Obby Concierge FAQs for Event Partners
Be prepared for every eventuality when you're an Obby Concierge Event Partner.
What to do if;
A client doesn't show up or is lost/late:
Please allow a 10 mins grace period for clients to get to the venue. If they are more than 10 mins late, you (or your Obby host if you have one) can call the client using the contact number provided. This number will be added to the Notes of the private event in your dashboard.
If the client does not show up or will be more than 30 mins late, please email your Obby contact before you leave the venue, confirming the time you leave, and if you've spoken to the client.
You are unwell or unable to teach last minute:
If the event is more than 24hrs away, email your Obby contact as soon as you possible to notify us, confirming your reason for cancelling.
If the event is less than 24hrs away, email hello@obby.co.uk and the client contact as soon as possible to notify them of the cancellation.
Obby will work with the client to either reschedule or refund the event. Please note, if the event is more than 24hrs away, Obby will endeavour to find a replacement Event Partner.
There is damage to the venue:
Email your Obby contact at the end of the event with details of what happened (as far as you are aware), including images to show the damage.
Obby will work with the venue and client to investigate what happened and if any costs need to be covered.
The client wants to extend their session/unwilling to wrap up on time:
If you are willing, and the venue allows, we ask you to use your discretion when extending a session. Please note, our Hammersmith venue does not permit any persons to be using the space after 8pm.
If a client has become difficult towards the end of a session, please liaise with your Obby host (if you have one at the event) to help you manage the guests. If, for whatever reason the client is unhappy or raises a reasonable / unreasonable complaint with you on the day, please email your Obby contact after the event so that we can manage this on their behalf.
A client or member of staff displays inappropriate behaviour:
Email your Obby contact after the event detailing the event and any issues that arose as a result of inappropriate behaviour.
Obby will work with the venue and client to investigate what happened and if any costs need to be covered.
Who to call if;
You can't find an Obby venue:
Please call the venue contact using the number provided in the Notes on your dashboard Timetable.
If you cannot get hold of the venue contact, please email hello@obby.co.uk and a member of the team will help as soon as possible.
You can't find the client's venue:
Please call your client contact using the number provided in the Notes on your dashboard Timetable.
If you cannot get hold of the client contact, please email hello@obby.co.uk and a member of the team will help as soon as possible.
You are delayed/unable to travel to the event:
Call your venue contact/Obby host using the number provided in the Notes on your dashboard Timetable.
If you cannot get through on a call, please text the venue contact/Obby host with your ETA.
How do payments work?
There is nothing you need to do to get paid for an Obby Concierge event. Obby will create a private event session in your dashboard Timetable, and download the invoice for this (a new feature of our updated Private Payments feature). This invoice will be sent to our accounts to be paid 24hrs after the event date.