Frequently Asked Questions

What is GuruGuru Guide?

GuruGuru Guide is a Japanese, local guide matching service.
We’re here to inspire unique and quirky encounters between travellers and locals.
GuruGuru Guides are themselves all travellers.
We’re a curious (and sometimes kooky) bunch of people.
We have designers, artists, pro skier, pro photographers, hikers, foodies, yogis, dancers, train-enthusiasts, musicians, writers, anime geeks, hikers, beer drinkers and a whole lot more. No two guides will be the same because no two travellers are the same.

What does “GuruGuru” mean?

Taking it’s playful Japanese name from the word guru guru means to spin, exchange or roam around. All of our guides curate their own local tours.

Why GuruGuru Guide?

Choose your own guide
You can choose from the wide range of our unique GuruGuru Guides. Handpick the ones that you wish to meet.

Exclusively for you
No more surprises! There will be just you and your chosen guide. Enjoy your Private Tour!!

Customize your way
Personalised tours just for you. Let your guide know your wishes and give a personal touch to your tour.

General

Do you provide private plans?

All our plans are 100% private, there will be just you and your chosen guide.

Do you provide customized plans?

Yes, if you would like to customize your plan, let your guide know your wishes and give a personal touch to your plan or contact us at : support@guruguruguide.com

How can I book a plan?

There are three steps to book a plan.

  • Sign up for GuruGuru Guide

    The more information you give, the higher will be the chances of being chosen as a traveller.

  • Choose your guide & plan

    If you can’t decide about the guide or the plan, please contact us at : support@guruguruguide.com and we would love to suggest the best idea for you as per your preferences. Also, you can request a specific plan or customized plan from your favorite guide through chat.

  • Complete your booking

    Ready to book? Click “Pick Your Local”, check your favorite guide’s availability, choose your preferred date & time and complete your booking! If you can’t find any preferred date or time, please contact your guide through chat or email us at support@guruguruguide.com

How can I know the availability of a plan?

Click a button “Pick Your Local” on the plan page and you can check the availability.

How far in advance can I book a plan?

Bookings can be made 2 months prior to the plan date.

Are the prices shown on the website per person?

The prices are based on the number of persons.

What will be the charges for kids?

Our plans’ prices are all for adults.

Are kids allowed to join the plan?

It depends on the plan. Please check “Points to consider” on the plan page.

When does a plan start?

It depends on the guide and the plan. Please check the guide’s availability when you choose your preferred date & time on the “Pick Your Local” page.

Where is the meeting point?

Please look for “Meeting place for this plan” on the bottom of the plan page.

Can I add more people to my booking?

Please feel free to invite more people for free online plans. Other than that, please rebook the plan after you cancel the original one.

I am travelling alone. Can I join any plan?

It depends on the plan. Please check the total number of participants from ”Basic Information” on the plan page.

We are a big group (over 7 people). Can we book a plan?

These two plans are available for 7 to 15 people.
Exploring around Mt. Akagi & Kiryu - 2 Days
Tallship adventure sail around historic peninsula in Numazu
If you would like to have another plan, please book Japan Customized Plan by unique GuruGuru Guide! or contact us at support@guruguruguide.com

Do you offer a plan in other languages than English?

We have Cantonese, Mandarin, Korean, French, Spanish, Portuguese, Italian German, Swedish, Thai speaking guides. You can check the spoken language on each guide’s profile page or please contact us at support@guruguruguide.com and we will suggest the best guide for you.

Are plans available in Japanese language?

Yes, all our guides speak Japanese so you can communicate with your guide in Japanese if you wish to.

How can I leave a review?

Please leave a review from the link written on the email that you will receive after joining the plan or Reservation List on the website post sign-in.

Do you provide JR Pass?

We don't provide JR pass. However, you can get the information from the below link. https://japanrailpass.net/en/

Plan Related Queries

Online plan

  • What kind of online plans do you have?

    We have online plans about unique Japanese culture, Japanese local life and Japanese traditional crafts (Local Craft Market) .

  • How long is the tour?

    Free online plans take 30 minutes and Local Craft Market takes about an hour.

  • Are the time & date shown on the website in Japan Time?

    Yes, we follow Japan Standard Time. Please also make sure of the time at your location before booking.

  • Which apps can I use to attend the online tour?

    It depends on the guide. The online tool will be announced through chat in advance. Usually, it can be Zoom, Hangout or Whereby.
    Please let the guide know if you would like to use any specific tool.

Mt. Akagi & Kiryu

  • Where are Mt. Akagi & Kiryu?

    It is located in Gunma prefecture, the north of Tokyo. It takes about 2 hours by train from Tokyo.

  • Can you pick me up in Tokyo?

    Please contact your guide and you can mutually decide the exact meeting point in Tokyo.

  • Can you suggest restaurants for Hindu Vegetarian, Muslim Vegetarian, Halal Meat, etc in Kiryu?

    We can suggest vegetarian and vegan restaurant close to Kiryu Station.

  • Can I customize Kiryu tour in advance?

    Yes, your guide will suggest you some options and you can discuss about the details through chat in advance.

Local Foodie Tour in JAPAN

  • How can I request my preferences or location?

    Please contact the guide through chat. Click “Pick Your Local” on the plan page, choose the guide and there is a button “Contact this guide!” on the bottom of the page.

  • Is this plan available all over Japan?

    Yes, our guides are not only based in Tokyo but also in Kyoto, Osaka, Hokkaido and many other cities as well. You can check the exact available locations on the plan page.

Bar-hopping

  • What is the minimum age allowed to join this plan?

    All ages are welcome! (NOTE: Drinking under the age of 20 is prohibited in Japan)

  • Do I have to pay an extra fee if I order more dishes or drinks ?

    3 dishes + 4 drinks or 4 dishes + 3 drinks are included. If you wish to order more than that, you would have to pay at the bar.

  • I don't drink alcohol. Do I have other options?

    Most of Japanese style bars have soft drink menus. Please ask your guide for more details through chat in advance.

Cafe-hopping

  • Is food included in the price of the plan?

    2 drinks are included. Please pay for your food at the cafe.

  • Can I order more than 2 drinks?

    Yes, you can. However, if you order more than 2 drinks, you will have to pay for it at the cafe.

Travel concierge

  • Can I contact the guide in advance?

    Yes, please send a chat message through the website after log-in.

  • Do you also offer this plan online?

    Some of our guides offer the online travel concierge experience. Please check the FlowChart on Explore Local Roots of Japan while munching at home for more details.

Enjoy hiking and feel great nature around Tokyo!

  • Can I bring kids to the hiking plan around Tokyo?

    It depends on the hiking spots. Please confirm with your guide through chat in advance.

  • Is the lunch included in the price of the plan?

    The lunch is not included. Please confirm with your guide if you require to bring your lunch.

  • What time does this plan start?

    It depends on the guide. Please check the guides’ availability when you choose a guide on the “Pick Your Local” page.

Hiking and OMOTENASHI BBQ in hidden area of Kyoto

  • Can you pick me up from the center of Kyoto city?

    You can discuss with your guide. Please contact your guide through chat in advance.

  • What time does this plan start?

    It depends on the guide. Please check the guide’s available time when you choose your preferred date & time on the “Pick Your Local” page. If you would like to request the exact time, please contact your guide through chat in advance.

Tallship adventure sail around historic peninsula in Numazu

  • Should I bring some medicines for seasickness?

    If you get sea sickness easily, it is better to take some medicines before boarding the ship.

Explore fortress ruins of SARUSHIMA island

  • How can I get to the meeting point from Tokyo?

    If you depart from Tokyo station, you will take JR Tokaido Line or JR Yamanote Line to Shinagawa station and transfer to Keikyu Line to Yokosuka Chuo station.

  • What kind of BBQ menu do you have?

    It would be seafood BBQ. If you would like to have curry etc instead of BBQ, we can help you with the restaurants.

Japanese Harp "KOTO" Workshop

  • Can I bring kids?

    Sure, kids also can join this plan.

  • Do I have to bring anything?

    You don’t have to bring anything. However, before the workshop keep in mind to clip the nails of your right hand. Especially the thumb's, the index finger's and the middle finger's.

Dive into contemporary art in Tokyo with the local artist!

  • How can I know the details of this plan?

    You can discuss about the details with your guide through chat in advance.

MOBILE SENTO(Public foot bath)in SHIBUYA, Tokyo!

  • What time does this plan start?

    It depends on the guide’s schedule. Please check the guide’s available time when you choose your preferred date & time on the “Pick Your Local” page.

Drive around the beautiful nature spot in Hokkaido

  • Can I request any spots in advance?

    Yes, please contact your guide through chat.

  • Do you have vegetarian/vegan options for lunch?

    Please ask your guide through chat before booking and they will suggest the best lunch places for you!

Best of Asakusa Walking & Photo Tour

  • Can I choose a professional photographer?

    Yes we have professional photographer guides. If they are not available on this plan, please contact us at : support@guruguruguide.com

  • How can I request my preferences in advance?

    Please contact your guide through chat.

Our Guide

What kind of guide do you have?

We have designers, artists, pro skier, pro photographers, hikers, foodies, yogis, dancers, train-enthusiasts, musicians, writers, anime geeks, hikers, beer drinkers and a whole lot more.

How can I choose a guide?

You can choose a guide from All Guides or choose a plan first and go to the “Pick Your Local” page.

How can I know more information about the guide?

Please check All Guides or go to “Pick Your Local” page after choosing a plan.

Can I call the guide?

Usually, we recommend you to contact the guide through chat on GuruGuru Guide website. However, you can get in touch with them if they share their contact details with you post booking confirmation.

Can I contact the guide via apps such as LINE or WhatsApp?

Usually, we recommend you to contact the guide through chat on GuruGuru Guide website. However, you can use those apps if the guide agrees after the booking confirmation.

How can I identify the guide at the meeting point?

They have GuruGuru Guide original tin badge with green spiral pattern.

How can I know that the guide is competent?

You can check the reviews in the bottom of each guide’s profile page and plan page.

My account

How do I create my account?

Please Sign Up from here. After that, please check your email to confirm by clicking on the link to complete your profile.

How do I edit my profile details?

By smartphone:Please go to the menu, choose “My Page”, click “︙” on the right side of your name and choose “Edit profile” .

By PC:Please click your icon on the top of the homepage and click the blue button “Edit profile” .

Do I have to register my passport?

Yes, please upload the picture of your passport.

Do I have to answer all of the questions on my profile?

It is up to you but the more information you give, the higher likelihood of being chosen as a traveller.

How do I change my email address?

Please create a new account with another email address.

How do I recover my password?

Please click here, put your email address, and you will receive a reset password link via email.

My Booking

I have booked the wrong date or time.

Please cancel the booking and make a new booking.

How do I know if my booking was confirmed?

You will receive a booking confirmation email.

How can I check my booking?

You can check it on the Reservation List after sign in.

How long does it take to receive a confirmation?

Usually, it takes around 24 hours. If you don’t receive a confirmation email within 24 hours, please check your spam folder. If you still can’t find the email, please contact us at support@guruguruguide.com and give us your name, plan name and the date & time you made the reservation for.

I didn’t receive my booking confirmation email.

Please check your spam folder for in case. If you still can’t find the email, please contact us at support@guruguruguide.com and give us your name, plan name and the date & time you made the reservation for.

Where do I find my booking details?

Your booking details are written on your confirmation email. You also can check it on the Reservation List. About the exact meeting point, please discuss with your guide through chat in advance.

How can I reschedule my booking?

Please cancel your booking first and make a new booking. If you would like to have the same guide, please contact your guide through chat if he/she can reschedule the date & time.

Payment & Cancellations

How do I pay for my booking?

You can pay by credit card such as VISA, Mastercard and American Express.

Can I pay in any currency?

Payment is always done in Japanese Yen and therefore the Japanese Yen price is always shown during payment.

Can I pay the guide in cash on that day?

You need to pay the plan fee by credit card when you book online. If you pay for something not included in a plan fee, please pay it on that day.

What can I do if my credit card doesn't work?

Please double check if you put the right information or try different types of credit card. In case it still doesn’t work, please contact your credit card company or bank for more information.

My payment did not go through, what can I do?

It can happen in the following reasons :

  1. The Credit card has expired.
  2. The daily purchase or withdrawal limit set by your credit card company or bank was exceeded.
  3. Credit card doesn’t have available funds to make the payment.
  4. The system suspects the payment has been made fraudulently.

In case the payment didn't go through after a second try, please contact your credit card company or bank for more information.

I think I have paid but I didn't receive any confirmation email.

Probably the payment didn’t go through so please check the Reservation List. Another possibility is your email address was incorrect. In this case, please contact us at support@guruguruguide.com

I have a problem using my coupon.

Please double check if the coupon code is correct and that coupon can be used for the plan. If you still can’t solve the problem, please contact us at support@guruguruguide.com and explain to us your situation.

What is the cancellation policy?

If you cancel 14 days or more prior to the plan, you will be full refunded excluding 5% transaction fee. If you cancel less than 14 days prior to the plan, you will not be refunded.
You will be fully refunded when the guide or GuruGuru Guide administrative office canceled your confirmed booking.
If you feel uneasy or suspected to be infected due to the spread of the Novel Coronavirus (n-Covid19), you can cancel it for no charge. Please notify us on support@guruguruguide.com

When can I get a full refund?

When the guide or GuruGuru Guide administrative office canceled your confirmed booking. When you cancel 14 days or more prior to the plan, you will be full refunded excluding 5% transaction fee.

Trouble

I cannot find the guide at the meeting point.

Please double check the meeting point on the confirmation email or chat history. If you are at the right place but still can’t find your guide, please contact your guide through chat and contact us at support@guruguruguide.com as soon as possible.

My guide doesn’t reply to my chat message.

If your guide doesn’t reply for more than 48 hours, please contact us at support@guruguruguide.com

If I am late, can I still join the plan? If not, can I reschedule or get a refund?

If you are on your way but you are going to be late, please contact your guide through chat as soon as possible. Please note that you can’t get a refund in this situation and you need to rebook the plan.

Safety

Coronavirus measures for guests

Coronavirus measures for guests

  1. Try to wash our hands frequently and always carry sanitizer or sanitizing wipes.
  2. Let the guides wear a mask during the plan
  3. Dish out the food on small plates in a restaurant
  4. Keep suitable social distance (e.g. sitting at the counter seats, talking side by side)
  5. Avoid going to crowded places as much as possible

For more travel & safety tips in Japan, please visit the link below.

<JNTO official website>
https://www.japan.travel/en/coronavirus/

More help?

Please contact us at support@guruguruguide.com