HELP CENTER

 
A. Getting Started
 
1. What is Lagaido?
 
Lagaido is a platform where we connect travellers and tourism service provider such as Tourism Companies and Tour Guides. Lagaido provides an environment where tourism service provider can list their services such as Trip & Activity, Transport Rental, Charter Service, and Local Guide themselves, for travellers to communicate with service provider, search through and purchase the product / service.
 
 
B. Hosting
 

 
B1. Company
 
B1 1.  Deciding To Host
 
1.1 Why host on Lagaido?
 
There are a few things that we are able to help your company:
 
1.  Increase the turnover of your business.
 
With the new trend of online shopping, we believe that exposing your business online to a larger population will increase the turnover of your business. 
 

 
2.  Save cost on setting up your own website.
 
Cost of setting up and maintaining a website is not as cheap as it seems and since it is free to sign up and list your travel product on our website, we are able to help you to save cost on setup fees and maintenance fee while bringing your business online.
 

 
3.  Save the trouble to apply for payment merchant.
 
Applying for payment merchant may take some time and a list of form and documents to be submitted. By joining us, you just have to fill in your banking details and we will do the rest.
 

 
4.  Free marketing and advertising.
 
Our marketing team is working hard to identify new markets and design marketing plans and advertisement to bring more potential guests to you.
 

 
5.  Flexibility to maintaining your product
 
In Lagaido, you are able to add, remove or edit the details and price of your product anytime.
 
 
 
6. Increase publicity
 
In addition to online sales, this might increase your offline sales as well. You might get a better chance for guest to choose your service or product because they are more familiar with your brand as they might encounter it earlier on Lagaido.
 
 
If you have trouble signing up please contact us at support@lagaido.com.

 
1.2 Are there any restriction about what can be listed?
 
Lagaido welcomes many different kinds of products on our site as long as they meet the following criteria:
 
1.  Vehicles that are used for touring around.
 
2.  Charter services that are used for touring include boats, cars, helicopters, etc.
 
3.  Tourism based packages.
 
 
 
Products that don’t meet these criteria include:
 
1.  Any product whose primary purpose doesn’t serve as touring.
 
2.  Any product that violates the law.
 
If we discover a listing that doesn’t meet our guidelines, we may exercise our discretion to limit, suspend, deactivate, or cancel the host's account. Refer to our Terms of Use for more information and other requirements for listing your product on Lagaido.
 
1.3 What are profile verification and how do I get them?
 
Profile verifications are a way to connect your Lagaido profile to other information about you, such as your Certificate of Incorporation, Tourism License, and email address.
 

 
Adding verifications
 
To add verifications to your account:
 
1.  Go to User Profile (your name), Edit Profile on lagaido.com
 
2.  Go to Trust and Verification section.
 
3.  Follow the instructions. Check under section “Unverified Info” for more verification options.
 
Available verifications include:
 
Email address: Indicates you have a valid email address which will be used for booking process.
 
Certificate of incorporation: Indicates that company is incorporate under Companies Act as a legal entity.
 
Tourism License: Certificate issued by the tourism authority.
 
Association Membership: Any relevant association membership, such as MATTA or CRAM membership in Malaysia. 
 
Reviews: Build a reputation in the Lagaido community from your Reviews after completing reservations.
 

 
Verified ID
 
Each verification will be showed in your Hosting Profile. But do note that u have to update us on the renewal of license or membership to be qualified for a Verified ID badge. 
 
B1 2.  Hosting
 
2.1   Company details
 
2.1.1  What is company registration number?
 
Company Registration number is the number government assigned to a business written in the Certificate of incorporation.
 
 
 
2.1.2  Will guest contact the telephone written in my hosting profile?
 
Yes they will. After making payment, Lagaido will send your company’s contact details such as telephone number, email and address to your guest. It is recommended for you to fill in your company’s mobile phone number if you have one so that your guest can contact you with any Instant Messaging App.
 
 
 
2.1.3  What are the difference between Language and Dealer Language?
 
Language is the language service that your company’s tour guide able to provide. We built a filter for guest to filter out their preferred language used throughout the trip.
 
Dealer Language is the language admin able to communicate throughout the booking process. We do not put this category into guest’s filter but when the guest contact you, we will leave a message to guest informing them that the admin prefer the language use for communication is the Dealer Language. 
 
For example: A Japanese is going to your hosting area. She preferred the language spoken throughout the trip to be Japanese. So she will filter Japanese but during booking process, she will try to communicate in English or your preferred language.
 
 
2.2   Calendar
 
2.2.1  Can I change my availability to sometimes after I clicking always available?
 
No, you cannot but you can click take a break to make yourself not searchable or block certain dates on the calendar.
 
 
 
2.2.2  Can I change my availability to always after clicking available sometimes?
 
Yes, you can. But once you change to always available you are not able to change it back.
 
 
 
2.2.3  Can I block and unblock certain dates?
 
Yes, you can. Just click or drag the dates on the calendar that you want to block or unblock.
 
 
 
2.2.4  What will happen if I click emergency replacement?
 
If you click emergency replacement, we will send you an email informing you about the guest’s itinerary and price that they are paying for a trip if they request for any replacement. You may decide to click ‘Accept’ in the email to accept the job or ignore the email if not interested in taking over the job.
 
 
 
2.2.5  What should I do if I want to quit Lagaido?
 
You can click take a break and all your product will not be searchable on Lagaido. If you wished to permanently deactivate your account, you could contact Lagaido team through Contact Us.
 
 
2.3   Cancellation
 
2.3.1  Can I set my own refund policy?
 
Yes, you can. Go to Cancellation à Select choices from the dropdown box beside Refund Policy.
For Standard Refund Rate policy, there are 4 types of refund rate (0%, 25%, 50%, and 75%). However, you may not necessary to use all the 4 refund rates by unticking those you don’t want to use. But, if all 4 refund rates are not selected (not ticked), this is considered same as Always Refund at 100% Rate.
 
 
For example:
 
If there’s no refund within a week 
you can set 0% refund rate  0 – 7 days prior to booking date.
 
If 75% refund will be given for cancellation between a week to a month
You can untick 25% and 50% and set 75% refund rate 7-30days prior to booking date
 
And anything more than a month will be refunded at 100% rate. 

Tips: if you want refund rate to be at most 75% you can set 0-365 days prior to booking date (guest is only allow to secure a booking 1 year before) 
 
 
 
2.3.2  Can I change my refund policy after guest booked a product?
 
You can change your refund policy anytime you want for future booking. But refund policy of the paid booking is not changeable.
 
 
 
2.3.3  Can I change my refund policy anytime?
 
Yes, you can. However, if the booking has been confirmed (payment is made), the refund policy will remain unchanged for that particular booking.
 
 
 
2.3.4  Can I set a unique refund policy for each product in my listing?
 
No, u cannot. But you can Contact Us to suggest us to add in this function.
 
 
2.4   Hosting Location
 
2.4.1  Can I host more than one location?
 
Yes, you can. As long as your company has the capability to host more than one location, you are welcome to do so. But do note that you must be able to give good services to all the locations covered to prevent getting bad reviews. Lagaido might remove certain product that has too many bad reviews.
 
 
 
2.4.2  Why do I need to fill in hosting location again when I lists my product?
 
The hosting location under Hosting Location tab is considered as main hosting location which is for overall location you can cover. On the other hand, the hosting location under Listing reflect your exact listings’ (products) location.
 
 
 
2.4.3  If I am hosting a specific area should I fill in a Region-based (State / Province / County) location or city-based (City / Town / District) location?
 
It depends on the area covered by your product and how you fully utilize our search engine function to your benefit. 

For example:
Your product cover only Georgetown area in Penang. We would encourage you to fill in Georgetown because your product will have higher rate to be listed in the front page if your guest search for Georgetown, Penang. However if your guest search Penang island, those who fill in Penang Island will have higher chance to be listed in the front page than those who fill in Georgetown.
 
 
2.5   Pickup Location
 
2.5.1  Why do I need to fill in pickup location again when I lists my product?
 
The pickup location under Pickup Location tab is considered as main pickup location which is for overall pickup location you can cover. On the other hand, the pickup location under Listing reflect your exact listings’ (products) pickup location.
 
 
 
2.5.2  Should I put in a specific area (City/ Town/ District) or a region (State/Province/ County) for pickup?
 
Filling in a specific area or a region depends on the capability of your company to provide pickup. If you can only pickup within a specific area then you can fill in specific area; if you can pickup within a state then you can fill in a state; you can even fill in other state if you are able to provide cross state pickup.
 
 
 
2.5.3  What should I do if I charge for pickup?
 
You can write in remarks or description for product details. When a guest request for pickup, you can to use price adjustment on the right hand side of your chat box to add pickup price.
 
2.6   Amenities
2.6.1  Do I need to fill in Amenities?
 
This will depend on how well you want to serve your guests. Amenities can be anything such as Drinking Water, Umbrella, Power Bank, Nasi Lemak Breakfast, Car Pillow, Portable Wi-Fi/Hotspot, Maps, souvenirs from your company, etc.
 

 
2.6.2  Do I charge for Amenities?
 
No, you do not charge for Amenities. Amenities are extra benefits that you are able to give your guests.
 

 
2.6.3  What are the benefits for providing Amenities?
 
We would encourage you to provide Amenities to your guest because this would help you to stand out from the crowd.
 
 
2.7   Photo
 
2.7.1  What are the difference between My Local Hidden Gem and photo?
 
My Local Hidden Gem
 
My Local Hidden Gem is a way to stand out from other Charter Service as everyone has got their own target market to guests. My Local Hidden Gems can be places that you think your guests would like or places you would like to introduce to your guests. Your My Local Hidden Gem will appear when guests search for your Charter Service or when they visit your company profile.
 
 
 
Photo
 
Photo can be anything that allows your guests to understand your company better. It can be your previous experience from guiding your guests, places that you want to introduce to your guests, your friendly staff, or anything you want to share with your guest.
 
 
 
2.7.2  What should I do if photo I upload is blurry?
 
We would recommend you to upload a clearer picture because this would increase the chance of you being booked. You can upload the photo again by finding a brighter and sharper photo with better resolution.
 

 
2.7.3 Why should I upload high resolution photo?
 
Just like food, if the appearance of the food looks good it will trigger your mind to buy them. It is the same with your product, if your photo looks good compare to others, guests is more likely to book from you.

 
B1 3.  Payment Information
 
3.1  What is the use of Security in Payment Information?
 
Security allows only the person with the security password to edit payment information.
 
3.2  What is SWIFT code and how do I get them?
 
SWIFT code is the unique identification code for banks. We have a suggestion of SWIFT code when you fill in you bank’s name and bank country. You are advised to double-confirm the SWIFT code with your bank to avoid error during payment process which will delay the delivery of your payment. 
 
3.3  What is my bank’s address and how do I get them?
 
Bank address refers to the address of the bank when you register your account with the bank. You can either google for the bank address or ask the bank for your account’s bank address.
 
3.4  What should I do if I want to change my Account number?
 
You can change the Account number at under Payment Information of your Edit Hosting Profile. But do note that only the person with security password is able to change the details. 
 
3.5  What should I do if I forgot my security password?
 
You can go to Security under Payment Information of your Edit Hosting Profile and click forgot password and we will send a link to the email. Click the link and enter the new password.
 
B1 4.  Listing
 
4.1  Transport rental



4.1.1  Can I add or remove Hosting Location and Pickup Location for transport rental?
 
Yes, you can. Just follow the following steps:
 
Step 1: Go to host on the top right corner and click Edit Hosting Profile
 
Step 2: On your left look for LISTING àTRANSPORT RENTALàSETTING
 
Step 3: Click add more under hosting/pickup location to add or click ‘X’ at the end of the location name to remove.
 
 
If there is no add more button below hosting location, you might want to check the main hosting location under Hosting section and repeat Step 1.

 
4.1.2  Can I change the Default Terms of Use?
 
Yes you can. In fact, you are encourage to use your own Term of Use for better protection of your business property. The Default Terms of Use is just a general guide for those companies that does not have Terms of Use. Companies that does not have Terms of Use are also encouraged to edit the terms to your own needs.  
 
 
4.1.3  Can I edit Term of Use for each Transport?
 
Yes you can. You can edit Terms of Use for each transport in the Terms of Use & Remarks column for each transport. Go under Listing sectionàTransport Rental àView ListàChoose your car and click editàGo to Term of Use & Remark to edit.
 
 
4.1.4  Why is my transport photo blurry?
 
At most case, a blurry photo is caused by bad resolution. That is why we suggest you to upload photos with at least 750 pixels wide and at least 450 pixels tall. If you still get a blurry photo after uploading a photo with at least 750 pixels wide and at least 450 pixels tall, please Contact Us to resolve the problem.
 
 
 
4.1.5  What is Instant Booking?
 
Instant Booking allows guests to book your travel product directly without contacting you in the first place. We would encourage you to allow Instant Booking during low season according to your capability to serve.
 

 
4.1.6  What is Last Minute Booking?
 
Last Minute Booking allows guests to contact you and receive service on the same day rather than a day before. In other words, you are able to provide service on the day upon request.
 
 
 
4.1.7  What will happen if I click both Instant Booking and Last Minute Booking?
 
If you click both, guests is able to book and receive service on the day itself without contacting you in the first place.
 

 
4.1.8  Can I delete a transport listing?
 
Yes, you can. Go to Edit Hosting Profile under Listing àTransport Rental àView Listingà Choose the transport that you want to delete and click the delete button.
 

 
4.1.9  Can I deactivate a transport for temporary without deleting it?
 
Yes, you can. Go to Edit Hosting Profile under Listing à Transport Rental à View Listing à Choose the transport you want to deactivate àClick Edit à Untick the Active checkbox in Status.
 
 
 
4.1.10  My transport is under maintenance what should I do to temporary delist?
 
Go to Edit Hosting Profile under Listing à Transport Rental à View Listing à Choose the transport you want to deactivate à Click Edit à Untick the Active checkbox in Status. When your transport maintenance is done, tick the Active checkbox in Status to relist your transport.
 
 
 
4.1.11  How can I receive more bookings on Transport Rental?
 
There are broad range of factors that influence how many booking requests you will receive. But you can definitely increase the number of bookings if you able to:
 
1.  Upload clear photos of your transport.
 
2.  Provide attractive amenities such as power bank, portable hotspot, etc.
 
3.  Offer competitive pricing.
 
4.  Make sure you offer good availability in term of dates and times.
 
5.  Serve your guest well. This will be rewarded, because they will be booked more often based on positive reviews received from guests.
 
6.  Allow Instant and Last Minute Booking to make the booking process easier and faster. But make sure that there is no shortage of supply when there are too many bookings.


 
4.2  Chartered Service



4.2.1  How do I let my guests know my transport rules?
 
You can let your guests know your transport rules by writing them in the
 
Remark section when you list your Charter Service.
 
 
4.2.2  Why is my transport photo blurry?
 
At most case, a blurry photo is caused by bad resolution. That is the reason we suggest you to upload photos with at least 750 pixels wide and at least 450 pixels tall.
 
 
4.2.3  How should I list my product if they are Transfer Service/Airport Transfer?
 
You can fill in Charter Service as usual but choose Transfer for Service Type.
 
 
4.2.4  Can I fill in pickup and hosting locations for each Charter Service?
 
Yes, you can. Fill in the hosting location and pickup location for each. Charter Service at the Location section under every Charter Service.
 
 
4.2.5  If all my Charter Services have the same hosting and pickup location can I fill them all at once?
 
Unfortunately, you can only fill the hosting location and pickup location one by one.
 
 
4.2.6  How can I remind my guests about things they would like to take note before booking?
 
You can write them in Remarks column to let them know the rules in your transport and things to take note before booking. 
 
 
4.2.7  How do I add Amenities to my Charter or Transfer service?
 
You can go to Edit Hosting ProfileàAdd Amenities under the Hosting section àGo to your Charter Service and there should be an “Add More” button at the Amenities section. Click on the Add More button and choose the Amenities that you want to provide.
 
 
4.2.8  How can I receive more bookings on Transport Rental?
 
There are broad range of factors that influence how many booking requests you will receive. But you can definitely increase the number of bookings if you able to:
 
1.  Upload attractive photos of places or foods that might get people excited to book.
 
2.  Provide attractive amenities such as power bank, portable hotspot, etc.
 
3.  Offer competitive pricing.
 
4.  Make sure you offer good availability in term of dates and times.
 
5.  Serve your guest well. This will be rewarded, because they will be booked more often based on positive reviews received from guests.
 
6.  Allow Instant and Last Minute Booking to make the booking process easier and faster. But make sure that there is no shortage of supply when there are too many bookings.
 
4.3    Package



4.3.1  Why do I need to choose tour/activity type?
 
Tour or activity type can help guest to understand your package / activity better. This also helps your activity/package to be shown correctly based on guest search criteria.
 
 
 
4.3.2  Can I list activity packages instead of tour packages in Lagaido?
 
Yes, you can. You can go under Listing section and pick Activities under package type and fill up the rest like you would normally do.
 
 
4.3.3  Can I change my duration from days to hours or even minute?
 
Yes, you can choose from Duration.
 
 
 
4.3.4  What should I do if my package is seasonal?
 
You can click on the box beside price type and change it into seasonal price. After clicking save, seasonal period tab would appear beside the package tab and you can fill in your seasonal price by choosing the month and year and prices for each season. For seasonal packages that is only offer for few months a year you can fill in month, year and price for the package. We would recommend you to fill few years at once so you don’t have to edit your package every year.          
 
 
 
4.3.5  Why is a clear described itinerary important for a package?
 
Itinerary allows guests to understand everything well before booking a product. Itinerary is also something that will protect the host in case there’s any dispute regarding the product. The itinerary will be one of the things that Lagaido would take into account during investigation.
 
 
 
4.3.6  What is the difference between Cover photo and Sub-photos of package?
 
Cover photo will appear on the search result when guest search for packages. We reckon to choose a photo with high resolution that capture the essence of your package because this will increase the chance of your package being booked.
 
Guest is able to see your Sub-photos after they click in your package and have a deeper understanding of your package.

 
4.3.7  How can I receive more bookings on Transport Rental?
 
There are broad range of factors that influence how many booking requests you will receive. But you can definitely increase the number of bookings if you able to:
 
1.  Upload an attractive photo that captures the essence of your package / activity.
2.  Write a great description of your package / activity. Try to make your offer as appealing as possible by highlighting the unique aspects of it.
3.  Provide attractive amenities such as power bank, portable hotspot, etc.
4.  Offer competitive pricing.
5.  Make sure you offer good availability in term of dates and times.
6.  Serve your guest well. This will be rewarded, because they will be booked more often based on positive reviews received from guests.
 
Allow Instant and Last Minute Booking to make the booking process easier and faster. But make sure that there is no shortage of supply when there are too many bookings.
 

B1 5.  Reservations

5.1   Messaging and communication
 
5.1.1  How do I view and send message?

You will receive a message when guest has contacted you through Contact Host button on your product page. To view message, Click Message InboxàCheck the top left corner to see whether the system direct you to the host unread chat box à Click on the message you wish to read àReply the message on the message box and click Send to send / reply message.

If you wish to see all you message, you can click on the dropdown box on the right hand side and choose All Hosting Message.


5.1.2  How do I Approve or Reject a booking request?

You are just 3 steps away to approve or reject a booking.

Follow the following steps:
Step 1: Go to Message Inbox under Message tab on the top of the page.
Step 2: Click on the Host tab and choose Pending Approval message from
              the dropdown box.
Step 3: Click Reject or Approve. It is always nice when a host leaves a
              message before rejecting a request.

If you do not see the message for host, check the left of the Message Inbox page if you are on the ‘Host’ tab. If you still don’t see message you might want to check the right side and choose ‘All Hosting Message’ to look for your message.

You can contact us at support@lagaido.com if you face any other problems. 


5.1.3  Can guest cancel booking after I approve their request?

Yes, they can. Guests might send a few booking request to hosts at once.  After clicking approve, guests still need to click agree on the itinerary or term of use depending on the product and click Confirm Booking to complete the booking process.

Once a booking is complete, Lagaido will send the Booking Summary to your email and notification under the message tab.


5.1.4  How do I know when a booking is complete?

After a booking is complete, Lagaido will send booking summary to your email and you will also receive a notification under the message tab.

If you do not receive a booking summary after approving guests request. It is probably that your guest has not confirm booking yet. You are able to view the booking status on the top right of the chat box between you and your guest.



5.2   Changes and Cancellations
 
5.2.1  Can I give discount or adjust my price if guest have special request?

Yes, you can. Click on the Adjust Price button à Choose whether to increase or decrease price à Write reasons of increasing/decrease price.
There is no limitation for price increase. However, the total price after adjustment must be at least 50% of the original price.
Example: Original Price is MYR 1,000. Adjusted Price must be at least MYR 500 or above.


5.2.2  What should I do if I want to cancel my reservation?

Unfortunately you can’t cancel a reservation yourself. But you can go to Contact Us and leave a message so that we are able to assist you to cancel your reservation.


 
5.3   Disputes
 
5.3.1  What should I do if there is a dispute between me and my guest?

You are advised to use itinerary and remarks to resolve disputes between you and your guests. If it does not work out, you are advised to contact us and file a case with us so we are able to investigate and resolve the matter.

B1 6.  Payout
 
6.1   How payout work?
 
6.1.1  When do I get paid?
 
Lagaido will process payment on every Sunday. Each payment cycle would clear the past week payment (Sunday to Monday) and all pending payment (before the past Sunday) at once. Bank processing speed will determine how fast you receive money in your bank. Normally it would take not more than 3 days working days.

For example: 
For those trips has ended on Week 1 (Monday to Sunday, 2 Jan 2017 to 8 Jan 2017) payment will be processed on the following Sunday (Week 2, 15 Jan 2017).


6.1.2  How do I get paid?

We will make payment according to the Payment Information provided to us on your Hosting Profile. Do note that it is crucial for you to provide us with an accurate payment Information in order for us to process payment smoothly. 


6.1.3  Who should I contact if I have problem regarding my payment?

You should go to the bottom of the page and click contact us so that we are able to assist you in all the ways we can.


6.1.4  How do I know if my payment is being processed?

When you receive your payment summary on every Sunday, it means that your payment is being processed and it might take up to 3 working days for bank to process your payment.


6.1.5  Is there a place that I can see all my completed service?

Yes, there is. Go to Booking History under Host tab fill in the dates in ‘from’ and ‘until’ in Trip Date section and you are able to check you completed services.


 
6.2   Refunds
 
4.2.1  How do I refund my guest?

This will depend on which type of refund you are referring to. There are three types of refund in Lagaido.

1. Before Trip Starts.
If guest request for refund before trip starts, they are able to click refund complying with your refund policy.

Solution: You can ask your guest to click ‘Cancel Booking’ in guest’s message box.


2. On or After Trip Start.
If guest request for refund on the trip day or after the trip starts.

Solution: You can go to contact us as a host and request us to refund to your guests it is also important to list reasons why you would like to cancel. Refund will take around 14 days to be completed.


3. Host Unable to Provide Service
Due to some unforeseen event that might happen to your hosting area or company and you cannot provide service to your guest and wanted to give a 100% refund.

Solution: You can go to contact us at the bottom of the page and send us a request to give a 100% refund to guest.


6.2.2  What should I do if there is unforeseen event such as weather, rally or natural disaster happened and I am not able to provide trip, do I refund my guest or Lagaido will make the refund?

We would advise you to go to the bottom of our page and click contact us to send us a request and ask for a refund to your guest. Remember to list out the reasons for the refund.



 
B2. Local Guide


B2 1.  Deciding to Host

 
1.1   Why host on Lagaido?
 
There are the few things that Lagaido is able to offer by hosting here.

1.  Enrich your life
Lagaido is able to bring people from all around the world to you rather than you going all around the world to meet them. A chance for you to learn, mingle and interact with people from different backgrounds and cultures while you are staying locally.

2.  Monetize your knowledge, interest, or even life
Lagaido is a place where you can monetize your knowledge about your:

Surroundings
It could be the famous places around you for food hunting, adventure, sightseeing, etc.

Day to day life
A Nasi Lemak maker is able to list an experience and let travelers to experience Nasi Lemak making life.

Interest
Fishing, Hiking, Photography, etc.

3.   Flexible Hosting Time
Hosting on Lagaido can be a full time job, a part time job or a casual job. When you feel like earning extra money, just list your time, post activities that you are able to provide and start hosting!

If you have trouble signing up, please contact us at support@lagaido.com
 
1.2   Who can host on Lagaido?

 
Anyone can host on Lagaido. Regardless you have a full time job, a part time job, a casual job or even when you are still studying. As long as you are:

1. 18 years old and above.
 You need to be at least 18 years old to agree with the terms of use of our website.

2. Passionate about hosting and meeting new people.
You are open minded, willing to TRUELY interact with your guest, and not hosting in a perfunctory way ,as a result your guest will not leave the place without understanding anything besides a ton of photo. Able to accept new concept/idea from people with different backgrounds and cultures.

3. Able to understand traveler feelings and needs.
You are able to notice if travelers is thirsty, or even offer and provide help when they show difficulties in doing something.

4. Reliable.
Activities that you post are reliable. This means that you have the knowledge, skills and ability to host in certain activities.  


1.3   What legal and regulatory issues should I consider before hosting on Lagaido?
 
Lagaido 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 are offering and to hold on to those. Also, your hosting must be complied with Lagaido’s Term of Use.

 
1.4   I already have a fulltime job, can I still be host?
 
Yes you can. You can open up your availability during your free time and allow you to be searchable on Lagaido. If you have a full time job that allows travelers to participate (Example: A farmer is able to host travelers to experience life of a farmer), you can host and work at the same time too.

 
1.5   Can I host with a friend?
 
Yes you can. The best way to do this, is to create multiple profiles, but you can still all host the same activity. This way, not only you, but also your friends can receive travelers. This will also result in more bookings, which will benefit both of you.

 
B2 2.  Profile and Listings
 
2.1   Hosting
 
2.1.1  Hosting Details
 
2.1.1.1   What is profile listing?

Profile listing let you have an idea how your profile looks like when guest view your profile.


2.1.1.2   What should be included in describe myself?

Travelers would like to understand more about their host before the trip begin. They might browse through your profile page and get an idea what to expect from you. So we would reckon you to include a few thing such as:

1. Your favorite travel destination, movies, music, food, pastime, etc.
2. What is it like to participate in your activities?

You can also add in anything else that would help them to understand about you or your activities.


 
2.1.2  Calendar
 
2.1.2.1   Can I change my availability to sometimes after I clicking always available?

No you cannot but you can click take a break to make yourself not searchable or block certain dates on the calendar.


2.1.2.2   Can I change my availability to always after clicking available sometimes?

Yes you can. But once you change to always available you are not able to change it back. However you are able to click take a break to make yourself not searchable.


2.1.2.3   Can I block and unblock certain dates?

Yes you can. Just click or drag the dates on the calendar that you want to block or unblock.


2.1.2.4   What should I do if I want to quit Lagaido?

You can click take a break and all your product will not be searchable on Lagaido.


2.1.2.5   What is blocking?

Blocking helps you to block the dates you are booked so that you will not be searchable and will not receive multiple reservations from different travelers on the same date.


2.1.2.6   How does last minute booking work?

Lagaido only allows travelers to search for you at least a day before the travel date. Last minute booking allows travelers to search for you on the travel day itself. So travelers are able to request to participate in your activities or host them on the day itself. 


2.1.2.7   What will happen if I click emergency replacement?

If you click emergency replacement, we will send you an email informing you about the traveler’s itinerary and price that they are paying for a trip if they request for any replacement. You may decide to click ‘accept’ in the email to accept the hosting or ignore the message if not interested.


 
2.1.3  Cancelation
 
2.1.3.1   Can I set my own refund policy?

Yes you can.
1. Go to Cancellation.
2. Select choices from the dropdown box beside Refund Policy.

For Standard Refund Rate policy, there are 4 types of refund rate (0%, 25%, 50%, and 75%). However, you may not necessary to use all the 4 refund rates by unticking those you do not want to use. But, if all 4 refund rates are not selected (not ticked), this is considered same as Always Refund at 100% Rate policy.

For example:
If there’s no refund within a week, you can set 0% refund rate 0 – 7 days prior to booking date. If 75% refund will be given for cancellation between a week to a month. You can untick 25% and 50% and set 75% refund rate 7-30days prior to booking date. Anything more than a month will be refunded at 100%.

Tips: if you want refund rate to be at most 75% you can set 0-356 days prior to booking date (travelers is only allow to secure a booking 1 year before).


2.1.3.2   Can I change my refund policy after guest make a reservation?

You can change your refund policy anytime you want for future booking. But refund policy of the paid reservation is not changeable.


2.1.3.3   Can I change my refund policy anytime?

Yes, you can. However, if the booking has been confirmed (payment is made), the refund policy will remain unchanged for that particular booking.


 
2.1.4  Pricing
 
2.1.4.1   Can I limit number of guest to host?

You can set a minimum and maximum number of guest you would like to accept.


2.1.4.2   Does the price I charge include transport?

That is up to you to charge. At the bottom of price range, click ‘Yes’ if price include transport or ‘No’ if price doesn’t include transport.


2.1.4.3   Can I charge my guest a different price later on?

Yes you may. There is a Price Adjustment button on the right when you are chatting with your guest in the Message Inbox. Do note that you can only adjust price before approving a request.

If you are not able to find the message inbox:
1. Go to the top menu of your main page.
2. Click Message à Click Message Inbox.
3. Click Host tabà Choose ‘All Message’ on the top right drop down box.
4. Find the chat box of the guest who you want to give price adjustment.
5. Click Adjust Price button on the right hand side of your chat box.


 
2.1.5  Hosting Location
 
2.1.5.1   Can I host more than one location?

Yes you can.


2.1.5.2   Why do I need to fill in hosting location again when I upload My Local Hidden Gem?

The hosting location under Hosting Location tab is considered as main hosting location which is for overall location you can cover. The hosting location under the My Local Hidden Gem reflect your exact location for each activities you can provide.


 
2.1.6  Pickup Location
 
2.1.6.1   What should I do if I charge for pickup?

When a guest request for pickup, you can to use price adjustment on the right hand side of your chat box to add pickup price.


2.1.6.2   Should I notify guest if I want to charge for pickup?

It is up to your own marketing strategy. However, if you decide to notify your guest for pickup charges, you may list down on Describe Yourself under Hosting Detail.


 
2.1.7  Amenities
 
2.1.7.1   Do I need to fill in Amenities?

This will depend on how well you want to serve your guest. Amenities can be anything such as Drinking Water, Umbrella, Power Bank, Nasi Lemak Breakfast, Car Pillow, Portable Wi-Fi/Hotspot, Maps, etc.

 
2.1.7.2   Do I charge for Amenities?

No, you do not charge for amenities. Amenities are extra benefits that you are able to give your guests.


2.1.7.3   What are the benefits for providing Amenities?

We would encourage you to provide Amenities to your guest because this would help you to stand out from the crowd. 
 

2.1.8  Activities

 
2.1.8.1   What is Activities?

Listing the activities will enable us to match guest searched activities with activities that you are able to provide.
Eg: Food Hunting, Home cooked meal with Malaysian, Flea Market Shopping, Heritage, Rock Climbing, etc.


2.1.8.2   How is it differ from the Activities in Photo’s My Local Hidden Gem section?

Activities under My Local Hidden Gem section is listed from the activities under Activities section. Hence, in order for you to have new activities in My Local Hidden Gem section, you have to include it in Activities section first.


2.1.8.3   How do I add my Activities?

1. Go to Edit Hosting Profile under Host tab.
2. Under Activities section, click “Add more”.
3. Write your Activity, and press “Enter” or click “Add to List”.
4. To add more, repeat steps 2 and 3.


2.1.8.4   How do I remove my Activities?
1. Go to Edit Hosting Profile under Host tab.
2. Under Activities section, click “x” on the activity you want to remove. (Note: You have to make sure the activity is currently not used by any photo in Photo My Local Hidden Gem section.)


2.1.8.5   What should be included in Activities?

You can include any activity, but not the following:
1. Any activity that violet our Terms of Use.
2. Any activity that violet your country Laws and Regulations.
3. Your own Name or any abbreviation indicates your Identity such as email address, contact number.

If any of the three type of activity listed above are found or reported, Lagaido will take some serious action such as account suspending, or account termination.


 
2.1.9  Photo
 
2.1.9.1   What are the difference between My Local Hidden Gem and photo?

My Local Hidden Gem
My Local Hidden Gems has to be attached to an activity and location. This allows travelers to get an idea of what to expect when they are involving themselves in the

Photo
Photo can be anything that allows your guests to understand your company better. It can be your previous experience from guiding your guests, places that you want to introduce to your guests, your friendly staff, or anything you want to share with your guest.


2.1.9.2   Why do I need a clear and sharp photo?

We would recommend you to upload a clear picture because this would increase the chance of you being booked. You can upload the photo again by finding a brighter and sharper photo with better resolution. The best if photo could capture the essence of the activity you are providing.


2.1.9.3   Why should I upload high resolution photo?

Just like food, if the appearance of the food looks good it will trigger your body to buy them. It is the same with your product, if your photo looks good compare to others, customers is more likely to book from you.


2.1.9.4   Why do I need to fill in activities and location in hidden gem?

This helps travelers to filter out activities provided in an area and gives them an idea of what to expect from your activity.


2.1.9.5   What Keywords should I put in hidden gem?

Keywords works like Hashtag in Instagram. It allows travelers to easily source for interesting activities they like about a place.
For example: In Penang, activities can be food hunting, while keywords can be ‘charkueytiao’, ‘wantanmee’, ‘currymee’, etc.


2.1.9.6   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 built up of an area, public transport of an area etc. But you can definitely increase the number of bookings if you:
1.  Upload attractive photos that capture your essence of your activities which will get capture traveler’s interest to book.
2.  Host unique activities that people could not get in conventional tour packages or anywhere else.
3.  Writing more related keywords to your activities to make it easier for travelers to search for your activity.
4.  Write a great description of your offer. Try to make your offer as appealing as possible by highlighting the unique aspects of it.
5.  Offering competitive pricing.
6.  Make sure you offer good availability in terms of dates and times.
7.  Treating you guest well will be rewarded, because they will booked more often based on positive reviews posted by guests.


2.1.9.7   Why can’t I upload my photos?

We only support JPEG and JPG format photo to ensure the quality in the photos.
 
 
B2 3.  Payment Information
 
3.1   What is the use of Security in Payment Information?
 
Security allows only the person with the security password to edit payment information.

 
3.2   What is SWIFT code and how do I get them?
 
SWIFT code is the unique identification code for banks. We have a suggested SWIFT code when you fill in you bank’s name. You are advised to double confirm it with your bank to avoid error during payment process. 

 
3.3   What is my bank address and how do I get them?
 
Bank address refers to the address of the bank when you register your account with the bank. You can either google for the bank address or ask the bank for your account’s bank address.

 
3.4   What should I do if I want to change my Account number?
 
You can change the Account number at Bank Details under Payment Information of your Edit Hosting Profile. But do note that only the person with security password is able to change the details.  What should I do if I forgot my security password? You can go to Security under Payment Information of your Edit Hosting Profile and click forgot password and we will send a link to the email. Click the link and enter the new password.

 
3.5   What should I do if I forgot my security password?
 
You can go to Security under Payment Information of your Edit Hosting Profile and click forgot password and we will send a link to the email. Click the link and enter the new password.


 
B2 4.  Reservations
 
4.1   Messaging and communication
 
4.1.1   How do I view and send message?

You will receive a message when guest have enquiry or request to book your product.
1. Click Message on top of the page. (Login required)
2. Click Message Inbox.
3. Check the top left corner to see whether the system direct you to the host unread chat box.
4. Click on the message you wish to read.
5. Reply the message on the message box and click Send to reply.

If you wish to see all you message, you can click on the dropdown box on the right hand side and choose all hosting message.


 
4.2   Accepting a reservation
 
4.2.1  How do I Approve or Reject a booking request?

You are just 3 steps away to approve or reject a booking.

Follow the following steps:
1. Go to Message Inbox under message tab on the top of the page.
2. Click on the pending approval message.
3. Click Reject or Approve. It is always nice when a host leaves a message before rejecting a request.

If you do not see the unread message for host, check the left of the message inbox page if you are on the ‘Host’ message inbox. If you still don’t see unread message you might want to check the right side and choose ‘All Hosting Message’ to look for your message.

You can contact us at support@lagaido.com if you face any other problems. 


4.2.2  Can guest cancel booking after I approve their request?

Yes, they can. Guest might send a few booking request to hosts at once.  After clicking approve, guests still need to click agree on the itinerary or term of use depending on the product and click Confirm Booking to complete the booking process.

Once a booking is complete, Lagaido will send the booking summary to your email and notification under the message tab. 


4.2.3  How do I know when a booking is complete?

After a booking is complete, Lagaido will send booking summary to your email and you will also receive a notification under the message tab.

If you do not receive a booking summary after approving guest request. It is probably that your guest have not confirm their booking yet. You are able to view the booking status on the top right of the chat box between you and your guest.

 
4.2.4  Will I be notified when my offer is booked?

Yes, there are two ways for Lagaido to notify you.
1. we will send you an email regarding your reservation details
2. We will notify you through notification if you log in lagaido.com


 
4.3   Changes and Cancellations
 
4.3.1  Can I give discount or adjust my price if guest have special request?

Yes you can.
1. Click on the Adjust Price button.
2. Choose whether to increase or decrease price.
3. Write reasons of increasing / decrease price.

There is no limitation for price increase. However the total price after adjustment must be at least 50% of the original price.


4.3.2  What should I do if I want to cancel my reservation?

Unfortunately you can’t cancel a reservation yourself. But you can go to Contact Us and leave a message so that we are able to assist you to cancel your reservation.


 
4.4   Disputes
 
4.4.1  What should I do if there’s a dispute between me and my guest?

You are advised to use itinerary and remarks to resolve disputes between you and your guest. If it does not work out, you are able to contact us and file a case with us so we are able to investigate and resolve the matter.



B2 5.  Payout
 
5.1   How payout work
 
5.1.1  Do I have to pay tax on my earning?
 
Yes, as a host you are responsible for determining the applicable tax laws in your country related to the payment you receive. This can range from VAT, surcharges, sales taxes, goods and services taxes or personal or corporate income taxes.

 
5.1.2  When do I get paid?
 
Lagaido will process payment on every Sunday. Each payment cycle would clear the past week payment (Sunday to Monday) and all pending payment (before the past Sunday) at once. Bank processing speed will determine how fast you receive money in your bank. Normally it would take not more than 3 days working days.

For example: 
For those trips has ended on Week 1 (Monday to Sunday, 2 Jan 2017 to 8 Jan 2017) payment will be processed on the following Sunday (Week 2, 15 Jan 2017).

 
5.1.3  How do I get paid?
 
We will make payment according to the payment information provided to us on your hosting profile. Do note that it is crucial for you to provide us with an accurate payment information in order for us to process payment smoothly. 
 
 
5.1.4  Who should I contact if I have problem regarding my payment?
 
You should go to the end of the page and click contact us so that we are able to assist you in every way we can.
 
 
5.1.5  How do I know if my payment is being processed?
 
When you receive your payment summary on every Sunday, it means that your payment is being processed and it might take up to 3 working days for bank to process your payment.

 
5.1.6  Is there a place that I can see all my completed service?
 
Yes, there is. Go to Booking History under Host tab fill in the dates in ‘from’ and ‘until’ in Trip Date section and you are able to check you completed services.
 
 
5.2    Refunds
 
5.2.1  How do I refund my guest?
 
This will depend on which type of refund you are referring to. There are three types of refund in Lagaido.
 
1.  Before Trip Starts
If guest request for refund before trip starts, they are able to click refund complying with your refund policy.
 
Solution : You can ask your guest to click ‘Cancel Booking’ in guests’ message box.
 
 
2. On or After Trip Start
If guest request for refund on the trip day or after the trip starts.
 
Solution : You can go to contact us as a host and request us to refund to your guest it is also important to list reasons why you would like to cancel. Refund will take around 14 days to be completed.
 
 
3. Host Unable to Provide Service
Due to some unforeseen event that might happen to your hosting area or you cannot provide service to your guest and wanted to give a 100% refund
 
Solution : You can go to contact us at the bottom of the page and send us a request to give a 100% refund to guest.

 
5.2.2  What should I do if there is unforeseen event such as weather, rally or natural disaster happened and I’m not able to provide trip, do I refund amy guest or Lagaido will make the refund?
 
We would advise you to go to the bottom of our page and click contact us to send us a request and ask for a refund to your guest. Remember to list out the reasons for the refund. 

 

B2 6. Hosting Standard


6.1   Why do I need an accurate product listing?
 
Product listing helps guests to know what to expect when book a product from you. Example: Guest can expect where you can host, what are the activities you have included for their trip.


6.2   How should I communicate with my guests?
 
It's important to respond to booking inquiries and reservation requests within 24 hours. Before you confirm a booking, get to know your prospective guest to see if you're a good fit for one another. If their plans don't match your hosting style or what your listing has to offer, just decline the reservation promptly.


6.3   Why is availability important to host?
 
Keeping your listing calendar up to date is an ongoing commitment. Making sure it accurately reflects your availability, helps ensure that you won't receive reservation requests for dates that you can't provide service.
If you need to decline a reservation request because you accidentally made your calendar available when it should be blocked, be sure to let the guest know you're declining because your space isn't available on the dates they requested. They may be interested in other dates.


6.4   What does it mean to be a responsible Service Provider?
 
When you confirm you'll provide a service to guest, they're trusting you to take care of their needs. That's why it's important to make sure you are able to commit to a guest, before accepting a reservation.

If the unexpected happens and you can't avoid cancelling a confirmed booking, here are some things you need to take note:
1.  As soon as you understand that you have to cancel, let your guest know right away. This will give them as much time as possible to find new service provider.
2.  Be empathetic when you tell your guest that you need to cancel, and do it with a kind, thoughtful tone.
3.  If you know other service provider in your area, consider asking them if they can take up the business and offer to make an introduction.

When there is an extenuating circumstance or a safety concern, we may make an exception to service provider cancellation penalties. In such cases, service provider should try their best to find an alternative solution. If there is no mutual agreement between service provider and guest, service provider should Contact Us and request for booking cancellation with reason stated along.
 

6.5   How can I help make my guest feel welcome?
 
A gentle reminder to your guest about anything that need to be take notes before trip start is always a plus. Reconfirm about the meeting point and travelling dates.

 
 
C. Traveling
 
C 1.  Choosing a place to travel

 
1.1   Why is there no result when I search for a place?
 
When there is no result that means that we dun have a listing yet. But you are able to sign up and become a host or suggest anyone you know to join in the community.


1.2   How do I make a booking in Lagaido?
 
You can book either Online or Offline (in physical shop)
There are 3 basic steps to make an Online booking on Lagaido.
1. Search a product.
a. Fill in places, date and number of guest.
b. Compare and click a product.
2. Contact product’s host.   
a. Contact host.
b. Request to book.
c. Confirm booking after host approve.
3. Select Payment Method.
a. Select your Payment Method.
b. Fill in payment details and pay.
c. After payment, you will receive a booking summary in your email (you can also
              check it in your transaction history).

If you do not have enough cash when visiting an Offline shop. You can also make payment through Lagaido.
There are also 3 basic steps to make a payment at offline shop.
1. Scan QR code (most phone have QR code scanner built in with the camera function).
2. Click request to book àAfter host approved, click confirm booking.
3. Make payment.
a. Select payment method.
b, Fill in credit card details and pay.
c. After making payment check your transaction history and show it to your host.
 
 


C 2. Choose a Product
 
2.1   Why is some product not in the listing places?
 
 When there is no results that means that we do not have the product for that area yet. But we would appreciate if you can recommend someone you know to join us. 


2.2   How do I use search filters?
 
To connect you and the product that suits your requirement, every product must has its own filter. Below are the filters for each product.

Local Guide
a. Activities: Choose the type of activities that you would like to experience on this trip.
b. Price Range: Adjust the price range to suit your budget.
c. Pickup Location: Choose the location where you want to be pickup.
d. Transport: Choose whether you like the tour guide to drive his own car.
e. Gender: Choose the gender of tour guide you prefer.
f. Language: Choose the language that you are comfortable with during the whole trip.

Transport Rental
a. Transport Name: Search the name of transport that you would like to rent
b. Price Range: Adjust the price range to suit your budget.
c. Transport type: Choose the type of transport that you prefer. A small compact car, Suv, etc.
d. Instant booking: Filter out transports that you can book instantly.

Charter Service
a. Type: You can choose whether you like a Charter Service or just a Transfer Service.
b. Search: Search for transport or service name
c. Seats: Number of seat you need for this trip
d. Price Range: Adjust the price range to suit your budget.
e. Pickup Location: Choose the location where you want to be pickup.
f. Transport Type: Choose the type of transport that you prefer. A small compact car, Suv, etc.
g. Tour type: Suggestion of type of tour you may like.
h. Language: Choose the language that you are comfortable with during the whole trip.
i. Instant booking: Filter out charter/Transfer service that you can book instantly.

Trip and Activity
a. Type: You can choose whether you like to filter out trips or activities.
b. Search: Search for description or title of the package.
c. Date: Search for Start date of your trip/activity and duration in terms of days.
Tips:  Those duration less than 1 day (duration in hours or minutes) are considered as 1day.
d. Tour Type: Search for the type of tour you would like to participate in.
e. Language: Choose the language that you are comfortable with during the whole trip.
f. Instant booking: Filter out package/activity that you can book instantly.


2.3   How do I search for product?
 
You can find many kinds of travel products on Lagaido. Below are way to search for each product:
 
a. Local Guide:  On main page, fill in Location, Date, Guest number, select Local Guide from the dropdown and click search.

b. Transport Rental:  On main page, fill in Location, Date, Guests number, select Transport Rental from the dropdown and click search.

c. Charter Service:  On main page, fill in Location, Date, Guests number, select Charter Service from the dropdown and click search. You may further split down to search Charter Service or Transfer Service by choosing the “Type”.

d. Trip and Activity:  On main page, fill in Location, Date, Guest number, select Trip & Activities from the drop down and click search. You may further split down to search Trip or Activity by choosing the “Type”.
 

 
2.4  How do I make a booking in Lagaido?
 
You can book either Online or Offline (in physical shop)
There are 3 basic steps to make an Online booking on Lagaido.
1. Search a product.
a. Fill in places, date and number of guest.
b. Compare and click a product 
2. Contact product’s host.
a. Contact host.
b. Request to book.
c. Confirm booking after host approve.
3. Select Payment Method.
a. Select your Payment Method.
b. Fill in payment details and pay.
c. After making payment, you will receive a booking summary in your email (you can also check it in your  transaction history).

If you do not have enough cash when visiting an Offline shop. You can also make payment through Lagaido.
There are also 3 basic steps to make a payment at offline shop.
1. Scan QR code (most phone have QR code scanner built in with the camera function).
2. Request to book.
a. Click request to book.
b. After host approved, click confirm booking.
3. Make payment.
a. Select Payment Method.
b. Fill in payment details and pay.
c. After payment check your transaction history and show it to your host.


 
C 3. Booking a Product
 
3.1   Contacting host
 
3.1.1  How do I contact my host?

Once a booking is confirmed

If you have made a booking, you can call or email the host, or message them on the site to communicate about your trip. However, we suggest you to communicate through Lagaido platform because it will be easier for us to investigate if you have any dispute with your host.
There are two ways to get your host’s contact details:
1.  You will get their contact details from the booking summary in your email after you have made a booking.
2.  Go to Transaction History on top right corner under your profile tab, find your booking and click on the Booking Details.
 
After a trip
After a trip, you can send a message to your host in your Message Inbox if you have anything you need to follow up with them about.
If you have any issues that you need to resolve, you can Contact Us.

 
3.1.2 Can I message a host without booking a reservation?
 
Yes. You can message a host on Lagaido to ask them questions about their availability, their product(s) or service(s), and your specific needs.

To message a host:
 
1. On lagaido.com, go to the product or service of the host you want to contact.
2. Enter the dates and number of guests for your trip.
3. Click Contact Host on the listing page.
4. Write your message and click Send Message.
5. Make sure to review the listing page before reaching out to clarify anything you need to know from the host.

For your safety and privacy, we don't share you or your host's email or phone number before you have a confirmed reservation.
 
 
3.1.3  What is the Lagaido refund policy?
 
Lagaido allows hosts to choose among three standardized refund policies (No Refund, Always refund at 100% rate and Standard Refund Rate) that we enforced to protect both hosts and guests.
A host's refund policy can be found in the Refund Policy section of their listing page. Guest is considered has agreed to the host's refund policy when they make a reservation.
Listing and reservation on our site will clearly state the refund policy. Guests may review any penalty by going to message inbox and then clicking 'Price' on the appropriate reservation, or view directly on the Product page itself. The host has the right to change the refund policy from time to time. However, the refund policy will remain unchanged for the paid reservations.
 
3.1.4  How do I book products or services on Lagaido?
 
When you place a booking on Lagaido, you’re making arrangements to get service from host to travel. Each host provide different type of activities, products or services with their own ways, starting with how they like to get to know their guests. Some hosts want to approve reservations, while others are comfortable letting you place booking instantly without waiting for approval.
 
Follow the following steps:
 
1.  Complete Your Profile
In either case, it’s important to know that Lagaido is a community that relies on trust. Complete your profile before you request a reservation with a host, so they can get to know a little bit about you before they approve the reservation. Your profile should include photos and verifications, especially because some hosts require guests to have a Profile Photo or Verified ID in order to book.

2.  Find the Right Product and Service
With these unique activities and listings, you’ll want to find an activity or listing that will make your trip a memorable one. When searching for a product or service, make sure to include your dates and number of guests to get the most accurate pricing. Read reviews, descriptions, Term of use, and amenities for each product or service to see if it’s the right fit for your trip. You can always contact the host if you have any questions about their listings.

3.  Book
You’ve found the perfect product or service, and now it’s time to make it a reality. Click request to book and wait for host to approve and Click confirm booking and make payment to complete the booking. This is where the host’s preferred way of booking will determine how you’ll confirm your reservation.

Instant Book
For hosts who don’t want to approve each reservation, you’ll see a button on their listing that says Instant Book. Like the name suggests, you can confirm a reservation at these places right away.

Request to Book
Many hosts prefer to approve reservations before they’re final. In this case, you’ll see a button on their listing that says Request to Book. After hosts approve your request, and then only you can Confirm Booking by proceed to payment page.
 
Adjust Price
If you decide to contact the host to ask questions before attempting to book, the host may respond to your message by inviting you to make a reservation with Adjust Price. Adjust Price gives the host the opportunity to provide special pricing.

 
3.1.5  How do I contact a host before booking a product or service?
 
If you want to contact a host before booking a product or service, send them a message on Lagaido. Once it's confirmed, you can message, email, or call the host to communicate until the trip has ended. But we would recommend you to communicate through our message system to help us on our investigation in case there’s any dispute with your host.
 
Before booking a reservation
If you want to find out more about a listing, host, product or service before booking, you can
message the host on Lagaido. Make sure to review the listing page or description to clarify anything you need from the host.
 
To send a message:
1.  On lagaido.com, go to the listing for the host you want to contact.
2.  Enter the dates and number of guests for your trip. You can adjust this information before booking.
3.  Click Contact Host on the listing page.
4.  Write your message and click Send Message.
 
For your safety and privacy, you can’t call or email hosts before your request is accepted.

 
3.1.6 Can children travel on Lagaido?
 
Yes, children can travel on Lagaido, but some hosts have specified that their product or service may not be safe or suitable for children or infants. Some product or service accepts children under companion of adults.

You must be 18 years old or above to create an account
In order to use the Lagaido site and services, you must be 18 years old or older. It's against our Terms of Use to create an account to travel or host unless you're at least 18 years old.
 
 
3.1.7 Can I view a listing before I book?
 
We encourage all hosts and guests to complete their bookings through our website before meeting in person to best ensure their safety and privacy.
 
There are many ways to learn more about the listing and the host without seeing the product or service, including:
1.  Private messaging
2.  Profile verifications
3.  Reviews
4.  Photo
 
Hosts also need to provide information about themselves before accepting reservations on the site.
 
 
3.1.8 I can’t get in touch with my host.
 
If you’re having trouble getting in touch with your host, here are a few suggestions:
1.  Give your host a little time to respond. Do keep in mind that this is not a live chat your host might need some time to respond to all their message or they might not have internet access at the moment.
2.  Try contacting your host using a different form of communication. You can try reaching them by:
-  Sending a message on Lagaido: Find your host in your Message Inbox (check the top left and make sure you are on the trip tab) and send them a message.
-  Email or phone: Look up your booking summary in your email or go to Transaction History, click on the booking details, and use the email address or phone number listed.

If you’ve taken these steps, and your host is still unresponsive, you can Contact Us or message us on Facebook messenger.
 
 
3.1.9 Should I book if I have not heard back from the host?

 
Once you’ve found a listing for your trip, we recommend messaging the host to double check the availability of product or service for your dates.

Message the host before requesting
Unless you have found an Instant Book listing, you’ll have to request that the host accept your booking. It is a best practice to message the host before requesting, since they can answer questions about their product and service, as well as let you know its availability.
 
To contact a host from the listing page, click Contact Host and ask the host any question you have. Most hosts respond within a few hours. Keep in mind that you may be in different time zones or the host may not have Internet access at the moment.

The host is not responding
If a host has not responded, consider reaching out to other hosts. You can message as many hosts as you'd like, so it's up to them to respond to you in a timely fashion or risk losing their chance at having you as a guest.
3.1.10 How do I view and send message?
After you click Contact Host on their listing, you are able to go to message tab on the top of the page àClick Message Inbox à Check the top left corner to see whether the system direct you to the Trip “Unread” categoryà Click on the category you wish to read  àReply the message on the message box and click Send to send message.
 
If you wish to see all your messages, you can click on the dropdown box (message category) on the right hand side and choose “All Trip Message” category.
 
3.1.11 What does each reservation status mean?
 
If you want to see the status of your reservation, you can find it on top of your any message, click the icon next to the “Status”. It then will show you a full list of status with its description.

Reservation status

 
1.  Inquiry: Discuss trip details, arrangements, extra needs, etc. After everything has been discussed, guest can Request to Book or leave it if it doesn’t meet your requirement.
 
2.  Request Closed: Request is closed by either host or guest. No more further process can be carried out.
 
3.  Pending Approval: A state where guest has requested the booking. A Booking ID will be assigned. Host should decide to Approve or Reject the booking requested. However, it is still possible for host to make any changes on booking details.
 
4.  Approved: Booking request has been approved by host. From this point onwards, both Host and Guest can only make changes to Info, Docs, and Personal Remarks.
Guest should decide to Confirm Booking or Cancel Booking.
 
5.  Rejected: Booking request rejected by Host.
 
6.  Booking Confirmed: Guest will be led to payment page to complete payment process. After completing the payment process, both Guest and Host will receive an email of Booking Details, with Itinerary attached.
 
7.  Booking Cancelled: Guest has cancelled the booking. No refund will be processed as either there is no payment made or it is a discounted booking.
 
8.  Processing Refund: The booking is cancelled. Refund will be processed within 14 days.
* Guest is not allowed to cancel booking after first day of the trip.
** Refund is not applicable to discounted booking (using Lagaido Promotion Code).
 
9.  Refund: The booking is refunded. Both host and guest can Write a Review.
Refund Rejected: The refund request is rejected. Both host and guest can Write a Review.
 
10. Trip Completed: On the last day of the trip, Host or Guest can click "Complete" button to mark the trip has ended. However, if there is no action on the last day of the trip, booking status will change to "Trip Completed" automatically on the next day. After status is changed to Trip Completed, both Host and Guest can Write a Review.
 
11. Reviewed: You has written a review.
 

3.2   How do I know if a host is trusted

 
Lagaido is a community that relies on trust. Every host and guest need to create profiles on the website and give some information about themselves. This way we make sure you get to know a bit about the host and what you can expect. The Lagaido messaging system provides an environment for you to ask all kinds of questions to reduce ambiguity and misunderstanding throughout the reservation process. You won’t be able to exchange contact details before a booking is confirmed for privacy reasons. You can always know more about host verification on host’s profile.
 

 
3.3   Instant book
 
3.3.1  What is Instant Book?

Instant booking allows guests to book your travel product directly without contacting you in the first place. We would encourage you to allow instant booking during low season according to your capability to serve and provide supply.

 
3.3.2  How do I book products or services on Lagaido?

When you place a booking on Lagaido, you’re making arrangements to get service from host to travel. Each host provide different type of activities, products or services by their own ways, starting with how they like to get to know their guests. Some hosts want to approve reservations, while others are comfortable letting you place booking instantly without waiting for approval.

Follow the following steps:

1. Complete Your Profile
In either case, it’s important to know that Lagaido is a community that relies on trust. Complete your profile before you request a reservation with a host, so they can know a little bit about you when they confirm. Your profile should include photos and verifications, especially because some hosts require guests to have a Profile Photo or Verified ID in order to book.

2. Find the Right Product and Service
With these unique activities and listings, you’ll want to find an activities or listing that will make your trip a memorable one.
When searching for a product or service, make sure to include your dates and number of guests to get the most accurate pricing. Read reviews, descriptions, Term of use, and amenities for each product or service to see if it’s the right fit for your trip. You can always contact the host if you have any questions about their listings.

3. Book
You’ve found the perfect product or service, and now it’s time to make it a reality. Click request to book and wait for host to approve and Click confirm booking and make payment to complete the booking. This is where the host’s preferred way of booking will determine how you’ll confirm your reservation.

Instant Book
For hosts who don’t want to approve each reservation, you’ll see a button on their listing that says Instant Book. Like the name suggests, you can confirm a reservation at these places right away.

Request to Book
Many hosts prefer to approve reservations before they’re final. In this case, you’ll see a button on their listing that says Request to Book. After hosts approve your request, and then only you can Confirm Booking by proceed to payment page.

Adjust Price
If you decide to contact the host to ask questions before attempting to book, the host may respond to your message by inviting you to make a reservation with Adjust Price. Adjust Price gives the host the opportunity to provide special pricing.
 

3.4   Price Adjustment

 
3.4.1  What is Price Adjustment

A Price Adjustment allows host to set a custom price for a guest who sends a booking inquiry.

There are a few things to know about Price Adjustment:
1.  Host can made price adjustment based on discussion or request from guest.
2.  Price adjustment will show guest increase or decrease in price by host. All this details can be view by clicking “Adjustment” item on the price summary.
3.  For example, Host can increase price for special request charges; or decrease price for discount given to guest.

Approved reservations
If the reservation has been approved by host, host will not have the option to give guest a Price Adjustment.


3.4.2How do I book a product or service with Price Adjustment?

If you contact a host about their product or service before requesting to book it, the host has the option to make price adjustment.

*Price Adjustment: The host increase or decrease price based on guest’s requirements.
Note: Price Adjustment should not include any item that indicates it is a service fee or relevant taxes as they should be inclusive.


Example:
Scenario A
Item A: $200
Tax : $20

Scenario B
Item A : $220


Scenario B is the correct way to list in Price Adjustment.

Find your Price Adjustment
When host made a Price Adjustment, you will see an indicator “Price updated” on your message box.

Book a product or service with Price Adjustment
You won’t automatically be booked when you receive Price Adjustment. You still need to add your payment details and confirm the reservation.
1.  On lagaido.com, go to your Message Inbox.
2.  Click the conversation with the host to open the message.
3.  Find the “Adjustment” item that shows the details of your Price Adjustment.
4.  Click Confirm Booking.
5.  Choose your payment method, and click Proceed.
6.  Complete your payment details, and click Proceed.
7.  You’ll receive a confirmation email attached with your itinerary, Embassy Contact, Emergency Contact and a Booking Detail.

Change your booking details
If you've already been given a Price Adjustment, of course you can still change your dates or other booking details. What you have to do is tell your host about your requirement, and host will then have the ability to make changes on the details if host are able to meet your requirement. Once you agree and comfortable with all the booking details, click Confirm Booking to complete your booking.

The option to book isn’t available
A Local Guide host has the ability make Price Adjustment to multiple people at once for a set of dates. If someone else books the listing before you do, you won’t be able to make the reservation.
 
 
3.5   Reservation requests

 
3.5.1  How do I submit a reservation request?

If you’re ready to place a booking on Lagaido, you can send a request to the host to book a reservation. If you’re unsure about the availability or details of the product/ service, you can also send a message to the host.

To send a reservation request:
1.  On a listing, click Contact Host.
     * If you see Instant Book, the host is allowing you to book their product or service instantly. Your reservation will be automatically confirmed after step 5.
2.  Review your reservation details to make sure everything is correct and comfortable with.
3.  Feel comfortable with the refund policy, agree to the itinerary or terms of use.
4.  Wait for the host’s response. The host has 24 hours to reply, but most reply within a few hours.
5.  Choose your payment method and complete your payment information, including any promotion code you may have.

Some hosts require that you complete the Verified ID process before confirming a reservation, which allows the host to get more information about who they’re hosting.


3.5.2  Should I book if I have not heard back from the host?

Once you’ve found a listing for your trip, we recommend messaging the host to double check the availability of the product or service for your dates.

Message the host before requesting
Unless you have found an Instant Book listing, you’ll have to request that the host accept your booking. It is a best practice to message the host before requesting, since they can answer questions about their product and service, as well as let you know its availability.

To contact a host from the listing page, click Contact Host and ask the host any question you have. Most hosts respond within a few hours. Keep in mind that you may be in different time zones or the host may not have Internet access at the moment.

The host is not responding
If a host has not responded, consider reaching out to other hosts. You can message as many hosts as you'd like, so it's up to them to respond to you in a timely fashion or risk losing their chance at having you as a guest.

Cancel a pending reservation request
1.  Go to the booked request Message Inbox on lagaido.com.
2.  On the reservation request you’d like to cancel, click Cancel Booking.
 

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

Some of the reservation requests are accepted within one hour of being received. The vast majority of hosts reply within 12 hours. If you confirm booking after get approval by host, proceed to payment and Lagaido will collect full payment. If a host declines your request, we suggest to contact other host.
 

3.5.5  Why am I getting declined by a reservation that is available?

If your reservation request is declined and the listing appears to be available, the host’s calendar may not be up-to-date or they may want reservations of a different length of time. We ask hosts to keep their calendars up-to-date but sometimes mistakes happen. To find a reservation that you can book instantly, look for Instant Book listings when you search.
 

3.5.6  Can I make changes to a pending reservation request?

Yes. If the request hasn’t been approved by the host, you can ask for changes from host or cancel the request and send a new one with the updated reservation details.


3.5.7  I'm a guest. How do I check the status of my reservation?

If you’ve submitted a reservation request with a host on Lagaido, a couple of things are required to confirm your reservation:
1.  You must Request to book before host can approve your request.
2.  The host has the option to accept or cancel your request.
3.  If the host approves your request, you have to agree with Terms of Use or Itinerary before Confirm Booking to proceed to payment.
4.  Select your payment method, complete payment details and proceed to finish the booking.

When your booking is completed, you'll receive an email and notification on Lagaido. Your reservation request status will also change to Booking Confirmed. You can also view your booking details from your Transaction History.
 

3.5.8  What happens if my reservation request is declined?

If your reservation request is declined by the host, you’re free to book with another host. We urge our hosts to keep their calendars up to date and respond to requests in a timely manner. But, sometimes situations come up that prevent this from happening. We recommend messaging several hosts before submitting a reservation request to ask about their availability and ask any other questions you have.


3.5.9  Do I have to pay if my reservation request isn't accepted by the host?

No, if your reservation request isn’t accepted by the host, there’s no cost for the reservation or any Lagaido service fees. You are recommend to make another new request from another host.
 

3.5.10  Can I view a listing before I book?

We encourage all hosts and guests to complete their bookings through our website before meeting in person to best ensure their safety and privacy.

There are many ways to learn more about the listing and the host without seeing the product or service, including:
1.  Private messaging
2.  Profile verifications
3.  Reviews
4.  Photo

Hosts also need to provide information about themselves before accepting reservations on the site.
 

3.5.11  Can I use more than one payment method to pay for a reservation?

No, Lagaido can't split your reservation cost across multiple payment methods. To make a reservation, you'll need to make your payment with a single payment method.


3.5.12  Why is my credit card getting declined?

Credit cards can be declined for a number of reasons. Lagaido generally isn't notified of the specific reason.

Common issues
Check that you're entering your credit card number correctly, the payment amount is not exceeding your credit limit, and your card hasn't expired.

Contact your bank or card issuer
If you're getting an error when you try to pay, we recommend reaching out to your bank or credit card’s company for more information. Inform them of the amount and when tried to make the charge so they can let the transaction go through.

If your bank or card issuer isn't able to help, you may want to try another payment method.


3.5.13  Can I book on behalf of a friend or family member?

Transparency and trust are vital to the Lagaido community. People rely on information in Lagaido profiles, reviews, and other verifications when deciding whether to host or spend their trip with someone. We require Lagaido reservations booked for personal travel to be booked by the person who's going to use the product or service. Instead of making a reservation for someone else, consider referring them to Lagaido.

For business or company trips, Lagiado allows designated bookers at companies enrolled in Lagaido for Business or Company trips purpose to book trips on behalf of others.

 
C 4.  Payment
 
4.1   Price & fees
 
4.1.1  When am I charged for a reservation?

Your payment information is collected once the host approves your request and then you confirm your booking; or if you book a reservation with Instant Book, your payment method will be charged for the entire amount at that time. Whether the reservation is two days or two months away, we hold the payment until the trip ended before giving it to the host. This hold gives both parties time to make sure that everything is as expected.

Changing your payment method
Confirm your booking will direct you to payment page. Choose the payment method that you are comfortable with.  Complete your payment details and proceed to finish the payment. Once you proceed with your payment details, you can't change your payment method at this time. The booking is complete if the transaction is successful.


4.1.2  How is the price determined for my reservation?

The total price of a reservation on Lagaido is based on a few factors. Note that the price is charged in full once a host accepts your reservation request (or if you use Instant Book).

Costs that determined by the host:
1.  Product Price: Product price decided by the host
2.  Increase adjustment fee: Host increase the price for some reasons. For example, your special request incurred charge which you agree with.
3.  Decrease adjustment fee:  Host decrease the price for some reasons. For example, host give discount on long term or bulk booking.

Costs determined by Lagaido:
1.  Lagaido service fee: Guest service fee charged for all reservations to help Lagaido run smoothly.

Other costs that may be included:
1.  Currency exchange fee
 

4.1.3  Can I pay with any currency?

No. The currency you pay will always in MYR (Malaysia Ringgit). The total amount and currency in which you'd be charged will be clearly displayed while you choosing your payment method.

Exchange rates and currency conversion
Lagaido charged only MYR for your reservations.

Third-party fees
If you pay in a currency that’s different from the designated currency of your payment method, your provider or third-party payment processor may apply a currency conversion rate or fees to your payment. Contact your provider (for example, your bank or credit card issuer) for information on what fees may apply, since they’re not controlled by Lagaido.

Currency view (Presentment Currency)
You can view Lagaido products or services in many currencies, but this won’t affect what currency you’ll be asked to pay in. To change your currency view, scroll to the bottom of on lagaido.com and click on the currency field to select what currency you want to view prices in.


4.1.4  Where can I find booking information?

Once you have a confirmed reservation, your Booking Detail is automatically generated and stored in Transaction History. In the event you receive a refund after you cancel your reservation, there will be a Refund Detail generated and stored in Transaction History as well.

To find your Booking Detail:
1.  Go to Transaction History.
2.  Select the booking, click Booking Details.

Information found in an itinerary
Your itinerary contains a lot of useful information about your booking, it may include:
1.  Meet up time.
2.  Meet up location.
3.  Detailed directions from your host.
4.  Telephone number for your host.
5.  Term of use.
6.  Details of product or service provide by host.
7.  Note or remark from host.
 

4.1.5  Can I cancel a reservation I made accidentally?

Lagaido cancellation policies don't cover accidental bookings. If you accidentally book a product or service, when you cancel your reservation you'll be refunded in accordance with your host's Refund Policy.

To cancel a reservation:

1. Before Trip Starts.
If guest request for refund before trip starts, they are able to click refund complying with your refund policy.

Solution: You can ask your guest to click ‘Cancel Booking’ in guest’s message box.


2. On or After Trip Start.
If guest request for refund on the trip day or after the trip starts.

Solution: You can go to contact us as a host and request us to refund to your guests it is also important to list reasons why you would like to cancel. Refund will take around 14 days to be completed.


3. Host Unable to Provide Service
Due to some unforeseen event that might happen to your hosting area or company and you cannot provide service to your guest and wanted to give a 100% refund. 

Solution: You can go to contact us at the bottom of the page and send us a request to give a 100% refund to guest.


4.1.6  What are guest service fees?

To help cover the costs of running Lagaido, we charge guest a service fee every time a reservation is confirmed. The amount of this service fee varies and is based on a percentage of the reservation subtotal (Total before service fees).

The exact amount of the service fee is displayed before guests confirm a booking. Guest service fees are typically within 20% on the reservation. The higher the subtotal, the lower the percentage so you can save money when booking large reservations.

We also charge hosts a host service fee to cover the cost of processing payments.

Find the service fee
After entering the exact dates and number of guests for a reservation, you’ll see the service fee included as part of the booking details.

The exact amount of the service fee is also located on:
1.  The checkout page before submitting a reservation request.
2.  Booking Detail.
3.  Transaction History (Guest) or Booking History (Host).

Trip cancellations and reservation changes
See the effect on service fees for the following situations:
1.  If a guest cancels a reservation, the service fee charged to the guest is non-refundable.
2.  If a guest is refunded after a host cancellation, the service fee charged to the guest is refunded.
 

4.1.7  Are Lagaido service fees refundable?

If you cancel a reservation you booked as a guest, the service fee is non-refundable. If your reservation is canceled by your host, the service fee will be refunded in full.


4.1.8  What if a host asks for extra money?

All pricing information is included when you book a reservation using Lagaido. If a host asks you for more money than what you paid on Lagaido and the extra charge weren’t stated in the product or service, additional remark or in the price adjustment, you can dispute the charges in the Contact Us. Never pay a host directly for these charges. Make sure all details that you agree to pay for are stated in the product or service, additional remark or in the price adjustment.

Pay after booking the reservation
You should keep all payment transactions on Lagaido because Lagaido can’t help with any issues related to off-site or cash payments.
 
 
4.2   Payment methods

 
4.2.1  What methods of payment does Lagaido accept?

We support several payment methods. You'll see which payment methods are available to you after you Confirm Booking.
Offline or cash payments are a violation of our Terms of Service, and can result in removal from Lagaido. We prohibit off-site payments because paying outside of Lagaido makes it harder for us to protect your information and puts you at a greater risk of fraud and other security issues.

Payment options may include:
1.    Major credit cards (Visa, MasterCard)
2.    Many debit cards that can be processed as credit
3.    Maybank2U
4.    Alliance Online
5.    AmOnline
6.    RHB Now
7.    Hong Leong Connect
8.    FPX
9.    CIMB Clicks
10.  Bank Rakyat Online
11.  Affin Online
12.  myBSN Online
 

4.2.2  Can I pay with any currency?

No. The currency you pay will always in MYR (Malaysia Ringgit). The total amount and currency in which you'd be charged will be clearly displayed when you choose your payment method.

Exchange rates and currency conversion
Lagaido charged only MYR for your reservations.

Third-party fees
If you pay in a currency that’s different from the designated currency of your payment method, your provider or third-party payment processor may apply a currency conversion rate or fees to your payment. Contact your provider (for example, your bank or credit card issuer) for information on what fees may apply, since they’re not controlled by Lagaido.

Currency view (Presentment Currency)
You can view Lagaido products or services in many currencies, but this won’t affect what currency you’ll be asked to pay in. To change your currency view, scroll to the bottom of on lagaido.com and click on the currency field to select what currency you want to view prices in.
 

4.2.3  Can I use more than one payment method to pay for a reservation?

No, Lagaido can't split your reservation cost across multiple payment methods. To make a reservation, you'll need to make your payment with a single payment method.


4.2.4  Why is my credit card getting declined?

Credit cards can be declined for a number of reasons. Lagaido generally isn't notified of the specific reason.

Common issues
Check that you're entering your credit card number correctly, the payment amount is not exceeding your credit limit, and your card hasn't expired.

Contact your bank or card issuer
If you're getting an error when you are trying to pay, we recommend reaching out to your bank or credit card’s company for more information. Inform them the amount when tried to make the payment so they can authorize the transaction.

If your bank or card issuer isn't able to help, you may want to try another payment method.


4.3   Promotion code
 
4.3.1  How do I use a promotion code?

If you have a Lagaido promotion code you want to use towards a new reservation, you can add it on the checkout page. Promotion codes can't be applied to existing reservations (paid reservations).

To use your promotion code:
1.  On the checkout page, click Promotion code near your subtotal.
2.  Enter your code.
3.  Click Apply.


4.3.2  Can I use a promotion code for a reservation I’ve already made?

You can’t apply a promotion code towards a confirmed reservation. If you already made your reservation, you can use the promotion code towards your next trip.
 

4.3.3  My promotion code isn’t working.

If you have an issue with your promotion code, double-check to make sure the code you’re entering is correct.

Here are a few other things to keep in mind if your promotion code isn’t working:
1.  Only one promotion code can be used for a reservation.
2.  If your promotion code has expired, there is no way to re-activate it.
3.  Promotion codes can only be used once. If you cancel a reservation that used a coupon, the coupon is also no longer valid.
4.  We only accept promotion code issued by Lagaido.
5.  If you don’t use the full amount of a promotion code, you won’t receive the balance (unused amount of the promotion code).
6.  Promotion code can't be applied retroactively.

 
4.3.4  What happens to the promotion code I used if my host cancels the reservation?

If your host cancels a reservation you used a promotion code on, your promotion code will remain active and can be used toward another reservation.

Note: You can’t apply more than one promotion code at a time.



 
C 5.  Your Trip
 
5.1   Preparing for your trip

5.1.1  I can’t get in touch with my host

If you’re having trouble getting in touch with your host, here are a few suggestions:
1.  Give your host a little time to respond. Do keep in mind that this is not a live chat your host might need some time to respond to all their message or they might not have internet access at the moment.
2.  Try contacting your host using a different form of communication. You can try reaching them by:
a. Sending a message on Lagaido: Find your host in your Message Inbox (check the top left and make sure you are on the trip tab) and send them a message.
b. Email or phone: Look up your booking summary in your email or go to Transaction History, and use the email address or phone number listed.

 
If you’ve taken these steps, and your host is still unresponsive, you can Contact Us or message us on Facebook messenger.
 

5.1.2  How do I share trip details with others?

To share trip details:
1.  Go to message inbox. (Make sure you are on the Trip tab on the left of message inbox page and Confirmed category on the right dropdown box).
2.  Click on the message box with your host.
3.  Click email on the right side below your Remarks box.
4.  Type in email of your friend on Cc field and click send.


5.1.3  What are the safety tips I can follow?

Here are some tips to help you travel with confidence:
1. Read carefully

 
Look at the profiles and reviews of potential hosts before you book, and check for:
a.  Local Guide:
1.  Verified ID (Government ID, Driving License or Passport).
2.  Tour Guide License (Professional tour guide).
3.  Connected Social Networks.
4.  Reviews.
b.  Tour Company (Transport Rental, Charter Service, Trip and Activity)
1.  Company Registration Number.
2.  Tourism License.
3.  Association Membership.
4.  Reviews.
 
If you'd like to see more, you can always ask them to complete profile verifications before booking with them, or look for hosts who already have a strong reputation on Lagaido.
 
It's also a good idea to read everything the host has posted about their products in the description, the terms of use, remarks, photos and their descriptions so there won’t be any surprises. Make sure you understand the host's Refund Policy before submitting a reservation request too.

2.  Pay and communicate on Lagaido
 
Paying or communicating outside Lagaido makes it harder for us to protect your information and puts you at greater risk of fraud and other security issues. That's why we prohibit paying for a reservation outside our website in our Terms of Use and strongly encourage you to communicate using our messaging system. Use our messaging system before a booking to confirm details about additional things that the new price reflects, places to visit, dates, number of guests, itinerary or term of use, meeting point, etc.

3.  Set clear expectations
 
After learning more about your host’s history in Lagaido, start a conversation with them about your plans and what you can expect. Your host will likely know all the great (and not so great) spots. Trust your intuition: if you don’t feel right about a reservation, don’t book it!

4.  Prepare for the unexpected
 
Familiarize yourself with major roads and landmarks of the place you are visiting, and have a plan for where you’d go in an emergency. If you’re covering long distances in your travels, make sure to tell your friends and family where you’ll be and with whom.

For any trip, think about signing up for traveler's insurance. Lagaido doesn't offer traveler’s insurance for guests, but traveler's insurance is a relatively affordable option that can protect you in case of an injury or emergency on a trip. Some policies even cover lost baggage and travel delays. Check with your local insurance provider for details on your options.

5.  Be a considerate guest
 
Whether you're still looking for a product or are already on your vacation, being a considerate guest matters. In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately. Those information will be sent to your email in attachment on your booking summary.

 
5.1.4  How can I be a considerate traveler?

We ask everyone who uses Lagaido for a few pieces of information before they travel with Lagaido. Guests need to have this info completely filled up before they can make a reservation request. This info helps make sure hosts know who to expect, and how to contact the guest.

Lagaido’s requirements for guests include:
1. Full name
2. Email address
3. Date of birthday
3. Mobile number
4. Home address
4. Profile photo that shows their face
5. About me, a message to describe about themselves
6. Agree to itinerary before making a reservation.

Some hosts may also ask guests to provide ID before booking their product.

 
5.1.5  How do I coordinate meet-up point details with my host?

Guest and hosts can make a:
1.   Clear Communication

 
Let your Host know how are you going to the place and the arrival time. You are advised to keep the communication on Lagaido Message Inbox to let Lagaido to assist better if any issue comes up.

2.  Know your reservation details
 
After a reservation is confirmed, refer to your booking summary and itinerary for useful information about your reservation, such as remarks written by your host, your host's contact information, host address if your host is a company and your payment info.

3.  Keep Host updated
 
Keep your host updated about any changes such as flight delay or traffic jam. Look up Waze for traffic updates to make sure there is nothing impacting your reservation. With traffic jam, road closure and flight delays, guests and hosts might need a little extra time to meet up.
 


5.2  During the trip

5.2.1  How do I contact my host?

After making a reservation on Lagaido, you will receive host’s contact number, email address, and company address if your host is a company in your booking summary. You are able to call them, email them or message them through Message Inbox.


5.2.2  Can host collect deposit from me?

Collecting deposit will depends on the hosts’ Terms of Use. To avoid miscommunication we encourage you to:
1.  Read through the terms of use (for transport rental and charter service).
2.  Double confirm with the host before confirming booking.


5.2.3  Can I bring extra guest last minute?

No. Everything has to be communicate beforehand. Your host remains the right to reject providing service to the last minute extra guest. However your friend is able to find the host and make another booking him/herself and tell host that he/she is joining your trip and your friend is able to ask for a discount from the host too.


5.2.4  What should I do when something unexpected happen?

The fastest way to get help is to contact your host. Most of your hosts are locals or they have lived in the place for a while, they will have a better understanding of the local cultures and how things works locally. Hence, we would advise you to contact them for help. But if there is emergency situation or your personal safety is threatened, contact local police or emergency service.

Tips: There are some local police, emergency and embassy contact attached in your booking summary after you complete a booking.


5.2.5  Should I tip my host?

It is up to you. But we reckon you to do some research on tipping culture for each country. Another way to show appreciation to your host is writing a review to encourage other travelers to book their trip.


5.2.6  What happen if I’m injured during my trip?

If you’re injured or require medical attention during a trip, contact local emergency services immediately.
Tips: Check your attachment in your booking summary for local emergency contact.

Once you’re safe and your immediate concerns have been addressed, report the incident to us as your safety is our biggest concern.
1. Go to Contact Us.
2. Choose I’m a Guest.
3. Choose Report.
4. Report the incident to us.


 
5.3   Change of plans

5.3.1  How do I calculate my refund if I cancel a reservation?

Refund is based on your host’s refund policy. There are 5 types of Refund Rate in Lagaido. But host can customized the days themselves.

Refund Rate 0%
If Host tick 0% refund rate  - 0 day to 7 days
That means there will not be refund if cancelation happens within a week before start date.

Refund Rate 25%
If Host tick 25% refund rate – 8 days to 14 days
That means that there will be a refund of 25% for cancelation that happens between 8days to 14days before start date.
Example: If your booking is RM1000 your refund will be RM1000 x 25% = RM250

Refund Rate 50%
If Host tick 50% refund rate – 15 days to 30 days
That means that there will be a refund of 50% for cancelation that happens between 15days to 30days before start date.
Example: If your booking is RM1000 your refund will be RM1000 x 50% = RM500

Refund Rate 75%
If Host tick 75% refund rate – 31 days to 60 days
That means that there will be a refund of 75% for cancelation that happens between 31days to 60days before start date.
Example: If your booking is RM1000 your refund will be  RM1000 x 75% = RM750

Refund Rate 100%
100% refund rate – 61 days and more
That means that there will be a refund of 100% for cancelation more than 61 days.


5.3.2  What happen if my host cancel my reservation?

While extremely rare, should a host need to cancel a trip, you will be notified as soon as the cancellation is reported. You’ll be refunded in full. We take host cancellations very seriously. If your host cancels outside accepted exceptions, they may receive a fine or their listing could be suspended, pending a review of their account.


5.3.3  What if there is weather problem and host have to cancel my trip?

Hosts make every effort to continue, as scheduled. However if the weather creates an unsafe or uncomfortable scenario for guests, this may result in a cancel, change or partial cancellation of an itinerary. If your trip is canceled and substantially changes the itinerary, you or your host are able to contact us and request for partially or full refund depending on the situation.


5.3.4  How do I cancel my reservation?

Before your trip
Follow the following steps:
1. Go to Message Inbox.
2. Choose your Message box with your host.
3. Click refund box on the right.

If you can’t find message between you and your host
1. Check whether you are on the TRIP tab on the left.
2. Choose ‘All Trip Message’ category from the dropdown box on the right.
3. Choose your message.
4. Click Cancel Booking button on the right.

Do note that you will be refunded according to your host’s Refund Policy. If you wish to have a 100% refund please leave us a message at Contact Us.


5.3.5  Can I make changes to a pending reservation request?

Your booking process
1. Contact Host.
2. Request to Book
3. Wait for host approval
4. Confirm Booking
5. Make Payment

You are only able to make changes before your host approved the request.
However, if host already approved request, you will have to cancel the reservation and make a new booking to make changes

To change reservation request for Transport Rental, Charter Service and Package:
1. Go Message Inbox.
2. Select Trip on the top-left of the screen.
3. Click host profile picture.
4. Search product under Listing on the left under profile picture.
5. Make a new booking.

To change reservation request for Local Guide:
1. Go to Message Inbox.
2. Select Trip on the left side of the screen.
3. Click host profile picture.
4. Make a new booking.

 
If the booking has been approved by host, no more changes can be made.
 
 
5.3.6  Do I get a full refund if I cancel?
 
This will depend on the Refund Policy of the host. 


 
5.4   Resolving a problem
 
5.4.1  What should I do when something unexpected happen?

The fastest way to get help is to contact your host. Most of your hosts are locals or they have lived in the place for a while, they will have a better understanding of the local cultures and how things works locally so we would advise you to contact them for help.

But if there is emergency situation or your personal safety is threatened, contact local police or emergency service.
Tips: There are some local police, emergency and embassy contact attached in your booking summary after you complete a booking.


5.4.2  I can’t get in touch with my host. How do I contact my host?

After making a reservation on Lagaido, you will receive host’s contact number, email address, and company address (if your host is a company) in your booking summary. You are able to call them, email them or message them through Message Inbox.
 

5.4.3  What happens if my host cancels my reservation?

While extremely rare, should a host need to cancel a trip, you will be notified as soon as the cancellation is reported. You’ll be refunded in full. We take host cancellations very seriously. If your host cancels, outside accepted exceptions, they may receive a fine or their listing could be suspended, pending a review of their account.

 
5.4.4  How do I request refund before trip starts?
Follow the following steps:
1. Go to Message Inbox.
2. Choose your Message.
3. Click Cancel Booking button on the right.

If you can’t find message between you and your host:
1. Check whether you are on the TRIP tab on the left.
2. Choose ‘All Trip Message’ category from the dropdown box on the right.
3. Choose your Message.
4. Click Cancel Booking button on the right.

Do note that you will be refunded according to your host’s Refund Policy.
If you wish to have a 100% refund please leave us a message at Contact Us and state your reason.


5.4.5  How do I request refund on the first day of the trip (unexpected weather)?

Follow the following steps:
1. Go to Contact Us.
2. Choose as a Guest.
3. Choose problems regarding Booking Cancellation and Refund.
4. Fill in your Booking ID.
5. Write the reasons for refund.


5.4.6  How do I handle a disagreement with my host after a trip?

We would reckon you to use booking summary, itinerary and remarks to resolve disputes between you and your host. If it still does not work out, you are advised to contact us and file a case with us so we are able to investigate and resolve the matter.


5.4.7  What should I do if my host needs to cancel the reservation?

While extremely rare, should a host need to cancel a trip, you will be notified as soon as the cancellation is reported. You’ll be refunded in full. We take host cancellations very seriously. If your host cancels outside accepted exceptions, they may receive a fine or their listing could be suspended, pending a review of their account.
 

5.4.8  What if a host informs me that the listing I already paid for is now unavailable but they have an alternative?

You are not obligated to accept the offer, but it is up to you to decide whether to accept host’s offer. But if you and your host can’t come to an agreement, we reckon you to get some evidence (Eg: a voice record or a video) and Contact Us. Lagaido will investigate into the matter.