Useful information

Welcome to Spoontrip!

• Hi, I just found your site… What's it’s all about?
  

  Spoontrip is an international platform for activities related to gastronomy and wine.

  Site-specific visits, meet-and-greets with producers, tastings, gourmet ateliers, cooking classes, weekend stays at a farm, and gastronomy-themed holidays are just a sampling of the offers found on http://spoontrip.com.

  The activity providers themselves add and manage their offers on the site: they are dedicated aficionados and passionate professionals who are proud of their culinary mastery, their land, and their cultural heritage. They’re eager to share their passion with others and are excited to provide travelers with a unique experience.

  

  Always ready to eat!

• How does it work?

  Spoontrip puts you in direct contact with providers registered on the site. You’ll be able to:

  • Search for an offer or an activity,
  • Make a reservation on the provider’s page,
  • Enjoy an experience.

• Do I need to pay to use Spoontrip?

  The use of the platform is free, as is user registration and the publication of the offers. A service fee is paid by the provider when she/he receives payment for the activity reserved. All transactions are regulated through PayPal.

Search through the offers

• This is my first time using Spoontrip... How do I search for something specific via the site?
  

  The search function on the homepage enables you to go about your search in three different ways:

  • by venue: the site shows all of the offers located in proximity to your holiday destination and its surroundings,
  • by type of activity or type of product: the site shows all available offers that list the keyword entered into the search engine, regardless of the location,
  • by date: you can enter in the dates corresponding to your trip. This section is optional, and, more often than not, you’ll find a wider variety of offers when you don’t mention your travel dates.

  The offers pertinent to your search will appear in list form. The offers with the most positive comments and ratings will appear at the top of the list.

  

• I have a particularly intense passion for [oysters / paté / sweets / fill in the blank]; how do I zoom in an activity related to my passion?
  

  You can narrow down your search by using the menu on the left side of the result page. There will be several sections to choose from. For each section, you can select one or several criteria at a time, or you can leave the section completely blank, to increase the number of results listed. It is also possible to search using key words.

  

• How do I know if the criteria I selected were taken into account in my search?
  

  In the search menu, the different criteria are all checked off automatically. Once you’ve selected one or several sets of criteria, this will alter your search results.

  

• Can I set the price range as I'm searching?
  

  Yes, of course; by using the sliding price cursor at the bottom of the “Results” page, you can set the price range that you’re willing to spend on your activity.

  

• How do I get more details about an offer?

  By clicking on the heading or on the photo next to the offer summary, you’ll be brought to the description page. You can read all the details pertaining to the offer, click through the image slideshows, check out the reviews and comments of past Spoontrippers, communicate directly with the provider, and, if all goes well, book your reservation.

• Oooo, I'm interested in an offer... How do I get in touch with the provider?
  

  You can make direct, immediate contact with the provider via the site’s messaging system. To be able to do this, however, you must be a member of Spoontrip, which you can easily become by signing up.

  

Manage my account

• Why create an account?

  Well if you’re just a curious visitor, Spoontrip lets you freely peruse the site and check out available offers; creating an account is not necessary at this stage. Intrigued by an offer you see listed? Well in that case, you’ll have to create a user account with Spoontrip in order to get in contact with the people who posted the activity. To do so, click on the “Connect” or “Create an account” link on the homepage.

  Are you a provider and intrigued by our site? Want your expertise and passion for gastronomy and wine to be part of our roster? Create an account and follow the instructions under FAQ/Provider.

• How do I sign up?
  

  Click on the link marked “Connect” at the top of the page, or where it says “Sign up” at the bottom of the page. You’ll be directed to the sign-up page. Fill in your name (first and last), email, and password. Then click “I have accepted” for the user terms and conditions of the site (it’s required in order to create an account).

  

• Can I use a fake email address to sign up for Spoontrip?

  Noooooo. It is absolutely 100% necessary to type in a valid email. In any case, your account will only be approved after your email address has been validated. Don’t be shifty!

• How do I sign in?
  

  Click on the link marked “Connect” at the top of the page and then type in your email and password.

  

• Am I required to fill in all the sections on the "My account" page?

  Nope, only certain sections are required. However, it’s best to put in the maximum amount of information you’re comfortable sharing, so that users/providers can get to know you a bit before meeting you.

• I can’t seem to upload a photo onto my profile... Any advice?

  The format and/or size of your photo are probably not adapted to the site… If you change your photo to a .png or .jpg format and less than 2MO, you’ll be problem-free.

Send messages

• I have questions about an activity... How to proceed?
  

  Oh, easy!
  On the offer’s description page, click on “Contact me” button of the provider’s page. A pop-up window will open and you can ask your questions right away. Your back-and-forth exchange will appear in the “Messages” section. You will receive a notification by email as soon as the provider answers your question.

  

• I'd like to know the exact address of an activity.

  Once the reservation has been confirmed, you’ll receive the exact address and contact information of the provider. Before your reservation has been confirmed, a Google Map will give an approximate indication of the place where the activity will happen.

• Why can’t I send my contact details?

  Messages containing personal contact information – including telephone number, postal address, website or email address – are strictly forbidden. Even if you try to send this information (despite our stern warning), the information will be automatically erased and the message may not be sent through. To guarantee the message will go through, simply omit this information.

• How do I message with a provider if we don’t speak the same language?

  Ah, how to conquer cultural diversity in the global marketplace! No problem. If your high school level language lessons aren’t coming back to you (and they never do), modern technology can help! Thanks to Google translate, there’s a translation function that enables you to convert the messages you’ve received into your native language.

• I haven't received an answer to the message I sent…?

  Rule of thumb? Patience, dear Spoontripper. The people with farm savoir-faire may not be the ones who run out and buy the newest iphones, smart phones, etc., see what we’re saying? Their pace of communication may be a little less instantaneous than you’re used to.

  But also: don’t hesitate to send messages to other providers in the same area.

Become a Spoontripper

Make a reservation request

• I want to make a request for a reservation. How to proceed?

  On the detailed offer page, put in your holiday dates and the number of people you’re reserving for, then click “Book”. The booking request is sent to the provider. We highly recommend that you get in touch with the provider before making your booking request. That way s/he can answer your questions ahead of time and confirm availabilities.

• I made a request for a reservation. What's next?

  The provider is granted 48 hours in which to officially accept or turn down your booking request based on the information you sent (dates, number of people). If the provider does not answer within the allotted 48 hours, the request for reservation is considered null and void.

  You’ll be able to see this information under “Bookings” in your account and, in addition, you’ll receive an email from the provider.

• I made a request for a reservation and I haven’t gotten a response from the provider. Where does this leave me?

  As mentioned above, if the provider does not answer within the allotted 48 hours, the reservation request is considered null and void. You’ll be able to see this information under “Bookings” in your account. You will not be charged for the reservation.

• Is there a section where I can follow the progress of my request for reservation?

  The status of your reservation request can be found under “Bookings” in your account.

• I made a request for a reservation but I can’t find evidence of it on the site...?

  If your reservation request has indeed been processed, you’ll find it stated under the “Bookings” heading.

  However, if you don’t see the request registered under your “Booking requests” heading, it’s possible that the request did not register, or that you did not finalize the procedure. If that’s the case, go back to the offer you’re interested in, click on “Book” enter in your PayPal account information and validate your request for a reservation.

Pay

• At what point should I input my payment information?

  Once your request for a reservation has been sent to the provider, you’ll be redirected to PayPal in order to move ahead with the payment. You have the option of entering in your bank card details (CB, Visa, MasterCard, American Express) or your PayPal account. PayPal asks for a payment pre-approval and you will be debited once the provider has validated your booking request.

• Does the payment for the reservation go through immediately?

  No, not right away. The provider is allotted 48 hours in which to accept or turn down your reservation request. You’ll be debited only after you receive a confirmation of your reservation request from the provider.

  Should you hear nothing from the provider, or should he turn down your request, the reservation is automatically cancelled and nothing is debited.

  In any case, you will receive a follow-up email to inform you that the provider has accepted or declined your request or if he hasn’t answered you within 48 hours.

• What methods of payment are offered through the site?

  PayPal enables you to pay with a card (CB, Visa, MasterCard, American Express), or to use a PayPal account.

  When the booking request is sent, PayPal operates a pre-approval authorization on your means of payment. Once the provider has validated your booking request, your card/account is debited and the amount transferred directly to the provider’s account.

• Why use Spoontrip to make a reservation?

  Spoontrip provides a vast marketplace that is open to everyone. Spoontrip puts you in direct contact with providers registered on the site. We do not endorse the providers nor do we vouch for their offers. We do not intervene regarding booking requests.

  However, we have provided general user terms and conditions for the site, which all participants in the Spoontrip experience must follow.

  The terms and conditions and quality guidelines, which the providers are to follow, were created in order to reassure both visitors and providers alike. Spoontrip reserves the right to remove those from the site that do not follow these terms and conditions.

  Visitors may cancel their booking directly from their account page, in accordance with the cancellation policy described below.

  The site reserves the right to do random checks and to ban any provider who exhibits fraudulent behavior. Please do not hesitate to alert us to any fraud at urgent@spoontrip.com.

• My credit card isn't functioning in the system; what to do?

  Double-check that you typed in the right numbers and their correct order on your card, and that it hasn’t expired. (On that note: your card’s expiration date must remain valid until a minimum the start date of your activity.) If you’ve double and triple checked that there are no mistakes in what you’ve typed, and your card still isn’t being charged, you can create a PayPal account and use that to pay.

• In order to make a reservation, am I required to pay the full amount?

  Yes, you are required to settle payment on the site. All – all! – transactions happen online. Full payment is required to make a reservation. Transactions external to our site are not authorized, as they do not adhere with our general terms and conditions for Spoontrip users.

• Can the transactions be settled in a foreign currency?

  At the moment, no, transactions are only payable in euro (€). We hope, in the near future, to be able to offer the possibility of having transactions in foreign currencies.

• During the activity, might there be additional fees to pay?

  No: all fees are and must be included in the price cited by the provider. As mentioned above: transactions external to our site are not authorized, as they do not adhere with the general terms and conditions for Spoontrip users.

• If a request for reservation is turned down or expires, is my card going to be debited?

  Oh, no no – the amount due is credited only when the provider has accepted the reservation. Please note that, if your request has been turned down, Spoontrip cannot intervene.

• Can I get a receipt for the transaction?

  Yes; you just have to go to the section called “Transaction history” seen on the left side of the menu in your account. The receipt for the paid fee will be there as soon as your reservation request has been accepted and confirmed by the provider. This is not an official document. It is up to the provider to give you an official receipt for services rendered.

• The site isn’t working. What should I do?

  You have sent a booking request or received a booking confirmation and cannot access the website. In case of emergency, you can write to us at urgent@spoontrip.com.

Cancel an existing booking

• I need to cancel my reservation. How do I proceed?

  All reservations must be cancelled from your Spoontrip account in accordance with the cancellation policy. If you wish to make a cancellation, go to the “Bookings” section and click on the “Cancel” button of your reservation and click on “Confirm” when you’re asked “Are you sure you want to cancel this booking?”. Your cancellation is then automatically sent to the provider, so there is no need for you to contact the provider. You’ll find the information “Canceled” stated under your reservation.

  Cancellation terms and fees are the following:

  • 8 days (or more) before the activity’s start date: the visitor will be fully reimbursed,
  • 7 days (or less) before the activity’s start date: cancellation fees are 100% of the amount paid, that is to say, there is no refund.

  Spoontrip does not intervene in cancellation requests and does not accept cancellation requests received by email. Every cancellation must follow the procedure mentioned above.

  It is not possible to modify your confirmed reservation. Therefore, changing the activity and/or dates of your reservation is considered to be a cancellation. To book a new date or activity, please send a new request to the provider.

  If the cancellation is on the part of the provider, the visitor will be fully reimbursed. Please note that providers are not allowed to cancel confirmed bookings. If they cancel, it must therefore be an exceptional situation.

• How will I be reimbursed ?

  In the case of a reimbursement by the provider, the refund will be made to your PayPal account or to your credit card.

Preparing for the visit

• When does the activity start?

  The arrival details and start time of the activity should be indicated in the provider’s offer. Feel free to ask him/her these questions before your allotted dates.

• How do I get to the activity?
  

  Once the reservation has been confirmed, ask the provider to send you a detailed map and directions.

  

• What do I need to bring with me?

  If you need to bring anything specific, the provider will let you know in advance. Otherwise, just bring your curiosity and your appetite.

• Will I be the only participant?

  The number of people able to participate in the activity will be mentioned in the offer’s description. Don’t hesitate to ask the provider how many people have signed up for the day you’re going.

• Can I come with an additional person?

  Sure, if the provider has room to accommodate an additional person that day. You’ll have to follow the normal procedure of making a request for reservation via the site for the additional person.

• I have specific allergies. I should probably warn the provider, right?
  

  It goes without saying that all medical problems, allergies or other, must be mentioned to the provider in advance in writing before the activity begins. The provider cannot be responsible if s/he wasn’t informed in advance and doesn’t know.

  

• I don’t speak the same language as the provider... How is this going to work?

  We advise you, as you’re making a request for a reservation, to check with the provider as to whether his/her linguistic skills are sufficient for a smooth and readily understandable interaction. Worst case scenario, even if the language skills are a little “rusty”, cooking tends to brings people together. Seeking out the finer things is an international aspiration – one that transcends proper sentence structure.

• Can I come with a pet in tow?
  

  Certain offers mention the possibility of bringing pets along. If that is not the case for your selection, and you’re traveling with your pet, let the provider know.

  

• Will the provider pick me up at the station?

  It is your responsibility to arrive at the time and place of the activity. The provider is not expected to come pick you up from the train station or airport. If you get lucky, maybe the provider will offer to, but that is a bonus, not a requirement.

The Day of

• Some rules of thumb…
  • Common courtesy: be respectful of the provider, and of the place you’re going to.
  • Be on time! Perhaps a wee bit early! You are being provided with a service, so you should make it a priority to arrive at the time you’re supposed to be there.
  • Don’t forget your camera (yup, that’s a rule). You’ll experience something wonderfully unique; it would be a shame not to have a means of remembering it (…or making your friends a tiny bit envious of it). When your activity is over, you’ll be able to upload photos onto Spoontrip in the “Comments” section.

• I'm going to be running late!!
  

  Warn the provider as far in advance as you can to check whether this will be problematic.

  

• Something came up and I won’t be able to make the activity I booked… What to do?

  If you find yourself in a situation where you absolutely must cancel, please read the “Cancel an existing booking” paragraph in the FAQ/Become a Spoontripper.

• The activity I attended did not correspond to the offer I paid for.

  If you were expecting a plum tart and were instead served a raspberry flan…the provider surely did his or her best to present you with the closest alternative to what was expected.

  In an event of fraud, the visitor must directly involve the provider. The site may eventually support your complaint.

  The site reserves the right to make random checks and to ban any provider who exhibits fraudulent behavior. Please do not hesitate to alert us to any fraud at urgent@spoontrip.com.

• I had a problem with a provider; how can you help?

  Spoontrip provides a vast marketplace open to everyone. Spoontrip puts you in direct contact with providers registered on the site. We do not endorse the providers nor do we vouch for their offers. We do not intervene regarding booking requests.

  However, we have provided general user terms and conditions for the site, which everyone involved in the Spoontrip experience must follow.

  In an event of fraud, the visitor must directly involve the provider. The site may eventually support your complaint.

  The site reserves the right to make random checks and to ban any provider who exhibits fraudulent behavior. Please do not hesitate to alert us to any fraud at urgent@spoontrip.com.

Share my experience

• I had a fantastic experience and I want to broadcast it to everyone and anyone! What's the best way to go about this?
  

  That’s great news! We’re delighted that you enjoyed the experience! We very much encourage you to relay this information, both to the provider and to other Spoontrippers via the “Comments” section. Your endorsement will enable future visitors to benefit from your experience. The more reviews a place has, the more visible it’ll be on the site. Photos of the experience are just as welcome as written reviews.

  

• My experience was underwhelming and I'm frankly pretty disappointed. What's the best way to communicate this to other people so that they know what to expect?
  

  Oh dear. We’re sorry that the activity fell short of your expectations. We encourage you to write why this was in the “Comments” section: the comments you make will allow future visitors to have a well-informed sense of what to expect from the experience. We hope this won’t discourage you from trying out other gourmet activities and gastronomical wonders.

  

Become an activity provider

Why become a provider?

• Why put my offer on your site?

  Spoontrip has created a platform that enables you to benefit from the following:

  • International visibility and access to a large clientele,
  • An easily manageable online system that enables you to readily schedule reservations and manage your calendar,
  • A fast and reliable system for payment directly on your PayPal account..

• Does it cost anything to put my offer online?

  The use of the platform is free, as is user registration and the publication of the offers. A service fee is collected on the sale when you, the provider, receive payment for the activity. All transactions are regulated through PayPal.

• I'd like to post an offer on Spoontrip; how do I proceed?

  If you’re an artisan, chef, guide, producer, vintner, owner of a bed & breakfast or a cottage, hotelier or owner of a restaurant – or you can provide some other activity related to gastronomy or wine – you can post your offer on the site in three steps.

  The steps are as follows:

  • Sign up on the site and fill in your provider profile,
  • Fill out the required form in order to have your offer posted on the site and then manage your calendar,
  • Type in your PayPal details.

  Creating a PayPal account is required in order to use Spoontrip’s services.

  Here after a tutorial link to learn how to create a Paypal account

• Why PayPal?
  

  • Pre-approve authorization on the visitor’s means of payment at the time of the booking request;
  • Receive transferred money on the account when you, the provider, accept the reservation;
  • Pay Spoontrip service fees.

  On a default setting, the email address linked to your PayPal account will be your contact email used for your Spoontrip account. To modify the email address linked to your PayPal account, go to the “My PayPal account” section of your dashboard.

  

• 1. Signing up and filling out the provider profile
  

  For instructions about how to sign up and sign in, please refer to the “Manage my account” section of the FAQ/Useful information.

  In order to complete your provider profile, refer to the “My account” page and fill in your information: telephone number, occupation, languages spoken, biographical details. You must also upload a photo, which will become your profile photo. All of the information you put online should have helpful indications of what future visitors can expect from you and what your services are like.

  Introduce yourself, describe your background, emphasize your savoir-faire, your desire to share your expertise, your traditions and cultural heritage, and your enthusiasm for your products and production.

  If you’re a company, click where it says “I am a company” and fill in the supplementary information regarding you business details and tax information.

  

• 3. Filling in the "Post an offer" page
  

  Click on “Post an offer”, located in the top corner of the page. From there you can enter in the details of your offer. Try to be as precise, detailed, and evocative as possible regarding your activity and what it will involve.

  

• 3. Entering in your PayPal account details
  

  Make your way to the “My PayPal account” section, and then type in the details regarding the PayPal account you’d like to receive your payments in.

  

Describing my offer

• How should I choose the title of my offer?

  The title will appear within the search results. To draw people to your page, choose something catchy and be sure to use key words.

• What details about my location must I reveal in my offer?
  

  A Google Map will help future participants localize approximately where your services are. The exact address of the activity will be forwarded to the visitor only after you have accepted their reservation.

  To post an offer, you must provide your address, city, postal code and country. All of this information is required (otherwise, how will visitors find you?!).

  

• How should I describe my offer?

  This is where you get to flex your advertising and/or story-telling muscles.

  You want to whet the appetite, so to speak, of these potential visitors. You’ll want to get them interested in the wonder of what you do, but be sure not to stray too far from the nitty-gritty details about what you’re actually offering. The description must include the basic elements of your practice according to the realm of your activity (gastronomy, lodging, or other). Emphasize your savoir-faire, the unique qualities of your products and services, and the special environment in which they’re showcased. It’s often helpful to have a friend help you with this part, so as to be sure to portray a more objective, accurate description.

  It is strictly forbidden to reveal any of your personal contact information in this section, be it your exact address, your telephone number, your email or your website. Failing to adhere to the site’s user conditions will result in the removal of your account from the site.

• How to display the number of people I can accommodate and the duration of the activity?

  There is a section where you can enter in the number of people you can accommodate and the duration of the activity. If the activity lasts more than 24 hours, indicate the number of days.

• How can I emphasize that my production is organic?
  

  In the “Certifications” section of the “Post an offer” page, you can check off the certifications that correspond to your products or facilities (AOC, AB,…). You can then include the organic agriculture logo in your offer.

  The validity of these advertised certifications and their honest representation is your responsibility as a provider.

  

• Regarding the activity, products, wine, cuisine, and venue sections…
  

  This information enables you to refine the characteristics of your offer. When Spoontrip visitors look for specific products or activities, this means your offer will be amongst the relevant results. We advise you to put in the most accurate information possible, so that those who are seeking out what you have to offer can easily happen upon your expertise.

  You are not allowed to enter in information that does not correspond to your activity. Failing to adhere to the site’s user conditions will result in the removal of your offer from the site.

  

• Why create a category for my offer?

  Selecting a category increases your offer’s visibility. We make suggestions which we encourage you to use, or you can create a new category.

• What additional practical information should I include?

  Do enter in the seasonal periods during which your activity will be available to visitors: hours of operation as well as practical information (wifi access, activities for children, policy about pets) in order to anticipate the kinds of questions visitors will eventually be considering before making a reservation.

• How do I determine the price point for my offer?
  

  The “Booking price” on the site must be over 10€, and is indicated per person and per offer.

  The “Net amount” is the booking price on the site minus Spoontrip service fees (15%). This amount does not include PayPal fees.

  About the payment process: You will receive the total amount paid by the visitor on your PayPal account. Immediately after, Spoontrip service fees will be deducted from your account.

  For more information, please read the terms of use.

  

• How should I organize the photos displayed in my offer?

  At least one photo is necessary for your offer to be put online. These photos appear in landscape format and must be less than 2M0.

  We advise you to upload a variety of photos in order to clarify the kind of experience your offer provides.

  The first photo of the series will be the photo featured alongside your offer. When a visitor sees your offer in the search results, this is the first image s/he will see.

• Can I upload a photo in a portrait format?
  

  Yes, you can load a photo in portrait format. But it will be surrounded by gray stripes to fit the landscape of the site.

  

• What kind of photos should I use to do justice to my services?

  Photos are a very important means of valorizing your services. Try to create a visual narrative. Start generally and move gradually to the more specific.

  We recommend that you start by putting up atmospheric shots (of the landscape, the region, the residence where the activities take place…) then move inside (different rooms, the kitchen, dining tables, ateliers…) and finish off with the images that showcase your unique experience (products, animals, specialty dishes).

  It’s always a good idea to add situational photos that show experiences with previous visitors. People who look at your offer can get a sense of how people engage with what you’re proposing.

• Any recommendations for taking appealing photos?

  For outside photos, a sunny day always gives better results than a blah-weather day. Think about the framing of your photos so that extraneous things don’t get in the way. Think about interesting perspectives and the depth of field.

  For inside photos, the spaces should be tidy and well-lit.

  For portraits and wide shots, keep the focus clear and make sure the starring subject matter is evident.

• Any recommendations about how to manage the offers in my calendar?
  

  Once your offer has been posted online, be sure to manage your availabilities. All dates are available on a default setting, so you have to indicate dates that are taken or off-limits for an offer.

  Look on the page entitled “Posted offers” and click on the corresponding offer and on the section “Availability”. The calendar feature enables you to manage when the offer is or isn’t available.

  Regularly update your calendar. Visitors can only send requests for reservation for dates that are listed as available.

  

• I have a seasonal offer that I want to save but that I don’t want posted off-season… What to do?
  

  In the “Posted offers” section, you’ll have access to all of the offers you’ve listed. An “On/Off” button enables you to make the offers visible or invisible as necessary, so that the offer stays in the system without being posted as an option to visitors when it’s off-season.

  

• ...I can modify my offer, right?

  Yes indeed; you can modify your offer by clicking “Modify” in the “Posted offers” section.

• Can I post multiple offers?

  Yes, you can add a new offer by clicking on the button ”Post an offer” on the top right end of the pages.

• How can I display my offer in the “Today’s special” section of the homepage?

  The “Today’s special” section of the homepage is reserved to display offers selectively. As of now, this service is free of charge. To appear in the “Today’s special” section you can write to us at this address contact@spoontrip.com mentioning “Today’s special” in the title of your email. We select the offers to be displayed everyday.

• My offer is showing on the site but bookings are indicated as "temporary unavailable". What should I do?

  To open your bookings, you need to register your PayPal account in the “My PayPal account” section of your dashboard. Your PayPal account will be verified within 24 hours, then the bookings for your offer will be possible.

Managing requests for reservation

• How do I know if someone sends me a message?

  You will receive an email notification informing you of the message you received from a visitor.

• How do I manage the messages that are sent to me?

  Refer to the “Messages” section. New messages are indicated by a number in the left-hand menu. Unanswered messages are indicated by a colored dot on the right side, preceding the message.

  By clicking on the message or the name of the user, the message’s text will pop up and you’ll be able to respond to the message.

  Remember to respond promptly to questions, so as to keep visitors interested in and informed of your activities.

• How can I keep track of a back-and-forth discussion with a potential visitor?

  Go to your page “Messages” in your user interface and click on the title of the discussion started. This link allows you to pick up the thread of discussion where you left off.

• How do I answer a message if we don’t speak the same language?

  Not a problem: communication differences in the global marketplace can be overcome! If your high school level language lessons aren’t coming back to you (and they never do), modern technology can help! Thanks to Google translate, there’s a translation function which enables you to convert the messages you’ve received into your native language.

• How will I be alerted when there are new requests for reservations?

  You will receive an email notification informing you to check into your account and to respond to the reservation request.

• How do I manage the requests for reservation?

  Check for the “Posted offers” in the menu of your dashboard, under the “Manage bookings” section. As soon as you have a new request for a reservation, an exclamation point will appear in the menu. On the right-hand side, you’ll see the list of all the requests for reservations.

  The color of the dot represents the status of the request: green (confirmed), orange (stand by), and red (refused or canceled).

  You have the option of sorting your requests for reservation according to their different statuses, so that you can look through all the reservations waiting to be confirmed at once.

  We advise you to respond to the requests as quickly as possible. Remember that, once you receive a request for reservation, you have 48 hours during which to validate the request; beyond that time period, it is canceled by default.

Payments

• How does the payment system work?

  All transactions are settled via your PayPal account. To date, we do not offer transfers directly into your bank account.

• When do I receive the payment?

  PayPal transfers the total amount of transaction to your PayPal account once you have validated the booking request.

• Can the transactions be settled in a foreign currency?

  At the moment, no, transactions are only payable in euro (€). We hope, in the near future, to be able to offer the possibility of having transactions in foreign currencies.

• Can I get a receipt?

  Yes; you just have to go to the section called “Transaction History” seen on the left side of the menu in your account. The receipt for your sale will be there as soon as you accept and confirm a reservation. This is not an official document. It is up to you to provide the client with a nominative receipt mentioning the total amount paid by the visitor, cancellation fees and conditions, and specific information associated to your services (taxes, insurance, etc…).

• Does the site take service fees?

  Yes, the site charges service fees but only when the booking is accepted by the provider. The amount paid by the customer goes into the provider’s account. Immediately after, Spoontrip service fees will be deducted from the provider’s account and an invoice will be sent.

• On the provider’s side, what happens when a visitor cancels his/her reservation?

  The visitor can cancel any reservation from his/her Spoontrip account in accordance with the cancellation policy. When the visitor cancels a reservation, a cancellation notification is sent to the provider via the site.

  Cancellation terms and fees are the following:

  • If a client cancels 8 days (or more) before the activity’s start date, the provider must refund the entire amount received for the reservation,
  • If a client cancels 7 days (or less) before the activity’s start date, the provider keeps the amount received.

  In the case of a cancellation 8 days (or more) before the activity’s start date, Spoontrip service fees will be refunded to the provider’s account.

  In the event of fraud, please note that the site reserves the right to apply penalties and can eventually remove the accounts of fraudulent providers.

  Please note that it is not possible to modify a confirmed reservation. Therefore, changing the activity and/or dates of the reservation is considered to be a cancellation.

• How to refund a visitor who has canceled his/her reservation?

  If a client cancels 8 days (or more) before the activity’s start date, the provider must refund the entire amount received for the reservation. To do so, the provider should go on his/her PayPal account, spot the corresponding payment line, and click on the “Refund” button located on the payment line.

• What happens if I cannot deliver on the activity promised because of something unexpected?

  Providers are not authorized to cancel reservations once they have been confirmed.

  In case of an exceptional situation, you should write to the following address: urgent@spoontrip.com. The site will transfer the information to the visitor and he/her will be fully reimbursed including Spoontrip service fees. Please note that the site reserves the right to apply penalties and can eventually remove the accounts of providers in this case.

Quality guidelines

Information

• Publishing accurate information

  The provider must depict the offer’s characteristics accurately. S/he must particularly emphasize the aspects relative to the domain of the activity that are in accordance with the applicable local legislation.

• Upkeep of calendar and management of availabilities

  The provider must be sure to regularly update his/her calendar, in order to avoid confusion about the availability of the cited offers.

Reactivity

• Responding promptly

  The provider must make the effort to reply to potential visitors’ questions in a timely fashion. By replying to questions quickly and informatively, you’re setting the right tone for the future encounter. It’s a good idea to inform the visitors ahead of time about the number of people who have also signed up for the day they have selected.

• Being considerate

  The provider must be attentive both before and during the activity. Alert your visitors to any and all possible changes before their arrival. Don’t forget to indicate whether your visitors need to come to the activity equipped with anything specific.

Reliability

• Communicating efficiently

  Once the provider validates the request for reservation, s/he has made a commitment to deliver the activity. In the case of a cancellation, the provider must respect the visitor’s decision to cancel and must respect the conditions pertaining to the cancellation policy.

• Providing a warm welcome

  The experience that you provide is a unique one. It’s important to always be friendly and maintain your enthusiasm for every group of visitors you greet. Even if it’s your third session this week, the visitors should be welcomed with the same excitement you summoned when you greeted your first visitors.

Rules and regulations

• Stringently abiding by the rules

  The provider must, regardless of the circumstances, abide by the rules and local regulations relative to the domain of the activity, especially with respect to taxes and employment.

• Following the terms and conditions of the site

  The terms and conditions and quality guidelines, which the providers are to follow, were created in order to reassure both visitors and providers alike. Spoontrip reserves the right to remove those from the site that do not follow these terms and conditions.