About Gold-Guide
Reservation/Cancellation
About the Guide
Q.What is Gold-Guide?
Gold-Guide is a platform operated by West Japan Marketing Communications Inc. (JR-West Group) that connects foreign visitors to Japan with qualified guides.
Every guide registered on our platform is a National Government Licensed Guide Interpreter with exceptional guiding skills and a deep understanding of Japan. They are
passionate about sparking your interest and fueling your curiosity, ensuring your memories of Japan are unforgettable.
One of the most convenient features of the platform is that our guides themselves to manage their schedules. This user-friendly feature allows you to check in real-time
whether a guide is available for reservation, making booking guided tours much quicker and easier.
Our platform, Gold-Guide, is named to reflect the qualities we value in our guides: they are No.1 in their field, exceptional in their knowledge and skills, and, above all,
trustworthy.
For details of West Japan Marketing Communications Inc., please visit here:https://www.jcomm.co.jp/assets/pdf/common/corporate_profile_20230614.pdf.
Q.What is a National Government licensed Guide Interpreter?
The following is an excerpt about "National Government Licensed Guide Interpreter" as stated on the website of JNTO (Japan National Tourist Organization).
→https://www.mlit.go.jp/kankocho/en/shisaku/kokusai/tsuyaku.html
The National Government Licensed Guide Interpreters Act describes
National Government Licensed Guide Interpreters as "those who engage in the business of providing interpretation and guidance (accompanying foreigners and providing information related to travel) for a fee." After passing the national examination, they are registered as "National Government Licensed Guide Interpreters" with the respective prefectures.
As of April 1, 2023, the number of registered members had reached 27,277. The foreign languages covered in the National Government Licensed Guide Interpreters examination include English, French, Spanish, German, Chinese, Italian, Portuguese, Russian, Korean, and Thai. The examination is open to anyone regardless of age, gender, educational background, or nationality, and in 2023, 436 individuals passed it.
National Government Licensed Guide Interpreters possess excellent language skills and play a crucial role in introducing Japan by having a broad knowledge and understanding of the country's history, geography, culture, and more. Leaving a positive impression of Japan on foreign travelers is the first step towards a proper understanding of the country. This rewarding job contributes to international goodwill and is akin to being a "cultural diplomat."
Q.Contact information
Please inquire using the contact form below. https://www.gold-guide.com/contact
* For inquiries after booking a tour, please contact the guide directly via "Contact Guide"on "My Page".
Q.How do I log in to My Page?
Click "Login" in the header section of the TOP page to go to the "Customer Login" page; enter your ID and PW to log in to "My Page".
Q.I forgot my login ID/PW for My Page. What should I do to login?
"ID" is your email address at the time of registration.
"PW" is an optional password.
If you forget your ID/PW, click "Forgot Password?"below the "Login" button on the "Customer Login"page. A URL for changing the PW will be sent to your registered email
address. Please set a new PW from there.
Q.Contact information
Please inquire using the contact form below. https://www.gold-guide.com/contact
* For inquiries after booking a tour, please contact the guide directly via "Contact Guide"on "My Page".
Q.How to make a reservation
There are two ways to make a reservation on Gold-Guide:
1. Start by selecting a date from the TOP page.
2. Start by browsing through the list of guides to select one.
Regardless of the method chosen, after selecting a date, you will need to select a guide, choose a tour, enter reservation details, confirm the reservation, input payment information, and then the reservation will be completed.
Q.When will my reservation be confirmed?
After completing the reservation process, you will see a "Reservation Complete" screen indicating your reservation is confirmed. If, for any reason, the "Reservation Complete" screen does not appear, the reservation has likely not been confirmed. In such cases, please check your registered email address for a reservation completion notification that will be sent at the time of reservation completion. Additionally, you can view the reservation confirmation on "My Page" for further verification.
Q.Payment Method
Only payments made with a credit card are accepted.
*Please note that you will be required to provide your credit card information during the reservation process.
Q.When will the payment be made?
During the reservation process, you will be required to enter your credit card information. The system will automatically process the payment 14 days before the tour date. If you make a reservation within 14 days of the tour date, the reservation will be confirmed once the payment is completed.
*Please note that the reservation is considered complete once you finish the reservation process. Kindly check your registered email for a "Reservation Confirmation" email. You can also view the confirmation on "My Page".
Q.Is it possible to pay partially with a credit card and the remaining amount to the guide on the day of the tour?
The tour price is paid entirely through the platform using a credit card, which means that paying the guide in cash on the day of the tour is not possible. Any expenses incurred during the itinerary that are not included in the tour price may need to be paid by yourself or handed to the guide on the day.
Q.Is online payment on the Gold Guide platform safe?
The payment is processed using GMO Epsilon Inc.'s Fincode payment system. GMO Epsilon Inc. is one of Japan's leading payment service providers, ensuring data security through SSL encryption technology. Additionally, they comply with the international security standard PCI DSS, implement fraud prevention systems, and conduct thorough security measures such as 24/7 system monitoring.
Q.What does the tour price include?
The tour price includes admission fees to the scheduled destinations, public transportation costs, and guide fees within the reserved tour itinerary. Unless otherwise specified, it does not cover additional expenses. For more information, please refer to the details and notes on each tour page.
Q.Can the contract details be changed after payment?
For changes to the tour content, please consult the guide through "Contact Guide" on "My Page". We will make changes wherever possible, but please note that changes are not guaranteed.
Q.Is it possible to add more people to the reserved tour?
Please consult the guide directly through "Contact Guide" on "My Page" regarding whether the tour can accommodate additional people. We will make changes wherever possible, but please note that changes are not guaranteed. Adding more people will result in additional fees, and after modifiying the reservation details, the extra amount will be automatically charged to the credit card provided during the reservation process.
Q.What should I do if I have not confirmed hotels when booking?
Please complete the reservation by entering the accommodation area and other necessary details. Once the accommodation is confirmed, please provide the hotel information directly to the guide through "Contact Guide" on "My Page".
Q.Is it possible to change the displayed currency?
Please note that all prices are displayed in Japanese Yen only, and the currency display cannot be changed. We apologize for any inconvenience caused.
Q.Where can I find the reservation number?
The reservation number is a 16-digit number. You can find the details of the reserved tour and the reservation number under "Reservation" on "My Page". The reservation confirmation email will also include the reservation number under "Booking No."
Q.What is the process after payment?
After making the reservation, there is nothing special to do afterward; simply wait for the tour day. If you have any questions or things you would like to inform the guide about the tour, please contact the guide directly through "Contact Guide" on "My Page".
Q.Please tell me about the cancellation policy.
Please check the cancellation policy for each tour, as it is described separately.
Q.What should I do if I want to cancel the reservation?
Please open the relevant tour from "Reservation" on "My Page ," click "Cancel"in the reservation details, and proceed with the cancellation. After the cancellation, you will receive an email notification, so please confirm it. Please also check the cancellation fee in the reservation details, as cancellation fees may apply depending on the cancellation date.
Q.Until when can a cancellation be made?
Cancellations can be made until the day of the tour day. When you are sure about canceling, please proceed with the cancellation process on the platform. Please consult the guide first for cancellations due to force majeure or reasons beyond your control.
Q.Is it possible to transfer a reserved tour?
Generally, we do not accept transfers, but depending on the circumstances, it may be possible. Please consult the guide directly. We will make changes wherever possible, but note that changes are not guaranteed.
Q.Is it necessary to give a tip to the guide?
It is often said that there is no tipping custom in Japan. While it is true that tipping is not customary for taxi rides or meals at restaurants, there has been a tradition of tipping for exceptional services. Guides also appreciate receiving tips as a form of praise for the services provided. However, it is ultimately up to the customer's discretion, and tipping is not mandatory.
Q.What should I do if I still need to receive a reply from the guide?
In case of an emergency, if you don't receive a response by the end of the day, please contact our office through the inquiry form: → https://www.gold-guide.com/contact
Q.Can I choose the meeting place and the dismissal place?
The primary meeting/dismissal place is the hotel lobby where you are staying. If you would like to meet/dismiss at other locations, please consult the guide after making a reservation. However, if you wish to have a meeting/dismissal place that is completely different from the initially set tour location, we may be unable to accommodate your request.
Q.Where can I find the supported languages?
Please check "Language Supported" on each guide's detailed page.
Q.Is there a way to contact the guide directly?
After making a reservation, you can message the guide through "Contact Guide" on "My Page". However, please note that guides do not respond to inquiries before a reservation is made, so if you have any questions, please contact our office: https://www.gold-guide.com/contact
Q.Is there a way to find information about the guide and confirm their language level?
All guides registered with Gold-Guide are National Government Licensed Guide Interpreters. They have the necessary language level for providing tour guiding services. Please check each guide's page in "Meet the Guides" for details about their areas of expertise.
Q.Do you conduct screenings for guides?
Yes. Gold-Guide office conducts selection interviews using specific criteria.