How to communicate health & safety policies to build customer confidence

Health and safety standards aren’t just a passing trend — they’re what make travelers trust you before they ever click ‘book now.’ Whether you run kayak tours, zipline adventures, or food walks, your customers want to know you’ve taken steps to protect them throughout their journey.

Updating your policies and making them easy to find builds trust and boosts bookings. Here’s how to update your FareHarbor Dashboard and website to showcase your safety practices and give travelers the confidence to book with you.

In this blog, you’ll find links to the FareHarbor Help Center — our exclusive library of how-to articles and walkthroughs designed to help you navigate the Dashboard, customize your setup, and maximize every feature.

Add a health & safety policy to your FareHarbor Dashboard

Don’t make travelers dig for the details. You can reinforce your safety practices at every stage of the booking process by adding a Health & Safety Policy directly in your FareHarbor Dashboard. This message appears during booking, in confirmation emails, and anywhere customers look for reassurance.

In your settings, you can add a general company-wide policy or customize it per item — for example, differentiating between your hiking tours and kayak rentals.

• Learn more about setting up your Health & Safety Policy in our Help Center.
• 24/7 FareHarbor Support can also assist you in setting this up.

Need help getting started? We have created a pre-formatted policy template that you can copy and paste directly into your Dashboard and customize it with information specific to your business. Tailor your Health & Safety Policy to your business as much as possible. More details ensure customers feel comfortable making bookings. 

Pro tip: Think like a customer. Address common questions about contactless check-in, small group sizes, cleaning protocols, and staff training to help your bookers feel informed and safe

Here’s an example of how you can communicate your policies:

“Your health is our top priority. We’ve implemented clear health and safety protocols to protect both guests and team members throughout your experience.

• Stringent cleaning: All shared equipment and high-touch surfaces are disinfected between each use. Hand sanitizer is available throughout the tour.
• Group sizes: We limit group sizes to ensure comfort and personal space.
• Wellness checks: Our team members are trained in safety protocols and receive regular wellness checks. If you’re feeling unwell, we’re happy to help reschedule your booking.”

Update your website to reflect your policies

Customers visiting your website should immediately understand what steps you’re taking to keep them safe and what experiences are currently available to book.

Add a dedicated health & safety page

If you haven’t already, create a clear, scannable page outlining your health and safety practices. Link to this page from your homepage and your main navigation so it’s easy to find.

Include topics such as:

• Equipment cleanliness
• Guest guidelines
• Team safety and training
• Contactless payment and check-in
• Group size and capacity policies
• Flexible cancellation and refund terms

This page should be customized to your operation while still accessible to any new visitor who may be unfamiliar with your brand.

Optimize your messaging with keywords customers search for

When potential customers visit your website, they’re often scanning for quick answers, especially around safety and cleanliness. Travelers are scanning for quick answers — not reading the fine print. Phrases like ‘equipment sanitized after each use’ or ‘private tours available’ get the point across fast and help your site show up in search results.

Make sure your dedicated policy page outlines your safety policies and is clearly labeled with a title like “Health and Safety Guidelines on Our Tours”. This helps both search engines and visitors find what they are looking for. 

Pro tip: You don’t need to guess at trending keywords — just use plain language that directly answers your customers’ most common questions.

Keep everything up to date

Health and safety expectations continue to evolve. When you make updates to your procedures, reflect them on your website and in your FareHarbor Dashboard. Clear, consistent messaging goes a long way toward making your customers feel confident and ready to book.