FAQ

JoinaJoin                                                   

 Frequently Asked Questions

 

 General:

 

What is JoinaJoin?

JoinaJoin is a marketplace that joins people, places, and experiences together. At JoinaJoin you can list, find & book amazing things to do and awesome places to stay. Join in the adventure!

 

What is a Join?

A “Join” is any experience, adventure or place to stay, inside the JoinaJoin community.

 

What’s a Joiner?

A Joiner is anyone who registers with JoinaJoin. Whether you host a Property Join, Adventure Join or join in as a guest, you’re a Joiner!

 

How it works:

At JoinaJoin we bring people, places and experiences together. Why? Because we love to travel, meet new people and have all kinds of adventures. We’re not a travel agency; we are facilitators. Let’s say you want to travel to Puerto Rico, but instead of staying at the typical hotel, you’d rather have a more personal, intimate, and local experience. That’s what we’re here for. We hook you up with people who have an extra room to spare, an empty vacation home, or a really amazing experience they’d like to share. We call these joins; and once you join a join, you’ll never go back to travelling the old fashioned way again!

 

Is it safe?

Yes. We review all experience and property listings prior to publishing them on our website. A listing that doesn’t meet the JoinaJoin standards will not be published. We also provide reviews and recommendations that allowsfor first hand commentary from people who have either stayed at the property or lived the experience. We recommend all our hosts to provide as many pictures and information as possible to make the decision making easier on you, the guest. We withhold payment to hosts until 24 hours after you check in. This allows for issues to be resolved before any money is exchanged.

 

Visit the Trust and Safety section to learn how we keep our tours safe and ensure the highest quality.

 

Why use JoinaJoin?

It’s easy, inexpensive, and different. When you use JoinaJoin to book your travel experiences you get something way beyond the traditional tourist experience. We help you join the local community and interact with your travel destination in ways that otherwise would not be possible. At JoinaJoin you can rent a remote mountain cottage, eat a local meal cooked by your host, and visit the secret surf spot only known to locals. It’s like having a friend at your travel destination! You get an enhanced cultural experience, getting to know the real essence of the people, the places, and the daily life of locals.

 

Each join hosts a plethora of memories that will last a lifetime, bringing smiles and fond memories for years to come. Be part of the community of passionate, energetic, fun-loving hosts and travelers who can’t wait to join their world with yours!

 

What’s different about JoinaJoin?

Your average travel platform misses out on access to amazing experiences and hidden beauties available only through local experts. At JoinaJoin we provide the new sharing economy, a platform that helps connect the real world. Here you can find an alternative to the classic hotel, where the local culture is included and the pricing reasonable.

 

Who can host on JoinaJoin?

Anyone with a cool place in an awesome location, or a little known worthy experience can be a host! It's free to sign up and to list your join. You can also host tours and experiences. Whether it’s a spare room in your house, a remote secluded house in the mountain, an ocean view apartment, an amazing caving experience, a special river spot, or anything your feel passionate about in your hometown, you can host a join for it.

 

JoinaJoin gives you access to two types of Joins: Properties and Experiences. A property Join is a room, house, apartment, or any location meant for lodging (Ex. Camping site). An Experience Join is provided by a tour guide and can include Air, Water, Land, or Hidden Secret.

 

How is pricing determined on JoinaJoin?

Since JoinaJoin is an online marketplace, each host decides what to charge for each listing. We recommend you look around the site for similar joins to price your experience competitively. Remember to consider all your time and expenses when pricing your property or experience. Food, transportation, gear, and extras can all be calculated into the price. When a reservation is booked, we charge both guests and host a service fee to cover the cost of running the site. For details on fees and costs visit the Taxes, Fees, and Other Charges section.

 

What are Join Specifics?

These are specific details that need to be identified by the host. They include any limitations or restrictions on the experience, for example, not safe for people with heart conditions or pregnant women, etc.

 

 

My Account Section:

 

What is the dashboard?

The dashboard is the home page or portal where you control your account, settings, bookings, listings, etc.

 

Why should I complete my user profile?

At JoinaJoin we seek to make traveling a more personal, local experience. Since our focus is on properties and experiences owned or provided by individuals, we feel it is necessary, as well as beneficiary, to give potential guests a way to get to know you better in advance.

 

What if I sign-in with my Facebook account, will it be visible on my profile?

We only use your Facebook account to bypass our regular registration tool. Your name and Facebook photo will appear in your JoinaJoin profile, but no other Facebook information will be included. The rest of the profile will have to be completed manually.

 

Should I upload a photo of myself?

We recommend it! However, it is not a requirement.

 

What do I do if I forget my password?

Click the sign-in button. In the bottom of the sign-in page you will see a link that will help you should you forget your password.

 

How do I delete my account?

Please contact our Customer Service Team if you would like to delete your account. They will be happy to help you.

 

Why are some profiles incomplete?

Some hosts or guests have not have not finished completing their profiles. If you require more information, we advise you to contact them via the messaging system.

 

Why do some hosts not have a photo of themselves as their profile picture? 

Although we encourage all of our hosts to upload photos of themselves, we have not yet made it an obligation.

 

Wallet:

 

What is the wallet?

The wallet is where all moneys are initially deposited. You can find your wallet by clicking the “payout” tab on your dashboard. Your wallet is associated to your paypal account and you can perform money transfers between the two.

 

How do I associate my paypal account with my wallet?

Go to your dashboard and click the “Payout” tab. Click the “Money Transfer Accounts” tab. If you have not set up your account yet, you will be prompted to do so. At the moment, we only use paypal. To set up your wallet, simply enter the email associated with your paypal account into the space provided and hit the “submit” button. You’re all set!

 

How do I transfer money from my wallet to my paypal account?

After a booking is confirmed, the initial payment is deposited to the wallet section of your account. To transfer any amount into your paypal account click the “payout” tab, and then click “Withdraw Fund Request”. You will be prompted to enter the amount you wish to withdraw. Enter it and click “Request Withdraw”. You can visit the “Withdraw Fund Request” page at any moment to verify the status of your request.

 

How long does it take for wallet funds to be available in my paypal account?

For requests made from Sunday to Thursday, the money will be available on your paypal account the following day, up to midnight Puerto Rico time. For requests made during a Friday or Saturday, the amount may not be visible until noon (12:00 p.m. PR time) of the following Monday.

 

Listing a Join:

 

Who can list on JoinaJoin?

Anyone with a cool place in an awesome location, or a little known worthy experience can be a host! It's free to sign up and to list your join. You can also host tours and experiences. Whether it’s a spare room in your house, a remote secluded house in the mountain, an ocean view apartment, an amazing caving experience, a special river spot, or anything your feel passionate about in your hometown, you can host a join for it.

 

JoinaJoin gives you access to two types of Joins: Properties and Experiences. A property Join is a room, house, apartment, or any location meant for lodging (Ex. Camping site). An Experience Join is provided by a tour guide and can include Air, Water, Land, or Hidden Secret.

 

What kind of properties can be listed on JoinaJoin?

Any property worth staying at can be offered at our site. If your property type is not listed on the List Your Join section, please contact our customer support team and we will be happy to help you.

 

What kinds of Adventures can be listed on JoinaJoin?

JoinaJoin welcomes all kinds of experiences from all types of people, as long as the experience or activity follows our guidelines and respects the local community and its visitors.

 

How much does it cost to list a Join on JoinaJoin?

Listing a Property Join or Adventure Join is completely free! JoinaJoin charges Booking fees to both Hosts and Guests upon confirmation of bookings. For a list of costs and fees, visit the Cost, Fees, Taxes, and Other Charges section.

 

How do I create a listing on JoinaJoin?

1)    Log on to JoinaJoin.com.

2)    Click the “List you Join” button on the right hand corner. You will be prompted to choose between a Property Join and an Adventure Join. Choose you Join and fill out all the necessary information. Be sure to include high quality photos and specific details about your Join like house rules, key handover details, necessary equipment and other relevant information.

3)    Don’t worry about reviews and recommendations. You will slowly acquire them as you book and provide your Joins!

 

What kind of pictures should I upload?

Your photos should depict the rooms to which your guests would have access to, such as the bedroom, bathroom, kitchen, terrace, etc. Obviously, better photos attract more views and bookings so make sure to have your space spic and span on the day you shoot the picture.

 

Does JoinaJoin have a photography service?

JoinaJoin tries to assist hosts in improving the quality of their listings whenever possible. In some special cases, we might be able to arrange for a photographer to visit your property. If you would like to be considered, please contact our customer service department. This service is provided for an extra cost.

 

Where can I find my listings?

Your listings are on your profile page or on the Listing section on your dashboard.

 

I just listed my Join, why isn’t it visible to other users?

In order to maintain the high quality of our listings, we review each offer before they are approved and made available for search. Uploading good quality photos and providing complete information about your property will help speed up the review process. If your listing still doesn't appear in the search results within 48 hours, please contact our customer support team for further advice.

 

How long do I have to wait before my Join is visible?

We usually respond within 48 hours of your request and inform of approval, denial, or a request for more information.

 

Other things you can do to help speed the process along are as follows:

1)    Make sure your title and descriptions are clear.

2)    Check your spelling and grammar.

3)    Review your photos to insure high quality images. 

4)    Fill out your user profile with as much relevant information about you.

 

Can I edit my listing after it has been published?

Yes. Simply login to your account and go to my joins section. You can edit photos, descriptions, pricing and more.

 

How do I delete my listing?

At the moment, deleting a listing is not available. If you don’t want your listing to be seen, you can hide it in the “my joins” section of your account.

 

How can my listing be featured higher in the search results?

Please contact our customer service department and we will advise you further.

 

What type of legal issues should I consider before listing on Joinajoin? Most cities have some sort of regulation regarding short and long-term rentals. You should familiarize yourself with the local laws and requirements and ensure you meet all the necessary requirements before posting your Join. There may be permits, inspections, fees, and other requirements and there may be penalties in the form of fines or other enforcements for not following regulations.

 

Please make sure to review your local laws before listing your space or experience on JoinaJoin. By accepting our Terms of Service and activating your listing, you certify that you will comply with local laws and regulations.

 

Hosting a Property Join:

 

What should I keep in mind when creating a property Join? You should present your accommodation in an informative manner, highlighting the details that set it apart and clearly stating all commodities. You will be asked to create a title, upload photos, and describe your property. Make sure you include details including: price, location, amenities, property type, minimum stay, maximum number of guests, nearby attractions, and anything that makes your join interesting.

 

Contact details (email, phone, street address etc.) are not permitted in the title, description of the property, or house rules. These will be provided to the guest upon completion of a booking.

 

How is the location of a property displayed?

We display the street name and a map of the surrounding area. The exact street address is withheld in order to protect your privacy. Guests will only receive your full address and location once the booking has been confirmed.

 

I can’t find my location on the map!

If your street address is not recognized, try entering the zip code and/or city after it. If this still does not work, please contact our customer support team and we will be happy to fix it for you.

 

Can I list my property if it is outside of Puerto Rico?

Currently, we are only available in PR. Launching soon in Tenerife (Spain), Dominican Republic, Jamaica, Panama City, Niagara (Canada), Miami and Orlando.

 

What's the difference between a house manual and house rules?

The House Manual is a way of letting your guests know how the property works. For example, it may include instructions on how to use the washer, where you keep the coffee, a contact number, and other information to help your guest have a pleasant stay.  We recommend you keep a physical copy the House Manual on the property and let your guest know where you keep it.

 

The House Rules are the dos and don’ts of the property. For example, perhaps you’d like guests to turn off the water heater when not in use, or there is a specific room that should be avoided. This is also where you let your guests know whether smoking, pets, and other behaviors are allowed. Make sure to let your guests know the House Rules well in advance.  We recommend you keep a copy of the House Rules on the property where they are easily visible.

 

Should I offer additional assistance to make the guest's stay more 'local'? This is entirely up to you. We do not expect you to provide additional host services, however, guests will appreciate the option of a pick-up, meal, or even a short tour of the neighborhood!  Remember JoinaJoin provides experiences as well as lodgings, so you can design a special experience for your guests and list it as a separate Join. Browse through the Adventure Section of our website and see if you get ideas.

 

Creating and Hosting an Adventure Join:

 

Who can host an Adventure on JoinaJoin?

Anyone can host a Join! Usually, guides are just people who are passionate about a subject or place and would love to tell others about it.  It's completely free to sign up and request to become a guide. However, you must be approved by our team to be considered. We find it necessary to ensure the safety and quality of all our Joins.

 

What should I keep in mind when creating my Adventure Join?

Make sure to include as many details about your tour as possible. Any restrictions or limitations, recommendations, necessary equipment, etc. should be included.

 

Adventure Guidelines:

All JoinaJoin experiences must meet the following guidelines. If you have questions please contact Customer Service.

 

1. We do not allow experiences that exploit, destroy, or endanger destinations, their inhabitants, or their visitors. That includes illegal activities, activities that might be harmful to the environment or local ecosystems, and unjust transactions.

 

2. We do not allow experiences that aim to coerce or convert. Our Joins are about knowing your location, having an adventure, or experiencing an exotic locale.

 

Why should I host an Adventure Join?

  • Because you love the place you’re hosting a Join for and want to share it with the rest of the world.
  • To earn money visiting the places you love and meeting new people.
  • To meet new and interesting people from all over the world.
  • To provide a travel experience beyond the typical tourist sites and overrated activities.
  • To help redirect tourist dollars to the local vendors, merchants, and communities that need them most.
  • Sharing your favorite spots with travellers from all over the world can be an enriching way of rediscovering your already familiar places. You get to have fun and make money!

 

What should I include in the price?

All your expenses incurred during the trip as well as the time invested in your endeavor. If you have any questions about pricing, feel free to contact Customer Support and we will gladly advice you.

 

If my tour includes food or any other expense, do I have to pay for it myself?

You should include all costs in your tour pricing and make sure your guests know in advance what is included with their payment. Any extra costs that might be required during the tour should be clearly specified in the description.

 

Booking a Property Join (Hosts):

 

I've received a Property Join booking request. Now what?

When a guest makes a booking request for your Join, you will receive an email advising you on how to accept or reject it. You may also accept or reject bookings in the 'Listing' section of your account.

 

I just confirmed a booking, now what do I do?

Once you have confirmed a booking, make sure to clearly communicate how the handover of keys will take place. Remember to send a confirmation email a few days prior to fulfilling the reservation.

 

How much will I be charged for a booking?

Property hosts are charged a 3% Property Host Booking Fee, automatically deducted from payout. For a complete list of charges and other fees, go to the Costs, Fees, Taxes, and Other Charges section.

 

How can I communicate with my guest?

Use our secure messaging service to work out details with your guests before accepting a reservation. You'll need to be logged in to your account to view and send messages. When you receive a message from a guest, you may view it in your inbox.

 

Can I ask guests to provide more information about themselves?

Yes. Asking questions is a great way to build rapport, learn about your guest’s preferences and expectations, and make sure your house rules are fully communicated. Feel free to ask guests whatever you deem necessary, including details about their arrival, how many people are coming and their names, the purpose of their stay, and anything else you would like to know. Just make sure to keep your communications and transactions within the JoinaJoin messaging system. We do not allow, however, exchanging contact information within our messaging system for security reasons.

 

Can I ask guests to complete their profiles before accepting a reservation?

Yes. If a guest has not completed their profile, you may ask them to do so and provide any information you deem necessary, including uploading a picture, etc.

 

May I reject a booking request even though my Join is available?

If you are not convinced about a potential guest, you are, of course, allowed to reject their bookings. Please keep in mind though, that rejecting bookings regularly will affect your position in the search results and may even cause your listing to be taken offline.

 

What if a guest wants to see my Join before booking?

At JoinaJoin we encourage security and trust. Keeping all your communications and transactions on JoinaJoin helps us ensure everyone’s privacy and security. We recommend that all hosts and guests complete their bookings through our website before meeting in person to best ensure their safety and privacy.

 

How does the handover of keys work?

The handover of keys should be agreed upon between the host and guest in advance, and should happen as planned, whether the keys are handed over personally or by a third party. Remember to be clear with your guest about how the key exchange will work and remind them of how it will take place after you confirm a booking.

 

When do I get paid for a booked Join?

Payments are transferred 24 hours after you check in at your Join. All moneys are initially transferred into the wallet section of your account. You may request a transfer into your primary market account at any time.

 

For more information on payments, please check the Wallet section on the My Account FAQ page.

 

What if my guest cancels?

For more on cancellations, visit our Cancellation Policy page.

 

Booking an Adventure Join (Host):

 

What’s the process for listing an adventure Join?

1)    Come up with an amazing tour or activity idea. Think about what you love doing or what you know the most about. We have all kinds of tours related to history, art, food, the great outdoors, and more. Whether it’s a bike hiking tour in one of the local trails, a personal shopping experience to little known local shops, or a historical tour of antique sites and museums, you make your experience your own, and we help people join you.

2)    Fill out your personal profile so people get a better idea of who you are. We recommend you upload a photo of yourself and provide as much information as possible. The more a guest knows, the safer they feel.

3)    List your adventure on JoinaJoin! Simply log on to joinajoin.com, click the “List you Join” button on the upper right hand side. Click on the Adventure Join tab and enter the required information. You will be prompted to provide dates, times, rules, and other details. We recommend you include as much information as possible. Don’t forget to add photos of the places you will be visiting and action shots of yourself if you have them. You can also upload videos!

4)    Don’t worry about reviews and recommendations. You will slowly acquire them as you book and provide your Joins!

 

I've received an Adventure Join booking request. Now what?

When a guest makes a booking request for your experience, you will receive an email advising you on how to accept or reject it. You may also accept or reject bookings in the 'Listing' section of your account.

 

What if I receive a booking request but can’t give the tour?

Sometimes a host receives a booking request they cannot honor. In such cases you should:

 

1)    Contact the guest and inform them that you are unavailable at the specific time. Try to reschedule and see if you can find something that works for the both of you.

2)    If you cannot schedule, contact the Customer support and we will try to find a replacement.

 

What should I do if I don’t know if I’ll be available yet?

Contact your guest and let them know. A short message indicating that you will be confirming your availability shortly will suffice. Make sure to confirm availability as soon as you know it.

 

Can I send a third party to do the tour for me?

Yes. However, this needs to be agreed upon beforehand by both guest and host. If you make a third party arrangement with your Joiner, please inform Customer Service prior to checking in.

 

I just confirmed a booking, now what do I do?

Congratulations!  Make sure your Joiner has everything they need so the join turns out just right. Remember to include all the relevant information in you Listing description. Here are some tips on how to prepare for your Join:

 

1)    Confirm the date, time, itinerary, and schedule of your Join with your guest. That way guests will know what to expect.

 

2)    Pick a good Meeting Spot.  Remember to include the Meeting Point in your tour information. If you can include a Google map link or directions to the place, it would be ideal. Make sure your meeting place is a safe, specific location that is not too crowded. An easily reachable open mall parking lot or park might be a good idea. Remember that it’s your responsibility meeting in an easily accessible, secure location. You are the local, so make it easy on your guest.

 

3)    Send a message with the following information:

  • Your contact information, exact date, time, meeting location (try to include a map or directions), and number of people expected.
  • List of supplies, clothing, and extras needed. Be specific about special requirements like walking shoes, and if they need to bring extras like sunscreen, bottled water, metro card, and so forth.
  • Describe your appearance and what you will be wearing. Some hosts   find it useful to bring a sign with the JoinaJoin logo on it.

 

4)    Be helpful and answer any questions they might have about your city. Remember, you’re like a friend in this strange new city. Being serviceable will help you get better reviews!

 

5)    Be prepared!

  • Bring any supplies, equipment, clothing, maps or anything else you need.
  • We suggest you bring bottled water and snacks for your guests.
  • Check the weather.  Always have a contingency plan.
  • Check for traffic. Make sure you set a departure time that allows time for any unforeseen stops.
  • Pace your stops and review your itinerary according to your guests needs.
  • Fully charge your phone and bring a car charger with you if possible.
  • Make sure you bring all your guests contact information, including names, cell phone numbers or any other information provided.

6)    Re confirm your tour with your guests a couple of days prior to the reservation and provide them with all the necessary information, even if you have previously already done so.

7)    Don’t forget to smile!

 

 

What should I keep in mind during my Join to make the most of it?

 

  • Be open, friendly and hospitable to your guests. We recommend you provide a schedule so they know what to anticipate. People feel more comfortable and safe when they know what to expect. (people like to know what is happening next).
  • Pay attention to your guests’ needs so you may tend to them accordingly.
  • Remember your Schedule. Try to build rest periods into your schedule, but remember to keep your pace.
  • Interact with your group. Don’t just give a lecture. Allow for questions and comments.
  • Take lots of pictures! Bring your camera and use the pictures in your listing. Follow up on travellers with a complimentary pic. Also take pictures of your guests with their cameras.
  • Have a big ending. Try to save something special saved for the end. It’s always good to leave your tour on a high note.
  • Have some closure. Allow for questions and advice at the end of your tour.

 

 

What information should I verify with my guests before beginning the Join?

  • Meeting place, contact information, schedule, and all necessary supplies.
  • Make sure to have a contingency plan in case you can’t find each other, or the weather interferes.

 

What should I do if I can't find my guest?

Once we confirm your booking, you will receive an email with your itinerary details and the contact information of your guest or guide.  If you can't find each other at the scheduled meeting place, call/text or email each other. If you need more assistance, please contact Customer Service.

 

What if the traveler is late? What if I am late?

Let your guest or host know. If your guest is late, get in contact with them and make sure everything is ok. If they are more than 15 minutes late, the experience is non-refundable (view our cancellation policy). If you are late, let your guest know and to please wait! If you are very late and have to cancel, your guests will get a full refund. If there are any issues, contact Customer Support.

 

How much will I be charged for an Adventure Join booking?

All experience hosts are charged a 15% commission for all completed bookings. The amount is automatically deducted from the pay out.

 

When do I get paid for a booked Adventure Join?

Payments are transferred 24 hours after you have your Adventure Join. All moneys are initially transferred into the wallet section of your account. You may request a transfer into your primary market account at any time.

 

For more information on payments, please check the Wallet section on the General FAQ page.

 

 

Booking a Join (Guests):

 

Why do I need to sign up to make a booking?

Signing up allows us to keep better control, record communications between hosts and guests and ensure a better quality of service. It also allows for the review and recommendations mechanism.

 

Why do some listings only contain a few photos?

We ask hosts to upload a minimum of one photo for each listing. If you would like to see more photos of a listing, try contacting the host with your request.

 

How much does it cost to book on JoinaJoin?

We charge different fees for Property and Adventure Joins. For a complete list of charges and other fees, go to the Costs, Fees, Taxes, and Other Charges section.

 

When will I be charged for my booking?

The total of your booking will be reserved in your credit card, bank account, or Paypal account immediately after you have made the booking request. The amount will only be deducted from your account if and after the host accepts your request.

 

Can I change my mind after I make a booking?

If you cannot commit to a booking request, even if the booking has already been confirmed, please send an email to Customer Support and we will advise you on how to proceed. For more information see the Cancellation Policies page.

 

How long does it usually take to receive an acceptance or a refusal from a host? Our policy requires our hosts to respond to booking requests within 24 hours, although most of our hosts respond much sooner than this. If a host does not respond within 24 hours, the booking request is automatically cancelled. If your booking request expires or is refused by the host, the total booking amount reserved in your account will be released by midnight of that day (Puerto Rico time). It can take 3-5 working days for the amount to reach your primary market account. Since the booking was never confirmed, JoinaJoin won’t charge you.

 

I've made a reservation. Now what?

Hosts receive booking requests via email and have up to 24 hours to respond. We encourage all hosts to respond promptly, however, sometimes time zone differences can delay the process.  If for some reason you cannot wait that long for a response, contact our Customer Support department and we will help speed up your request.

 

How can I change the date or times of my reservation?

Simply contact your host or tour guide to make sure they are available for the new date and time.  If so, leave the rest up to the host and you’re all set!

 

What if a host doesn't respond to a booking request?

If a host does not respond to a booking request within 24 hours, the booking will automatically be cancelled. We recommend you inquire several hosts about their availability.

 

How do I make contact with a possible host? You may use the messaging system to contact hosts. We are happy to encourage communication between hosts and guests. However, attempts to transfer contact information through the messaging system will be automatically rejected.

 

Can I request an invoice for my booking?

Yes, you can request an invoice through your dashboard in the bookings section. Press the request invoice button and follow the instructions. Please contact our customer support team if you need help with your invoice.

 

What if the host cancels?

If a host cancels a booking at any time, you will be refunded in full. Hosts or guides do not get paid until after the experience or reservation takes place. We take reliability very seriously. Although we understand that some emergency situations are inevitable, if a host displays a pattern of canceling or not showing up, they will be removed from the site.  Our customer support department will personally assist you in finding a replacement guide or host in case of cancellations. For more on cancellations, check the Cancellation Policy page.

 

Property Joins (Guests):

 

How does the handover of keys work?

The handover of keys should be agreed upon between the host and guest in advance, and should happen as planned, whether the keys are handed over personally or by a third party. Remember to be clear with your guest about how the key exchange will work and remind them of how it will take place after you confirm a booking.

 

How many people are allowed to stay in a particular property? The maximum number of guests will vary between properties. Please contact possible hosts with any questions about the property through our messaging system.

 

Can I bring my pet?

Amenities and accommodations vary depending on the host. If your host has not specified a policy on pets on the listing, feel free to contact them through our messaging system and ask if they offer the service.

 

When will I receive the host's complete contact and address details?

Once your payment details are confirmed, we will proceed to reserve the total booking cost. When the booking is confirmed, you will receive your host's complete address.

 

Why is the price on the checkout page different to the price on the search page? If you browse our listings without entering specific dates, you will be displayed a starting price for each property. After having selected specific dates, the exact price is calculated. The amount will depend on the rates that the host has set for those dates. Hosts may charge different rates for different seasons or different number of guests staying in the property. There may also be a cleaning fee, or special daily, weekly and/or monthly rates.

 

Adventure Joins (Guests):

 

How do I know the experiences are good?

We only allow experiences that pass our standards of being interesting, authentic, and valuable. A JoinaJoin experience is hard to find anywhere else! It is culturally enriching and can further your understanding of the destination and people who live there.

 

What if the host is late? What if I am late?

You are only obligated to pay for the time and date you booked.  If your host is late, get in contact with them and make sure everything is ok. If they are more than 15 minutes late, or attempts to reschedule the start time or day of the experience within 24 hours prior to the time that it is scheduled to start, you may, but are not obligated, to accommodate the request, and must submit the change in writing to our Customer Service department for the new time/date to be honored. If your host requests a reschedule and you do not wish to or are unable to reschedule it, you will be refunded in full.

 

If you are late, let your host know and to please wait! If you are very late and have to cancel, your experience is non-refundable. If there are any issues, contact Customer Service.

 

What if I want a custom experience?

There are some destinations where we don't have experiences yet and if you can't find what you are looking for we might be able to create a custom experience for you. Please contact Customer Service for assistance.

 

JoinaJoin welcomes all kinds of experiences from all types of people, as long as the experience or activity respects the local community and its visitors.

 

Pricing and Payment Methods:

 

How do I pay?

We accept Visa, Mastercard and PayPal. In Puerto Rico, we also accept ATH.

 

Is the processing of payments secure?

Yes. All payments are processed through encrypted connections.

 

How are refunds processed if a booking doesn't work out?

Refunds are processed according to our Cancellation Policy page. If you are eligible for a refund, the payment will be transferred on the same day that we confirm your cancellation. It may take between 3-5 days for the payment to appear in your account.

 

What if the guest asks to pay me on the spot?

If a guest asks to pay you in cash, you should respectfully decline. Our payment system is secure. Keeping all transactions through our system guarantees that you will be paid in full for every reservation that you complete.  It also helps ensure our cancellation policy so that you are protected from last minute cancellations and allows us to better assist you through customer support.

 

Costs, Fees, Taxes and Other Charges:

 

Cleaning Fees.

Cleaning fees may or may not be required by a host.

Hosts may require a cleaning fee to ensure their listing is nice and tidy after guests check out. Cleaning fees are automatically added to each guest's reservation total and are not returned to the guests at the end of the reservation. If, as a host, you do not want to include a cleaning fee, we recommend explaining in your house rules that you expect guests to keep the space clean. Cleaning fees are included during the upload process of a Join or may be added or removed in the “my joins” section of your dashboard.

 

Deposits:

Deposits may be charged, but are currently not processed through JoinaJoin. Please make sure to include the amount required on the description of the property and that your guest is aware of it before confirming a reservation. Deposits are collected from your guest upon checking in.

 

Taxes. How do I collect taxes for my reservations?

Your state may impose a tax or taxes on the rental of rooms or the related rental fees. We expect all our hosts to abide by their local laws, agreements, tax authorities, and any other applicable regulations. You are responsible for managing your taxes and regulatory obligations.  If you determine that you need to collect tax for renting in your city, please add the tax amount to the listing price. We also recommend that you be clear in your listing description and communicate with guests about the tax and how it is to be paid.

 

Please contact a tax professional or city compliance department for advice about your tax status and responsibilities.

 

 

Property Guest Booking Fee

JoinaJoin charges a Guest Property Booking Fee, calculated as a percentage of the total reservation cost, not including refundable security deposit, deposit insurance or owner-specified taxes.  The table below shows the booking fee percentage with the corresponding reservation amounts.

 

Total Amount of reservation                  Booking Fee Percentage

 

$0.00 - $250.00                                           10%

$251.00 - $500.00                                        9%

$500.01 - $600.00                                        8%

600.01 - $700.00                                           7%

$700.01 - $800.00                                        6%

$800.01 - $1,000.00                                                5%

$1000.01 and up                                          4%

 

 

Property Host Booking Fee

We charge a 3% fee of the total booking price to the host of the property.

 

Adventure Guest Booking Fee

When guests book an adventure, we charge them a 5% service fee added to the total amount at checkout.

 

Adventure Host Booking Fee

All experience hosts are charged a 15% commission for all completed bookings. The amount is automatically deducted from the pay out.

 

Issues and complaints:

 

What should I do if I am not happy with my guest’s behavior?

If you are not happy with your guest’s behavior and you cannot resolve the issue with them, please contact our customer support department and we will investigate the situation as soon as possible.

 

How do I file a complaint if I have encountered a problem?

If you have any complaints, please contact our customer support team explaining your reasons and we will respond to you as quickly as possible.

 

What should I do if I have a problem when my guest arrives and cannot resolve it in person?

Contact our customer support department as soon as possible and we will try to resolve your problem with you.

 

What should I do if I have a problem when arriving at my accommodation? Please contact our Customer Support and we will try to resolve your problem with you.

 

What should I do if I encounter problems with a host?

If you have a problem with a host and cannot resolve it personally, we advise you to contact Customer Support. If you feel it’s necessary to make a cancellation, it must be submitted via email to our customer support department.

 

 

Reviews and Recommendations:

 

How do I get reviews?

After a guest stays at your property, we send them an email encouraging them to leave a review.  It is entirely up to them. Only guests who have stayed in your property can add reviews.

 

Why should I leave a review?

Reviews are great ways of leaving your feedback and help future guests and hosts maximize their experiences.

 

How do reviews work?

Whether you are a guide, host or a guest, you will have an opportunity to leave reviews after your reservation is complete. Reviews are written by real users who have booked their reservations through the JoinaJoin community and would like to share their experience with others.  If you’re new to the site and don’t have any reviews yet, don’t worry, we’ll help you get started and very soon you’ll be seeing brand new reviews!

 

Reviews are also one of our safety features. They allow us to ensure the reliability of both hosts and travelers, providing a platform for users to vouch for each other and build a positive reputation within the JoinaJoin community.

 

How come some Joins don’t have any reviews?

Some listings may be brand new on JoinaJoin, or it’s possible previous guests have not left a review yet. Over time, listings gradually acquire reviews.

 

When do I review or get reviewed?

Within 24-hours of a completed reservation, you will receive an automated email from JoinaJoin asking you to leave a review of your guide or guest. Please do so! Simply click the link in the email or log in to JoinaJoin.com and click “Write a review” button in your dashboard.

 

If you are anxious to see your guests’ reviews, you may send a follow-up email to recap and urge them to leave reviews for you. Reviews help hosts get more bookings for their properties or joins.

 

What happens if I get a bad review?

Try to use it as a way of improving your service. At JoinaJoin we value reviews and keep them 100% authentic. Bad reviews included! One way to handle a bad review is to reach out to your guest and find out more about why they wrote the review and how you can improve your join for the next traveller.  If you need help with how to deal with a bad review, don't hesitate to contact Customer Service.

 

Can I get recommended by another Joiner?

Yes! We allow for Joiners who have lived an experience or lodging to review and/or recommend it. Through recommendations, Joiners can vouch for other Joiner tour guides or hosts. Once a Join takes place, both guests and hosts receive an email prompting the users to review and recommend each other. Reviews and recommendations are suggested and encouraged, however are completely optional.

 

Cancelling and Rescheduling:

 

What if my guests cancel the booking?

We have three different cancellation policies available for you to select. Each one has different implications for both you and your guests. Please visit our Cancellation Policies page for more information. Guests may only cancel a join via emailing customer support. Guests must receive a cancellation confirmation email in order for their cancellation to be honored. If you have cancelled a join and have not received a confirmation email, please contact customer support. The booking service fee is non-refundable for all cancellations made by guests.

 

What if I need to cancel a booking I’ve already confirmed?

If for any reason you are unable to honor a previously confirmed booking, please contact our customer support department and we will advice you further.

 

What if the host cancels?

If a host cancels a booking at any time, you will be refunded in full. Hosts or guides do not get paid until after the experience or reservation takes place. We take reliability very seriously. Although we understand that some emergency situations are inevitable, if a host displays a pattern of canceling or not showing up, they will be removed from the site.  Our customer support department will personally assist you in finding a replacement guide in the case of guide cancellations.

 

What if the host is late or does not show up?

You are only obligated to pay for the time and date you booked.  If a guide arrives more than 15-minutes late, or attempts to reschedule the start time or day of the experience within 24 hours prior to the time that it is scheduled to start, you may, but are not obligated, to accommodate the request, and must submit the change in writing to our Customer Service department for the new time/date to be honored.

 

If your host requests a reschedule and you do not wish to or are unable to reschedule it, you will be refunded in full.

 

Standard Cancellation Policy:

 

Weather Policy:

If you booked an experience that is weather dependent and the weather prevents the experience from happening on the scheduled date, the guide and traveler can choose to reschedule. If rescheduling is not possible, the guest will receive a full refund after emailing Customer support.

 

Trust and Safety:

 

How does JoinaJoin ensure trust and safety?

We use a secure payment system, authentic reviews, and social connections to help reinforce security in our marketplace. We also provide our users with the tools they need to flag hosts or other guests, contact hosts beforehand and we withhold payment to host until check in or completion of the experience.
We also personally verify the existence of locations and submit each listing whether property or adventure, to a rigorous confirmation process.

 

How can I protect myself as a host?

Make sure to screen the profiles and reviews of all your potential guests. Remember to read any reviews left by other hosts. If their profiles don’t have enough information, feel free to ask inquiring guests to complete their profiles before booking with you or answer any questions you might have.

 

How can I protect myself as a guest?

Make sure to screen the profiles and reviews of all the hosts you are considering. Remember to read any reviews left by other guests. If their profiles don’t have enough information, feel free to ask possible hosts to complete their profiles before booking with them or answer any questions you might have.  You an also search the site for hosts with a strong reputation. Make sure to keep all your communication within the JoinaJoin website. Use the messaging system to learn about your hosts and to clarify any questions about the price and amenities for the listing.

 

Do you offer traveller’s insurance?

JoinaJoin does not offer traveler’s insurance. However, traveler's insurance is an affordable option that can help keep you protected in case of injury or emergency during a trip. Some policies even cover lost baggage and travel delays. Check with your local insurance provider for options. Remember to contact the local police in case of an emergency or if you feel threatened in any way.

 

Why is it necessary to keep all communications and transactions on JoinaJoin?

It helps keep you safe. Vacation rentals have always been somewhat of a gamble. At JoinaJoin we use our review and communications systems to help ensure the safety of both guests and hosts. By keeping a complete record of communications and transactions, we can give better assistance through customer support. Our review system, which we keep 100% accurate, helps us guarantee we only list good quality properties and experiences. Our payment and cancellation policy ensures the safety of funds in the event of last minute cancellations.

 

How does JoinaJoin verify user information?

As a marketplace, we do not perform background checks on users, although we do reserve the right to do so within our discretion. However, we provide a number of features to build trust and safety on the site.

 

What scams should I watch out for?

Make sure to read reviews and note whether a host or guest has been flagged. Any requests to make or receive payments outside of the JoinaJoin system should be respectfully declined. All legitimate payments on JoinaJoin will take place within our website.

 

How does JoinaJoin help avoid fraudulent hosts?

We only pay your host 24 hours after you check in or have your experience; therefore any problems are addressed before the payment is actually transferred.

Profile pages, reviews and the flagging system also help identify fraudulent hosts which are promptly removed from our website.

 

If profiles don’t have enough information, feel free to ask possible guests or hosts to complete their profiles before booking with them or answer any questions you might have. 

 

Other Questions:

What is the Network Level?

What does the Success Rate mean?

How is the Success Rate Calculated?

 

I need more help.

If you have any other questions, feel free to contact Customer Support and they will be more than happy to help you.