March 2025

Internal Operating Regulations

Vivencias Tropicales is a Virtual Travel Agency and national Tour Operator focused on meeting the needs of residents within the National Territory. Our services cater to various groups, for whom customized tour packages will be designed based on their specific needs.

Company Principles

Mission:

To provide professional guidance to our clients, collaborators, suppliers, communities, and the State through a service committed to the three pillars of sustainability: environmental friendliness, respect for sociocultural values, and economic sustainability for the benefit of all stakeholders involved in the process.

Vision:

To be a competitive and recognized travel agency, offering excellent quality service in harmony with nature, the needs of stakeholders, and the economic benefits of all parties involved.

Values:

• Honesty
• Mutual respect
• Responsibility
• Communication
• Professionalism
• Transparency
• Commitment
• Growth
• Innovation

General Objective:

To offer accessible tourism services to both national and international travelers at an affordable cost, while fostering the economic and social growth of our collaborators, clients, and suppliers.

Specific Objectives:

• Identify groups whose tourism needs are currently unmet, ensuring their satisfaction.
• Determine the specific requirements needed to fulfill these groups’ tourism expectations successfully.
• Identify service providers such as transportation companies, theme parks, restaurants, and hotels that can cater to these groups’ specific needs.
• Promote the establishment of family or community-run tourism businesses that expand service offerings and improve their quality of life.
• Collaborate with public and private sector entities to develop strategies, training programs, and funding opportunities for small tourism enterprises.

Operating Hours

Vivencias Tropicales operates as a Virtual Travel Agency, meaning we do not offer in-person customer service at a physical location. Our services are provided online through our website, email, and telephone support.

However, telephone support is available from 8:00 a.m. to 7:00 p.m., Monday to Saturday. Additionally, we maintain contact with tour guides and clients throughout the duration of each tour.

Reservation and Cancellation Procedure

Purpose:

To outline the methodology for advising, promoting, booking, and selling tourism products and services offered by Vivencias Tropicales S.A., in compliance with customer requirements and the AV 01 sectoral technical standard for travel agency reservations.

1. Definitions

1.1 Tourism Products and Services

The result of coordinated actions by the tourism industry to provide optimal services to users, ensuring the economic valuation of attractions and tourism resources. This includes production, marketing, sales, and service delivery.

1.2 GDS (Global Distribution System)

A reservation system that allows travel providers to distribute their rates and service information across various travel platforms.

1.3 Reservation

A process where a travel agency receives, processes, and confirms a service request, either directly or through a provider.

1.4 Moments of Truth

The critical interaction between a client and the agency, shaping the client’s perception of service quality.

1.5 Itinerary

A structured sequence outlining tourist destinations, dates, locations, and stops during the trip.

1.6 Tourism Plan / Program

A detailed description of a tour package, including itinerary, excursions, rates, validity periods, and all relevant trip details.

1.7 Response Time

The duration from when a customer submits a request to when they receive a response.

2. Scope

This procedure applies to the advising, booking, and sale of the following tourism products and services:

• Domestic and international flight tickets
• Domestic and international hotel bookings
• Domestic and international tour packages
• Cruises
• Domestic and international car rentals
• Excursions
• Medical travel insurance

3. Methodology: Activities & Responsibilities

This structured approach ensures high-quality service while enhancing efficiency in reservations and customer interactions.

id response protocols in a real-life situation.