This is Part 3 of my experiences of being a tour guide in 2022. In this blog I’ve attempted to tell you about the detail that goes on in running the tour that maybe the guest doesn’t see. Also the problems!
On my first tour I was supporting a lead guide. A nice easy introduction to this tour guide malarky? Not exactly, I was on the train between York and the start in Newcastle when later that morning I got a text. The lead guide had a puncture, he was 20 miles away from the Station and may be late. Don’t panic! Each tour has an itinerary and whilst there is some spare time it is quite tight with distances to drive. What would I do with the guests as our bus and lead guide were absent? Anyway, the puncture, early on a Sunday morning, got fixed and by the skin of his teeth he turned up with the bus. The guests never knew about the issue. As this was all happening I was investigating taxis to transfer the guests to a pub 40 miles up the road where the bus might catch up with us.
As a guide you have an itinerary. It appears simple just to follow it when you turn up? However, it doesn’t run without a lot of intervention before and throughout the week. On Day 2 of this first tour we came under pressure as the guests worked out that the promised private guides, in the brochure, at the attractions weren’t in place. On this tour the guests, especially the females, knew exactly what they were entitled to. As a consequence one guest went ballistic and rang the tour operator to complain. Overnight the problem was sorted but the guides were left looking hopeless and that the decisions lay elsewhere. Needless to say the complainant was a generally disagreeable lady who took great delight informing the group that she had resolved the matter and that through her intervention it was all sorted. Strictly this was true but in reality she enjoyed being the battle axe that put things right and basking in the glow of her heroism. Separately I had caught her privately and apologised for this embarrassment. She knew the guides had no involvement in this omission but she didn’t have the grace to acknowledge our discomfort. (Overnight the guides without knowing her complaint had raised the matter with our management as well.) Your next thought is why did this happen in the first place? The land agent had failed to do this; maybe as a cost saving?
Our management (land agent) similarly were graceless. Whilst the next private guide at a castle was organised for us the lead guide was left to sort out a private guide at a further attraction. Where do you start when you’re driving the bus, handling guests and frankly very busy? To his credit he sorted it and that was another thing learned.
The guide tour information, prior to a tour, involve some details on the guests. However, some detail is missing including their health. Frankly as far as the tour operator is concerned then providing you’ve signed the disclaimer about your health, and have travel insurance, you can paraglide with one arm and a fear of heights as far as they’re concerned. I discovered on one dangerous section of a very wet and rainy part of Hadrian’s Wall that my 80 year old guest had a replacement hip and shoulder. I spent two and half hours as I helped her and waited with eternal patience for her to complete various sections privately calculating how long it would take the air ambulance to reach us from Newcastle.
On two of the four tours I was sharing the same hotel as the guests. This was terrific for convenience but on two other tours I was located over 10 miles away. In one Airbnb I shared with a guide he got the proper bedroom and I got the spare box room with a child’s bunk bed solution. This wasn’t ensuite and required my going down the stairs through the lounge and then the kitchen to reach the loo. Being of a certain vintage this was necessary during the night. Clearly whoever booked the accommodation just did a crap job and I had three days (and nights) of this nonsense.
However this was ‘topped’ by my turning up at a hotel specified in my joining instructions on another tour that was not only wrong but in the wrong town! I had checked in early and had just enough time to get to the correct hotel with the guests none the wiser. My last land agent problem is that those who book things in detail have no idea of the geography or distances. We took a train at a time decided by the land agent from Settle to Garsdale. I was suspicious this was the wrong train time but as a bus was hired to meet us at the other end I went with it. The bus collected and dropped us off as requested and we walked into Hawes. Sadly there was too little time for a Wensleydale Creamery tour and a sit down lunch. Knowing what I know now I’d have shortened the walk but sometimes you’re in the thick of a cock up when Plan B is impossible to deliver. (In fairness the guests were all on my side by then and I received forgiveness.)
Some things are also just sent to try you. The Queen’s Funeral fell on the Monday of a tour. This shut a number of attractions on the day. Worse was that it shut the cafes for lunch. This meant some itinerary juggling and the creation of a picnic. Where to get sandwiches? And, oh yes, one guest was on a gluten free diet! Knowing this was falling on this date I came armed to the tour with fruit, crisps, thermos flasks, a gluten free loaf and chocolate biscuits. The hotel kindly made the sandwiches and filled my thermos flasks with coffee and fresh milk. However this illustrates the tour ‘starts’ for the guide some days in advance.
Obviously many things got easier on subsequent tours including remembering names of the guests. I had one tour with two Jennys and a Jane. I’m sure that the Jennys got called Jane and Jane Jenny. On the final night I commented that we should have been together for another week, not least, because by the end of week two I would know everyone’s name.
Walking down the rocky path from Malham Tarn I got a call from the ‘office’ asking in a reasonable way about the high hotel bills I was incurring with the guests? I didn’t understand. It turned out that two of the guests, albeit, strangers to each other, should be sharing. You’ll know that there is a premium for a single room supplement. Two guests had simply kept quiet when checking in and the hotel had given them single rooms. I should have known there were sharing guests but my information wasn’t clear and I never thought to ask/check as it’s unusual. I was all for turfing them out of their single rooms immediately but the hotel didn’t have accommodation with two single beds. In this situation the wider good of the party, its bonhomie and atmosphere comes into play and I was told to leave it be. Frankly I was enormously upset at the deception.
I mentioned that the females have a detailed knowledge of what the tour has included and what they pay for. At one castle I entered the ticket office to advise the person behind the counter that the guests would pay for themselves. ‘Ah’, she replied to me, ‘We have written down that we should invoice the land agent’. I thought that was wrong but didn’t have the operator’s brochure to hand to confirm it was wrong. Rather than have an embarrassing stand off with the guests and castle staff I waived them through. Of course checking later I was right and they should have paid and they probably all knew.
I only point out these two issues to highlight that an assumption that the guest is kind and honest could be over exaggerated for the naive and trusting. You’re by yourself as regards the policing of all this when you’re out there leading a tour.
In my last blog I write about the highlights and some of the things the guests might ask you and gratuities (or not).