Your questions, our answers

Traveler FAQs

 

General questions

Who are the Local Experts?
Tour guides, photographers, cooks, chefs, hiking guides, personal shoppers, sport instructors, artisans, architects and many more! 
Ok but ... why “ZesTrip”?! Where does the name come from?
ZesTrip is the fusion between “Zest” and “Trip”.
As defined by the Positive Psychology, “zest” is a “living life with a sense of excitement, anticipation, and energy.”(Wikipedia)
”By becoming part of our Community, you will find the missing taste of your trip. Just like a great chef adds zest to a dull dish to turn it into an experience for your senses.”– ZesTrip Founders 
Are ZesTrip's prices good?
On ZesTrip, Local Experts decide their own prices and what the activities consist of, just like a free market. There are no tour operators, no travel agencies between you and the Local Expert. 
I have a suggestion for your website. Can I tell you?
Your opinion is the sparkle to improve ZesTrip! We ask you to write to us right now and share your thought via info@zestrip.it ! Thanks for your help. 
Something is wrong with your website. What can I do?
Please let us know any bug or malfunctioning at support@zestrip.it , we will get back to you within 24 hours. Thank you for your patience. 

Email, password and personal profile

How can I sign up?
Registration is free. To sign up, click on “Log-in/Sign-up” in the upper-right area. There you can choose among different ways to sign up: we suggest you use a social network (e.g. Facebook), the simplest and fastest. Alternatively, you can insert your e-mail address: we will send you an e-mail containing a verification link to follow. 
I don't receive your e-mails, why?
First, please check if you gave us your correct e-mail address by visiting your account page (click on your name in the upper-right area).
If the e-mail address is correct, our e-mails may have been mistakenly considered as “Spam” or “Phishing” by your e-mail provider (e.g. Google, Hotmail, etc.). Check your “Spam” or “Phishing” folder: if you find our e-mails there please mark them as “safe” or “sender reliable” to make sure that it will not happen again in the future. For any doubt, please write to us: support@zestrip.it . 
How can I change my e-mail address?
Access your profile Dashboard by clicking on your name in the upper-right area. You can edit all the information regarding your profile, e-mail included, by clicking the Pencil icon in in the upper-right corner of the box. 
How can I change my password?
Access your profile Dashboard by clicking on your name in the upper-right area. You can edit your password by clicking on the link “Change password”. 
I forgot my password, what can I do?
Just click on "Log-in/Sign-up" in the upper-right area, and then click on "Forgot password?" A new password, generated randomly, will be automatically sent to you. We suggest you then change it immediately into something you can remember easily. 

Bookings and Reviews

How does the booking work on ZesTrip?
  • 1. Make a booking request, the Local Expert has 48 hours to confirm his or her availability
  • 2. ZesTrip is your guarantee: The Local Expert receives the payment 24h after the execution of the activity
  • 3. The personal contacts of the Local Experts will automatically be sent to you after the booking confirmation.
 
I booked an activity. Will there be other Travelers there?
It is up to the Local Expert to allow other Travelers at your activity. In some cases the activities are not Private, but only if the Description says it clearly. You can ask further details at the Local Expert using our ZesTrip Chat. 
How do I reach the meeting point?
The meeting point is different for each activity and it is usually stated clearly. In some cases, the precise meeting point is not specified in the Description: the Local Expert will provide further details after your booking. 
When I am booking an activity, some days are unavailable. Why?
The local Expert can define, for each activity, the days in which they are available. If you need to book for a day that is marked as "not available" please contact the Local Expert directly through the button "Ask the Local" in the activity page. The Local Expert will try to fulfill your need! 
How much time does the Local Expert have to confirm my booking?
The Local Expert has 48 hours to confirm your booking. During this period, you and the Local Expert may arrange some modifications to the booking if you would like. In any case, if after 48 hours from your original booking there is no confirmation, the booking is immediately cancelled and no money will be charged to your credit card (or PayPal account). Note: When you book an activity, we do not immediately charge the money but we authorize the payment. Money will only be charged when the booking is confirmed. 
How do I know that the Local Expert confirmed the booking?
When the Local Expert confirms a booking, we automatically send you an e-mail. In addition, you can check your booking's status in the "Booking" section of your Dashboard. (Just click on the upper-right hand button). 
What happens if the Local Expert rejects my booking?
In some rare cases, the Local Expert may have to reject your booking. In this case, the booking would automatically be cancelled and no money would be charged on your credit card (or PayPal account). Note: When you book an activity, we do not immediately charge the money, we only authorize the payment. The money will only be charged when the booking is confirmed. 
Is the price final or are there any hidden costs?
There are no other costs: the price shown to you in the activity page is the final price that you are going to pay. 
How do prices work on ZesTrip?
All the prices in ZesTrip are set by the Local Experts. Prices can be of two kinds: "per person" or "per activity". The prices "per activity" are the final prices that the client will pay, while the prices "per person" have to be multiplied by the number of people of the booking. 
Can I change a booking?
Of course! The booking change depends on if the booking is already confirmed or not.
If the booking is not yet confirmed, you can directly chat with the Local Expert via ZesTrip Chat (you can find the link to the Chat next to your booking, the Local Expert will insert it into our booking system and you will receive an automatic e-mail that notifies you of the change request. To confirm the change and finalize the booking go to your "Bookings" in your Dashboard.
If the booking is already confirmed by the Local Expert, the possibility of changing it is not always guaranteed. The Local Expert will try their best to fulfill your needs but it is not always possible. To request a change, you can directly chat with the Local Expert via ZesTrip Chat (you can find the link to the Chat next to your booking in the Bookings section of your Dashboard). Once you have agreed to a change in the booking, send an e-mail to support@zestrip.it describing your request. 
Can I cancel a booking?
Of course!
If you booked an activity and the booking is not confirmed yet, you can directly delete it from your Dashboard (in the “Bookings” section). Just click on the “Actions” button next to your booking in the “Bookings” section of your Dashboard (click on the icon in the upper-right area), then click “Delete”.
If your booking is already confirmed, instead, the following cancellation policy applies:
- Cancellation request from 0 to 48 hours prior to the activity: no refund.
- Cancellation request within 48 hours and 7 days prior to the activity: 50% refund
- Cancellation request more than 7 days prior to the activity: 100% refund
To cancel the booking please write to support@zestrip.it including:
- The e-mail addressed used for the booking
- Booking Number 
What are the “Add-on”?
The add-ons are additional optional services that you can buy along with an activity. The price of the add-on, which is also "per person” or "per activity”, is added to the price of the activity itself. 
I can't find the activity that I want, can I request it?
Sure! If there is an activity that you would like to do but it is not on ZesTrip yet, just tell us at info@zestrip.it! We know our Local Experts: we will contact them and find the right person that can deliver what you are asking. 
Some activities depend on the weather. What does it mean?
Some activities, to be carried out, need special weather conditions. In these cases, it is explicitly mentioned in the description page of the activity. If the task cannot be performed safely, or cannot follow the route agreed, it has to be cancelled: the Local Expert will contact you and you will be entitled to a full refund. 
Can I publish the review of an activity?
Sure! The reviews enhance the quality of services offered by ZesTrip and help the best Local Expert to stand out. The activities that get positive reviews in fact get more visibility within ZesTrip. If you have a good experience with a Local Expert, help him be noticed by writing him a review on its activities!
After that the activity took place, you will have the opportunity to publish a review of your experience. To do this, go to "Bookings" from your Dashboard: next to a confirmed booking, you will find the opportunity to place a review.
The review system has the aim to provide honest, fair and reliable opinions on the work of the Local Expert. The Staff of ZesTrip reserves the right to remove reviews that are not aligned to these principles. 
Can I trust the reviews?
ZesTrip allows the publication of reviews EXCLUSIVELY to users who have purchased and performed the activity. This allows us to avoid the plague of fake reviews that unfortunately is affecting operators well known in the industry. 

Chat & Communications

Why can't I find the Locals's full name, their e-mail address or phone numbers?
The ZesTrip Terms of Use do not allow the Local Experts to provide their personal contacts. To organize the details of the activity you can use the ZesTrip Chat that puts you in direct contact with the Local Expert.
Furthermore, to allow you to locate more easily the Local Expert when you will meet, we will e-mail you his/her phone contacts after the booking confirmation. 
How can I contact the Local Expert to ask some information about the activity?
The personalization of the experience according to your needs is one of the founding values of the ZesTrip experiences! For this reason, it is available to you an internal messaging system on the platform, which connects you directly to the Local Expert (ZesTrip Chat).
In any activity page you can find the button "Ask the Local!" under the profile picture of the Local Expert. To send a message, you must be registered on the site (no worries, registration is free!). Messages are sent directly to the Local Expert, who will answer as soon as possible. You will receive an email whenever he/she posts an answer. 
How does the Chat work?
ZesTrip Chat connects you directly with the Local Expert. Messages are sent directly to the Local Expert, who will answer as soon as possible. You will receive an email whenever he/she posts an answer.
In any activity page you can find the button "Ask the Local!" under the profile picture of the Local Expert. To send a message, you must be registered on the site (no worries, registration is free!). 
Where can I find my Chats?
The current chats between you and the Local Experts are available in the “Chat” section of your Dashboard (click on your name in the upper-right area). 
How can I change the language of the e-mails that you send to me?
Just access your profile (click on your name in the upper right) and change the language of your account (click on the button with the symbol of a pencil, located near the edge of the box). 

Payments

How does it work the payment of my bookings?
Payments on ZesTrip are handled through PayPal, one of the leading payment providers in the world. When you book, you will be prompted to enter details of a credit card or a PayPal account. When making a reservation, the amount is authorized, but the money is not withdrawn from your credit card (or PayPal account). The money is actually withdrawn only when the Local Expert confirms the booking. If a booking is rejected, or it expires (48 hours without a confirmation), the booking is canceled and the money is not withdrawn. 
Which payment methods do you accept?
We accept payments via credit card or PayPal account. 
When I book an activity, does the Local Expert receive immediately the money?
No. When you book, the money is not taken from your credit card, but it is only authorized. The money is taken only in case of confirmed reservation.
In addition, once the booking is confirmed ZesTrip does not transfer immediately the compensation to the Local Expert: we withhold the amount up to 24 hours after the activity takes place, to guarantee for the correct execution of the activity. If you encounter problems during the activities, report it promptly to claims@zestrip.it. 
Can I pay in other currencies?
Yes. ZesTrip uses PayPal for payment processing. PayPal allows payment in other currencies. The conversion rates are set by PayPal if you have a PayPal account, or by your credit card provider. 
Do I have to pay the Local Expert when I meet him?
No. The payment is made 100% via ZesTrip to ensure a secure transaction, guaranteed and transparent. There are no hidden costs and the Local Expert can not ask for any additional payment for services booked through ZesTrip. 
What do I do if the Local Expert asks for more money than what I paid on ZesTrip?
The booking contains all the information about the price and the activities to be carried out: this information is contained in the page of the activity and in the email confirmation. If the Local Expert were to ask you additional money to carry out the agreed activities, contact us at +393334747564: we will talk with the Local Expert to resolve the issue. 
How does ZesTrip pays its expenses?
ZesTrip covers its expenses thanks to a commission on sales agreed with the Local Experts. 
Can I ask for a refund?
Yes, refunds are covered by our Policy. If you want to ask a refund please write to claims@zestrip.it . 

Security

I would like to have some more information about a Local Expert, what can I do?
Have you visited the profile of the Local Expert but still want more information? Our Local Experts are available for your questions and curiosity! In any activity you can find the button "Ask the Local!" under the profile picture of the Local Expert. To send him a message, you must be registered (don't worry, registration is free!). 
Can I trust the Local Experts?
The safety of our Traveler is our top priority. First, all the Local Experts on ZesTrip have been assessed and approved by us. In addition, we constantly monitor the satisfaction of our Traveler through all available communication channels: reviews, social networks, e-mail, and phone. If a case of misconduct ever happened, the Local Expert would be detected early and removed permanently from ZesTrip. 
 

Local FAQs

 

General questions

Who are the Local Experts?
Tour guides, photographers, cooks, chefs, hiking guides, personal shoppers, sport instructors, artisans, architects and many more! 
Ok but ... why “ZesTrip”? Where does the name come from?
ZesTrip is the fusion between “Zest” and “Trip”.
As defined by the Positive Psychology, “zest” is a “living life with a sense of excitement, anticipation, and energy.”(Wikipedia)
”By becoming part of our Community, you will find the missing taste of your trip. Just like a great chef adds zest to a dull dish to turn it into an experience for your senses.”– ZesTrip Founders 
I have a suggestion for your website. Can I tell you?
Your opinion is the sparkle to improve ZesTrip! We ask you to write to us right now and share your thought via info@zestrip.it ! Thanks for your help. 
Something is wrong with your website. What can I do?
Please let us know any bug or malfunctioning at support@zestrip.it , we will get back to you within 24 hours. Thank you for your patience. 

Become a Local

I would like to become a Local Expert and offer my activities on ZesTrip! Can I join?
We are always looking for new Local Experts. To start the application for joining ZesTrip click on "Become a Local" in the upper part of the Site or here
What are the requirements for becoming a Local Expert?
All you need is passion and expertise, in addition to a positive attitude. Are you a tour guide, a mountain guide, a sports fan, a cook, a fashion addict, a professional photographer, a designer...? We seek professional Local Experts who can provide quality experiences to travelers. 
To become a Local Expert do I need a VAT number?
No, VAT number is not a requirement to join ZesTrip. 

Email, password and personal profile

I don't receive your e-mails, why?
First, please check if you gave us your correct e-mail address by visiting your account page (click on your name in the upper-right area).
If the e-mail address is correct, our e-mails may have been mistakenly considered as “Spam” or “Phishing” by your e-mail provider (e.g. Google, Hotmail, etc.). Check your “Spam” or “Phishing” folder: if you find our e-mails there please mark them as “safe” or “sender reliable” to make sure that it will not happen again in the future. For any doubt, please write to us: support@zestrip.it . 
How can I change my e-mail address?
Access your profile Dashboard by clicking on your name in the upper-right area. You can edit all the information regarding your profile, e-mail included, by clicking the Pencil icon in in the upper-right corner of the box. 
How can I change my password?
Access your profile Dashboard by clicking on your name in the upper-right area. You can edit your password by clicking on the link “Change password”. 
I forgot my password, what can I do?
Just click on "Log-in/Sign-up" in the upper-right area, and then click on "Forgot password?" A new password, generated randomly, will be automatically sent to you. We suggest you then change it immediately into something you can remember easily. 

Bookings and Reviews

How does the booking work?
1. The customer makes a reservation request indicating the date (within those you listed as available), time, number of people and any "Add-on" purchased. To make a booking request the customer enters payment information (e.g. Credit card) and ZesTrip authorizes the amount.
2. The Local Expert is notified by e-mail of the new inquiry: within 48 hours of the reservation it must be confirmed, otherwise it is canceled.
3. In case of acceptance by the Local Expert, ZesTrip automatically collects the amount paid by the Traveler. In case of refusal, the transaction is canceled and no amount is withdrawn. 
Can I bring other people to an activity booked through ZesTrip?
There are no restrictions about this. At your discretion, you can offer the activity as "Private" by indicating it in the description. 
Can I define in which days I am available to carry out the activity?
Yes. For each activity you propose, you can indicate in which days of the week (Monday, Tuesday, ...), and which months of the year you are available. In any case, for each inquiry that comes, you can decide whether to confirm or decline it. 
Can I set the price I want?
Sure. The Local Expert is the owner of its activities and has the greatest freedom to define them, including price. Of course, the price must be proportionate to the quality and uniqueness of the offer. 
Can I reject a booking?
Yes. The Traveler is then automatically refunded. 
How much time do I have to answer a booking request?
From the moment the Traveler makes the reservation, the Local Expert has 48 hours of time to accept it. 
I received a reservation by a Traveler, but for that day and that hour I just can not do it. Can I propose an amendment?
Yes, you can do it but only if you have not yet confirmed the booking. Click on the "Actions", which you can find in your Control Panel in the section "Bookings", and follow the steps.
CAUTION: the change is a tool to be used only if you were unable to perform the activity for the day and time requested. Before proposing it, chat with the Traveler to verify its availability for another time.
Remember: if you propose a change to the Traveler who does not like, and refuses, the reservation would be canceled and the Traveler immediately refunded.
Remember: the 48-hour limit for the confirmation of an activity is not affected by any changes. This means that if the Traveler does not confirm a change proposal to you before the expiry of the 48 hours of the original booking, the booking would be canceled. 
Can I cancel a booking?
Yes. If you cancel a booking, the Traveler is automatically refunded 100%. To cancel a booking please write to support@zestrip.it . 
What happens if a Traveler cancels a booking?
If a Traveler requested a booking and it is not yet confirmed, he/she can cancels it directly from the Dashboard.
If the booking is already confirmed, instead, the following cancellation policy applies:
- Cancellation request from 0 to 48 hours prior to the activity: no refund.
- Cancellation request within 48 hours and 7 days prior to the activity: 50% refund
- Cancellation request more than 7 days prior to the activity: 100% refund 
What are the add-on?
The add-ons are additional optional services you can offer, if you will, associated with an activity. The add-on can be an the extension of the duration of the activity , a lunch with the Local Expert, and many more, it depends on you. The price of the add-on, which is also "per person" or "per activity", is added to the price of the activity. 
Some activities are weather dependent. What does it mean?
Some activities, to be carried out, need special weather conditions. In these cases, it is explicitly mentioned in the description page of the activity. If the activity can not be performed in a safe way, or it is not possible to follow the route agreed, it must be cancelled and the Traveler has the right to a full refund. In case of unfavorable weather, please contact the Traveler via Chat, and write to support@zestrip.it to communicate your desire to cancel the activity. 

Chat & Communications

Can I speak directly with the Traveler?
The customization of the activities on the needs of the Traveler is one of the founding values of ZesTrip! For this reason, the Local Expert and Traveler can use the internal messaging system (ZesTrip Chat), which puts them in direct contact
How does the Chat work?
ZesTrip Chat allows the Local Expert and the Traveler to communicate directly. Every time you enter a new message, the recipient is notified automatically by e-mail. The chats are related to specific activities. Messages are monitored by ZesTrip Staff to verify compliance with the Terms of Use (Terms & Conditions). 
Can I provide the Traveler with my personal contacts?
It is not allowed to provide the Traveler with your personal contacts or links to external sites to ZesTrip. Your personal contacts are automatically sent via email to the customer after the booking confirmation, to allow him/her to contact you in case problems arise. 
Where can I find my Chats?
The current chats between you and the Local Experts are available in the “Chat” section of your Dashboard (click on your name in the upper-right area). 
How can I change the language of the e-mails that you send to me?
Just access your profile (click on your name in the upper right) and change the language of your account (click on the button with the symbol of a pencil, located near the edge of the box). 

Payments

When do I get my payment?
ZesTrip collects the payment from Traveler once the booking is confirmed. We withhold the amount up to 24 hours after the day of the activity, as a guarantee for the customer. 
Can I ask the Traveler to pay me directly when we meet?
No. The payment is made 100% via ZesTrip to ensure a secure transaction, guaranteed and transparent. There are no hidden costs and the Local Expert can not ask for any additional payment for services booked through ZesTrip. 
How much does ZesTrip cost?
There are no fixed costs or costs of publication. ZesTrip profits through a commission on the published price of the activity. 
How do I get my payment?
Via bank transfer. 
I am not very good with burocracy. Can you help me?
Of course! If you have any doubt, contact us, we will try to help you out! 
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