Service Delivery Policy

Our commitment to exceptional tourism services in Sri Lanka.

1. Scope of Services

Asia Getaways provides a wide range of inbound tourism services, including but not limited to:

  • Curated tour packages across Sri Lanka (cultural, wildlife, adventure, and leisure).
  • Hotel, villa, and resort reservations.
  • Airport transfers and local transportation arrangements.
  • Guided tours, safaris, excursions, and activity bookings.
  • Customized itineraries tailored to client needs.
  • Add-on services such as photography, videography, and special experiences.

2. Service Standards

We are committed to maintaining consistent service standards across all operations. Our key standards include:

  • Reliability: Ensuring that all confirmed bookings (transport, accommodation, activities) are delivered as promised.
  • Punctuality: Adhering to agreed pickup, transfer, and activity times, with reasonable allowances for traffic or unforeseen delays.
  • Safety: Partnering only with licensed and accredited hotels, drivers, and guides to ensure the safety and comfort of our clients.
  • Quality: Selecting trusted suppliers and service providers who uphold industry best practices.
  • Communication: Keeping clients informed at all stages of their journey with timely updates, confirmations, and assistance.

3. Booking & Confirmation Process

All services are confirmed in writing via email or official invoices.

A booking is considered valid only after the required advance payment has been received.

Clients will receive detailed itineraries, contact information, and service vouchers prior to travel.

Last-minute bookings are subject to availability and may require immediate payment in full.

4. Delivery Timelines

Standard Bookings: Confirmation will be provided within 48 hours of receiving payment.

Urgent Bookings: Requests made within 72 hours of the travel date will be prioritized, subject to availability.

Add-On Services: Special requests such as photography, videography, or private excursions must be confirmed at least 7 days in advance.

5. Roles & Responsibilities

Asia Getaways’ Responsibilities:

  • Deliver services as per confirmed itineraries and agreements.
  • Coordinate with third-party providers to ensure smooth operations.
  • Provide 24/7 customer assistance during the client’s stay in Sri Lanka.
  • Maintain professional handling of complaints and disputes.

Client Responsibilities:

  • Provide accurate personal and travel information at the time of booking.
  • Ensure possession of valid travel documents (passport, visa, insurance).
  • Arrive on time for scheduled transfers, tours, and activities.
  • Comply with local laws, cultural norms, and safety guidelines.

6. Service Limitations

While Asia Getaways strives for flawless execution, some circumstances may affect service delivery:

  • Delays or cancellations caused by third-party providers (airlines, hotels, activity operators).
  • Force majeure events such as natural disasters, pandemics, strikes, or political unrest.
  • Situations beyond our reasonable control (e.g., traffic delays, weather conditions).

In such cases, we will make every effort to provide suitable alternatives or rescheduling options.

7. Monitoring & Customer Support

A dedicated travel consultant will be assigned to each client to ensure smooth service delivery.

We provide 24/7 emergency contact numbers for assistance during the trip.

Customer feedback is actively collected to improve future service standards.

8. Complaints & Dispute Resolution

Any service-related issues should be reported immediately to our support team during the trip, so corrective action can be taken.

Formal complaints must be submitted in writing within 7 days of tour completion.

Asia Getaways will investigate all complaints fairly and provide a resolution within 14 working days.

9. Continuous Improvement

Asia Getaways regularly reviews service delivery processes and supplier partnerships to:

  • Maintain quality standards.
  • Ensure compliance with Sri Lankan tourism regulations.
  • Incorporate client feedback into service improvements.

10. Contact Information

For inquiries, service requests, or assistance, please contact:

Asia Getaways Pvt Ltd
Colombo, Sri Lanka
📧 Email: support@asiagetaways.com
📞 Phone: +94 070 160 6306