Host FAQs
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You can submit a ticket and a member of the team will assist you.
- For copy adjustments: Updated copy you’d like to upload to your page
- For image updates: New images or videos you’d like to upload to your page
- For pricing changes: Please indicate if the pricing you’ve submitted includes our take or your expected payout
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We set a minimum headcount on our website to protect your minimum payment, although we still allow customers to book even if their actual headcount is lower than the minimum. If this happens, the customer is always charged your rate for the minimum headcount.
For experiences with a shipping component, the final list for kits to be shipped will depend on the shipping sheet shared with you via google sheets, and if less than the minimum, your payout will still be for the minimum headcount!
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For purely virtual experiences, we base headcount on an estimate and leave window of assumption open around there being a few more or less people in attendance than expected. If you feel that there is significantly more attendees than estimated, and it affects the experience, please let us know and we will correct it with the customer.
If there are more attendees than expected for virtual with kits and IRL, please try to accommodate as much as you can during the experience, and let them know that the confirmed headcount prior has not aligned with the headcount given. If the increased headcount significantly affects the experiences, please reach out to us right away and we will do our best to help troubleshoot.
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We do our best to provide the most accurate headcount as we approach the event date so you and your team can best prepare for our customers to join you for their experience. However, it is common to see last-minute conflicts come up and some guests can not attend. Please accommodate the group as much as you can. Due to our cancellation and rescheduling policy, we will pay/charge for the confirmed or estimated headcount and not adjust payment. Please note that Acuity includes an estimated headcount that is subject to change after the original request is confirmed. You will be notified of updates by our team if there are major changes
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First and foremost, we are a marketplace and we can not guarantee bookings. Bookings depend often on seasonality, pricing, updated copy that is clear, and updated assets. All of these things can help drive more bookings, but cannot guarantee an increase in volume. You may be selected for a feature in an upcoming marketing blast - seasonal or topically relevant blog, social, or email.
We do our best to represent all of our hosts in an equal manner. If you would like to chat with us about better ways to engage our customer base, please submit a ticket.
General
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The number and/or email we have registered to your Acuity account will receive a notification of the booking request, reschedule, or cancellation. You can view all of your requests and confirmed bookings in Acuity.
To confirm a booking, you can respond to the text notification, or log into Acuity and change the label to “confirmed" on the booking request.
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The version of your experience the customer selected will be included in the notes section of the Acuity request.
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The estimated headcount will be included in the Acuity calendar invite, in the notes section.
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Submit a ticket and our team will assist you with rescheduling. Please let us know alternative dates that will work for you to expedite the process of rescheduling.
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Acuity is our scheduling tool. We use this to view your availability, and submit experience requests; you use this to confirm experience requests and find details (time, date, how many people, where to go day of).
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Marco’s default video platform is Zoom, however, we do allow customers to use their preferred video platform upon request. A member of Marco will reach out if this is the case for one of your experiences.
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You will use the code 123123 to claim host every time you host a virtual experience.
To do this, you will open the participant's list, found at the bottom of the zoom window, then press “Claim Host” at the bottom of the pop-out. Enter the code 123123.
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The zoom link can be found in the Acuity/calendar invite. Our default zoom link will be included in the Acuity link.
If your event title states “CUSTOM LINK” please check the notes sections for the correct link.
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Claim host of the zoom room by using Code 123123
To do this, you will open the participant's list, found at the bottom of the zoom window, then press “Claim Host” at the bottom of the pop-out. Enter the code 123123.
In case you forget the code, it will also always be noted in the Acuity/calendar invite details.
Once you have claimed the host of the room, you will find the “Record” button at the bottom of the meeting panel and click “Record to the Cloud”! Our operations team can then share this recording with the customer.
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Although we hope and expect all experiences to run smoothly, we understand that emergencies are usually sudden and unavoidable. We expect to be given as much time as possible to let the group know that there will be a need for a reschedule. The reschedule will be at no cost to the booker.
Please reach out to help@marcoexperiences.com with an “urgent cancellation” subject line so we can resolve any issues with the customer.
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The location will be included in Acuity/Calendar details.
Click on the booking in your calendar> look at the information in Notes
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We will share access with you on a google sheet that will be populated with guest names and any dietary restrictions. This list will be finalized 7 days prior to the experience.
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Our Operations team acts as the liaison between you and the customer; feel free to ask us any questions or important information and we will relay the information to the customer.
If there is any need for us to connect the two of you prior, we will. We typically will loop you in with the customer for in-person events only, to arrange arrival details.
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You have the choice between offering your experience at your own venue, an alternative location (that will be provided by the customer), or both. This choice can be made during onboarding.
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Preparation requirements should be communicated during onboarding so we can add them to our experience landing page for your listing.
Our Operations team typically acts as the liaison between you and the customer; feel free to ask us any questions or important information and we will relay the information to the customer.
New Requests + Scheduling
Virtual
In-Person
Shipping
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Our Operations team will share two shipping sheets with you, and both are helpful tools in finding RSVPs for your upcoming experience
1. Master Shipping sheet - this contains links to ALL of your shipping sheets, in one place. Past, upcoming, and current. Details included on the sheet would be the due date for RSVPs, Event Date, Experience Variant, and Headcount. This sheet is shared with just you.
2. Specific experience shipping sheet - This is a link to the specific experience’s RSVPs. This sheet is shared with you, and the customer so that they can keep up with their own team’s RSVPs as well.
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We will share the shipping sheets with you as soon as your experience is confirmed, and the RSVPs will finalize 15 days prior to your experience (unless otherwise agreed on during onboarding).
You can begin shipping as soon as you wish once the due date has ended. If you are unsure if a shipping list is final, please submit a ticket.
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Broken or damaged kits are handled on a case-by-case basis. If there are any damages, we typically expect you to replace the kit/items or offer a discount on the kit. For missing kits, it will depend on how close to the experience this is discovered, and our options for a resolution. We will work closely with you to resolve this, as well as with the customer.
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Please let us know if you receive any notifications regarding packages for Marco Experiences events and we will work with you to find a new address for shipping or a resolution to the problem. In most cases, the kit will have to be resent to the attendee at their own cost.
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Please let us know what states you can and cannot ship during onboarding so we can add those details to your experience landing page and avoid resolving during the RSVP period.
Please provide kit details, and/or alternatives that participants can source on their own
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If you are willing and able to ship kits to an international location, we will be requesting a quote from you via your courier on the cost of shipping internationally. Booker confirmation is necessary if they are willing to pay for additional costs on shipping prior to sending out the kits. We ask for customers to make us aware if there are international addresses and to give us a 3-week lead-time for shipping.
Take a look through our FAQs to find quick information regarding Marco, Bookings, Billing, and more. Can’t find what you’re looking for? Submit a ticket and our team will be in touch.
Pricing / Payout FAQs
Terms and Conditions
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We use a platform called Stripe for payments, which will send payments automatically to your bank account associated with your account, which you will set up during onboarding.
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In person
- You will receive payment (50% of the estimated headcount) prior to the experience once the RSVP due date has lapsed, and the remaining 24-48 hours post experience
Virtual + Shipping
- You will receive payment (50% of the estimated headcount) prior to the experience once the RSVP due date has lapsed, and the remaining 24-48 hours post experience
Virtual
- You will get paid for the full experience 24-48 hours post experience
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Your payout will be determined during the onboarding process with our team.
You can review this information in your Host Dashboard, Host Agreement, or Onboarding email.
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Stripe is our payment platform and how we pay our hosts. During onboarding, you were sent a link to connect your bank account to our system. Payouts will automatically be sent to your account.
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To sign in, use the Stripe link provided in your Onboarding Email. Make sure to use the same email address you submitted through the Onboarding Form. Stripe will send an SMS verification code to the mobile number you provided on the form. After entering the verification code, your account will be all set!
How do I add my Tax ID to my Stripe account
1. Login to your account: [here]
2. Go to your Account Tab by clicking on your profile in the upper right-hand corner
3. Then scroll down under Professional Details.
4. Then go to Business Details
5. Once in Business Details, you can add your Business Tax ID and upload your SS-4 confirmation letter or your Letter 147C.
- Selecting a Business Type and Business Structure (Individual vs Company)
- Your Business Type is likely to be Company
- Your Business Structure would depend on the specific documents you filed (Individual/Sole Trader vs Company)
- Company types: Limited Liability Company (LLC), Corporation, Sole-Proprietorship, Partnership, S Corporate, and other.
- For more information, see [here]
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Stripe has a catalog of all of your payments, which you can review at anytime.
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Please submit a ticket and someone from our team will assist you in updating your pricing.
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Per our host agreement, payment is made on 50/50 schedule. 50% of the total payout will be send after the RSVP window, and the remaining amount will be paid 24-48 hours after the event is completed.
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Customers can cancel experiences prior to the RSVP deadline without penality.
The RSVP deadline is up to 15 days prior for experiences with shipping, up to 7 days prior for virtual experiences (without shipping), and up to 7 days prior for any in-person event. This is the case for all experiences unless otherwise agreed to during onboarding.
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Customers can reschedule experiences prior to the RSVP deadline without penalty.
The RSVP deadline is up to 15 days prior for experiences with shipping, up to 7 days prior for virtual experiences (without shipping), and up to 7 days prior for any in-person event. This is the case for all experiences unless otherwise agreed to during onboarding.
If the customer is within the window where rescheduling is not an option, Marco reserves the right to charge 20% of the original booking cost to the booker 7 days prior to the experience. This will then be included in your payout for the rescheduled experience.
Once a customer reschedules within the window where rescheduling is not an option, there will be no option to cancel.
Onboarding
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You can submit them through [this form](https://airtable.com/shrPKyiLBSW29CyFt). Please make sure to fill out 1 form for each version of the experience. For example, for a virtual cooking class that may have add-ons, submit 1 form for each variant:
1. Sushi Making
2. Sushi Making + Sake Tasting
3. Sushi Making + Wine Tasting
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Once you’ve submitted your experience, a member of our team will send over an onboarding email that inlcudes:
- A preview of your landing page
- Login info for your Acuity Calendar
- A link to set yourself up on Stripe
- A link to your Host Dashboard
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Once you’ve submitted an onboarding form, a member of our team will send out an onboarding email that includes your login details to Acuity.
