We rely on guides to power the meaningful service we provide, so it’s absolutely crucial that you show up prepared and on time for all gigs. 🙌 When guides cancel late, show up late, or no-show entirely, both our participants and other guides feel it - the guides who are there end up doing the job of multiple people. In order to protect amazing guides like you, we’ve developed a transparent policy around cancellations and no-shows.

What if I need to cancel an M&G guide or lead gig?

Plans change, and we get that! We just ask you to give us as much notice as you possibly can so we can find a replacement for your spot. You can cancel within your guide portal.

• Cancelling with more than 48hrs notice: If you cancel your gig 48hrs in advance of the start time of the event, we have enough notice to restaff your spot. In this case, we thank you for giving us as much notice as you can, and there is no negative effect on guide account.
• Cancelling with less than 48hrs notice: We understand emergencies happen to the best of us, but also they shouldn’t happen too often. If you need to cancel within 48hrs, you’ll receive one strike on your record as long as you’ve canceled at least 2hrs before the start of the event. Strikes fade over time the more work you do with us, so guides who cancel late sparingly see no negative effects on their guide account. See our strike system below.
• Canceling with less than 2hrs notice OR no-showing: We’ll reach out to you to understand what happened. In the meantime, we’ll automatically place a hold on your ability to sign up for new gigs. If this has happened multiple times, we may need to permanently suspend your account.

What if I need a sub for my series experience?

We understand that sometimes you can’t make an experience in a series. If you need a sub, you can request one from the guide portal in advance.

• Request a sub with >48hrs of notice: We’ll work on staffing this opening, so that your group isn’t left hanging! Since you’ve given us sufficient notice, there is no negative effect on your guide account, and usually your group will get a great guide to replace you that night.
• Requesting a sub with less than 48hrs of notice: We understand emergencies happen to the best of us, but they also shouldn’t happen too often. If you need to cancel due within 48hrs but more than 2hs in advance, you’ll receive one strike on your account. Strikes fade over time the more work you do with us, so guides who cancel late sparingly see no negative effects on their guide account. See our strike system below. In this case, we’ll still do our best to find you a sub, but often your group will end up needing to cancel their experience.
• Requesting a sub with less than 2hrs notice OR no-showing: We’ll reach out to you to understand what happened. In the meantime, we’ll automatically place a hold on your ability to sign up for new gigs. If this has happened multiple times, we may need to permanently suspend your account.

What if I’m called in to sub and can’t?

Because we understand that last minute emergencies happen to the best of us, our sub system is designed for subs to be the backup for others. That’s why if you’ve signed up to sub, it’s critical that you keep your time available. In fact, that’s what we’re paying you for.

• If you are called in to sub & you reply that you cannot or you no-show: In this case, our sub system has failed a group that needed you that day. In order to protect guides and groups, when a sub isn’t able to sub, we automatically remove her from all sub gigs and place a 1-month temporary hold on their ability to sign up to sub. This isn’t meant to be a punishment, but rather an effort to protect groups who need subs. After the month is over, guides are free to sign up to sub again.
• If you are a lead and cannot stay for the entire M&G: The role of the lead may require you to stay for the duration of the entire M&G in case you’re needed to sub in for a late or missing guide. If you are needed to stay and sub but aren’t able to do so, then our system has failed that group that unfortunately may not get a guide that night. In an effort to protect groups, when a lead isn’t available to sub guide, we’ll remove them from all lead gigs and place a 1-month temporary hold on their ability to lead events. This isn’t meant to be a punishment, but rather an effort to protect groups who need subs. After the month is over, they free to sign up to lead again.