About Guide Base

Guide Base is an innovative online platform to search, chat and book outdoor guides. Our adventures including hiking, mountaineering, ice climbing and more. Thanks to our amazing community of qualified guides, you can always find a trip to match your goals at Guide Base.

How does Guide Base work?

Guide Base allows you to find qualified guides in outdoor activities of your choice. Simply search, chat and book the guide of your choice for a bespoke trip, or search one of our pre-planned trips for a hassle free experience.

How much does Guide Base cost?

To ensure we can continue to offer fantastic trips, Guide Base charges a 10% commission fee to guides and a £3 admin fee to customers. For example, if your trip cost £100, the total fee would be £103. The guide would receive £90, and the remaining £13 is commission used to develop and grow an amazing community of outdoor adventurers.

Finding the right trip

How do I find the right trip?

To search for a pre-planned trip, select 'trips' from the top left menu on the home page. Select the desired activity, location and duration from the left filter menu. All activities matching your criteria will now be shown. You can further filter this list according to activity level, location radius and price. When choosing a trip, it may be helpful to view customer and guide reviews.

How do I find the right guide?

To search for a guide to create a bespoke trip, select 'guides' from the top left menu on the home page. Select the desired activity and location from the left filter menu. All guides matching your criteria will now be shown. You can further filter this list according to customer rating and years of experience.

Which activities are offered?

Guide Base offers a range of summer and winter activities. Activities can be filtered on the search pages from guides and trips. Certain activities will be more accessible during winter or summer seasons. For example, outdoor ice climbing is only possible in winter, where as rock climbing is more popular in summer.

Who leaves reviews?

So to develop a community of fantastic adventures, both customers and guides can review one another after the adventure. Guide reviews may be based on factors such as communication, knowledge, friendliness or experience. Customer reviews may be based on factors including communication or behavior. Adventure sports offer incredible experiences, however its important to foster a community of respect to ensure we all stay safe!

Are trips suitable for children?

Some trips may be suitable for children, however this is at the guides digression. We recommend contacting the organizing guide if you or a member of your party is under 18 years of age.

I can't find my preferred location on Guide Base?

The list of locations is constantly growing. If you cannot find the location you are looking for, please contact us - contact@guidebase.com. We may be able to help find you a guide in your area.

My chosen trip has no reviews?

The guide has most probably only recently registered with Guide Base, or the trip is new. Because of this, no reviews have been left yet. Missing reviews do not indicate the quality of the guide or trip.

How are prices displayed?

Prices for trips are displayed per person, per trip. Please contact the guides through the Guide Base messaging system for rates.

I have a question about an activity... Who do I ask?

We recommend contacting the lead guide for all activity related questions. Simply click ''Send a message'' on the trip or guide profile. If you need any further information, or the guide was unable to answer your question, send us a message - contact@guidebase.com

Booking Process

How do I make a booking?

After selecting your trip, or invoice select the ''Book Now'' button. Enter your information and select ''Make payment''. The guide organizing the activity will be sent a notification of the booking request. The guide has 24 hours to accept or reject the booking. Once the booking is accepted, the booking becomes binding and your payment method will be charged. If the guide refuses the booking, you will be notified and no charge will be made.

Do I need a Guide Base account to make bookings?

Yes. Guide Base is a fantastic community of adventurers, and we'd love to have you on the team!

Do I need to provide my credit card details to make a booking?

Yes. We require payment details so to avoid delayed in the booking process. We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover, JCB, Diners Club, China UnionPay, credit and debit cards).

Is the booking binding?

Once the booking has been made and is accepted by the guide, it is binding for all parties. Cancellation is possible, however fee's may occur. See our Cancellation Policy for full details.

Is there a booking fee?

We charge a small 3% admin fee on all transactions. This helps us cover the cost of bank fee's during checkout.

Do I get a confirmation that my booking has been made?

Yes! You will receive an email within 24 hours of booking confirming the activity date, time and meet location. In the case of bespoke trips, the guide will send you this information.

Can I make multiple bookings at the same time?

Each booking is binding and therefore we recommend you book trips individually. However, you can book multiple participants for one trip in one booking.

How do I contact my guide?

Simply click ''Send Message'' on their profile or trip overview. Please do not exchange email addresses or telephone numbers through the Guide Base messenger system.  

Payments 

Which payment methods can I use?

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover, JCB, Diners Club, China UnionPay, credit and debit cards).

Is there a fee when booking through Guide Base?

We charge a small 3% admin fee on all transactions. This helps us cover the cost of bank fee's during checkout.

When will I be charged for my booking?

After selecting your trip, or invoice select the ''Book Now'' button. Enter your information and select ''Make payment''. The guide organizing the activity will be sent a notification of the booking request. The guide has 24 hours to accept or reject the booking. Once the booking is accepted, the booking becomes binding and your payment method will be charged. If the guide refuses the booking, you will be notified and no charge will be made.

Is the payment system secure?

Yes! We use Stripe to store all data and process payments. No payment data is stored by Guide Base. The online transfer is also SSL-encrypted to the highest recognized standard.

What happends after I send a booking request?

How long does it take for a guide to answer my booking request?

Guides are often very proactive and respond quickly to requests. We set a limit of 24 hours for all responses. If you have not received a reply from your booking request within 24 hours, please contact Guide Base at contact@guidebase.com and we will get in touch with the guide.

What happens once my booking request has been accepted?

Once the request has been accepted, the booking becomes binding for all parties. Your payment method will also be charged. If you have any questions about the trip, please contact the guide directly.

Are there any additional fee's that I need to pay to the guide?

Unless stated in the trip detail, there are not additional fees to pay.

My booking request was declined, what next?

Your guide was likely unavailable or the trip was full. You have not been charged. Please try again with another guide, or we can help you find the perfect trip! Just get in touch at contact@guidebase.com

My guide has not replied to my booking request within 24 hours?

If you have not received a reply from your booking request within 24 hours, please contact Guide Base at contact@guidebase.com and we will get in touch with the guide.

I have arrived at the activity meet point but my guide is not here?

Please confirm the meeting point with your guide as soon as possible. If you're unable to reach your guide, please contact Guide Base immediately. We will do our best to help you and resolve the situation.

I want to change my booking, what can I do?

If you need to change your booking, please contact your guide directly. If major changes are made, price adjustments may occur at the guides discretion.

Trip & Guide reviews

Who can provide reviews?

All customers and guides can leave reviews for each party after a trip.

How can I leave a review?

After your trip you will receive a notification requesting you leave a review. Please follow the steps described.

What should I consider when leaving a review?

Once you have completed a trip though Guide Base, there is the opportunity to leave a review. Both the guide and the customer can leave reviews for each other. Reviews are a really important tool that helps users choose a guide or trip. Furthermore, guide reviews of customers help build a community of trust. Your review should be based on your experience of the trip, and not the experience of the Guide Base website or employees. Reviews of Guidebase.com can be provided separately. Reviews are public, and therefore we ask that sensitive content is withed. Guide Base reserves the right not to publish negative reviews that violate our review guidelines.

Can I edit or change a review?

Reviews cannot be changed or edited once submitted. If you really need to make a change, please email contact@guidebase.com

Booking cancellation 

What is the cancellation policy?

Bookings can be cancelled at any time prior to the date of the activity. Simply log in to your Guide Base account and following the cancellation process. Cancellation fees may apply depending on how much notice is given. Cancellation fees A full refund will be given for cancellations made up to 31 days prior to the start date of an activity. A 80% refunded will be issued to cancellations made between 8 and 30 days prior to the start of an activity. A 50% refund will be issued to cancellations made between 7 and 24hrs before the start date of the activity. Cancellations made within 24hrs of the start date are not eligible for a refund. You may be able to move the activity to another date, however this is at full digression of the guide. Refunds Refunds, if applicable, will be process to the same card payment was originally made.

Other

How can I delete my Guide Base account?

To delete your account, please send an email to contact@guidebase.com. We really appreciate all feedback & aim to resolve any issues before deleting accounts.

How do I change my password?

Select 'Login' from the Guide Base homepage. From here, select 'Reset my password'. You will receive a email shortly detailing how to reset your password.

How do I change my registered email address?

Please login to your profile and make any necessary changes.

I found a problem with the website, who should I contact?

If you find a problem, or have a recommendation, please send it to contact@guidebase.com