Frequently Asked Questions

General information

What is LocalGuidesNetwork?

LocalGuidesNetwork is an online platform which connects curious people willing to truly discover a foreign culture with ease on the one hand, and on the other hand skilled local providers situated in a selection of popular Asian countries. They are not our employees nor our agents and provide, on their own will and for themselves, a wide range of services or activities such as sightseeing tours, cooking class, hiking, transportation services, beauty treatments…

For an optimal user experience, services and activities for the same destination are grouped together and each destination gets its very own dedicated website. Those websites also offer various free contents to facilitate your upcoming trip: free guide, selection of the best hotels and restaurants…

LocalGuidesNetwork doesn’t provide or arrange online booking for flight tickets or accommodations but gives advice and convenient tools to empower you to find and book the very best offers on reliable online booking platforms.

We go out of our way to make sure you are fully able to craft and book by yourself all the essentials for an unforgettable trip.

Why should I use LocalGuidesNetwork?

LocalGuidesNetwork strives to promote carefully selected local providers with clear and exhaustive information. Thus, when you make a reservation, like any other booking platform we add to the provider’s price a service fee.

This fee aims to retribute our team for the following necessary tasks:

  • Make research to identify serious new providers,
  • Meet them in person,
  • Try their services or activities in real conditions,
  • Write accurate descriptions,
  • Translation,
  • Professionally taken pictures,
  • Setting up easy online booking,
  • Customer service, etc.

This fee also corresponds to the first payment that you need to make to complete the reservation process. This validates the request and protects the provider with reliable bookings.

Unlike most of the similar platforms (which usually never try what they offer, and whose verification processes are rather poor), the providers cannot manage the content (texts and pictures) describing the activities or services by themselves. Therefore, as we provide reliable information, customer satisfaction is unparalleled.

Who are you?

You will find more information about us by visiting our Who Are We? page.

Which destinations are you covering?

The exhaustive list of our covered destinations is available in the navigation menu.

What should I do if you do not cover the destination which I’m interested in?

We work hard to add always more destinations. Feel free to follow us on Facebook to stay informed about our development. We would also love to hear from you about which countries you consider visiting. We will do our best to take this into consideration.

Activities and Services

What kind of services can I book on your booking platform?

Our platform provides online booking for sightseeing tours (day trip by car with private driver), authentic experiences, private shuttle between two cities, private shuttle from/to an airport and also Spa treatments with local providers.

Can I book my flight tickets and hotels on your websites?

No, you cannot book your flight tickets or any kind of accommodations on our websites. However, we offer tools to help you finding and booking the offers which are best suited to your needs on recognized and reliable third-party booking platforms.

How do you perform hotel reviews?

We review establishments of various standing by selecting them based on their good reputation (at first sight). To proceed, we consider the average scores available online on the major booking platforms. We usually spend 2 nights on site to inspect everything and we take exclusive pictures with our own camera before finally write down our opinion.

How do you perform restaurant reviews?

We review establishments of various standing by selecting them based on their good reputation (at first sight). To proceed, we consider the average scores available online on multiple websites where users can leave reviews about a business. Then we pay a visit to these restaurants to rigorously control the quality of the food being served while taking exclusive pictures with our own camera before finally write down our opinion.

Where can I find a description of all available activities?

Each of our covered destinations comes with its own website containing an accurate description and pictures for all available activities. All activities are tested and approved on the field by our team made of genuine travellers.

Where can I find the activity’s terms (included or not included fees, etc.)?

The exhaustive list of included fees, not included fees as well as a list of things to keep in mind are displayed as soon as you are redirected to our booking platform and before filling the form needed to submit your reservation request.

Do a meal is included during the activity?

Meal is usually not included. However, you’ll find this information in the activity’s description and/or in the terms and conditions displayed before filling the form needed to submit your reservation request on our booking platform.

Why are prices fluctuating between two consultations?

Prices are defined with providers in the currency of their choice (often the official local currency but US dollar is sometimes preferred). For your convenience, we convert those prices in euros at the exchange rate available at time of reading, which may explain a slight variation.

Do the activities have several departure times available?

It depends on the activity. When several departure times are available, you will find this information in the detail of the activity. You then choose the starting time during the reservation process.

Can I book for a higher number of participants than the indicated maximum?

We prefer small groups to preserve the stillness of visited places and a good sharing. If you are more of you than the maximum number of participants indicated, you need to contact us and we will let you know if your request is possible.

Am I always picked up from my place of accommodation?

Whether pick-up is included or not, this information is always mentioned in the activity’s description and/or in the terms and conditions displayed before filling the form needed to submit your reservation request on our booking platform. If the activity does include a pick up at your place of accommodation, its address is required upon booking and your driver will be waiting for you in front of it at scheduled time.

Am I always dropped off to my place of accommodation when the activity ends?

Whether drop-off is included or not, this information is always mentioned in the activity’s description and/or in the terms and conditions displayed before filling the form needed to submit your reservation request on our booking platform.

Can pick-up and drop-off addresses be different?

Most of the time, this is unfortunately not possible. However, for some of our covered destinations, you can create your own itinerary. In that case, you must clearly describe your needs upon booking (addresses of departure/arrival and up to 5 spots where the driver shall stop). Then, your request is sent to the provider for validation purposes.

What if my city of departure is not listed in the activity’s description?

Please contact us and tell us which activity you are interested in and the exact address of your place of accommodation. The providers will then study your request and we will provide you with a quote.

Are the mentioned durations for information purposes only?

Yes. The activity’s duration may differ according to many circumstances beyond our control (weather, traffic, etc.).

If the performance of the activity is longer than expected, should I pay an extra?

No. You won’t need to pay an extra.

Will I have enough time to fully perform the activity in the given time?

When the activity involves several places or steps, we recommend you to respect each given duration to be able to perform the whole program. Should you cannot perform part of the activity’s program, you may not ask for a discount or refund nor ask to finish the activity on another day.

Can I book a service which is not already listed?

We are constantly working with new providers to add more and more activities and we look forward to hearing from you to find out what you might enjoy. Feel free to leave us a message on our Facebook page.

Does the country of destination require special entry formalities?

For each of our covered destination, the dedicated website contains useful information about this topic. However, you must please double check these information with official authorities in your country of residence before booking any activity.

Does activity’s price include a travel insurance?

No. We highly recommend you to make sure you get covered with an insurance for your trip and your activities.

Do you sell travel insurance?

No. You should get one with an insurer or an insurance broker before travelling and carefully read the general and specific conditions.

How do reviews work?

Users having booked and taken part to an activity through our booking platform can leave a review about the quality of our services.
Once the service has been provided, the customer is asked, a few days later, to make a review on our booking platform.

Online Booking

Who can use the booking platform?

Any legally capable adult can book on our platform. Each activity includes recommendations about the necessary physical activity (1: little effort to provide, 2: moderate effort, 3: intense effort) and the minimum age. Please note that vehicles used by local providers are unfortunately not suitable for transporting persons with reduced mobility.

How to make a reservation?

To make a reservation, you must first select an activity or service on the website dedicated to your future destination.

After choosing an option by clicking on the green button to proceed to the next step, you will automatically be redirected to our online booking platform (LocalGuidesNetwork). You must then take note of the included and not included fees and read a list of useful things to keep in mind.

You will then be asked to complete the dedicated form by indicating the number of participants, selecting a date and options (if needed), filling your personal data and unconditionally accept the Booking Terms.

Once your reservation request has been saved, we transmit it to the selected local provider to check the availability. If the local provider isn’t available, we would contact more providers to find another solution. Whether your request is accepted or not, a response is sent to you by email within 36 hours. If the request is accepted, you must confirm it as soon as possible by proceeding to the first payment on the secure booking platform. Local provider’s availability is not guaranteed until we receive your first payment. Note that you won’t be able to process to the first payment if a similar request was confirmed by another customer in the meantime.

What if the selected local provider is not available?

Our staff will do its best to find another local provider to take care of your reservation request. Information (such as the first name and spoken languages) about the local provider who accepted your reservation request are displayed in the email that you receive when a request is accepted. You are then free to confirm your reservation with the first payment.

Can I book an activity or a service if I do not know the exact date yet?

No, this is not possible. One must select a specific date in order to start the reservation process.

How long in advance can I make a reservation request?

Each activity or service has a minimum booking deadline. It cannot be less than 3 days and varies depending on the local provider. However, to increase the probability of getting your requests accepted, we suggest you make them as soon as possible as local providers’ calendars sometimes fill up quickly! We also strongly recommend you make all requests before leaving your home country because numerous banks are currently blocking online transactions made from countries with lower security protections. So even if our payment platform is highly secured, this system may prevent you to confirm your accepted reservations with the first payment.

Online booking for activities or services is possible up to several months in advance (this timeframe varies depending on each provider).

What is included in the indicated price?

Before filling the form to make your reservation request, you must take good note of the included and not included fees. You shall pay for those which are not included. No additional charges will apply if the program of the activity or service is fully respected.

How long does it take to get a provider’s response?

A response is sent to you by email within 36 hours after reservation time if your request is made through our booking platform.

Why should I make one booking per activity or service?

For your own convenience, each activity must be booked separately. First because during the reservation process, we need to collect additional information which may vary. Then because if we cannot find any local provider available to perform this activity or service, we couldn’t further process your reservation request, but this wouldn’t compromise your other pending requests.

Additionally, when three or more reservation requests for different activities or services are made consecutively and accepted by local providers, we may offer you to quickly confirm them by grouping first payments into one online payment with the sum of those amounts.

How much do I need to pay at the time of booking?

No payment is required at the time of booking. It’s only when your reservation request is accepted by a local provider within 36 hours that you receive an email asking you to proceed to the first payment. Its amount is denominated in Euros and equals to about 1 / 5 of the total.

Which means of payment can I use to proceed to the first payment?

We provide you with a highly secured online payment system which accepts any Visa, Mastercard or Maestro credit or debit card. You can also use your Paypal account.

What is the time limit to make the first payment?

You get 24 hours to proceed to the first payment by using our secure payment platform or a Paypal account. This deadline starts when we send you the email which informs you about an accepted request.

Where do I find information about the remaining amount due to the local provider?

You will pay the remaining amount to the provider directly on site and when the activity or service ends. The amount, mean of payment and expected currency are indicated in the email which confirms your reservation. In some of our covered destinations, the payment of the remaining amount is required by cash as bank accounts remain uncommon or transfer fees are too high.

Is my credit or debit card’s data safe?

The first payment is directly performed on a PCI-DSS compliant payment gateway (which offers highly secure payment environment). We have no access to your credit or debit card’s data. Data is encrypted and only the payment gateway holds it for the purposes of the transaction.

When exactly my reservation blocks provider’s availability?

Proceeding to the first payment is the only way to confirm a reservation request and, thus, to block the availability of each involved local provider for the whole duration of the activity or service.

Can I book through another mean of communication (phone, mail ...)?

No. We only accept bookings made by using the online booking platform.

How do I know if my reservation request is accepted or declined?

Within 36 hours after reservation time, we automatically send an email which informs you about the result of your reservation request (accepted, declined or expired).

In the meantime, when the activity or service is offered by several providers, and if the one you selected is not available, your reservation request is then submitted to more providers before sending an email with the outcome.

  • If a local provider accepts your reservation request, an email is sent to invite you to confirm the reservation within the next 24 hours by proceeding to the first payment on the secure payment platform. As soon as we receive the first payment, the reservation is confirmed.
  • If none of the local providers did accept your reservation request, an email is sent to inform you about this and we stop further processing the request. You’ll be however free to make a new request with another date or another time.
  • If none of the providers did reply within 36 hours, an email is sent to inform you about the expiration of your reservation request. As a result, we stop further processing the request.

Can I refuse the substitution of the original local provider?

When the selected local provider is not available on the desired date, we transmit your reservation request to other providers (when it’s possible) which are able to perform the activity or service with similar conditions. If one of those provider is available and accepts your reservation request, his first name and spoken languages are indicated in the email sent to inform you about the update. If this substitution doesn’t suit you and if your reservation was not already confirmed with the first payment, you can decide to abort your request. We will then delete it when expired.

If your reservation is already confirmed and if we are forced to attribute it to another local provider, you can refuse this substitution if you have a legitimate reason for doing so (for instance if the new local provider doesn’t speak your language). You only need to contact us and we will cancel your reservation and fully reimburse the first payment.

What if I haven’t received any update about my request?

An email is sent to you as soon as your reservation request is successfully saved into the system. This email resumes your request and contains a booking number.

If you cannot see it, please open the email account indicated during the reservation process and check your “spam” folder.

If one or more emails are contained therein, you should consider adding the sender’s address in your contacts to avoid further inconvenience.

If no email about your request is listed, please contact us, explain your case with the details of your reservation request so that we can find it (name of the covered destination, entitled activity or service, travellers’ names and date of the requested activity). We will check if we have received your request and, if so, update you about its status.

What if I haven’t got any answer to my reservation request sent more than 36 hours ago?

Please open the e-mail account indicated during the reservation process and check your “spam” folder.
If you cannot find any update, please contact us by specifying your reservation number. We will keep you informed as soon as possible.

When will I get the provider’s contact details?

Provider’s contact details (phone number and, when applicable, the address of the meeting place) are communicated in the reminders that you get by e-mail regarding your reservation. The first one is sent 5 days before the activity or service, while the second one is sent 2 days before. If your reservation was made less than 5 days in advance, you will only get the second one.

When no pick-up and drop-off services are provided, the approximate location is available by consulting the service or activity’s description. This ensures you can organize your stay easily.

Can I modify the date previously chosen for the activity or service?

If you wish to change the date chosen for your reservation after having received the email confirming it, you must contact us by replying to this email and indicate the new desired date.

If the provider is already busy on that date, you can keep the original date or cancel your reservation (please see this question: “What should I do to cancel a reservation?”).

Please note: the modification request is not possible less than 72 hours before the beginning of the activity or service.

Apart from the date, can I modify other elements of my reservation?

If you want to make another modification (pick-up place, place to visit, etc.), you must contact us by replying to the email confirming your reservation and indicate the desired modification. We will study your request with the provider.

If this modification increases the price of the booking, payment of a complement for the first payment may then be claimed. If the new price doesn’t suit you, you can keep the original booking or cancel your reservation (please see this question: “What should I do to cancel a reservation?”).

If this modification decreases the price of the booking, no partial refund of the first payment may be claimed.

Please note: the modification request is not possible within 72 hours before the beginning of the activity or service.

What should I do to cancel a reservation?

Once a reservation has been confirmed, you can cancel it at any time. To do so, please follow the instructions indicated in the last email sent regarding your reservation.

To proceed, you must click on the cancellation link and fill in the cancellation form. Depending on the time remaining before the starting time of your reservation, you may also be asked to contact the local provider directly by sending a text message to the phone number indicated in the email sent for reminding you about the reservation.

Because of your cancellation, the remaining amount that shall be paid to the provider won’t be due anymore.

Will I get a refund for the first payment after a cancellation?

The first payment required to confirm your reservation is fully refunded only if the cancellation emanates from L.G. Network OÜ. This can sometimes happen if the provider cannot handle your reservation because of an unexpected event.

Local providers

How do you select local providers?

Unlike other booking platforms, we meet on-site all the local providers we work with and give a try to their activities by ourselves. We do not list what we don’t like or consider unsustainable for the authenticity of visited places. We select local providers for their seriousness and professionalism. Together we validate the details for each activity or service to guaranty a reliable experience. We do also the usual verifications (ID document, address, phone number and profile on a social network).

Will my money actually go to local people?

We always do our best to prioritize local providers having founded their businesses without foreign investments to guarantee that your money will remain in the country and will help the local population.

How do you set prices? Are the local providers properly paid?

The local providers we work with are free to set their own rates. We then add to those rates a small amount which allows us to cover all the platform’s maintenance fees. Thus, all providers always receive the full amount they asked for.

What if the provider requires me to pay for fees which are not mentioned in the confirmation email?

As soon as your reservation is confirmed, an email is sent to both you and the local provider. It includes the remaining amount due to the local provider, the list of the included and not included fees and things to keep in mind to fully enjoy your reservation. Please always refer to this email to verify which fees are not included.

If the provider asks you to pay for a fee which is not indicated in the “not included” list, you can require this fee to be paid by the provider. The provider must then contact us to update the activity’s description and the price for future bookings.

What should I do if the provider is more than 15 minutes late?

Please check your phone and the email address used to make your reservation and verify if he/she tried to contact you about this. If there is no message, you can contact the provider by using the contact details indicated in the reminder sent to you by email.

What should I do if the provider tells me he cannot provide the activity or service?

You must please contact us by including your booking number as soon as possible so that we can, if possible, arrange an alternative. If this is not possible or if the alternative does not suit you, your reservation will be cancelled, and the first payment will be refunded. We will take the necessary measures to ensure that this unfortunate event does not happen again.

If the local provider tardily informs you that he cannot provide the activity or service, our customer support may be unavailable when you will try to contact us (because of the time difference). In that case, we will get back to you as soon as possible to cancel your reservation.

What should I do if the provider has not showed up and remains unreachable?

You must please contact us by including your booking number as soon as possible so that we can, if possible, arrange an alternative. If this is not possible or if the alternative does not suit you, your reservation will be cancelled, and the first payment will be refunded. We will take the necessary measures to ensure that this unfortunate event does not happen again.

Please note that our customer support may be unavailable when you will try to contact us (because of the time difference). In that case, we will get back to you as soon as possible to cancel your reservation.

What can I do if my activity or service has gone wrong?

You must please contact us within 24 hours after the end of the activity or service and describe what was wrong about it. Then we will discuss with the provider and verify this information to find a solution together. Your satisfaction is our top priority.

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