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Tour guest experience: what to do before, during and after

Guests judge the whole journey: every message before the tour, the guide on the day, and the goodbye.

Send the right message at each moment

WhenWhat to sendHow
At bookingDate, time, meeting point, what to bring, your cancellation policy, a phone number for the dayE-mail
3 days beforeThe day's plan, and the meeting point with a map pin and a photoE-mail
The day beforeThe exact time, the guide's name and what to look forWhatsApp or SMS
On the dayAny delay or change, at once, to every guestWhatsApp, or the booking site's messages
The same eveningThanks, a few photos and your review links, once any problem is solvedE-mail or WhatsApp

Ask about mobility, diet and language at booking, and tell the guide.

Guests from booking sites

GetYourGuide gives you a relay address for each guest. It stops working 7 days after the activity, and blocks e-mails with coupon codes or competitors' links (2024). Send these guests tour messages only.

Copy these two messages

Pre-arrival e-mail

Subject: [Tour name] on [day, date]: where and when we meet

Hi [first name],

We're looking forward to seeing you on [day, date]!

Meet at: [place], by [landmark]
Map and photo: [links]
Arrive by: [time], 15 minutes before we start
Your guide: [guide's name], in [a green cap]
Bring: [water, sun cream, good shoes, a warm layer]

Can't find us? Call or WhatsApp [phone]. We wait until [time].

See you soon,
[your name], [company]

WhatsApp message the day before

Hi [first name], it's [your name] from [company]. See you tomorrow! Pickup at [hotel] between [8:00] and [8:20]: look for a [white minibus with our logo]. Your guide is [guide's name]. Questions? Reply here.

Make the meeting point impossible to miss

Check that your messages have all of these:

  1. 1
    A map pin and a photo of the exact spot
  2. 2
    A landmark, and what the guide wears or holds

    Such as “by the fountain, look for the green umbrella”.

  3. 3
    A pickup window

    Such as 8:00–8:20, and what to do if the driver is late.

  4. 4
    A phone that answers on the day
  5. 5
    How long you wait

    Then call anyone missing before you leave.

GetYourGuide counts guests who can't find you as your no-show: see Booking policies.

What great guides do

  1. 1

    Read the passenger list first

    Names, ages, languages, diets and mobility.

  2. 2

    Open with names, safety and the plan

    A two-minute safety briefing, then what the day holds.

  3. 3

    Tell one story per stop

    Tied to what guests can see.

  4. 4

    Check in halfway

    “Is the pace okay? Anyone cold or hungry?” Then adapt: switch languages, bring quiet guests in, slow down for children.

  5. 5

    Count everyone at every stop

    At each site's entry and exit, and at every boarding, so nobody is left behind.

  6. 6

    End on a high

    How an experience ends weighs heavily in how people remember it (Kahneman and others, 1993). Finish at the best view or story, take group photos on their phones, and thank everyone.

In TourTask

TourTask e-mails the confirmation, a pre-arrival e-mail 3 days before with your travel information (and your guide's phone, with Show tour staff in the pre-arrival email), and a review request once you switch it on: see Customer relations and Tour information.

The day-before message to guests is yours to send; Staff reminders remind your guides and drivers.

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