Tour Guide Business Principles

To maintain the integrity of the Touronimo community of Experience Guides and to ensure that our mutual customers have consistently great experiences, Experience Guides adhere to the following Business Principles. By doing so, we all achieve our goals.

As an Experience Guide, you agree to uphold the following principles:

1. Professionalism

You are a professional whose primary concern is to provide your customers with unique local experiences. To that end, you always act in a friendly and professional manner. You understand that everything you say and do reflects you and your community. You accept that you have total responsibility for your customer's experience satisfaction and safety.  If a customer expresses dissatisfaction with their experience, you respond to the complaint appropriately - even if the charge is groundless.

2. Full Information

You believe in total and complete disclosure. All information in your tour guide profile and tour description pages are accurate and up to date, including changes due to inclement weather.  You have a keen awareness of any hazards and clearly explain issues related to personal safety.

3. Responsive

Questions regarding tour details or tour bookings are responded to as soon as possible, but no longer than within 24 hours. If you are unable to respond, you've assigned a backup person to deal with any issues that arise.

4. Reliable

Once a tour booking is confirmed, you will do your utmost to deliver the tour unless there is an illness or other exceptional circumstance. In this case, as soon as possible, you will inform the customer and Touronimo so that we can work with you to find another qualified tour guide to take the tour. In all cases, you are responsible for the successful delivery of the tour.

5. Value for Money

The cost charged to customers will be as described in the tour description. You understand that the last thing a customer wants is to be surprised that things cost more than they expected. Under no circumstances will you ask for a tip. If someone asks you about our tipping policy, you will say that since you've set the price yourself, tipping is not necessary.

6. Knowledgeable

Your role is critical to the success of the tour. You are passionate and are well versed in the subject matter of your tour. If you don't know something, you are forthright about saying so and try to get the answer before the end of the tour.

7. Proactive

You confirm and reconfirm all details of your tour, a day or two ahead of the activity. If possible, you contact the customer on the evening before the tour. During the tour, you anticipate events and are aware of what's going on around you. You understand that you are responsible for the well-being of your customers and are always mindful of their emotional and physical safety.

8. Well Groomed

You present a tidy appearance, appropriate for the tour and avoid activities that might give offense – for example:  smoking, chewing gum, foul language.

9. Flexible

You understand that things won't always run smoothly. You will communicate with customers when and why there might be changes. 

Above all – CUSTOMER SERVICE IS OUR HIGHEST PRIORITY