Customer FAQs

Got a question about booking or travelling with Skyhook? You’ll find answers to our most common questions below. If you can’t find what you’re looking for, just get in touch with our team.

How does Skyhook work?

Skyhook is a booking platform for unforgettable adventures with experienced local Hosts around the world.

We make it easy to discover, compare and book adventures in one place. Each trip is created and run by a local Host who knows the destination and takes care of the adventure itself — from guides and accommodation to transport and activities included in the itinerary.

You book and pay through Skyhook, and we provide the platform, payment protection, booking tools and customer support that help bring everything together.

Think of us as the connection between great local adventure companies and travellers looking for their next big adventure. It's a little bit like Airbnb but for niche adventures.

Who actually runs my trip?

Your trip is run by the local Host shown on the trip page and during booking.

They’re the adventure experts on the ground. They organise and deliver the itinerary, provide the guides and make the day-to-day decisions involved in running the trip.

Once you’ve booked, you’ll also be able to communicate with your Host or Head Guide about trip-specific questions.

Skyhook takes care of the booking platform and is here to help with your booking before and after your adventure.

Why book through Skyhook?

We bring together brilliant adventures from local Hosts around the world, making it easy to find and book them in one place.

You get:

• Great adventures run by experienced local Hosts

• Local pricing without Skyhook adding a markup

• Secure online booking and payment

• Financial protection on payments made through Skyhook

• Set departure dates on almost all trips

• Thousands of reviews from other Skyhook travellers

• Skyhook Credits and loyalty rewards

• A customer support team if you need help with your booking

It's particularly good for solo travellers. You can join a group of like-minded adventurers without having to organise a whole group yourself.

How do you select your tour operators?

We want to work with experienced local adventure companies that know their destinations inside out.

Before a Host joins Skyhook, we review information about their business, experience and how they operate. We also collect information about areas such as guide qualifications, insurance and emergency procedures where relevant to the trips they offer.

Once a Host is on Skyhook, customer feedback is incredibly important. We keep an eye on how trips are being delivered and regularly review the Hosts we work with.

The individual Host remains responsible for running their trips, including their guides, equipment, operational procedures and safety decisions on the ground.

Are trips guaranteed to run?

Almost all Skyhook trips have set departure dates that don't depend on reaching a minimum group size.

For a small number of trips, availability may depend on minimum numbers, permits, accommodation or another trip-specific requirement. If that's the case, we'll make this clear on the trip page.

If you're unsure about a particular departure, get in touch, and we'll be happy to help.

Is my payment safe?

Yes. Payments made through Skyhook are securely processed and bookings are financially protected by Repayd (formerly Trust My Travel).

This provides protection for the money you've paid in the unlikely event of Skyhook or the Host's insolvency before you travel.

You can find more information in our Booking Terms.

What happens if something doesn't go to plan?

Adventure travel can be unpredictable. Weather, local conditions, transport and other circumstances sometimes mean plans need to change.

Your guide and Host are best placed to deal with anything relating to the trip while you're there. If you have a concern, tell your guide as soon as possible so they have the opportunity to help or put things right.

If something can't be resolved locally, you can contact Skyhook and we'll help where we can. Where appropriate, we'll speak with you and the Host, look at what happened and help work towards a fair resolution.

You can read more about this in the Skyhook Promise.

Can I cancel my trip?

On most trips, yes.

If you cancel two months or more before departure, your balance payments will be refunded and your non-refundable deposit will normally be returned to your Skyhook account as credit. Skyhook cancellation credits don't expire and can be used towards the deposit on a future qualifying trip.

Some trips have different cancellation conditions because of permits or other commitments the Host has to make in advance. Where different conditions apply, we'll make this clear when you book.

Check your trip information and Booking Terms for the conditions that apply to your booking.

What happens if I need to cancel less than two months before the trip?

Bookings are normally non-refundable within two months of departure and can't usually be moved to another date.

By this point, your Host may have made arrangements and financial commitments for your trip.

This is one of the reasons we strongly recommend taking out appropriate travel insurance as soon as you book. Depending on why you're unable to travel and the cover you've purchased, you may be able to make a claim through your insurer.

In some circumstances, a Host may allow you to transfer your place to somebody else. This depends on the trip and is at the Host's discretion, so contact us if you'd like us to check.

How do I cancel/change my trip dates?

The easiest way is through your Skyhook dashboard:

• Log into your profile at https://www.skyhookadventure.com/me

• Open the relevant booking.

• Select Cancel/Change Dates at the bottom of the booking.

• Follow the instructions on screen.

Any cancellation or date change is subject to the conditions that apply to your booking.

Can I cancel just one space on my booking?

Yes. If you've booked several people, you can normally cancel individual spaces through your dashboard.

Open the trip, scroll to the invoice section and select Cancel/Change Date. You'll then be able to choose how many spaces you want to cancel.

The normal cancellation conditions apply to each cancelled space.

My booking is cancelled, but I didn’t cancel it and still want to travel – what happened?

The most common reason is an unpaid balance.

Your final balance is normally due two months before departure, and we'll send reminders as the payment date approaches. If the balance remains unpaid after the due date and applicable grace period, your booking may be cancelled automatically.

If this has happened and you still want to travel, contact us as soon as possible. We'll check the booking and whether your Host still has space available.

Is there a waitlist for fully booked trips?

Yes. If your preferred departure is full, you can join the waitlist directly from the trip page.

Select Waitlist next to the date you're interested in. You can join the waitlist for more than one departure.

If a space becomes available, you'll receive an email notification about it.

What travel insurance should I get?

Unfortunately, we can't give formal advice on travel insurance, as that's a regulated industry.

What we can say, however, is that lots of our customers use specialist adventure travel insurers like Rise & Shield, World Nomads, etc.

If you're in the UK, you could try the British Mountaineering Council.

For travellers from other parts of Europe or North America, it is often possible to get travel insurance from your country's alpine club (e.g., The Austrian Alpine Club or The American Alpine Club) or other providers.

If you are unsure about exactly what your trip involves (e.g., the highest altitude or similar questions), the best thing to do is to ask your local Host.

What are Skyhook credits, and how do they work?

Skyhook Credits are a cash equivalant that you can use towards the deposit of any trip on Skyhook.

You might receive credits when cancelling or changing an eligible booking, through a promotion, or as part of Skyhook Club rewards.

Cancellation credits don't expire, so you can keep them until you're ready for your next adventure.

Different conditions can apply to promotional and loyalty credits, so check the conditions attached to the particular credit.

How do I use my credits?

Log into your Skyhook account and choose your next trip.

When you reach checkout, eligible credits on your account will automatically be applied towards your deposit.

If your credits don't cover the full deposit, you can pay the difference by card.

Credits can be used towards deposit payments, but unfortunately not final balance payments.

If the credits don’t show up in this final step, please get in touch with us. Usually, we find that Guests have logged in with a different email address.

I prefer a cash refund and not credits. Can I get a cash refund instead?

All deposit payments are non-refundable. Furthermore, Skyhook credits are non-refundable for cash.

However, Skyhook credits are covered by our Lifetime Credit Policy and do not expire. So, you can use these at any point in the future for any trip deposit on the Skyhook website.

Can I exchange Skyhook Credits for cash?

No. Skyhook Credits aren't redeemable for cash.

Cancellation credits don't expire, though, so there's no rush to use them. You can save them for a future Skyhook adventure.

How do I know what my Skyhook credits balance is?

Head on over to your dashboard at https://www.skyhookadventure.com/me

Your credit balance and currency will be displayed on the Credits tab.

My credits are in a different currency. Can I still use them?

Yes.

If your credits are in a different currency from your next trip, they'll be converted when you book.

My credits aren’t showing on my Skyhook dashboard – where are they?

The most common reason is having more than one Skyhook profile.

Check which email address you used for the original booking and make sure you're logged into the same account.

If they're still missing, get in touch and we'll take a look.

My card payment to Skyhook is failing – can you help?

My card payment isn't working. What should I do?

Card payments can occasionally fail during your bank's security checks.

First, try the payment again and make sure you complete any verification request from your bank, such as approving the payment in your banking app or entering a one-time password.

If it still doesn't work, try another card if you have one available.

Your bank may also be able to tell you why the payment is being declined and authorise it if necessary.

If you're still stuck, contact us.

Can each person on a booking pay for their own space?

At the moment, payments need to be made by the Booking Owner — the person who originally made the booking.

We can't currently split the balance between individual guests through the Skyhook checkout.

When is the final payment due?

Unless you're told otherwise when booking, your final balance is due two months before departure.

We'll send you reminders ahead of the deadline, and you're welcome to pay earlier if you prefer.

It's important to pay by the deadline. Your Host needs confirmation of who's travelling so they can make the necessary arrangements, and an unpaid booking may eventually be cancelled.

Can I pay in instalments?

We don't currently offer instalment payments through Skyhook.

You'll usually pay a deposit when you book, followed by the remaining balance two months before departure.

Can I pay later than the balance due date?

Please contact us as soon as possible if you're having difficulty meeting your payment deadline.

We can't guarantee an extension because your Host needs to make arrangements for the confirmed group, and bookings that remain unpaid may be cancelled.

Can I pay in my own currency and not the trip currency – they’re different.

Each trip is priced in the currency shown on the trip page.

If your card or bank account uses another currency, your bank or card provider will normally make the conversion when you pay. Their exchange rate and any foreign transaction fees will depend on your provider.

Who should I speak to if I have a question about the trip itself?

Your Host or Head Guide is the best person for trip-specific questions.

They know the itinerary and local conditions and can help with questions about things such as meeting arrangements, equipment, fitness, altitude, accommodation and what to expect on the adventure.

For questions about your Skyhook booking, payments, credits or account, speak to the Skyhook team.

What if I have a problem while I'm on the trip?

Tell your guide or Host as soon as possible.

They're there with you, understand what's happening on the ground and are usually in the best position to help. Raising an issue at the time also gives them the opportunity to resolve it while you're still travelling.

If the issue can't be resolved with your guide, ask for it to be escalated to the Host.

If you still need help after that, contact Skyhook. We'll look at what's happened, speak with the Host where appropriate and help work towards a fair resolution.

Who makes decisions about safety during the trip?

Your Host and their guides are responsible for running the trip and making operational and safety decisions on the ground.

Adventure travel sometimes requires plans to change because of weather, conditions, the ability of participants or other circumstances. Your guide may therefore need to change an itinerary, alter an activity or make another decision in the interests of the group.

Please follow your guide's reasonable instructions, particularly when they relate to safety.

How fit do I need to be?

It depends on the adventure.

We provide difficulty and fitness information on trip pages to help you choose an appropriate trip, but everybody's experience and ability are different.

Read the itinerary and trip FAQs carefully and make sure you're comfortable with the distances, altitude, terrain and activities involved.

If you're unsure whether a trip is right for you, ask the Host or Head Guide before travelling. If you have a medical condition or health concern, you should also seek appropriate medical advice.

How do I reset my password?

If you log in using your email address, select Forgot Password on the login page and follow the instructions.

If you originally created your account using Google or another supported sign-in option, use the same method to log back in.

Still having trouble? Get in touch and we'll help.

Adventure travel comes with plenty of questions — and we'd much rather you ask.

For questions about your booking, payments or Skyhook account, our customer team is here to help.

After booking, for questions about the adventure itself, your local Host or Head Guide will usually be the best person to ask.

You can also read our Booking Terms and Skyhook Promise for more information.

See you out there. 🏔️

See also:

Booking Terms

Terms of Use

Privacy Policy