FAQ

FAQ for users

1. I’ve forgotten my login password. Help!

2. How do I edit my profile?
3. I’m receiving too many emails from you. How do I update my email preferences?
4. How do I delete my account?
5. Why can’t I see all of my lists?
6. What’s the difference between meeting up with travellers and showing them around?
7. What happens when someone books me to show them around?
8. What’s the payout info for?
9. How does the booking process work for booking tours?
10. How do I cancel my booking?
11. Can I pay the guide/tour provider directly in cash?
12. When will I be paid for showing travellers around?
13. How does the process for adding local tips work?
14. How do I report a problem with a tip (the place is permanently closed, the opening hours aren’t correct, etc.)?
15. I can’t find my city. What should I do?
16. I have a question about a specific city. Who can I ask?


FAQ for tour providers

1. Why can’t I upload a tour to my city?
2. Why hasn’t my tour been approved? How long will it take?
3. How will I be paid?
4. How much is your commission?
5. How does the booking process work?
6. Can I accept cash payment?
7. How do I cancel a booking?
8. What if the booking is unpaid?
9. How can my guests leave a review for my tour?
10. How do I set a minimum group size?
11. What’s the difference between scheduled and private tours?
12. How do I set the price per group?
13. Why has the wording of my tour changed?
14. My tour listing has been edited, but there's something wrong. What should I do?


 

FAQ for users

1. I’ve forgotten my login password. Help!

When logging in, click on the ‘Forgot password’ link. Enter the email address you signed up with to retrieve your password. If you can’t remember the email address you used when signing up, contact our customer support. 

2. How do I edit my profile?

When logged in, click on your name in the upper-right corner. A drop-down menu will appear; select ‘My profile’. On your personal profile page you’ll see a bright red ‘Edit profile’ button. You can also edit your profile here.

3. I’m receiving too many emails from you. How do I update my email preferences?

You can edit your notification settings here. You must be logged in to do so. If you continue receiving emails, make sure you haven’t registered with multiple accounts (using both email and Facebook, for example). 

4. How do I delete my account?

When logged in, click on your name in the upper-right corner. A drop-down menu will appear; select ‘My profile’. On your personal profile page you’ll see an orange link with ‘delete your account’; click on it to delete your account.

5. Why can’t I see all of my lists?

Lists are specific to each city; this means that you can only access your lists under the corresponding cities in the app. For example, if you’re currently using the Munich city guide in the app, only your Munich lists will be displayed. If, for instance, you’re looking for your Brussels lists, you must switch to the Brussels city guide to find them. 

6. What’s the difference between meeting up with travellers and showing them around?

Meeting up with travellers is voluntary, whereas you can earn money by showing travellers around. 

By ticking the box ‘I’m interested in meeting up with travellers’ on your profile, travellers will be able to request to meet up with you. You’ll receive all requests via the Like A Local website/app. No special skills are required for meeting up with travellers; you should just be open to meeting up and hanging out. 

By ticking the box ‘I’m interested in showing travellers around’ on your profile, travellers will be able to request you to show them around. You’ll receive all requests via the Like A Local website/app. You can set a reasonable hourly fee for showing travellers around. You don’t need to be a tour guide, but you should know your city fairly well and be interested in sharing your passion for it with travellers. 

In both cases it’s best if you fill out your profile with as much info as possible so it’s easy for travellers with similar interests to find you.  

7. What happens when someone books me to show them around?

First of all, make sure you’re available on the requested date. If not, you can offer alternative dates. Please make sure you answer all booking requests with a short message, even if you’re not available to show the traveller around.

If you’re available on the requested date, accept the booking and message the traveller to agree on a specific meeting spot and time. You can message the traveller through the Like A Local messaging system to find out more about their interests and agree on an agenda.

Your payment will be processed through Like A Local. You will be paid after you show the traveller around.

8. What’s the payout info for?

Payout info is required if you tick the box ‘I’m interested in showing travellers around’ on your profile. We need this info in order to wire your payment to you. If you’re located in an EU country, enter your bank account info. For countries outside the SEPA (Single Euro Payment Area), our preferred method of payment is PayPal. 

9. How does the booking process work for booking tours?

We’ve chosen a handful of local businesses and tour guides that have a proven track record of consistent customer service. To book a tour with one of them, you first need to choose whether you’d like to join a group (‘Scheduled’) or would prefer a tour just for you/your group (‘Private’). Some tours only have on option. You then need to select a date (available dates are orange), the number of people in your group, the starting time, and the language, if applicable.

Next, you need to fill out your contact info. You can also ask a question or write a message to the tour provider in this step. Please make sure you provide a correct and functioning email address and phone number.  

You’ll then have the choice of two payment methods: credit card or PayPal. If you’re still unsure about booking and wish to ask further questions, you can tick the box ‘Skip payment and send your question about this tour’. 

When you send a booking request, the tour provider has 72 hours to respond. If the tour is scheduled to take place in less than 72 hours, you’ll receive an answer, at the latest, 2 hours before the tour is scheduled to start. If your booking request isn’t answered within these timeframes, it will be automatically declined and refunded. 

Bookings cannot be fully confirmed until fully paid. Any unpaid bookings will be automatically declined 2 hours before the tour is scheduled to begin, unless the tour provider has set a different payment deadline.

You’ll receive an email as soon as the tour provider responds to your booking request. When your booking is fully paid and confirmed, you’ll receive the direct contact details of the tour provider, and they’ll receive yours. If you’re signed up as a Like A Local user, you can access your bookings under ‘My bookings’ in the dropdown menu next to your username. 

10. How do I cancel my booking?

Your booking is not considered final until it’s fully paid. If you wish to cancel a paid booking, please contact both Like A Local customer support and your tour provider. Please be aware that, according to our Booking Terms, you’re entitled to a full refund only if you cancel up to 72 hours before the tour is scheduled to begin. 

11. Can I pay the guide/tour provider directly in cash?

No, it’s not possible to pay in cash when booking through Like A Local. All bookings made on the platform must also be fully paid in advance on the platform. This is for the security of both parties; a fully paid booking confirms everything is certain for the traveller and the guide/tour provider. 

12. When will I be paid for showing travellers around?

We make payments once a month. We’ll wire your payment to you at the beginning of the month following the month when the tour/s took place, after sending you a summary of your bookings from the previous month by email. 

13. How does the process for adding local tips work?

You can start adding tips for your favourite places in your home city here. Only signed-up users can add tips.

The first 3 tips submitted by every new user will be reviewed and, unless deemed unsuitable, approved by our content team. After this happens, you’ll become a fully fledged local contributor. To increase the chances of getting your tips approved, make sure you fill out all of the fields and add photos. When you’re finished with your tip, you must click the ‘Publish’ button, otherwise our content team won’t know that it’s ready to be reviewed. If your status is ‘Pending’ and not ‘Unapproved’, you didn’t hit ‘Publish’ in the previous step.

Please be aware that you’re not permitted to add tips for places you’re somehow affiliated with. These get deleted and your account may be suspended.

14. How do I report a problem with a tip (the place is permanently closed, the opening hours aren’t correct, etc.)?

You can report errors by clicking the ‘Report a mistake’ link. This link appears on the right-hand side of all place pages, just below the contact details. 

15. I can’t find my city. What should I do?

We’ve automatically added a number of bigger cities around the world to our database. Sometimes there are several spelling options for a city name, so make sure you’re using the most common English version. If you still don’t find your city, contact our customer support. 

16. I have a question about a specific city. Who can I ask?

The ‘Ask locals’ feature is available in all cities. Simply click on the ‘Ask locals’ tab when you’re on a city page and ask away. Please keep common courtesy in mind, and don’t post any drug-related or adult content.



FAQ for tour providers

1. Why can’t I upload a tour to my city?


Like A Local is mostly about connecting travellers with locals, so each city requires a sufficient number of awesome local tips before tours can be accepted. Furthermore, if your city has no content, the possibility of someone finding your tour is non-existent.

The minimum number of tips for each city is 30. You can join as a local contributor under your own name, or invite others to join.

2. Why hasn’t my tour been approved? How long will it take?

We try to only list tours that we believe will sell and make a great addition to other experiences listed on Like A Local.

We are a small team, so it can take some time to look through new tour listings and check the backgrounds of new tour providers. If you’d like to speed up the process, please send us a link to your customer feedback on another platform.

3. How will I be paid?

We’ll wire your payment to you at the beginning of the month following the month when the tour took place. We don’t have an automated payment system, so we only make payments once a month.

You can add your payment info under ‘My profile’.

If you’re located in an EU country, we’ll wire the money directly to your bank account. For countries outside the SEPA (Single Euro Payment Area), our preferred method of payment is PayPal. 

4. How much is your commission?

Our standard commission is 20%. We don’t just provide a website where you can list your tours, but a full service including:
- A payment system where the customer pays upfront for their tour, so you don’t get any unpaid bookings from us.
- Marketing support in the form of a native English-speaking copywriter who will edit your tour listing/s to make it/them more attractive to customers.

A lower commission can be negotiated in the case of high turnover.

5. How does the booking process work?

When a customer sends you a booking request, you have 72 hours to accept it. No booking will be confirmed without your consent, unless you’ve set ‘Automatic confirmation’ to your tour.

The customer will be notified when you accept their booking. If they haven’t paid for it yet, you can set a deadline for payment (for example, 48 hours before the tour is scheduled to begin). The default payment deadline is 2 hours. If the customer doesn’t make a payment by your chosen deadline, their booking will be automatically declined.

If you can’t do the tour, you either decline the booking request or offer alternative times/dates. In this instance the booking is finalised only after the customer has agreed to a new time/date.
 
To offer alternative dates, you must first click ‘Decline’, then select your preferred times/dates, and then click ‘Send new offer’.

Contact details are sent to you and the customer after the booking has been finalised.

If a booking is made with less than 72 hours’ notice, you must respond at least 2 hours before the tour is scheduled to begin, otherwise the booking will be automatically declined and, if they’ve already paid, the customer will be refunded.
 
Any unpaid bookings will be automatically declined 2 hours before the tour is scheduled to begin, unless you’ve set a different payment deadline.

6. Can I accept cash payment?

All bookings made on Like A Local must also be fully paid for through Like A Local. According to our Booking Terms, it’s prohibited to offer the customer an alternate booking method, direct them to your personal website, or ask for cash payment. 

7. How do I cancel a booking?

Like A Local holds the customer’s payment until the tour has successfully taken place, so all cancellations must be done through our customer support. You can find our customer support contact details here. 

Before you allow the customer to cancel, please take a look at our Cancellation Policy.

If you think it's fair to give the customer a refund after the tour date has passed, we will do so based on your request. Please don’t refund the customer yourself.

8. What if the booking is unpaid?

If you receive an unpaid booking request, you can set a deadline for payment when you accept the booking.  If the customer fails to make a payment within your chosen timeframe, the booking will be automatically cancelled and both parties will be notified by email. 

9. How can my guests leave a review for my tour?

After the tour has taken place, the customer will receive an automated email from Like A Local asking them to rate and review your tour. If they say they haven’t received it, you can suggest that they check their junk email folder. 

10. How do I set a minimum group size?

Right now it’s not possible to set a minimum group size in our system, however you can either:
- State your minimum group size in the ‘Full description’ and decline all 1-person bookings, or
- Set a higher price for smaller groups. For instance, if you want to set the minimum group size to 2, you need to insert the price for 2 people in both ‘From 1 to 1 person’ and ‘From 2 people to 2 people’. This way you’ll be paid the same amount whether 1 or 2 people book the tour.

11. What’s the difference between scheduled and private tours?

Scheduled tours are group tours that anyone can join. For scheduled tours, people from different bookings are grouped together. Running a scheduled tour requires that you risk sometimes having just 1 or 2 people in a group. According to our Booking Terms, you can't cancel a tour based on not having enough participants. 

Private tours are run exclusively for the person or group that booked the tour. For private tours we recommend leaving the ‘Starting time’ field empty so that the customer can choose a suitable time.

12. How do I set the price per group?

You can set a price per group for private tours. Simply set your preferred pricing option to ‘Price per group’. This option is not applicable to scheduled tours.

13. Why has the wording of my tour changed?

We provide our partners with marketing support by optimising tour listings to increase sales. Our native English-speaking copywriter edits tour listings to make them more attractive to customers and rank better on Google. All changes are made based on professional knowledge and experience.

We kindly ask you not to change edited texts – tour names, short summaries, full descriptions, and highlights – unless something is missing or has been misinterpreted. Repeatedly changing texts damages your Google ranking and makes it much more difficult for potential customers to find your tours.

14. My tour listing has been edited, but there's something wrong. What should I do?

Occasionally our copywriter misinterprets something when editing tour listings. If you spot a mistake, we kindly ask you not to change the text, but to let us know.