Operational Q&A
Frequently asked questions about bookings, services, policies, and operations.
1. Booking Opening Window
Q: Should booking remain open anytime, or be time-limited? If limited, what are the exact rules?
A: Bookings are open anytime, with no time limit. Guests can make bookings every day, any time of the year.
2. Sunset Cruise Scope
Q: Is the Sunset Cruise included under Whale Watching or treated as a separate service?
A: It is treated as a separate service, not included under Whale Watching.
3. Fishing Service
Q: Should the Fishing service be included, and what are its operational details?
A: Yes, Fishing Tours are included.
- Guided by skilled Sri Lankan fishermen.
- Two standard rods included; extra equipment available at additional cost.
- Methods: Long line and DFC (daytime only, no night fishing).
- Target species: Malert, Tuna, Yellowfin Tuna, Mahi Mahi, Barracuda, Seer Fish, Sailfish.
- Suitable for beginners, families, and experienced anglers.
- Passenger information is required to ensure safety and compliance.
4. Trips/Day & Time Slots
Q: How many trips per day and what time slots are assigned for each location and service?
A: Already provided in detail (e.g., Whale Watching 6:30 AM, Sunset Cruise 4:00 PM – 6:30 PM, etc.).
5. Per-Trip Boat Mapping
Q: Does each trip always have a dedicated boat assigned?
A: No, it depends on the boat type and operational planning.
6. Translator Fees & Cancellation Policy
Q: What are the translator fees, booking flow, and cancellation/refund policy (especially in relation to the 30% rule)?
A: No translator fee is charged.
Cancellation & Refund Policy:
- Full Payment Cancellation:
- If the full amount has been paid and the booking is canceled, 70% of the payment will be refunded.
- Bank charges and currency exchange differences will be deducted.
- High Season (Dec–Mar):
- Cancellations made 15+ days before the scheduled trip → allowed without penalty (reservation fee remains non-refundable).
- Cancellations made less than 15 days before departure → loss of booking fee + possible additional penalties.
- Low Season:
- Cancellations made 5+ days before the trip → allowed without penalty (reservation fee remains non-refundable).
- Cancellations made within 5 days → additional fees depending on circumstances.
Weather & Safety:
- All tours may be rescheduled if sea/weather conditions are unsafe.
- Alternative activities (yoga, theory lessons, land experiences) may be offered.
- Guests will be notified in advance, and rescheduling assistance will be provided.
7. Child Policy
Q: What is the child policy (age brackets, pricing, documentation, safety requirements)?
- No specific age limit.
- Parents/guardians take full responsibility.
- Life jackets are provided according to age and size.
8. Documents Required
Q: For group bookings, are IDs required for all passengers or only the lead passenger?
A: IDs are required for all passengers.
9. Surfing Coaches
Q: For surfing coaches, what is the coach-to-guest ratio, number of sessions per day, and private coach option/pricing?
A: Surfing, yoga, and jet ski operational/pricing details will be shared later.
10. Jet Ski Deposit
Q: Is a refundable safety deposit required for jet ski rentals, and what are the terms & conditions?
A: Details on jet ski deposits and terms will be shared later.
11. Meal Plans & Menu
Q: What meal plans and menus are included, and what are the extras pricing and dietary options?
A:
- Light breakfast and snacks (fruits, bottled water) are included at no extra cost.
- Customizable meals are available on request and are chargeable (pricing details will be shared later).
- Dietary requests and celebratory meals can be arranged with advance notice.
12. Cancellation & Reschedule Policy
Q: What is the cancellation and reschedule policy (customer-initiated vs. company-initiated), including refund rules and communication timelines?
A: Already provided in detail under Question 6 (covers high/low season rules, refund %, and weather-related reschedules).
13. Onsite Booking Records
Q: Should onsite/phone bookings capture customer details in the system?
A: Yes, onsite and phone bookings should capture full customer details into the booking system.
14. Boat Availability per Location
Q: How is boat availability managed per location, and what are the operational rules?
A: Boat availability depends on bookings and seating per boat. The system should calculate availability automatically and display it in the Super Admin Panel.
