SreesTours is a tour operator and we plan memorable holidays for our customers. Our terms of service are based on what we provide to our customers. We would like to inform you about what we provide and not provide.
- We help our client to plan a memorable, customized, multi-day private tour. Our services include customized travel planning, hotel booking, taxi service, houseboat booking and booking of activities conducted by both private and govt agencies or entry in certain places where an advance booking.
- Day tour from Kochi and Trivandrum to different sightseeing locations, which include transportation and sightseeing.
- Shore excursion from Kochi.
- We provide houseboat booking for our customers.
- What we are not providing is “only taxi service or transportation from one place to another place for a tour”.
Holiday Information:
Once a customer contacts us through website/WhatsApp chat/call, we assigned this information to our tour executive, who in turn take all the details from the client and prepare a customized tour itinerary which inclusive of daily schedule, hotel name, room category, transportation, activities and total cost according to different hotel options. We provide this free of cost and finalize it according to the client’s choice.
Booking Procedure:
- Once a customized tour plan is prepared with the consent of the customer, we check whether these services are available.
- Once we are sure that these services are available, we provisionally block this service and send a confirmation to the customer, along with an invoice for advance payment.
- The invoice clearly mentions the period, total cost, advance payment required and cancellation and refund policy.
- We used to collect between a minimum 25% up to 50% advance payment, depending on the type of hotel, to confirm this booking.
- Once we receive the advance payment, we issue a hotel confirmation voucher to the customer.
- Before the tour started, we used to collect arrival flight/train details for a smooth pick-up.
- 24hrs prior client arrival or pick-up date, we used to send driver and vehicle details by WhatsApp message or email for a smooth reception.
- We collect the balance payment on arrival or on the day of commencement of the tour.
Online Payments:
All online payments paid against any products booked through www.sreestours.com site is secure. For all international payments, stripe.com is the service provider and we do not ask or store credit card details of any clients. Please read more about our payment options.
Customer Service During the Trip:
Once an enquiry request is received by SreesTours, the same is assigned to an executive, who in turn is responsible for tour planning and execution. He is available to the client all along till the end of the tour. The owner of Sreestours is also available for a call in case of any requirement. In Summary, we do not have a call centre, but the executive and the owner are always in touch with the customer till the tour is over.
Flight and Train Booking:
We provide this service to those customers who book a tour and service with us. We are not providing flight/train ticket booking separately to customers.
Transportation:
We give clear information about the taxi which is included in the tour offered to the client. Below are the details of transportation services offered.
- Our driver and car are available from 7 am till 6 pm. In case a taxi is used after 6pm or for an early morning pick up, there will not be any additional charges (2 hrs plus minus).
- Breakdown during the tour. In case the taxi offered got an accident or breakdown, we arrange another similar taxi as quickly as possible. There may be a little bit of delay needed by the client.
- Taxi can be used only as per the customized programm given to the client. In case, if the taxi is used to visit places which are not mentioned in the itinerary will be charged extra on actuals.
- If the client is demanding to visit a sightseeing place which is already been visited during the trip, this will add to extra km charges.
- Pick up before 5 am or drop off after 9 pm will cost additional charges.
- Consuming food and using liquor in the car is strictly banned.
Hotel Booking:
We give clear details of hotels and room category, before we take an advance from the client for the booking. Below are the services we offered against hotel booking.
- Before we take an advance for the trip, we give all the details about the hotel and room category booked for the client. Upon reaching the hotel, if the client finds this hotel or resort is not ok, we may not be able to change or cancel the hotel booking. Any changes in the hotel need to be paid by the client.
- In case there is a complaint in the hotel about the room, we will try to change the room within the hotel.
- Check-in and check-out time – Most of the hotels check in at 12 pm and check out is at 11 am. Some of the 5-star hotels check-in is at 2 pm and check-out is at 10 am. If the client needs an early check-in or delayed checkout, it is at the discretion of hotel management.
Complaint and Redressal:
During the tour, if the client has a complaint, the matter should be brought to the executive concerned who booked the tour. Our concerned executive is always in touch with the client. If any discomfort, it should be notified immediately so that we can rectify or correct so that client had a memorable tour by Sreestours.
- Driver complaint. If we receive a complaint with regards to misbehave by the driver, we usually change the driver.
- If the taxi breaks down during the trip, we will make alternative arrangements as early as possible without any additional charges.
- Hotel complaints. If the AC is not working, the room is not clean or any complaint related to the hotel is handled effectively. We used to request the hotel to change the room if available.
Cancellation and Refund:
We have a separate page for cancellation and refund. Please read this carefully.