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Deep Dive: Late Guests & No-Show Situations

Guests are on holiday. They may be navigating a new city, adjusting to a different pace, or simply enjoying their time without strict schedules. Delays can happen — and sometimes, they are part of the experience.

As a guide, you approach these situations with understanding and flexibility. We do not stress guests to be perfectly punctual, nor do we assume negative intent when they are late.

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At the same time, each Assignment has a defined start and end time. A late arrival does not automatically extend the tour. Any extension remains at the Guide’s discretion, depending on availability and the overall situation.

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This balance is essential:

  • welcoming and accommodating guests

  • while respecting your own time, energy, and commitments

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This Deep Dive offers a practical framework to help you navigate late arrivals and no-show situations with clarity, professionalism, and ease

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1. First step: Check and assess

Before assuming a no-show:

  • Confirm you are at the correct meeting point (entrance, landmark, side of street)

  • Double-check timing (AM/PM, time zone, daylight saving)

  • Consider simple misunderstandings

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Many issues are logistical, not intentional.

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2. Make structured contact attempts

If guests are not present at the scheduled start time:

  • Call the provided number

  • Send a message (SMS or WhatsApp)

  • If applicable, ask the hotel reception to contact the room

  • Use any additional contact provided (assistant, travel agent)

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Keep your tone calm and helpful:

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“Dear [Name], this is your guide [Your Name]. I am at [exact location]. Just checking if you are on your way — happy to assist if needed.”

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3. State your location clearly

Always make it easy to find you:

  • State your exact location (send live location via WhatsApp if applicable)

  • Mention a visible landmark

  • Indicate how long you will wait

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Example:

“I am waiting by the main entrance under the clock and will remain here until 10:30.”

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4. Stay present and inform the Agency

During the waiting period:

  • Remain reachable and monitor your phone

  • Stay at the agreed meeting point

  • Inform The Agency if the guest appears late or unreachable

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5. Standard waiting approach

As a general guideline:

  • Wait at least 30 minutes after the scheduled start time or more at your discretion

  • Use this time for contact attempts and coordination

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This balances courtesy with respect for your own schedule.

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6. If the guest arrives late

  • Welcome them warmly — avoid showing frustration

  • Continue the tour within the originally scheduled timeframe

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You may say: “I’m so glad you made it. We’ll make the most of our time together.” The duration is not automatically extended.

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7. If guests request the full duration

If guests ask to extend the tour:

  • Assess your availability first

  • Extensions are optional and based on your schedule

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If possible: “I’d be happy to extend if my schedule allows. Let me quickly check what is possible.”

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If not possible: “I’d love to give you more time, but I have another commitment. Let’s make the most of what we have.”

 

Additional time may involve extra fees (see Annex A).

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8. If the guest does not appear (No-Show)

If:

  • The guest has not arrived after the waiting period (min. 30 minutes)

  • and cannot be reached

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The Assignment may be considered a no-show.

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Before leaving:

  • Send a final message: “I’ve been waiting at [location] and tried reaching you. As I have not been able to connect, I will leave in a couple of minutes.”

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  • Inform The Agency

  • Make a brief note of:

    • arrival time

    • contact attempts

    • departure time

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9. If the guest arrives after the waiting period

  • Continue the tour for the remaining scheduled time

  • You are not required to extend or reschedule

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10. Guiding mindset

These situations can be frustrating for both sides, but:

  • Stay calm and professional

  • Avoid blame or visible irritation

  • Assume good intent (traffic, confusion, stress)

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Guests often remember how you handled the situation more than the delay itself.

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11. Balancing key principles

  • Respect for the guest

  • Respect for your own time

  • Professional clarity

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Handled well, even a difficult start can become a positive experience.

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☞  Handbook​​​

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