Read this to learn how to assign guides to your bookings in the Supplier Portal.
What is the "Guide" feature in bookings?
The "Guide" feature lets you assign a specific guide to each booking in your Supplier Portal. Once you assign a guide, customers see the guide's details on the meeting point screen. This helps them identify and contact the right guide for their experience.
How does it work?
Each booking now includes a field labelled "Guide". To assign a guide:
- Open the booking in your Supplier Portal.
- Find the "Guide" field and click "Select guide".
- Choose a guide from your team in the dropdown list.
- Assign the guide to the booking.
Customers then see the guide's name, photo, and phone number on their meeting point screen. They can use this information to recognize their guide and get in touch with last-minute questions or issues.
Tip: Complete every guide's profile before you assign bookings. Only complete profiles appear in the dropdown list.
Frequently asked questions
Who can I assign as a guide?
You can assign any account with a complete profile. A complete profile includes a name, a phone number, and a profile picture.
Why can't I find a guide in the dropdown list?
The team member's profile is probably incomplete. To fix this:
- Go to the Account Management page in the Supplier Portal.
- Open the team member's account details.
- Add the missing name, phone number, or profile picture.
When can customers see the guide's phone number?
Customers see the phone number only from 1 hour before to 1 hour after the scheduled activity time. This protects your team's privacy. It also gives customers a way to reach the guide when they need to, without calls at other times.
Can I change the assigned guide?
Yes. You can change the guide at any time before the activity takes place. Return to the booking card and select a different guide from the dropdown list.
What information do customers see?
Customers see the following on the meeting point screen in their GetYourGuide app:
- Guide's name
- Guide's profile picture
- Guide's phone number, only within the 1-hour window before and after the activity
Tips for a smooth experience
Customers value finding their guide easily and getting a quick response. Late or missing guides, slow replies, and last-minute changes are among the most common causes of customer complaints. These tips help you avoid them.
Before the activity
- Assign guides and drivers the day before the activity.
- Choose a guide who speaks the language the customer booked.
- Check that your meeting point description is clear and accurate. Customers see it next to the guide's details.
- Confirm that each guide's phone number is correct. Customers can call it from 1 hour before the activity.
- Keep at least one backup guide with a complete profile. If plans change, you can reassign the booking quickly.
On the day
- Make sure guides and drivers arrive at least 10 to 15 minutes early.
- Keep the guide's phone switched on and nearby during the 1-hour window before and after the activity.
- If a delay is unavoidable, contact all affected customers immediately. Use Messages or your emergency contact number.
- Reply to customer questions promptly.
Closing
Assigning guides gives your customers a direct way to find and contact the person leading their experience. Assign your team the day before, arrive early, and keep customers informed of any delay. Complete your team's profiles and assign guides to your upcoming bookings in the Supplier Portal today.
Related articles
- Navigating the "Bookings" Section in the Supplier Portal
- Updating the Account Management Section, Managing User Access, and Customizing Notifications in the Supplier Portal