ExperiaHub Help Center

Welcome to the ExperiaHub Help Center! We’re here to ensure your journey with us, whether as a traveler or a valued partner, is as smooth and enjoyable as the experiences we offer.

Below you’ll find answers to our most frequently asked questions. If you can’t find what you’re looking for, please don’t hesitate to reach out to our dedicated support team.

For Travelers

Getting Started

• What is ExperiaHub? ExperiaHub is an online platform that connects travelers with unique, authentic, and high-quality local experiences worldwide. We act as a marketplace, helping you discover and book incredible activities offered by independent local Suppliers.
• How does the AI Concierge work? Our intelligent AI Concierge uses your natural language queries to understand your preferences and recommends personalized activities from our curated selection. Just tell it what you’re looking for, and it will guide you to your perfect adventure!
• Is ExperiaHub free to use for travelers? Yes, browsing experiences and using our AI Concierge is completely free for travelers. You only pay when you book an activity.

Booking & Payments

• How do I book an activity? Once you find an activity you love, simply click the ‘Book Now’ button on the activity detail page. You’ll be guided through selecting your date, time, and number of participants, followed by a secure payment process.
• What payment methods do you accept? We accept major credit cards (Visa, Mastercard, American Express) and other popular payment methods via our secure payment gateway integrated with Bokun.
• Will I receive a confirmation? Yes, after a successful booking and payment, you will receive an instant confirmation email from ExperiaHub (or Bokun on our behalf) with all your booking details, including meeting points and contact information for the Supplier.
• Are there any hidden fees? No. The price displayed on the activity page is the total price, inclusive of any taxes and fees. Suppliers are required to clearly state any additional fees for optional extras or mandatory fees payable directly to a third party upon arrival.
• What if I want to book multiple activities for an itinerary? Currently, you can book activities individually. Our upcoming itinerary feature will allow you to plan and potentially book multiple experiences more seamlessly.

Cancellations & Refunds

• What is your cancellation policy? Our standard policy offers a full refund if you cancel at least 24 hours in advance of most experiences. However, each activity has a specific cancellation policy set by the Supplier, which is clearly displayed on the activity detail page. By booking, you agree to that specific policy.
• How do I cancel a booking? Please refer to your confirmation email for instructions on how to cancel or modify your booking. If you need assistance, contact our customer support team.
• How long does a refund take? Once a refund is processed according to the Supplier’s policy, it typically takes 5-10 business days for the funds to appear back in your account, depending on your bank or payment provider.

Account & Profile

• Do I need an account to book? While you can browse as a guest, creating an account allows you to view your past bookings, manage your profile, and save favorite experiences.
• How do I update my profile information? You can update your personal details by logging into your ExperiaHub account and navigating to your profile settings.

During Your Trip

• What if something goes wrong during my activity? In case of any issues or disputes during your activity, please first try to communicate directly with your Supplier. If you need further assistance, contact ExperiaHub’s customer support, and we will work as a facilitator to help resolve the situation.
• Who is responsible for the activity itself? The independent local Supplier is solely responsible for the direct provision, quality, safety, and legality of the activity. ExperiaHub acts only as a marketplace facilitator.

For Partners (Activity Suppliers)

Getting Started

• How can I list my activity on ExperiaHub? We partner with local Suppliers offering unique and authentic experiences. Please visit our Become a Partner page to learn more and submit your activity details through our easy-to-use online form.
• What kind of activities do you look for? We focus on authentic cultural, adventure, culinary, and craft experiences that offer a genuine local perspective and are of high quality. We’re looking for “hidden gems” that provide true immersion.
• Is there an upfront fee to list my activity? No, we do not charge initial setup fees for Suppliers. We operate on a commission-based model, meaning we only earn when you get a booking through our platform.
• How does ExperiaHub help me get more bookings? We provide increased visibility to a global audience, marketing support (including features on our YouTube channel), and simplified technology solutions to streamline your online presence and booking management.

Managing Listings & Bookings

• How do I submit my activity details? You’ll use our dedicated online input form on the website. This form guides you through providing all necessary information, including descriptions, photos, and video uploads.
• How do I update my activity details or availability? Initially, you can submit updates via a dedicated form or by contacting our Supplier Relations team. For availability, you will manage this directly within your Bokun account, which syncs in real-time with ExperiaHub.
• How does the booking process work? Bookings made through ExperiaHub are managed via Bokun. You’ll receive notifications for new bookings, and your availability will automatically update across all channels connected through Bokun.
• How and when do I get paid? Payments are processed securely through Bokun. You will receive payouts for completed bookings according to the terms outlined in your partnership agreement with ExperiaHub.

Quality & Support

• How does ExperiaHub ensure quality? All listed Experiences undergo a vetting process, including review of content and sometimes video showcases. We encourage customer reviews and use feedback to maintain high standards.
• What kind of support do you offer partners? We offer hands-on support during onboarding, clear guides for managing your listings, and a dedicated Supplier Relations team to assist with any questions or issues.

Still Need Help?

If your question wasn’t answered here, our customer-centric support team is ready to assist you.

• Email Us: info@experiahub.com
• Chat with us: [Link to your AI Concierge / Live Chat if available]
• Visit our full Terms & Conditions and Privacy Policy for more detailed information.

We look forward to helping you!