Help Center & FAQ - Hidden Gems Malta (Corrected Version) Welcome to our Help Center! Find answers to the most common questions about booking and experiencing authentic Malta adventures.

🎯 For Customers Booking & Reservations How do I book an experience? Booking is simple! Browse our experiences, select your preferred date and group size, then click “Book Now.” You’ll need to provide your contact details and payment information. Remember, this creates a booking request - the experience provider has up to 6 days to confirm availability (or until 1 day after your experience date, whichever comes first).

Is my booking confirmed immediately? No, most bookings require confirmation from the experience provider. After you submit your request and payment, the provider has up to 6 days to accept or decline (or until 1 day after your experience date, whichever comes first). You’ll receive an email notification either way. Some experiences offer “Instant Booking” where confirmation is immediate.

What happens if the provider doesn’t respond to my booking request? If a provider doesn’t respond within the specified timeframe (up to 6 days, or 1 day after your experience date), your booking request automatically expires and the charge on your card is cancelled. Since the payment was never actually captured, you won’t see a charge on your statement.

How will I receive confirmation details? Once your booking is confirmed, you’ll receive an email with all the details. The experience provider will also contact you directly with specific meeting points, what to bring, and any last-minute instructions.

Can I modify my booking after confirmation? Changes depend on the specific provider’s policies. Contact the experience provider directly first, as they handle all modifications. If you need help reaching them, contact our support team.

What payment methods do you accept? We accept all major credit cards (Visa, Mastercard, American Express) and other payment methods available through our secure Stripe payment system. All transactions are processed securely and we don’t store your payment information.

Cancellations & Refunds Can I cancel my booking? Yes, but refund eligibility depends on the specific experience provider’s cancellation policy, which is clearly displayed on each listing. Common policies include:

•	Free cancellation up to 24-72 hours before the experience
•	Partial refunds for cancellations within certain timeframes
•	No refunds for last-minute cancellations or no-shows

How do I cancel my booking? Contact the experience provider directly first, as they make the final decision on cancellations. If approved, we’ll process your refund within 3-5 business days. You can also contact our support team for assistance.

What if the weather is bad? Weather policies vary by experience and provider. Outdoor activities typically offer rescheduling or full refunds for severe weather. The experience provider will contact you if weather conditions make the experience unsafe or unenjoyable.

What if the provider cancels my experience? If a provider cancels your confirmed booking, you’ll receive a full refund within 1-3 business days. We’ll also help you find alternative experiences if desired.

How long do refunds take? Approved refunds are processed within 3-5 business days. However, it may take an additional 5-10 business days for the refund to appear on your credit card statement, depending on your bank.

During Your Experience What if I’m running late? Contact the experience provider immediately using the phone number provided in your confirmation email. Most providers will wait 15-30 minutes, but policies vary. Late arrivals may result in shortened experiences or no-shows.

What should I bring? Each experience listing includes a “What to Bring” section. Common items include comfortable shoes, sun protection, camera, and valid ID. The provider will also send specific instructions after booking confirmation.

What if I have dietary restrictions or special needs? Mention any dietary restrictions, allergies, or accessibility needs when booking. The experience provider will confirm if they can accommodate your requirements. It’s better to ask before booking than assume accommodations are available.

What if something goes wrong during the experience? Contact the experience provider immediately if there are safety concerns or significant issues. For non-urgent matters, you can leave feedback in your post-experience review or contact our support team.

Reviews & Feedback How do I leave a review? You’ll receive an email invitation to review your experience within 24 hours of completion. Reviews help other travelers and improve our platform. You have up to 7 days to submit your review.

Can I change my review after submitting it? Reviews cannot be edited once submitted, but you can add a follow-up comment if needed. We may remove reviews that violate our guidelines (fake reviews, inappropriate language, etc.).

What if I had a bad experience? We’re sorry to hear that! Please contact our support team immediately so we can investigate and help resolve the issue. We take all feedback seriously and work with providers to maintain high standards.

Safety & Insurance Are the experiences safe? All our experience providers must maintain public liability insurance of at least €250,000 and hold appropriate licenses from the Malta Tourism Authority. However, adventure activities always carry some risk - please follow all safety instructions provided.

What insurance coverage is provided? Experience providers carry their own insurance for their activities. We recommend checking with your travel insurance provider about coverage for adventure activities during your trip.

Who is responsible if something goes wrong? The experience provider is fully responsible for the safety and execution of their experiences. Hidden Gems Malta acts only as a booking platform connecting you with independent providers.

🏢 For Experience Providers Getting Started How do I become a partner? Visit our “Become a Partner” page and complete the application form. We’ll review your submission and contact you within 5-7 business days. You’ll need valid MTA licenses, insurance certificates, and business registration documents.

What are the requirements to join? You must have:

•	Valid Malta Tourism Authority license for your activities
•	Public liability insurance (minimum €250,000)
•	Registered business in Malta or EU
•	At least 1 year of experience in tourism/hospitality
•	Ability to communicate effectively in English

How long does the approval process take? Typically 1-2 weeks from receiving all required documents. We verify all licenses and insurance certificates before approval. You’ll be notified by email once your application is processed.

Is there a cost to join? No, there are no upfront fees to join Hidden Gems Malta. We only earn when you earn through our commission structure.

Managing Your Listings How do I create my experience listing? After approval, you’ll receive access to our partner dashboard where you can create listings, upload photos, set prices, and manage availability. We provide guidance and best practices for creating attractive listings.

Can I update my prices and availability? Yes, you can update prices and availability anytime through your dashboard. We recommend keeping your calendar current to avoid booking conflicts.

How many photos should I include? We recommend at least 5 high-quality photos that accurately represent your experience. Good photos significantly increase booking rates. Avoid using stock photos or misleading images.

Can I offer discounts or special pricing? Yes, you can set seasonal pricing, group discounts, and special offers. Contact our partner support team for help setting up promotional pricing.

Bookings & Communication How do I receive booking requests? You’ll receive email and SMS notifications (if enabled) for new booking requests. You have up to 6 days to accept or decline each request through your dashboard (or until 1 day after the experience date, whichever comes first).

What if I need to decline a booking? Simply decline through your dashboard and provide a brief reason. The customer’s card charge is automatically cancelled (since payment wasn’t captured yet). Try to respond quickly to maintain good customer service.

How do I communicate with customers? After accepting a booking, contact customers directly using the information provided. Share meeting points, what to bring, and any special instructions. You can also use our platform messaging system.

What if a customer doesn’t show up? Document the no-show with photos/timestamps if possible. No-show customers are not entitled to refunds according to standard policies. Contact our support team if you have questions.

Payments & Commissions How much commission do you charge? Our commission rates vary by experience type and volume. Specific rates are discussed during the application process and clearly stated in your partner agreement.

When do I receive payments? Payments are transferred when transactions are marked as completed. This happens automatically 48 hours after your experience ends, or can be done manually by the marketplace operator. We transfer payments monthly to your designated bank account.

What if a customer requests a refund? You decide whether to approve refunds based on your stated cancellation policy and the specific circumstances. We’ll process approved refunds and adjust your next payment accordingly.

Do you handle taxes and VAT? No, you’re responsible for all tax obligations as an independent business. We provide transaction reports to help with your accounting, but consult your accountant for tax advice.

Policies & Standards What are your quality standards? We expect professional service, safety compliance, and accurate listing descriptions. Maintain an average rating above 4.0 stars and respond to booking requests promptly (ideally within 24 hours, though you have up to 6 days).

What happens if I receive poor reviews? We’ll work with you to understand and address any issues. Consistently poor performance may result in listing suspension or partnership termination.

Can I cancel confirmed bookings? Only in exceptional circumstances (severe weather, safety concerns, emergencies). Frequent cancellations damage customer trust and may result in account suspension.

What if I need to update my insurance or licenses? Notify us immediately of any changes to your insurance or licensing status. Expired documents will result in temporary listing suspension until renewed.

📞 Contact & Support How to Reach Us General Inquiries:

•	Email: contact@hiddengemsmalta.com
•	Phone: +356 99766306
•	Response time: Within 24 hours

Urgent Booking Issues:

•	Same-day experience problems: Call +356 99766306
•	Emergency situations: Contact local emergency services first (112)

Partner Support:

•	Email: partners@hiddengemsmalta.com
•	Response time: Within 24 hours on business days

Business Hours • Monday - Friday: 9:00 AM - 6:00 PM (Malta time) • Saturday: 10:00 AM - 4:00 PM (Malta time) • Sunday: Emergency support only

Office Location Hidden Gems MaltaTriq il-Flotta 130Gzira GZR1074, Malta

🔍 Still Need Help? If you can’t find the answer to your question here, please don’t hesitate to contact us. We’re here to help make your Malta experience unforgettable!

For Customers: Email contact@hiddengemsmalta.com or call +356 99766306

For Partners: Email partners@hiddengemsmalta.com

Last updated: October 11, 2025

Remember: Hidden Gems Malta is a marketplace platform connecting customers with independent experience providers. Each provider operates their own business and is responsible for the delivery, safety, and quality of their experiences.