FAQs
Booking and Reservations
How can I book a trip with Serendiva Tours?
You can book directly through our website using the online inquiry or booking form. Alternatively, reach us by phone, WhatsApp or email, and we’ll assist you personally to plan your trip
Do you offer online booking, phone reservations, or both?
Both options are available. You can book pre-designed packages online or contact us directly for fully tailor-made itineraries
What payment methods are accepted?
We accept major credit and debit cards, international bank transfers and local bank deposits. Payments can be made in LKR, USD, GBP or EUR
Is a deposit required? If so, how much?
Yes, a 50% deposit is required to confirm your booking. The remaining balance is due 14 days before arrival
Can I make changes to my booking?
Yes, changes can be made up to 14 days before arrival, subject to availability and supplier policies
What is your cancellation or refund policy?
Cancellations 30 plus days before arrival are fully refundable, minus transaction fees
Cancellations 15 to 29 days before arrival have a 50% cancellation fee
Cancellations within 14 days of arrival are non-refundable
What happens after booking?
You will receive a confirmation email with your personalized itinerary, travel voucher and important pre-departure information
Pricing and Packages
Are your prices fixed or seasonal?
Prices may vary slightly depending on the travel season and accommodation availability. We always guarantee transparent and competitive rates
Do you offer custom packages or only pre-set ones?
We specialize in tailor-made packages based on your preferences, budget and travel style. Pre-set itineraries are also available for convenience
Are there any hidden costs?
No. All inclusions and exclusions are clearly listed in your package quote. Optional excursions or personal expenses are stated upfront
Do you offer group discounts, loyalty rewards or early-bird deals?
Yes. Discounts are available for groups of six or more, repeat guests, early bookings and seasonal promotions
Travel Experience
What is included in your travel packages?
Most packages include accommodation, daily breakfast, private transport with a driver-guide, sightseeing tours, entrance tickets if specified, and government taxes
Are flights included?
International flights are not included, but we can assist with recommendations or booking guidance
Do you provide or recommend travel insurance?
We highly recommend comprehensive travel insurance covering health, luggage and cancellations. Trusted providers can be recommended upon request
What level of physical activity is required?
Most tours are relaxed and suitable for all ages. Some nature or adventure tours may involve light hiking or walking
Do you cater to dietary restrictions or accessibility needs?
Absolutely. Please inform us in advance, and we’ll make necessary arrangements
Destinations and Logistics
What are your most popular destinations or experiences?
Highlights include the Cultural Triangle, Ella and Nuwara Eliya tea trails, Yala and Minneriya safaris, Galle Fort heritage tours and south coast wellness escapes
Do you assist with visas or travel documents?
We provide guidance on visa requirements and can supply invitation letters if needed. Travelers are responsible for obtaining visas
What should travelers pack?
Essentials include light cotton clothing, a hat, sunscreen, comfortable shoes and swimwear. A light jacket is recommended for the hill country
Do you provide local guides or tour leaders?
Yes, all tours include English-speaking driver-guides. Multilingual guides such as French, German or Russian are available on request
Safety and Support
What safety measures are in place?
We work only with licensed hotels, transporters and guides. Vehicles are regularly sanitized and insured, and our team monitors safety updates daily
Is local support available during trips?
Yes, guests receive a 24/7 emergency hotline to reach our on-ground operations team at any time
How do you handle unexpected events such as flight delays, illness or bad weather?
We provide flexible rescheduling, coordinate medical or logistical support and ensure minimal disruption to your trip
Before and After Travel
How far in advance should I book?
We recommend booking at least 6 to 8 weeks in advance, especially during high season (December to April, July to August)
Do you provide pre-departure information?
Yes, confirmed guests receive a pre-departure pack with travel tips, local insights and packing checklists
Do you offer post-travel support?
Yes, we collect guest feedback, offer loyalty discounts for returning travelers and welcome referrals
General Questions
What makes Serendiva Tours different?
We’re a boutique DMC focused on authentic Sri Lankan experiences, blending local expertise, personalized service and sustainable tourism. Every journey is handcrafted to reflect the true essence of Sri Lanka
How can I contact you with additional questions?
You can reach us anytime via email, WhatsApp or the contact form on our website. We aim to respond within 24 hours