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?
Look no further—this directory is your go-to for the contact info you’ll need throughout your 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.
P.S. Not every Host will interact with our team(s) in the same way, but we will go over the ones most likely for you to meet during your time with Trova.
Sales
Sales Reps are the primary relationship holders with Hosts and provide support for everything from onboarding to traveling. Your Rep is your Host advocate, championing you throughout your journey. They want to guide you to not only have a great first-time experience, but also continued success with Trova!
On the Sales team, you’ll find two specific roles:
Onboarding Manager (OM)
Here to Help With – Host signup and surveying
Working Hours – 8:30am - 5:30pm PST, Monday - Friday
Contact Info – Email, text, or call your OM at the address/number they provided
Host Success Manager (HSM)
Here to Help With – Choosing an itinerary, preparing Hosts for upcoming trips, launching renewal trips, strategizing promotion plans, identifying Hosts’ long-term goals, continually building Hosts’ group travel business, general questions regarding Host earnings
Working Hours – 8:30am - 5:30pm PST, Monday - Friday
Contact Info – Email, text, or call your HSM at the email address or phone number they provided
Trip Coordinator
Trip Coordinators are both Trova and travel experts in charge of logistics, planning, and keeping all the moving pieces of a trip in line. They are everywhere behind the scenes, ensuring your trip experience is seamless and memorable. Some of their functions include:
Here to Help With – Trip logistics, roommate assignments, activity questions, airport transfers, pre/post trip services, being an additional Host point of contact pre-trip, moderating the trip group chat, taking reports on sensitive issues, problems/concerns with your Guide, working with our Operating partners, and more
Working Hours – 9am - 5pm PST, Monday - Friday
Introduction Date – ~55 days before the start of your trip
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.
Customer Support
Trova's Customer Support team is responsible for both Traveler Support and Host Support. Depending on who is contacting us, they provide education and other support for our community.
Traveler Support (a.k.a. Customer Service)
Traveler Support is a great resource for you to point your Travelers to who have any trip or Trova questions you’re not able to field as the Host. Beyond that, they are there to help with the booking process, payment needs, and more.
Here to Help With – General Traveler questions, booking assistance and changes (cancellation, edits, add-ons), pre-trip education (visas, travel best practices, trip accommodations, etc.), post-trip feedback, payment-related questions or issues, technical issues, collecting necessary travel documents
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
Working Hours – 9am - 5pm PST, Monday - Friday
Contact Info – They can be reached via our Portal messenger for Travelers with a booking, or via our Contact Page. Traveler Support can also be reached by calling +1-877-698-7682. We do our best to respond to each inquiry as quickly as possible, but it may take up to 1 business day to hear back
Host Support
Should you need general help before your trip, Host Support is offered to Hosts with at least one Confirmed trip. They are here to help with your trip questions, preparation, and more.
Here to Help With – 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), trip preparation needs, and portal issues (login problems, trouble confirming Travelers, page errors), fielding feedback
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
Working Hours – 9am - 5pm PST, Monday - Friday
Contact Info – They can be reached via your Host Portal, or through hostsupport@trovatrip.com.
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
Operator
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
Working Hours – Hours vary by location and company; on-call 24/7 for emergencies during travel only
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 your group chat in the TrovaTrip app, sent a few days pre-trip, and in the arrival prep email sent approximately 30 days in advance.
Please note: This number is for emergencies during travel only and should not be used by anyone other than the Host
Local Guide
Your local Guide should always be your first point of contact for any questions or concerns that arise in your trip. They are trained professionals who speak the local language, know the customs, and are well-versed in the general lay of the land.
Here to Help With – On-trip logistics, ticketing/reservations, translating, transportation, wrangling the group, activity or cultural questions, emergencies/incidents
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
Contact Info – In-person or DM them in the Trova App
If you have issues with your Guide, contact your Trip Coordinator and CC experience@trovatrip.com
Finance
The numbers people who help with everything from host payouts and reimbursements, to tax statements and beyond.
Here to Help With: Host earnings and payouts, reimbursements, voucher, discounts, or credit creations, Veem education, tax statements and reporting
Contact Info – finance@trovatrip.com
Payment Questions – Here’s who to contact with questions about getting paid and/or financial matters:
Reach out to your Host Success Manager with any general payment questions
For more specific financial questions and/or tax questions, Finance will be your best point of contact
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.
Save this cheat sheet on your phone for easy reference:
PERSON / DEPT | CONTACT INFO | HELPS WITH | WORKING HOURS |
Onboarding Manager (signup - survey) |
📱 📨 *as provided |
Signing up and surveying |
8:30am - 5:30pm PST, M - F |
Host Success Manager (qualification - renewal) |
📱 📨 *as provided |
Choosing itineraries, launching renewal trips, promotional planning, continually building Hosts’ group travel business
|
8:30am - 5:30pm PST, M - F |
Host Support (confirm - 55 days)
|
hostsupport@trovatrip.com or portal chat |
Logistics/travel Qs, portal issues |
9am - 5pm PST, M - F
|
Trip Coordinator (55 days - post-trip)
|
experience@trovatrip.com, provided email, or via the Trova app |
Traveler/Operator issues, general Qs, Guide emergencies |
9am - 5pm PST, M - F
|
Local Guide (on trip) |
In-person or via the Trova app |
Logistics/culture Qs, immediate concerns |
Start - end of trip day (excludes free time, meals, and evenings) |
Operator (on trip) |
📱 **EMERGENCY ONLY** Phone number can be found on the itinerary page in the portal & in the pinned message of the group chat Can be reached via your Trip Coordinator pre-trip, and via Guide while on-trip
|
Issues with Guide, unreachable Guide |
Varies |
Traveler Support (anytime) |
1-877-698-7682 |
General questions & Traveler concerns
|
9am - 5pm PST, M - F
|
Finance (confirm - post-trip)
|
|
Payment questions or issues |
9am - 5pm PST, M - F
|