What should I do if a guest breaks something?

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[About Guests]
TOMODACHI GUIDE is applying travel insurance to guests as many as the determined number of guests when guests make a settlement. However, depending on the content of the damages of portable article storage, insurance is not applicable.
First, record it as the picture in a broken state as soon as possible. Please be careful not to discard the broken parts. Photos and broken parts are required when travel insurance is applied later. Inform the Customer Support by the guide that the guest has been injured or encountered an accident. However, please contact the Customer Support if guides have not contacted CS yet or can not contact CS.
In case of accident or injury, it will be necessary to prepare a report. The report includes the name and contact information of the guide in charge, the name of the guest and the name of the guest with Japanese characters, the contact information of the guest in Japan (Name of accommodation, address, telephone number), the email address, the planned return date and flight information, the contact information of the guest in guests' country (Country / address / telephone number), when accident or injury occurred, where it occurred (details of the accident site), who occurred (name of the other person, telephone number of the other person, Address), what happened and these information are necessary. Please let the guides know these information. When guides ask guests these kind of questions, please answer them honestly.
After submitting the report from TOMODACHI GUIDE, contacts will be sent from Customer Support to both guides and guests. In principle, primary responses about whether or not travel insurance is applied will be informed to both the guide and guests from Customer Support within 1 to 3 days. The insurance company will directly contact guests after TOMODACHI GUIDE submits a report. Please send photos and broken parts directly to the insurance company. For further details, the insurance company will contact you afterwards and provide you with more information. Also, even after the guests return to their home country, it is still possible to contact the insurance company if you wish.

[About Guides]
Currently, there is no application of travel insurance for guides, so guides need to handle theft and about the dameges of portable article storage during traveling with your own insurance.
Regarding guests, if the dameges of portable article storage occurs, please let guests take record it as the picture in a broken state as soon as possible. Then please contact TOMODACHI GUIDE. For contact information please refer to the following. Please be sure to inform guests that they do not discard the broken parts. In case of the dameges of portable article storage, it will be necessary to prepare a report. The report includes the name and contact information of the guide in charge, the name of the guest and the name of the guest with Japanese characters, the contact information of the guest in Japan (Name of accommodation, address, telephone number), the email address, the planned return date and flight information, the contact information of the guest in guests' country (Country / address / telephone number), when accident or injury occurred, where it occurred (details of the accident site), who occurred (name of the other person, telephone number of the other person, Address), what happened are necessary. Please let guides know these information. When guides ask guests these kind of questions, please answer honestly.
After submitting the report from TOMODACHI GUIDE, contacts will be sent from Customer Support to both guides and guests. In principle, primary responses about whether or not travel insurance is applied will be informed to both the guide and guests from Customer Support within 1 to 3 days. The insurance company will directly contact the guests after TOMODACHI GUIDE submits a report. Please send photos and broken parts directly to the insurance company. For further details, the insurance company will contact you afterwards and provide you with more information.

If you have any questions about accident, injury or theft, please contact "guest_support@m.huber.co.jp". Also, as an emergency call on the day of your trip, emergency contact information of Customer Support will be posted after the trip is confirmed. For guides, check from "Your bookings" and for guests, check from "Your trips". Please contact us.

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