F.A.Q.

FOR LOCALS

General Questions

What is Eastperience?

Eastperience is a community platform that connects locals with travelers from all over the world. Its simple design enables local city-dwellers to offer informal tours/activities in whatever they are interested in with the click of a button. The platform then connects them with thousands of travelers in search of more authentic travel experiences, giving them a unique opportunity to experience a city as a local would.

How can I register?

It’s completely free to register and create an account with Eastperience. The easiest way to register is by connecting your Facebook address. This will automatically complete part of your profile and will generate more trust towards your account within our community. If not, you can register with an email account directly on the website.

Who can become a local?

Anyone can become a local! Have a talent in the kitchen? Love your local area and want to show it off or have a skill that you want to share? Become an Eastperience local and earn money by doing what you love most.

How do I get in contact with travelers?

Once you have your experiences listed, travelers can get in touch with you via our platform. They can contact you for questions about the activity, location, pricing, availability etc., which you can follow-up via our contact system. Once a booking is made, as a local you’ll receive the contact details of the traveler and they will receive yours.

How do I define the right price for my experience?

You determine the price yourself. You need to think about the amount of time you will invest and how unique your activity will be in order to set a fair price. You can also take a look at other activities to get an idea of the general price-range and what others are listing.
The Eastperience fee is automatically calculated and deducted from the total price, to see your revenue. So suppose the cost of your tour is 10 euro, the Eastperience fee will be 1,8 euro. For ease we directly withdraw this fee, so you’ll receive 8,2 euro.

What services does Eastperience offer you as a local and what is the fee for it?

In order for travelers to find you and have an excellent customer experience from A to Z, Eastperience delivers several services:
  1. An easy to use platform to receive and manage bookings
  2. Promotions of our locals and experiences on the platform and through many different marketing channels
  3. Insurances of pay out in case of a late cancellation or ‘no show’, in case you choose to receive your payout via Paypal
  4. To administer the payments from the travelers to locals in a safe and secure way
  5. To deliver outstanding customer service that fulfils your needs. Our aim is to deliver happiness!
For these services Eastperience asks a transparent service fee of 18% of the total price for bookings.

Payment

How and when do I get paid?

All of our locals will be paid as a standard via PayPal. Your payment is transferred to you within 3 days after the end of the experience. You receive the payment the same day as it is transferred to you via your PayPal account. Payments are 100% guaranteed to be paid once the experience has taken place.

How to open a Paypal account?

  1. Visit the PayPal website.
  2. Click "Sign Up for Free".
  3. Enter your email address and create a password.
  4. Fill out the form with your personal information.
  5. Enter your credit card, debit card, or bank account information, if desired.
  6. Confirm your email address to verify your account.
  7. Link your bank account and credit or debit cards.

Is there an additional fee for receiving money through PayPal?

No, there won’t be any additional fee for this. The payment fees are already included in the Eastperience service fee.

Why should travelers and I use your payment system?

Our payment system is secure, reliable, and convenient. We collect payment from the Traveler in full when you accept a reservation request. By keeping your communication and transactions on Eastperience, you are upholding our terms of use and can rest assured that you will receive the correct payout for each and every reservation. We also uphold the cancellation policy from the moment the booking is accepted until the end of the reservation.
One of our main advantages for travelers is that we do not release a payout to the local until at least 24 hours after the experience. For travelers, this means that their money is safe and secure until they complete the experience. For you, it means more reservations since travelers are more attracted to the site.

Booking

How do I receive bookings?

After you create a profile on Eastperience, you’ll be able to access it and edit your details. You’ll also control your own availability and you’ll be in charge of your own bookings. If you receive a booking request, you need to confirm it within 24 hours, before it expires and gets canceled automatically. You can get in touch with the guest through the Eastperience platform to discuss details.

What do I do when I receive a reservation request from a traveler?

When a traveler sends you a reservation request, you will receive an email notification and a notification will appear in your ‘Dashboard. Click on the link to see the reservation details and to accept or decline the request.
You have 24 hours to formally respond to a reservation request. If you leave a request unattended and it expires, this will have an impact on the positioning of your experience in the search results.
Remember that you are not obliged to accept any requests. If you don’t find it adequate or if it doesn’t fit your schedule for that day: simply decline it. If you decline one reservation request it doesn’t negatively affect your position in search results.
Here are a few of the most common situations that occur when you receive reservation requests and how to respond to them:

Am I allowed to decline reservation requests?

You have 24 hours to officially respond to a traveler’s reservation request before it expires, by clicking ‘Accept’ or ‘Decline’. To get to the request, click on the notification in your Dashboard.
You are never under any obligation to accept a reservation request. It’s always okay to decline a reservation request for any reason if you’re not ready to do the activity. If you are not available for the requested date or you cannot do it, simply decline it.
Declining a reservation request has no impact on your listing, but expired requests can negatively affect your placement in the search results.

How can I receive more bookings?

Of course, there’s a broad range of factors that influence how many booking requests you’ll receive. Some aspects you might not be able to influence, such as country, area etc. But you can definitely increase the number of bookings if you write a great description of your offer. Try to make your offer as appealing as possible by highlighting the unique aspects of it, by offering competitive pricing, by making sure you offer good availability in terms of dates and times, and by writing an appealing description. Next to that, good locals will be rewarded, because they will be booked more often based on positive reviews received by guests.

How do I meet up with the traveler?

We recommend giving a set address and a specific meeting point in your activity description so travelers know where to meet you. If you or the traveler would like to meet elsewhere you can message each other before the booking to arrange another place. Ideally, you should provide as much information about the meeting point as possible to the traveler as they probably don’t know their way around the city.

What happens if a traveler cancels a reservation for an experience?

If a traveler cancels an experience, Eastperience will respect our Cancellation Policy. Please feel free to view it here: cancellation policy

How do I cancel a reservation?

Sometimes unexpected events occur and you might have to cancel a reservation. If possible, we recommend contacting the traveler through the Eastperience internal messaging system to modify the reservation, thus avoiding a total cancellation. If you need to change the date and/or time, please remember to tell the Eastperience team so we can make the necessary changes in the system.
Cancellations by locals are a very serious issue and we recommend not to do so unless you have a good reason, since they can create a big inconvenience for the traveler. It also affects the credibility of our website. If you choose to cancel a reservation you will be held responsible for the cancellation. The cancellation will immediately come into effect.
One of the most negative consequences of a cancellation is that your positioning in the search results can be affected. You must consider that cancelling an experience at the last moment can be a serious problem and, if we see that the local does this frequently, we can apply strict measures such as blocking the user.
We understand that sometimes a cancellation is inevitable. This is why, if it’s absolutely necessary, we recommend that you contact the traveler and explain the situation. Then, you can officially cancel the reservation.
Once you cancel, the status for that reservation should change to ‘Cancelled’. If it doesn’t, then the reservation has not been officially cancelled by our system. Additionally, you won’t receive any payments when you cancel an experience.

How do reviews work?

When you receive reservations through Eastperience you can get reviews that will appear in your profile. The Eastperience reviews work in a similar way to other websites: users inform other members of the community about their experience.
Reviews are a good way to promote trust and safety. It’s the best way to earn a good reputation on Eastperience and to let the community know how great you are! Since reviews can only be written by travelers who have completed a reservation, all are the real opinions of community members who have tried the experience.
Travelers can review the experience, the local, and anything related to the experience. Since we are a community that values honesty and transparency; we only delete reviews that don’t follow our rules and regulations.

Trust and Safety

Why is it necessary to keep communication and transactions on Eastperience?

The main reason we try to keep communication and transactions on Eastperience is for your safety. We strive to create a community marketplace that brings security and trust to the forefront, and keeping your communication and transactions on Eastperience is vital to achieving this.
Private messaging for travelers and locals, a secure payment system are just a few examples of tools we offer to create trust and safety in our community.
But wait, there’s more. By conducting your transactions on the site, you have access to:
Our Eastperience support team : info@eastperience.com
The opportunity to review reservations.
Access to an amazing community of like-minded people traveling, doing activities, and reviewing experiences.
Locals also enjoy:
Peace of mind that you will be paid through Eastperience.
Travelers also enjoy:
The security of being able to get a refund in the event of a local cancellation.
Another reason not to take your communication and transactions offline is to make sure you adhere to our Terms of Service. If you choose not to use the Eastperience communication and payment system, we will not be able to support you.

Are there any legal restrictions?

Eastperience is open for everyone. However, it is up to you to make sure if there are any specific legal restrictions or laws applicable to the experience you’re offering and to adhere to those.
F.A.Q.

FOR TRAVELERS

General Questions

What is Eastperience?

Eastperience is a community platform that connects locals with travelers from all over the World. Its simple design enables local city-dwellers to offer informal tours/activities in whatever they are interested in with the click of a button. The platform then connects them with thousands of travelers in search of more authentic travel experiences, giving them a unique opportunity to experience a city as a local would.

How can I register?

It’s completely free to register and create an account with Eastperience. The easiest way to register is by connecting your Facebook address. This will automatically complete part of your profile and will generate more trust towards your account within our community. If not, you can register with an email account.

Booking

How can I get in touch with a locak?

Before making a booking, you can contact a local via the communication system of our platform. After the booking is placed by you and confirmed by the local,, both of you receive each other’s contact details, in order to stay in touch until the date of the experience.

How much time does a local have to respond to my reservation request?

Locals have 24 hours to accept or decline a reservation request. If a local accepts your request, the payment will be processed immediately and the total amount will be charged, although we will not forward the payment to the local until between 24 and 72 hours after the completion of the activity. If the local rejects your request, we won’t apply any charges.
Once the request has been formally accepted or rejected by the local, you will receive a notification via email of your confirmed reservation.

Are there any booking fees applicable?

No, the prices you see on the website are the prices you pay as a guest. No additional fees are applied.

How and when do I pay for the reservation of the experience?

Paying for your activity reservation on Easperience is easy, just use our secure payment system to enter your credit/debit card details or Paypal account information when you get to the checkout page (by clicking ‘Book’).

Which payment methods are accepted?

You can pay for your activity with a credit card or through PayPal. The credit cards we accept all cards that are accepted through PayPal’s service. Alternatively you can go to PayPal’s website to see the specific conditions of their service. Please note that fully secure card payments can be made through our POS platform or PayPal (note: you do not need to create an account to use Paypal to pay for your activity).
If you have any problems you can use PayPal or contact us info@eastperience.com
What happens if my reservation request is denied or it expires?
Locals have 24 hours to formally accept or decline your reservation request. If the reservation is not accepted or declined within 24 hours, it automatically expires.
If your reservation request expires, don’t take it personally! We try to make sure that locals check their messages and always respond to their requests. Normally, locals respond to messages and requests within less than 5 hours.
Payment is only placed if a reservation is accepted. We won’t charge you any service commission unless the local accepts your reservation.

Why can’t I call or email a local before booking?

We understand that you want to communicate with locals before making an activity reservation, which is why, in the interest of safety, we have created an internal system of messages within the Eastperience. You can contact a local at anytime if you go to their profile.
To ensure the security and privacy of our users, communication between locals and travelers are strictly made within the website.

Cancellation

Will I get my money back if a local cancels or doesn’t show up?

If a local cancels the booking or does not show up this is very inconvenient. In this case the full amount will be refunded to you. Please, note that cancellations by locals are taken very seriously since they can create problems for your travel plans. Also, they affect the reliability of our site which we work very hard to maintain. For this reason, we penalize locals when they cancel.
The refund will be processed through the same payment method that you chose during your booking following the general procedures of Eastperience outlined in our Cancellation Policy. You will receive a refund for the full amount of the reservation within 24 to 48 hours from the cancellation. Note that once your money is refunded, it may take a few days to clear in your account, depending on the day of the cancellation and your bank’s policies.

Trust and Safety:

How do I know if a local can be trusted?

Eastperience is an open marketplace, which means that the booking is made between you and the local. To ensure safe and trustworthy experiences we have created an extensive network of ”tEASTers” in every country we have tours in. Each new local will be visited and checked by one of our tEASTers. They will check the location, take professional pictures, meet the local and approve the experience.

How does the review system work?

Reviews are very important to the users of Eastperience. You can only review an experience you’ve booked. You will be asked to review your experience with a local after it has taken place. By reporting bad and rewarding great locals and experiences you are able to help improving the quality of the offers and give guarantees for other guests.

Why is it necessary to keep communication and transactions on Eastperience?

The main reason we try to keep communication and transactions on Eastperience is for your safety. We strive to create a community marketplace that brings security and trust to the forefront, and keeping your communication and transactions on Eastperience is vital to achieving this.
Private messaging for travelers and locals, a secure payment system, and user flagging are just a few examples of tools we offer to create trust and safety in our community.
But wait, there’s more. By conducting your transactions on the site, you have access to:
Our Eastperience support team:info@eastperience.com
The opportunity to review reservations.
Access to an amazing community of like-minded people traveling, doing activities, and reviewing experiences.
Locals also enjoy:
A cancellation policy, that allows you to receive a partial or full payout in the event of a traveler cancelling.
Peace of mind that you will be paid through Eastperience.
Travelers also enjoy:
The security of being able to get a refund in the event of a local cancellation.
Another reason not to take your communication and transactions offline is to make sure you adhere to our Terms of Service. If you choose not to use the Eastperience communication and payment system, we will not be able to support you.