privacy policy

Frequent Questions

How does Sunway Holidays protect my payment?

At Sunway Holidays, we understand that travelers value financial security when booking their holidays. To ensure peace of mind, we require only a 30% deposit at the time of booking, with the remaining balance due 45 days before travel. We work with trusted local and international partners to guarantee secure transactions and reliable travel services.

Why should I trust Sunway Holidays with my holiday plans?

With over 30 years of experience in the travel industry, Sunway Holidays is built on trust, expertise, and value. Our team of travel specialists provides independent, knowledgeable, and efficient advice to craft personalized holiday experiences at competitive prices. Our flexible approach ensures that your trip is tailored to your needs, and our customer-focused service guarantees a smooth and enjoyable journey.

How can I contact Sunway Holidays?

Our sales and operations teams are based in Sri Lanka, allowing us to provide up-to-date travel advice, competitive pricing, and seamless customer support. We cater to inquiries from around the world and offer convenient ways to connect, including phone consultations and video calls.

For assistance, please contact us via:
📧 Email: info@sunwayholidays.lk
📞 Phone | WhatsApp: +94 777 325 999

How should I prepare before contacting Sunway Holidays?

The more details you provide about your preferences, interests, and travel expectations, the better we can tailor your holiday experience. Whether you already have a clear idea of your trip or need expert guidance, our team is here to help craft the perfect itinerary based on your budget, travel style, and desired experiences.

Is my personal information safe with Sunway Holidays?

Yes, we take data security and privacy very seriously. Payments made through our platform are protected by secure payment gateways to ensure your financial information remains safe.

• We never request credit card details via email.
• Personal information is handled in compliance with our Privacy Policy and shared with third parties only when necessary for travel arrangements.
• We have a strict anti-fraud policy and use secure systems for all transactions.
• Any personal documents containing sensitive information are securely managed and disposed of when no longer needed.

Does Sunway Holidays have a brochure?

Our website serves as our most comprehensive and frequently updated travel guide. Unlike printed brochures, our online platform allows us to provide real-time updates on special offers, seasonal price changes, new accommodations, and exclusive tour packages. We encourage you to explore our website to discover a wide range of luxury stays, adventure tours, cultural experiences, and tailor-made holidays in Sri Lanka and the Maldives.

When is the best time to find low-season holiday deals?

For travelers looking for the best value deals, consider:

• June to early July – Ideal for exploring the East Coast, with great weather and fewer crowds.
• October to early December – A great time for travel to the West and South Coasts, as the monsoon rains are typically brief and occur mostly in the late afternoon or at night.

Avoid peak seasons like Christmas, Easter, and international school holidays, as prices tend to be higher during these periods.

Can I book just part of my holiday with Sunway Holidays?

Absolutely! We offer flexible travel solutions tailored to your needs. While we specialize in full tailor-made holidays, we also assist with:

• Accommodation-only bookings in luxury hotels, boutique resorts, or private villas.
• Airport transfers and transportation services with private chauffeurs.
• Customized short tours for those who prefer a mix of independent travel and expert-guided experiences.

Can I customize a specialist tour to fit my preferences?

Yes! Sunway Holidays offers complete flexibility in designing your holiday. If you wish to make changes to one of our specialist tours, we will be happy to accommodate your requests. Our travel experts will advise you on whether the adjustments are feasible and inform you of any price variations. We do not charge extra fees for customizing itineraries—our goal is to craft a trip that perfectly matches your needs.

When is my holiday booking confirmed?

Your holiday is officially confirmed once we issue a Confirmation of Travel document, which outlines your itinerary and booking details. This is sent after you agree to the final travel plan and accommodations. You will also receive important travel information at this stage. Payment should then be made as per our booking terms and conditions. Until you receive this confirmation, there is no contractual agreement between you and Sunway Holidays.

How can I pay for my holiday?

We offer secure and convenient payment options:

• Credit/Debit Card: We accept all major credit and debit cards through our secure online payment gateway. (A direct payment link will be provided.)
• Bank Transfer: Payments can be made via international bank transfer. Our team will provide the necessary bank details upon request.

If I book a car with a driver, will I be pressured into excursions or shopping trips?

At Sunway Holidays, your comfort and safety are our top priorities. Our drivers adhere to a strict Drivers' Code of Conduct, ensuring they follow your itinerary without unnecessary deviations.

• Your driver may suggest optional excursions or shopping visits, but your decision is always respected.
• If you experience any issues, please contact our Colombo office immediately.
• Additional excursions outside the planned itinerary may require an extra charge.

For more insights, we encourage you to read customer reviews about our drivers' professionalism.

Is Sri Lanka a safe travel destination?

Yes! Sri Lanka is a welcoming and safe destination for tourists. Since the end of the civil conflict in 2009, the country has become a thriving travel hub known for its rich culture, stunning landscapes, and warm hospitality.

• Violent crime is extremely rare, and tourists are generally well-received.
• Hygiene standards in major hotels and restaurants are good.
• Like any travel destination, we recommend taking basic safety precautions, such as safeguarding valuables and being mindful in crowded areas.

Does Sri Lanka have accommodations with open-air bathrooms?

Most hotels and villas in Sri Lanka feature indoor bathrooms, but some boutique resorts and eco-lodges offer open-air showers or partially open bathrooms for a unique tropical experience.

• If you prefer fully enclosed bathrooms, please let your travel consultant know in advance so we can find the right accommodation for you.
• Our website features detailed property descriptions and photos to help you make an informed decision.

What do you advise about money?

The local currency in Sri Lanka is the Sri Lankan Rupee (LKR), which can only be exchanged within the country. We recommend bringing US Dollars (USD), British Pounds (GBP), or Euros (EUR) for exchange.

• The best exchange rates are typically available at bank counters in the airport arrival hall.
• Credit and debit cards are widely accepted in hotels, restaurants, and major shops. However, be cautious about credit card fraud and always use secure payment methods.
• ATMs are available in major cities, but withdrawal fees may apply.
• We do not recommend using Traveller’s Cheques, as they are rarely accepted.

Do I need a visa for Sri Lanka?

Yes, all foreign visitors must obtain a Sri Lanka Electronic Travel Authorization (ETA) before arrival.

• You can apply online at www.eta.gov.lk for a small processing fee.
• Your passport must be valid for at least six months from the date of travel.
• Citizens of Singapore, the Maldives, and the Seychelles are exempt from needing a visa.

For more details, please visit our Visa Information section.

What protection do I have if I need to cancel my holiday?

Our cancellation policy aims to refund all recoverable costs, beyond the minimum cancellation fees stated in our Booking Conditions.

• We handle cancellations fairly and as quickly as possible.
• We strongly recommend purchasing comprehensive travel insurance to cover cancellations due to unforeseen circumstances.
• Full details of cancellation terms can be found in our Booking Conditions.

Why haven’t I received hotel vouchers? Is my booking confirmed?

Sunway Holidays does not issue individual hotel vouchers. Instead:

• Your hotel reservations are confirmed under your Confirmation of Travel document.
• All necessary hotel vouchers are sent directly to the hotels.
• At check-in, simply present your Confirmation of Travel document and passport.

What if people need to contact me in an emergency while I’m in Sri Lanka?

We provide a contact sheet with details for our Sunway Holidays team in Sri Lanka.

• On request, we can also provide hotel contact numbers.
• We advise leaving a copy of your itinerary and contact details with family or friends before departure.
• Local SIM cards are available for purchase upon arrival, and we can also arrange a SIM card in advance if requested.

I have a medical condition that requires special assistance. What should I do?

If you require special assistance on your flight or during your stay, we recommend:

• Consulting your doctor at least one month before travel for medical advice and written documentation.
• Informing us in advance so we can coordinate with airlines, hotels, and ground teams for necessary arrangements.

When will my flight tickets arrive?

E-tickets for your flight will be issued by the airline or our ticketing agent and are usually sent 10 days before departure (or earlier upon request).

• Your tickets will be emailed to you.
• If your email address changes, please notify us immediately.

Do I need to reconfirm my return flight?

If you have booked your flights through Sunway Holidays, our ground team will handle any necessary flight reconfirmations.

• If you booked flights independently, it is your responsibility to check with your airline regarding reconfirmation requirements.

Will I be met at the airport?

Yes! If you have booked airport transfers with Sunway Holidays:

• Our representative will meet you at Bandaranaike International Airport, holding a name board just outside the arrivals hall.
• We provide your driver’s contact details a few days before your trip.
• For an exclusive experience, we can arrange a Silk Route VIP service at an additional cost, allowing you to relax in a private lounge while airport staff handle formalities.

Can I change my itinerary once I am in Sri Lanka?

We understand that travel plans can evolve. If you wish to make changes:

• Contact our Colombo office for assistance.
• While we try to accommodate all requests, some changes may be subject to availability and may incur additional charges.

Can you recommend shopping outlets?

We provide general shopping recommendations but do not endorse specific stores.

• Be aware that some purchases may be subject to taxes, handling fees, or customs duties.
• Our drivers' shopping recommendations are personal opinions, not official endorsements from Sunway Holidays.

What are the meal arrangements at private villas?

At most villas, menus are discussed daily with guests to ensure fresh ingredients are sourced.

• It is essential to check food costs with the villa staff in advance.
• Some villas offer fixed menus with pre-set prices and service charges.

Do all hotels in Sri Lanka have a liquor license?

Not all hotels in Sri Lanka have full liquor licenses.

• Some hotels can only serve beer and wine, while others do not sell alcohol at all.
• If alcohol availability is important to you, please let your travel consultant know in advance.