The Complete Contact List for TrovaTrip Hosts

A cheat sheet for who to reach out to and how during every stage of your trip

Let’s face it: group trips are complicated. Travel that feels effortless requires a lot of planning and, at some point in the process, every TrovaTrip Host needs to ask someone for answers or assistance. But who? And when? And how?

Introducing: TrovaTrip’s Host Helper. This comprehensive directory is your one-stop shop for any and all contact information you’ll need throughout the group travel planning process. Whether you’re wondering about pre-trip deadlines or have an urgent issue with your Guide, this resource provides the definitive list of who handles what and how to reach them.

Account Executive

• Working Hours – 8:30am - 5:30pm PST, Monday - Friday
• Here to Help With – The survey process, choosing an itinerary, launching a trip, promoting a trip until confirmation
• Contact Info – Email, text, or call your AE at the address/number they provide

Account Manager

• Working Hours – 8:30am - 5:30pm PST, Monday - Friday
• Here to Help With – Preparing Hosts for upcoming trips, launching renewal trips, strategizing promotion plans, identifying Hosts’ long-term goals, continually building Hosts’ group travel business
• Contact Info – Email, text, or call your AM at the address/number they provide

Host Support

• Working Hours – 9am - 5pm PST, Monday - Friday
• Here to Help With – TrovaTrip itinerary questions (logistics, accommodations, events, activity specifics/requirements, flights), adjusting trip requests (adding or removing activities/nights/companions), general travel concerns (safety, destination specifics, visa requirements, insurance), and portal issues (login problems, trouble confirming Travelers, page errors)
  • Please note: Host Support is available only for Hosts with a confirmed trip, until they are introduced to a Trip Coordinator at ~55 days out from trip start
• Contact Info – Email hostsupport@trovatrip.com or use the chat feature on your account
  • We respond within 1 business day, however, it may take longer to resolve issues as most Operators who we will be communicating with are located in different time zones

Trip Coordinator

• Working Hours – 9am - 5pm PST, Monday - Friday
• Introduction Date – 55 days before the start of your trip
• Here To Help With – Issues with Telegram, individuals breaking community guidelines, taking reports on sensitive issues, problems/concerns with your Guide, difficulty contacting the Operator, trip logistics, activity questions, airport transfers, pre/post trip services, hosting advice
• Contact Info – experience@trovatrip.com or text/call your TC at the number they have provided
  • Even if emailing your TC on their individual account, please continue CC’ing experience@trovatrip.com. This ensures that even if your TC is temporarily unavailable for any reason, the rest of the team can still step in and help.

Local Guide

• Working Hours – Start of each trip day’s first inclusion – end of each trip day’s last inclusion, breaks during free time and meals, off-duty in the evenings
• Here to Help With – On-trip logistics, ticketing/reservations, translating, transportation, wrangling the group, activity or cultural questions, emergencies/incidents
• Contact Info – In-person or at their Telegram number provided
  • If you have issues with your Guide, contact your Trip Coordinator and CC experience@trovatrip.com

Operator

• Working Hours – Hours vary by location and company; on-call 24/7 for emergencies during travel only
• Here to Help With – Issues with Guides, emergencies/crisis management
  • Hosts should only go directly to the Operator when 
    • 1) there is an emergency on-trip and they can't reach their Guide or 
    • 2) they have concerns about their Guide
• Contact Info – Can be reached through your Trip Coordinator pre-trip and your Guide during the trip. Their direct phone number can be found on the itinerary page in the portal, in the pinned message of the Telegram note sent a few days pre-trip, and in the arrival prep email sent approximately 30 days in advance.
  • This number is for emergencies during travel only and should not be used by anyone other than the Host

Traveler Support (a.k.a. Customer Service)

• Working Hours – 9am - 5pm PST, Monday - Friday
• Here to Help With – General Traveler questions, booking changes (cancellation, edits, add-ons), pre-trip education (visas, travel best practices, trip accommodations, etc.), post-trip complaints, payment-related questions or issues, technical issues
  • Please do not send Travelers directly to the other individuals in your contact list (TC, Operator, etc.) as this can create confusion and result in incorrect responses, as well as exhaust valuable support resources.
• Contact Info – Email hi@trovatrip.com or call +1-877-698-7682
  • We respond to emails within 2 business days

Finance Team

• Contact Info – finance@trovatrip.com
• Payment Questions – Here’s who to contact with questions about getting paid and/or financial matters:
  • More than 55 days from trip start date: Account Manager
  • 55 - 30 days from trip start date: Trip Coordinator
  • Less than 30 days from trip start date: Finance
• Payment Timeline – When a trip is confirmed, the Host may receive an advance payment if they elected to when planning their trip. Within 30 days from the start date, we pay out 50% of total Host earnings (minus the advance, if applicable). This takes between 15-30 days to complete. On day 1 of the trip, we pay out the remaining 50% (however, due to travel, this payment may not be received by Hosts until the trip is completed).

Lean on your travel team

We can’t promise that every trip will go off without a hitch, because despite all the planning in the world, travel is travel. But when you need to reach out for help or information, we can ensure that there will always be a human on the other end whose job it is to make sure you never feel alone. Wherever you go, Trova’s here for you.

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