Frequently Asked Questions

You can make a booking through our website by following these simple steps:

1. Browse our packages and select your preferred tour
2. Click "Book Now" and select your travel date
3. Enter your personal details and number of participants
4. Proceed to payment (50% deposit required)
5. Receive confirmation email with your booking number

You can also book by phone at +6012-345-6789 or email us at bookings@pulausongsong.my

We recommend booking at least 2-4 weeks in advance, especially during peak seasons (December-February, June-August, and public holidays). This ensures availability and gives you the best selection of dates.

Last-minute bookings (within 48 hours) are subject to availability and may require full payment at the time of booking.

Yes, we accommodate groups of all sizes! For groups of 10 or more, please contact us directly for special rates and customized packages. Group bookings may require a larger deposit and have different cancellation terms.

Contact our group sales team at groups@pulausongsong.my for assistance.

We accept the following payment methods:

• Credit/Debit Cards: Visa, Mastercard, American Express
• Online Banking: FPX (Maybank2u, CIMB Clicks, etc.)
• Bank Transfer: Direct transfer to our company account
• Cash: On the day of tour (for local customers only)

All online payments are processed securely through our payment gateway.

A 50% deposit is required to confirm your booking. The remaining balance is due 30 days before your tour date. For bookings made within 30 days of travel, full payment is required at the time of booking.

Deposits are non-refundable but can be transferred to another date (subject to availability) if cancellation is made at least 14 days in advance.

Yes, all prices shown on our website include 6% SST (Service Tax) unless otherwise stated. There are no hidden fees or charges. The price you see is the price you pay.

Our cancellation policy is as follows:

• 30+ days before departure: 100% refund (minus processing fees)
• 15-29 days before departure: 75% refund
• 7-14 days before departure: 50% refund
• 3-6 days before departure: 25% refund
• 48 hours or less: No refund

For full details, please see our Cancellation Policy page.

Yes, you can reschedule your booking subject to availability:

• Free rescheduling up to 14 days before departure
• 7-13 days before departure: RM 50 administrative fee
• Less than 7 days: Treated as cancellation and rebooking

To reschedule, please contact us with your booking number and preferred new dates.

If we need to cancel your tour due to weather conditions, insufficient participants, or any other reason, you will receive:

• 100% refund of all payments made, or
• Option to reschedule to another date (subject to availability)

We will notify you as early as possible and work with you to find the best solution.

We recommend bringing:

• Sunscreen and hat
• Swimwear and towel
• Extra change of clothes
• Water shoes (optional)
• Camera
• Cash for personal expenses

We provide snorkeling equipment, life jackets, and drinking water.

Yes, most of our tours are family-friendly. Children of all ages are welcome, but please note:

• Children under 3 years: Free of charge
• Children 3-11 years: Child rates apply
• Children 12+ years: Adult rates apply

Life jackets are available for all ages. Parents are responsible for their children at all times.

No experience is necessary! Our guides provide instructions and assistance for beginners. We have calm, shallow areas perfect for first-time snorkelers. Life jackets are available for those who prefer extra buoyancy.

Your safety is our priority. If weather conditions are unsafe:

• We will contact you to reschedule or cancel
• Full refund if cancellation is our decision
• Option to proceed with modified itinerary if conditions allow

We monitor weather closely and make decisions as early as possible.

Yes, all our packages include boat transportation from Jeti Yan to Pulau Songsong and between islands. Pickup from your hotel in Yan is available for an additional fee. Please contact us for details.

Most full-day packages include lunch (Malaysian cuisine with seafood options). Half-day tours include light refreshments and fruit. Vegetarian and special dietary requirements can be accommodated with advance notice.

Yes, we offer private tours for families, couples, or groups who prefer a more exclusive experience. Private tours can be customized to your preferences. Please contact us for pricing and availability.