FAQ

If you have questions, we have answers!  Feel free to contact us with any questions that may not be answered below. 

1.  How are your experiences priced?

The services of each Key2MIA experience is per person as these are private tours. Rates are based on certain criteria the company pays in advance, such as entrance fees, equipment rentals, etc. Please contact us for any group tours and experiences. 

2.  How do I book an experience?

Booking an experience with us is simple! Please refer to the home page on the steps to book your customized experience. 

3.  My desired tour date is not available.  What should I do?

Contact us directly as we may be able to find an ambassador to accommodate your requests.  

4.  Once my experience is confirmed, how do I contact my local ambassador?

For anything non-urgent, contact Key2MIA directly via phone/text or email.  We will resolve ensure that the message is communicated to your ambassador prior to your experience.  For urgent matters, please contact your ambassador directly.  A contact number is included in your confirmation email.

5.  After I have booked my experience, can I add others?

Adding others to your experience after booking is dependent upon the ambassador's ability to accommodate your request, especially if factors such as transportation are involved.  To avoid having to rebook your experience, please contact Key2MIA to add any new members to your party.   

6.  Is it necessary for me to tip my local ambassador?

All of our local ambassadors are entrepreneurs so it is not necessary to tip your local ambassador.  However, if you feel that they have done an amazing  job at providing you with a quality experience, feel free to leave a gratuity as well as a raving review of your time with them.  

7.  My ambassador hasn't responded to my messages.  What should I do?

If it has been more than 48 hours, please contact Key2MIA directly.  Be sure to include: your name, the email you used to book your experience(s), and the name of your ambassador. We will assist in facilitating prompt email contact between yourself and the your ambassador; however. we do ask that you take into account that that during the peak travel seasons, response times from our local ambassadors will be dependent on volume of inquiries and bookings. The majority of our local ambassadors perform their administrative duties during their off-hours in order to deliver the very best tour experience possible.

8.  Do you work with travel agents?

We work with several travel agents across the U.S. (thanks for asking)! Please ask your travel agent to visit our Travel Agent page to register so that everyone can take advantage of exclusive offers from Key2MIA. 

9.  What type of payments do you accept?

We accept: VISA, MasterCard, American Express, and Discover.  For international clients, we also accept wire transfers.  Cash App, Paypal and Venmo are also accept methods. 

10.  How do I get a refund?

Refunds may be eligible based on certain criteria.  Please see our cancellation policy for more information on refunds. 

11.  How are exchange rates calculated?

The default currency for all of our experiences is USD. 

12.  Can  put down a deposit?

If you have scheduled your experience(s) at least 30 days in advance and the total cost is more than $200, a deposit can be made.  All deposits are 20% of your total cost.  The remaining balance is due 7 days prior to your scheduled experience(s).  This must be done over the phone with a Key2MIA representative or we can provide a secured link via email. 

13.  How do you ensure safety on an experience?

When traveling anywhere, there s always an element of risk involved.  For this reason, we suggest that consider purchasing adequate medical and/or travel insurance prior to your trip.  Of course, during your experience, your safety is our top priority.  If at any time you feel unsafe, please notify your local ambassador immediately.  At your request, your guide-partner will return you to the agreed ending point by the transportation method(s) set out in the description for your experience. Key2MIA will reach out to both you and your ambassador regarding your experience.  

14.  How are your local ambassadors selected?

Local ambassadors go through an interview process which includes a background check and an onboarding process once hired.  We want to ensure that you fully enjoy your experience, so each local ambassador also works closely with Key2MIA for each tour listed on our site.   

15.  What should I do if my ambassador is not at the meeting location?

If your local ambassador is not at your meeting location, please call and/or text your ambassador.  Traffic and/or unforeseeable circumstances may arise, but your local ambassador will notify us or you to communicate this should the situation arise.  Should you be unable to contact your local ambassador, please contact Key2MIA immediately.  

 

Have Questions? We Have Answers! +1 (305) 340-5058 • Monday - Friday 9AM - 5PM EST

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