FAQ - Traveler
What is Guidilo?
Guidilo is an on-line community that connects travelers from all around the world with local people to share their hobbies and interests in a unique way that goes beyond the traditional tourist concept. It is a marketplace where you can find, book and also offer your own experiences and unique activities. On the Guidilo website you will find the following terms:
Local = a local resident, a kind of “guide“, who knows very well his city and wants to show the city’s charm and uniqueness to others – the travelers. He also has an interesting hobby, passion or talent that he doesn’t want to keep only to himself but wants to share it.
Traveler = a visitor of the city who wants to learn something different, discover something new and experience the city from a different perspective – through the eyes of local people, in a friendly company and without traditional tourist habits.
Experience = an activity, action, hobby that a local person wants to share with a Traveler – that could include taking him to his favorite café where they make the best coffee in town, taking him to see a concert or a sport match, recommend bargain stores or simply go out partying. It is all about having fun in a good company...
What is the story behind the name Guidilo?
The name Guidilo comes originally from the Esperanto language from the word “gvidilo“ which means “guide“. In order to simplify the pronunciation, to make it easier to remember and to specify our services we decided to connect the English words Guide and Local and thus our name Guidilo was created.
Guidilo wants to highlight the local atmosphere and local people, passionate about their home town, and to transform any moment into an unforgottable and inspiring experience.
Where does Guidilo operate?
We are currently only operating in Prague (Czech Republic) but we are planning to expand to other cities in the Czech Republic and abroad.
Can I trust the offered experiences and locals? Is it safe?
Although anyone is allowed to list an experience on our website, we take our client’s security and the quality of the experiences very seriously; we test our locals and the experiences offered by them and we make sure they’ve got what it takes to provide a high quality service. We usually meet them personally to learn more about them, why they want to be listed on Guidilo and what they have to offer. We are always searching for qualified and unique individuals and we are proud of every local we have chosen. And it’s not just our word - you can get to know our locals better by checking their profiles or by reading comments left by other travelers. Additionally, to protect you from a fraud, all payments are made through a secure payment gateway and we keep a hold on your payment for 24 hours after the completion of the experience, in case anything goes wrong (you have 24 hours to contact us before the Local gets paid for his service).
Can I have questions about an experience before I make a payment?
Of course! If you have any question regarding any experience, just click on “Ask a Question” on the page where the experience is listed and send us your message. We’ll get back to you via e-mail ASAP.
What if there are no available dates for the experience I’m interested in?
You can contact us at email@example.com and make a request for a specific date and time of the experience you are interested in. We will be happy to answer any questions you might have and we will do our best to find other alternatives for you to have the perfect experience!
What are the steps for making a reservation?
Our website search functions and filters will help you easily find those experiences that best fit your interests and preferences.
If you like the content of an experience and decide to book it, first you will need to fill out the total number of travelers, the time slot you are interested in and then click on the “Book Now” button.
After reviewing your order you will be redirected to our secure payment system where you can choose to pay by different types of credit cards. After entering your payment details you will finish your purchase.
Your booking is completed once you receive an e-mail confirmation with your full itinerary, your Local´s contact details, and any other notes the Local has shared, e.g. what to bring with you.
What happens after I have completed my booking?
After completing your booking you will receive a confirmation e-mail with your booking details including the Local’s contact information. Within 48 hours after the booking confirmation, the Local will get in touch with you to reconfirm your meeting point and time. Do not hesitate to contact your Local yourself anytime if you have any doubts or questions. Also please remember to put in your suitcase all items recommended by the Local (see the section “Additional information” for the chosen experience) to be able to fully enjoy your experience!
When and how do I pay for the chosen experience?
Upon making a reservation on Guidilo website, you will be asked to complete your payment online. We accept international credit cards including Visa, MasterCard and Maestro. No additional payment should be made to the Local during the experience. We hold the money in escrow for 24 hours after the completion of the experience to ensure both parties are satisfied and no claims are to be made. If anything goes wrong, we will refund you as per our cancellation policy. In case a Local demands an additional payment, which was not stated in the experience description, please get in touch with us by phone or contact us directly at firstname.lastname@example.org, so we can solve the issue.
Can I pay with any currency?
Yes. Your credit card will be charged at your bank’s current exchange rate.
How much in total will I have to pay for the experience?
You will be charged only the listed price of the experience you have chosen and the credit card processing fee applied by your bank. If the experience is canceled either by you or the Local, the payment will be refunded as per our cancellation policy.
How can I contact Guidilo?
Subscribe to our newsletter, to stay in touch, or join us on social networks: Twitter, Facebook, Google+, Pinterest or you can reach us on Skype (yourguidilo). If you have any questions or feedbacks, feel free to contact us through our contact form or directly at email@example.com..
Do you have a Blog?
Yes, you can find out more about Guidilo on www.guidilo.com/blog-en
How can I contact the Local?
The Local´s name, e-mail address, and phone number will be sent to you once the booking is confirmed.
How do I know where to meet my Local?
As soon as you book the experience, you will receive a confirmation e-mail with all important details including the meeting point and other information that the Local wants you to know before you attend the activity. The Local will contact you no later than 48 hours after the confirmation e-mail is sent to re-confirm the meeting date and time and to make any suggestions or changes regarding the meeting point. You can meet at your hotel, at the starting point of the experience or any other place convenient for both of you.
Once you receive each other’s contact information, we encourage you to get in touch directly with the Local. However, we recommend you to use the Guidilo’s mailing tool for messaging, so that all your messages are saved at one place and are easy to retrieve in case of any misunderstanding.
What do I do if something goes wrong?
If you encounter any issue with your booking and it can’t be solved directly with your Local, please contact us as soon as possible (within 24 hours of the beginning of the experience). Feel free to contact us anytime using the contact form on our website or via e-mail.
What should I do if the Local is late or doesn’t show up at all?
If the Local arrives more than 15 minutes late or cancels or modifies the reservation less than 24 hours prior to the confirmed beginning time and you are not willing to or cannot accommodate his request, you will be refunded the full price. For more information, please see Guidilo's cancellation policy.
We take the reliability of our guides very seriously, therefore they do not get paid until the experience is over. Any Local who arrived late or did not show up for the experience will be removed from the Guidilo website.
Can I still make some changes after the booking is confirmed?
Should you wish to change any details in your booking or have any additional special request, please check with your Local directly (using the mailing tool in your profile after singing in), to see if he is willing to accommodate your request.
How can I cancel an experience?
We know that anything can happen and your plans could change, and that’s why we make sure you have the possibility to cancel your booking, in case you really need to do so. Before you cancel your experience, we suggest you to contact your Local first – our locals are very co-operative and might be able to accept any changes of date or time according to your needs. If you still need to cancel your reservation, you can do so on Guidilo´s website directly.
In your Guidilo account in the section called “My reservations”, please look for the reservation you want to cancel. At the bottom you’ll find our cancellation policy and a button to cancel your booking.
The amount to be refunded will be determined as per our cancellation policy. Please note that your experience is officially cancelled only when you receive an e-mail from us confirming the cancellation and the amount to be refunded.
If you have any questions or need assistance, please feel free to get in touch with us.
What is Guidilo’s cancellation policy?
Guidilo´s cancellation policy was created to protect both travelers and locals. Travelers need to cancel their experience directly through their Guidilo accounts, in the section called “My reservations”, or by e-mail sent to firstname.lastname@example.org.
ravelers will receive a confirmation e-mail from Guidilo that the cancellation has been processed. If you do not receive this e-mail, please contact us using the contact formon our website or via e-mail.
Our standard Cancellation Policy applies to all booked experiences:
If a traveler cancels more than 7 days prior to the activity: 100% refundable (excluding any transaction fees)
If a traveler cancels more than 48 hours and less than 7 days prior to the activity: 50% refundable (excluding any transaction fees)
If a traveler cancels less than 48 hours prior to the activity or arrives more than 15 minutes late after the beginning of the experience or decides to leave early: non-refundable
Please be aware that certain experiences might have special conditions as specified in the description of each experience.
What happens if the Local cancels?
If a Local cancels a booking, you will get a full refund. We take the reliability of our guides very seriously, therefore they do not get paid until the experience is completed. We understand that anything unexpected can happen, however, any Local who arrived late or did not show up for the experience will be removed from the Guidilo website.
The Guidilo community support team will do its best to find another guide for you, so you don’t lose your planned experience.
If the experience depends on certain weather conditions and it is not possible to carry out the activity on the planned date, the Local and the traveler can make an agreement to postpone the experience. If rescheduling is not possible, the traveler will receive a full refund after sending an e-mail to email@example.com.
What should I do if the experience didn’t meet my expectations?
If an experience doesn’t meet your expectations and is significantly different from the description, please inform us within 24 hours at firstname.lastname@example.org. We will get back to you as soon as possible to solve the issue. You might be entitled to a full reimbursement, depending on the situation.
Where can I leave feedback?
After your experience has been completed, Guidilo will send you an automatic e-mail with instructions on how to leave a comment.