Over 95% of trip request sent by travelers to Heroes are accepted by their first choice, but in some rare cases, a Hero will decline to accept if they don't feel they have adequate time or information, or if they feel they are not a good fit for the traveler. To avoid the possibility of a Hero declining a request, travelers can message a Hero prior to submitting their request to provide the Hero with details about their planning needs.
Once traveler and Hero are messaging, the Hero can let the traveler know if they will be available and direct the traveler to submit the request. If the Hero cannot accept the traveler's request, they may be able to recommend another Hero, or the traveler can browse other Heroes on the ViaHero site and continue messaging until they find Hero who can accept their request. There is no limit to the number of messages a traveler can send before submitting a request.