When a guide cancels

It's rare, but if a guide cancels a confirmed booking or doesn't show up, you won't be left to sort it out on your own — our team reviews these situations individually.

What to do first

Contact us as soon as possible with your booking reference and what happened. If you're mid-trip and need help urgently, reach out right away rather than waiting.

How these cases are reviewed

Guide cancellations, no-shows, and significant service failures are reviewed manually, case by case. Our team may look at the booking details, payment records, and your in-platform messages with the guide to understand what happened before deciding on a refund.

The service fee

The 10% Traveler Service Fee generally remains non-refundable, unless a refund of the fee is required by law in your situation. The portion under review is the guide's base price.

Keep communication on the platform

If you were coordinating details with your guide before things went wrong, keeping that conversation inside your booking's chat (rather than by phone, text, or another app) means our team can see the full picture when reviewing your case.

Still need help?

Read the Cancellation & Refund Policy for the complete terms on how guide cancellations are handled.