5.2 How to respond to enquiries

You can view all your incoming requests in your partner dashboard under Results.

Here you can see each user's details and message, and any prior communication with the Horizon Guides team.

You can respond from within our messaging system, or you can retrieve their email and/or phone number to contact them directly.

The best responses treat an enquiry as the start of a conversation, not simply a sales opportunity.

Travellers come to Horizon Guides because they value independent expertise and want to speak with real specialists. Often they are still exploring their plans and looking for guidance as much as a specific itinerary.

Your first response should acknowledge the enquiry, answer any initial questions, and help clarify what the traveller is looking for. Taking the time to understand their plans before proposing a trip usually leads to better conversations and stronger bookings.

You’re welcome to use AI tools to polish your responses, especially if you’re translating into English. However, copy-and-paste AI responses are not appropriate. Travellers want to hear your personal advice and recommendations as the expert.

Your best interactions with travellers may also be anonymised and published on your public profile or within Horizon Guides content. The more useful contributions you make, the more visible your expertise becomes across the platform.

Best practice for successful responses

Reply promptly

Travellers are usually still in the planning phase when they enquire. A quick response, ideally the same day, helps keep the momentum of the conversation.

Send a short acknowledgement first

Reply initially through the Horizon Guides messaging system to acknowledge the enquiry, answer any immediate questions, and introduce yourself.

Avoid links in your first message

Some email services treat messages with external links as spam when they come from another domain. A short acknowledgement first helps avoid this and lets the traveller know to expect an email from you.

Send a longer message from your own email

Once you’ve clarified the request, you can follow up from your own email with links to itineraries, reviews, attachments, or other useful information.

Ask questions before proposing an itinerary

Many travellers are still exploring options. Take time to understand what they are looking for before suggesting specific tours.

Help first, sell later

Honest advice and thoughtful suggestions build trust and lead to better conversations.

Offer a call if it helps

Travellers value speaking with real specialists. A short WhatsApp or Zoom conversation can quickly clarify plans and move things forward.