Common Questions About Customer Care & Admin App
Thanks to the booking feature, we can, unlike staffed rentals, 100% ensure that safety instructions have been viewed.
The booking flow includes instructions in the form of animations on how to paddle safely, such as avoiding going out in bad weather and what to do if you capsize. Each person renting is required to confirm that they have seen and understood these instructions.
The kayaks are stable and suitable for beginners as well as more experienced paddlers. A life vest is provided in each kayak and must be used. You should not paddle alone, adapt to the weather and your skill level. For example, paddle close to the shore if you are inexperienced.
No. The kayaks are stable and suitable for beginners as well as more experienced paddlers. A life vest is included with each kayak and must be used. You should not paddle alone, and you should adapt to the weather and your skill level. For example, paddle close to shore if you are inexperienced.
If an accident occurs at your station and you are contacted by the media, it is important to refer them to Point65, Richard Öhman. Richard’s mobile number is +46(0)70 756 33 26. Keep the conversation as short as possible. Do not take the bait to say anything, and firmly redirect them:
“That’s something you’ll need to take up with Richard.”
“Sorry, you’ll need to speak to Richard about that.”
If it is an ongoing booking where the customer is about to paddle soon/the time has just started and there is a technical issue, it is important that you call immediately so we can look into this. See opening hours on the contact page.
During office hours, you can call even if your issue is not urgent, but we appreciate it if you use the form on mykayakomat.com instead.
The original code will actually remain valid for 2 hours after the initial booking has ended (this is not something we share with customers). So, if the booking is only extended by 1-2 hours, you don’t need to generate a new code. To avoid revealing that the code always works longer, you can say something like, “I’ve extended it by another hour.”
Note: Always double-check that no new customer is scheduled immediately after.
If you need to extend the booking by more than 2 hours, you must contact support to generate a new code for the additional time.
No, that is currently not possible. Try to solve what you need in another way, or contact support as they can send a temporary pin code.
You’re welcome to go paddling, or invite someone, by creating a voucher/discount code in the admin app and using it on the website when booking. All bookings must go through the website—you cannot unlock a kayak directly via the Igloo app, as a customer might book the same slot online.
Please note:
- You cannot issue an excessive number of free vouchers or accept payments outside the system.
- Since you don’t receive the customer’s card details, you cannot charge them if equipment is missing.
As an alternative, consider offering a 95% discount code.
f it is an ongoing booking and you need to take immediate action but do not get a response after several attempts to call, you should try to resolve the issue as best you can. For example, check in the admin if the booking is active, if the customer has entered the correct email address and phone number. If the code doesn’t work, you can make a new booking with a 100% discount code and see if that helps, or ask the customer to make a new booking and promise to refund the first one.
If it is fully booked or for another reason cannot be resolved, you can cancel the booking and offer the customer compensation and a refund.
If it’s not an urgent issue, we prefer that you email. However, if you have not received any response within 2 business days, we recommend calling to check the status.
You don’t need to be available 24/7. You can only do your best, and sometimes things go wrong. Handle the situation to the best of your ability afterward.
Follow up as soon as you can and apologize. Listen to the customer until they have finished speaking.
Troubleshoot! Find out if the issue is caused by the customer, for example, if they entered the wrong email address/booked the wrong day, or if it’s a technical issue, such as a dead battery, incorrect equipment being registered on the admin page, or a bug that caused the code not to be sent.
Ask if you can rebook for another day and a longer paddle, and, of course, offer a refund as an alternative. The easiest way to rebook or offer a “voucher” is to create a voucher in the admin page. If the customer made a mistake, you should really try this option, as you have no obligation to refund. Of course, happy customers are important, so in case of emergency, it might still be an option.
- Check if the booking exists in the admin panel and if there is a slot/code assigned.
- If yes, ask the customer to double-check their email, including the spam/junk folder.
- If no, ensure that the booking was not made for a different time/day, that they booked at the correct station, and that the spelling is correct.
- If the booking is not in the admin panel, the customer has not received a booking confirmation, and the booking is imminent, call support, and we will resolve it.
- If support is closed, you can create a new booking for the customer using a 100% discount code, as they have already paid.
- If you cannot make the booking for the customer at the moment, you can also ask them to book again (and pay again) on the website, assuring them that we will process a refund (please notify us of the booking number for the refund).
If it later turns out that the issue was due to an abandoned cart and the customer received a free booking, we can contact them afterward to arrange payment.
This is done in Admin under “Coupons”.
Group bookings are great! Best is if they can book directly on the website, like other clients. If they can not do that, or you’ve done a package of kayaking + extra serives then you are more than welcome to book and pay on the website for them, and the send them an invoice.
See more information here.
Contact support and we will send out ASAP.
Common Questions About your Station and Equiment
Are you getting ready for your first season? Please ensure you’ve completed all the steps in your “set up check list“, and feel free to contact us here on the page or by booking a meeting if you need any help.
Are you already a kayakomat operator and are now getting ready for the season? Check out our section about “spring cleaning” on this page.
Option 1 – Business as Usual
Keep an eye on the admin app for upcoming bookings. If you have consecutive bookings or receive a complaint, close the station temporarily or ask for cleaning help. Stay available via phone and email. For local marketing, most tasks can continue as usual—scheduling social media posts in advance is a good tip.
Option 2 – Ask for Help
Keep the station open but get assistance as needed. You can delegate all tasks or just equipment maintenance. Ensure your helper has login details, training, and the Igloo app. Walk them through the admin page, using the onboarding tutorial if needed.
Option 3 – Temporarily Close
Deactivate slots in the admin app if needed, but this is not recommended as it affects revenue. Do this in advance and check for existing bookings. You’ll still need to respond to customers inquiring about future bookings.
You can order extra paddles, life vests, dry bags, and other items that may be needed during the season through the myKAYAKOMAT shop.
If a customer needs to pay for these items, contact support to process an additional charge.
If you want to learn more about different lock issues and how to resolve them, click here.
Always report the theft/vandalism to the police as soon as you discover it. Also notify us by emailing information and pictures to:
Find out more about our theft protection and what we need from you here: handle the case here
Common Questions About Marketing
Thanks to the booking feature, we can, unlike staffed rentals, 100% ensure that safety instructions have been viewed.
The booking flow includes instructions in the form of animations on how to paddle safely, such as avoiding going out in bad weather and what to do if you capsize. Each person renting is required to confirm that they have seen and understood these instructions.
The kayaks are stable and suitable for beginners as well as more experienced paddlers. A life vest is provided in each kayak and must be used. You should not paddle alone, adapt to the weather and your skill level. For example, paddle close to the shore if you are inexperienced.
Here’s an improved version with better flow, clarity, and professionalism:
All operators contribute a 4% marketing fee to KAYAKOMAT HQ. However, our total marketing budget exceeds these contributions, as we heavily invest in marketing efforts. These funds are used to build brand awareness, drive traffic to our website, and run campaigns focused on maximizing bookings. Through Meta Ads, Google Ads, and other digital channels, we ensure targeted advertising reaches the geographic areas where our stations are located.
In addition to central marketing, all operators are expected to contribute to local marketing efforts. Many activities, such as establishing local partnerships, are free and highly effective. Operators can also run their own Facebook ads, print local flyers, or invest in printed advertisements—these costs are not covered by KAYAKOMAT HQ.
If you have ideas for regional marketing initiatives that could benefit multiple stations, feel free to reach out to us. We’re happy to review and consider proposed ideas.
No. The kayaks are stable and suitable for beginners as well as more experienced paddlers. A life vest is included with each kayak and must be used. You should not paddle alone, and you should adapt to the weather and your skill level. For example, paddle close to shore if you are inexperienced.
If an accident occurs at your station and you are contacted by the media, it is important to refer them to Point65, Richard Öhman. Richard’s mobile number is +46(0)70 756 33 26. Keep the conversation as short as possible. Do not take the bait to say anything, and firmly redirect them:
“That’s something you’ll need to take up with Richard.”
“Sorry, you’ll need to speak to Richard about that.”
You can either change the text via your Admin page or submit the change you want via the contact formula
Remember to write in both your local language and English for international customers.
Also keep in mind that we have changed a little in some texts as we had keyword optimisation in the back of our minds.
Having your KAYAKOMAT station listed on Google Maps is crucial for visibility and attracting customers. We centrally add your location and send an automatic email to your KAYAKOMAT address with a verification link—make sure to complete this step to become an admin of your listing.
It’s extremely important to actively manage your account by responding to reviews and maintaining high-quality information. Learn more here
Please get in touch if you do not see your station on Google Maps, or do not have access to your Google Business Account. Or if you do not understand how to do.
Success comes from being proactive! Start by identifying what makes your location special—who visits, what events take place, and which businesses or organizations could be good partners.
Engage your audience by sharing high-quality photos, posting regularly on social media, and encouraging satisfied customers to leave reviews and spread the word. Offering promotions or collaborating with local influencers can also boost visibility.
When launching, involve friends and family to create buzz. The more you engage with your community, the stronger your station’s presence will be.
Find more marketing tips here at Mykayakomat.
Contact us via the form here on the site under the contact tab.
Write what you want and we will send it while stocks last.
Other Common Questions
Thanks to the booking feature, we can, unlike staffed rentals, 100% ensure that safety instructions have been viewed.
The booking flow includes instructions in the form of animations on how to paddle safely, such as avoiding going out in bad weather and what to do if you capsize. Each person renting is required to confirm that they have seen and understood these instructions.
The kayaks are stable and suitable for beginners as well as more experienced paddlers. A life vest is provided in each kayak and must be used. You should not paddle alone, adapt to the weather and your skill level. For example, paddle close to the shore if you are inexperienced.
Call 112.
Call Richard Öhman on 070-7563326 and [email protected]
Refer all media to Richard Öhman. Do not answer any media questions.
No. The kayaks are stable and suitable for beginners as well as more experienced paddlers. A life vest is included with each kayak and must be used. You should not paddle alone, and you should adapt to the weather and your skill level. For example, paddle close to shore if you are inexperienced.
If an accident occurs at your station and you are contacted by the media, it is important to refer them to Point65, Richard Öhman. Richard’s mobile number is +46(0)70 756 33 26. Keep the conversation as short as possible. Do not take the bait to say anything, and firmly redirect them:
“That’s something you’ll need to take up with Richard.”
“Sorry, you’ll need to speak to Richard about that.”
We are happy to hear! please contact us by email/form or send in your suggestion via our suggestion box
While we might not be able to incorporate your idea straight away, we promise that we do look at it and all other feedback from operators and end clients each year and try to fit as much as we can into our future roadmap. Some things are easy, others take time or have implications.
Please consult your operator agreement, and reach out to [email protected] if you have questions. We have also gathered some useful information here.
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