How to Partners: Iceland

Related Topics

• DMC PARTNERS
• How to Handle Partner OTGs

FAQS

• Our partner handles everything from guide assignments, car services and all site entrance tickets.
• They may assign guides up to 24 hours before the tour, so we will assign a temporary guide in the interim until they have given us the guide information.
• We don’t have guide contacts, they prefer we reach out to the operation team if we have any last minute client complications. Guides do not have access to the managed comm system
• They work 8:30am-7:30pm Icelandic time (GMT). They do not work on major holidays.
• We can expect responses from Hidden Iceland within 24-48 hours unless there is a major storm or event happening in Iceland. They will try to keep us updated on situations like these.

How to Fulfill

• When a booking comes through our system, we first must review the order; check client’s notes and make sure there are no double bookings, that there are no date/time overlaps.
• Before reaching out to our partner, assign the temporary guide to the tour.
• We do this so that something appears in the 24 hour reminder to clients, and also so that admin does not keep tasking us regarding a guide-less sched walk
• Partner guides do not have admin access - we DO NOT want to send them an sms or email!
• Check off the sms and email boxes BEFORE assigning
• Find the specific guide's name on the assignment list
• On the righthand side of their row, select the 'assign' button
• Then select the green check mark next to their name - this will accept the assignment on their behalf
• Confirm the booking with Partner once you have the client’s address
• Important: for the first booking with HI, please inform our partner that the client has already paid.
• Email template below: info@hiddeniceland.is (reservation & operation team)
• They will confirm the booking within 2 days and confirms the pickup time/duration based on client accommodation location
• Due to constraints in certain pick-up routes, partner might suggest a different pick-up location. In this event, please update MP + task C/AX to reach out to the clients.
• They will contact us 24-48 hours before the tour with the official guide name. If the guide does not have a bio in admin, ping the expert team to create one
• In case there isn’t anyone on the team available and if we are in a time crunch, we can create a basic bio in admin to get the guide assigned. Please loop in EX so they are aware and can contact Hidden Iceland to get a full bio for the guide
• Remember to assign the guide following the standard Partner SOP noted above
• If the guide has changed, we will need to ping C/AX to update the client with the guide’s name. Since this is done so close to the service date we can consider it an OTG

TEMPLATE

Hallo Hidden Iceland Team,

We have received a new booking for Context Travel, you will find the information below:

Name of Tour: [reference partner tour name above]

Type: Private

Date:

Guide:

Name of client/Ages:

Number of people (include Adult and Child):

Languages spoken: English

Hotel/Accomodation:

Email and phone # of client:

Any dietary requirements:

Note: Context Travel partner tour, please avoid wearing branded clothing.

The customer pays directly to Context Travel. We transfer 100% funds to Hidden Iceland upon invoice.

Once a guide is assigned to the tour, please update us with their name.

ADMINISTRATIVE INFORMATION

DMC Partner Folder

Quotes & Reservation Contact : info@hiddeniceland.is (reservation & operation team)

Administration/Payment contact : info@hiddeniceland.is

Ops and reservation team: info@hiddeniceland.is or +354 770 5733

Guide feedback and specific ops inquiries: emily@hiddeniceland.is (emily, operations manager)

Cancellation Policy