Follow

Guiding standards

Accuracy

Guests need to get a sense of who you are and what your listing has to offer before they'll feel comfortable requesting a booking. Creating a profile and accurate listings will attract guests and set their expectations.

Your Personal Profile

Your Nonlocal profile is the first opportunity you have to introduce yourself to guests and get them excited about touring with you. Use a photo that clearly shows your face, share some details about your touring style, and add a fun fact about yourself.

Your Listing Information

Use high-quality photos, write a detailed description of the tour, select the correct software and hardware types, and highlight photo and souvenir opportunities.

Pricing

Guests will evaluate the value of your listing, so it's important to set a price that balances expectations with what your listing has to offer. When you're setting your price, start with looking at nearby listings or similar listings around the world. You can always set different weekend and weekday rates by making two listings for the tour, or adjust your prices to match seasonal trends. If you're a first-time guide, consider lowering your rate so that you can get that first booking, gain some experience, and start developing your guiding style.

Communication

It's important to respond to booking inquiries and requests within 24 hours in order maintain your response rate. Before you confirm a booking, get to know your prospective guest to see if you're a good fit for one another. If their plans don't match your touring style or what your tour has to offer, just decline the booking promptly.

Every time a guest reaches out—whether you have a booking with them or not—it's important that you respond quickly. Timely responses show guests that you’re an attentive and considerate guide, but it's not the only thing that matters. Make sure you maintain a helpful and polite tone, and find opportunities to personalize your communication so that you can build trusting relationships with other members of the Nonlocal community.

When you have a confirmed booking and a scheduled time, you should communicate with your guest on the day of the tour before it begins.

And of course, if something about your tour has changed since the time you confirmed a booking, communicate it in advance. If part of a landmark is closed for renovation, your guest deserves to know.

Availability

Keeping your listings available is an ongoing commitment. It's important to make sure that you are available to give tours for open listings within 30 days of accepting the booking.

If you decline a booking request because you've accidentally made your listing available when it isn't, be sure to close your listing and let the guest know you're declining because you can't book the dates they requested. Reopen your listing when it is available again.

Commitment

When you confirm a tour with someone, they're trusting you to take care of their needs. That's why it's important to make sure you are able to commit to a guest, before accepting a booking.

If the unexpected happens and you can't avoid canceling an accepted booking, follow these guidelines:

  • As soon as you understand that you have to cancel, let your guest know right away. This will give you both as much time as possible to find a new date and time, or for your guest to find another guide.
  • Be empathetic when you tell your guest that you need to cancel and not reschedule, and do it with a kind, thoughtful tone. You'll need to refund the payment within Paypal to initiate the refund process.
  • If you know other guides in your area, consider asking them if they can accommodate this guest’s tour and offer to make an introduction.
Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

0 Comments

Article is closed for comments.
Powered by Zendesk