dress for this tour?
    We recommend comfortable clothes and sensible walking shoes or sneakers. Sun glasses and sunscreen are also suggested.
  • Are there any restrictions for this tour?
    Guests must be able to walk over paved as well as uneven packed dirt surfaces, some with inclines.
  • Are child or booster seats available for the island tour?
    Child or booster seats can be included at a rate of US$ 15.00 per seat.

Jeep Safari questions:

  • What Jeeps do you use on the Jeep Safari?
    The jeeps that are used are FOUR door 4×4 Jeep Wranglers that can seat up to 4 passengers.
    The Jeeps have removable tops so you can either have an open Jeep or put the top up if you would prefer the shade.
  • Can I drive my own Jeep?
    Yes on our tour you have the option of driving the Jeep.
  • Is the Jeep standard or automatic?
    All our Jeeps are automatic transmission.
  • We are only two persons will we have to share the Jeep with others?
    Yes if you are two persons you will be paired up with another couple to share the Jeep. If both couples would like to drive you will take turns driving the Jeep.
  • Can I get a private Jeep?
    This is also possible but you would need to purchase all 4 seats in the Jeep to get a private Jeep.
  • How old do I need to be to drive?
    All drivers must be at least 21 years old and have a valid drivers license from their country of origin.
  • Can I drink alcohol on this tour?
    Although alcohol is not offered on this tour it can be purchased at the different stops.
    If you intend on driving during the tour alcohol consumption is not allowed!
  • What is the terrain like on this tour?
    A majority of this tour is on dirt roads that can be a little bumpy at times.
    A small part of the tour is over rocky and hilly terrain which can be intimidating at times but we take our time and we will only take routes we are comfortable with to ensure your safety.
  • Does your tour go to the Natural Pool?
    For safety reasons our Jeep Safari no longer visits the Natural Pool.
    Every year there are many accident on the road to the Natural Pool and at the Pool itself.
    It is very difficult to receive medical treatment in this area and keeping your safety in mind it was decided to no longer visit the Pool.
  • What should I bring on tour?
    – Camera
    – Sunblock
    – Hat and sunglasses
    – Some cash for restrooms and anything else you might want to buy at the stops.
    – Towel and swim suit if you are joining the Full Day Jeep Safari.
  • How should I dress for this tour?
    As the dirt roads taken may be dusty, we recommend comfortable clothes that may get dusty and sensible walking shoes or sneakers. A scarf / bandanna may be appreciated and sun glasses, sun screen are suggested.
  • Are there any restrictions for this tour?
    Guests with neck, back or hip ailments and pregnant women should not participate.
    This tour is not suited for children under 6 years of age or for the elderly.

    guests joining the Jeep Safari should be in good physical condition.

Cancellation policy:

  • Cancellations made at least 48 hours in advance receive a full refund.
  • Cancellations made less than 48 hours receive a 50% refund.
  • Cancellations made less than 24 hours in advance are non-refundable.
  • If you are arriving on a cruise ship and your ship cancels it’s stop in Aruba for whatever reason you will receive a full refund even if we are notified of the cancellation less than 24 hours in advance.