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How to define included and excluded services for an experience?

Clearly defining what’s included and excluded in an experience is essential for Tour Operators (TOs). It ensures transparency, improves trust, avoids booking surprises, and helps TOs better present your experiences to their clients.

✅ Improves clarity for TOs and end clients
✅ Helps avoid disputes or refund claims
✅ Boosts up-sell potential through optional services
✅ Increases operational accuracy and confidence

🚀 Objective: Learn how to define, customize, and use included/excluded services in KOOB to optimize the booking process and increase transparency.

 

Defining services at the organization level

KOOB allows you to predefine standard included and excluded services for your products in your Organization Settings. This saves time and ensures consistency across your catalog.

To set it up:

  • Go to Organization Settings

  • Navigate to Experience Settings

  • Define the default services for:

    • Transfers

    • Activities

    • Programs

    • Extras

💡 You can translate the default Included and Excluded services by using the Language selector.

 

  • Click Save Changes.

📌 These defaults will automatically apply to each new experience, but you can still edit them case by case.

💡 Why use predefined services?

  • Saves time when building new experiences

  • Ensures consistency across your products

  • Reduces manual errors

 

Where to define services for each experience ?

Each experience (activity, transfer, program, or extra) allows you to customize included/excluded services.

Steps:

  • Go to your Experience Catalog

  • Open the experience you want to edit

  • In the General Information tab, scroll to:

    • Included Services

    • Excluded Services

  • Add or adjust details as needed.

  • Edit or click Save and Next.

📌 If you don’t modify the fields, KOOB will use your predefined values.

💡 You can translate the default Included and Excluded services by using the Language selector.

 

What are included services?

Included services refer to everything the traveler receives within the price of the experience.

✅ Examples of included services:

  • Transportation → Private car, group transfer, boat

  • Meals → Lunch at a local restaurant, breakfast at the hotel

  • Guiding → English-speaking guide, certified trekking leader

  • Entrance Fees → Museums, temples, national parks

  • Accommodation → Lodges, eco-camps, homestays

  • Equipment → Snorkeling gear, bikes, hiking poles

  • Taxes → VAT, local tourism levies

💡 Example – Full-Day City Tour

Included:

  • English-speaking licensed guide

  • Pick-up & drop-off from central hotels

  • Entrance fees to Wat Pho and the Grand Palace

  • Lunch at a riverside restaurant

📌 Tip: Use bullet points to keep your list clear and structured.

 

What are excluded services?

Excluded services are not covered by the experience price and must be paid separately. These could be optional or simply out of scope.

❌ Examples of excluded services:

  • Flights → Domestic or international airfare

  • Meals not listed → Dinner if only breakfast/lunch are included

  • Tips → Guide and driver gratuities

  • Travel insurance → Always at the client’s charge

  • Visa fees

  • Optional experiences → Add-on excursions, extended stays

 

💡 Example – Desert Safari

Excluded:

  • Alcoholic beverages

  • Camel ride (optional, $30 per person)

  • Tips for guide and driver

📌 If the service is bookable, add it as an optional extra in the "Options" tab instead.

 

How this impacts the booking process ?

✅ Included services define the core value of the product → TOs understand what’s covered and can pitch it with confidence.

✅ Excluded services open up up-sell opportunities → sleeping bags, upgraded meals, private transfers, etc.

💡 Example: You offer a 3-day jungle trek with accommodation and meals included—but exclude sleeping bags. You link a bookable extra in the options tab:

  • Add sleeping bag rental (+$15 per person)

This keeps your base rate competitive while offering optional flexibility for the TO.

 

Best practices for defining services

✔ Be specific → Instead of "meals included", say "Breakfast and lunch included. Dinner excluded."

✔ Structure clearly with bullet points → Easier to read and reduces confusion.

✔ Mention extras if relevant → E.g. "French-speaking guide available upon request (see options tab)."

✔ Stay consistent with your itinerary and pricing → Don’t say “hotel included” if it’s not reflected in the pricing or timeline.

✔ Use predefined defaults → It helps maintain consistency across all experiences in your catalog.

 

Takeaways

✅Use Organization Settings to define standard included/excluded services

✅Be clear and detailed in each experience

✅Separate included (covered) from excluded (not covered or optional)

✅Highlight extras that can be added at booking

✅Consistency and transparency help TOs sell with confidence

 

FAQ

Do I need to define services for each product?
✅ Yes, even if you use predefined services—they must be reviewed per experience.

Can I leave services blank if it's obvious?
⚠️ Not recommended. TOs may skip your product if details are unclear.

Can I use different services for different languages?
✅ Yes, just switch the flag icon in the top-right and add translations.

Where do services appear?
📍 In the experience factsheet, Travel Diary, and exports (PDF/Word).

 

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📌 Need help? Visit the KOOB Knowledge Base or contact KOOB Support 🚀