Service Standards

BOAT OWNER SERVICE STANDARDS

viravira.co provides its service quality through legal contracts (Terms of Use Agreement, Distance Sales Agreement, and Money Transfer Agreement), Penal Terms, commenting and scoring feature, and Boat Owner Service Standards. Boat Owner Service Standards are suggestions and are not subject to any legal or penal sanctions. However, please note that if you compromise these standards, this will negatively affect user comments and the number of booking requests you will receive in the future.

Onboarding Process

Accuracy and Completeness of Information

As a Boat Owner, when you become a partner of viravira.co, you must fill in your profile and boat information. Your profile information must be filled in on behalf of the person or legal entity that has the exclusive operating rights of the boat. In addition to profile information, you must enter the technical specifications of the boats you will list on viravira.co and upload their photos. Providing as much information about the boat as possible will both facilitate the guests' decision-making process and prevent possible conflict. As the boat owner, you are responsible for the accuracy of the information provided.

Verification Documents and Aggrement

During the boat verification process, viravira.co requires some documents from the boat owners, such as the boat's insurance policy. These documents must be submitted before receiving a booking. In addition, you must have signed the Money Transfer Agreement so that the booking fee can be transferred to you.

Keeping Availability, Profile, and Listing Information Up to Date

In case of changes in profile and listing details, you must update this information through your account or report this to the merchant team. If the listing and profile information is not up to date, there may be problems during the booking process.

Keeping the calendars for the listings up to date is important for a frictionless booking process. For sales made outside the platform, the relevant dates must be closed in the calendar. Otherwise, more than one booking may be taken within the same date range and penal sanctions may apply. If you receive a booking request for the available dates on the calendar but reject this request, your merchant score calculated by viravira.co will decrease and you will be ranked lower in the search results.

Price Policy and Up-to-Date Prices

viravira.co does not allow you to change the price for a booking request that has been received. Current prices are very important for consumer confidence and customer experience. Therefore, viravira.co recommends that you keep your prices up to date. Thanks to the flexible price module of viravira.co, you can enter seasonal prices and separate high and low season prices. In order to accept early booking requests, the prices of the following season should be entered into the system as early as possible. viravira.co acknowledges that all list prices and other price components are up to date at all times.

viravira.co recommends boat owners to examine the prices of similar boats on the platform while determining their prices. In addition, after each booking, guests evaluate the boat owners on 4 different criteria. One of these criteria is price/performance. If you get a low score on this criterion, you can consider revising your price.

Booking Process

Timely Responses to Requests and Messages

It is important for you to respond quickly to incoming guest requests and messages in terms of customer satisfaction and a high member merchant score. viravira.co recommends that you respond to guest requests and messages preferably within 1 hour. Response time should not exceed 24 hours in any circumstances. If you provide a fast response to requests and messages, you will ensure trust in your guests, and your chances of getting a high user rating increase.

Avoiding Cancellations

viravira.co recommends that a confirmed booking not be canceled by the boat owner, except for force majeure reasons. Do not forget that your guest will be in a difficult situation in case of a possible cancellation. Your guest may have to bear certain costs due to flight, hotel, and transfer reservations prior to travel and may incur financial losses due to possible cancellations.

In case of 2 or more cancellations in the same season, penalties will apply. For more information, you can visit the Penal Terms section.

Pre-Check-in Process

First Phone Call with the Guest

At the end of the free cancellation period, the contact information of the guest and the boat owner is shared mutually. Calling your guest after the contact information has been shared will help you to leave a good impression on your guest before the trip.

Priority in Communication

If your guest contacts you after the contact information has been shared, providing a quick response will allow you to leave a good first impression. It is recommended that guests who have made a booking should be prioritized regarding communication. Preferably, in such communications, during working hours, you should contact your guest no later than 1 hour after the initial contact.

Location and Transportation Information

Your guest can ask for information and support about the location of the boat and how to reach this location before the trip. Even if your guest does not raise this issue, it is recommended that you ask if they are asking for help. For transportation requests, you can assist your guest free of charge or provide an extra service. Especially for guests from abroad, you are advised to be more sensitive about transportation-related issues.

Route and Cruise Plan

Before the trip, it is recommended that you call your guest to inform them about route alternatives and learn your guest's route preference. Talking about the route and cruise plan during check-in for the first time or insisting on a certain route will create dissatisfaction and mistrust among the guests. It is important that this issue is agreed upon before check-in. During the trip, information should be given on a map about the areas to be visited the next day, how much time will be spent there, where the lunch and dinner will be served, what kind of activities can be done in places to go, where to anchor at night. In case of a change in the route and cruise plan agreed upon due to weather conditions or other reasons, guests should be informed in detail and the reasons for this change should be transparently explained.

Information About Meal Options

Before traveling, it is recommended that you contact your guest and inform them about meal preparation and supply of food provision options. Your renter may ask you to supply the food provisions. If you are providing this kind of service, you should share the recommended food provision list with your guest and make the shopping considering the feedback provided, if any. While preparing the food provision list, it is recommended that unnecessary products and items to be used limited during the trip, such as hygiene products, consumables, and spices, should not be added to the list. Cost of these products should be covered in the rental price. In addition, the information that the cost of the crew's food provision must be borne by the guests should be shared, especially with the first-time renters.

Information About Extras

Before the trip, information about mandatory and optional extras should be provided and necessary preparations should be made in line with the preferences of the guests. Mandatory extras should be added to the list price whenever possible to ensure transparency in pricing.

Special Conditions (Pet, vegetarian menu etc.)

Before the trip, we recommend that you ask your guests if they have any special needs and/or sensitivities. Some of your guests may request a vegetarian menu or, if you are providing such service, they may want to come to the boat with their pet. Additionally, some of your guests may have seasickness or your guests may have allergies to certain things. Paying attention to such sensitivities is very important for customer satisfaction and will reflect positively on user comments.

Service Process

Captain's Briefing

During check-in, guests should be gathered in one of the common areas on the boat, and the captain must introduce the crew to them, explain the basic safety procedures and what to do in case of emergencies, and provide information about the route and other important issues and introduce the boat. Necessary information should be provided by the captain, including, but not limited to, the use of water sports equipment, smoking, the yacht's special policy for children, local laws/restrictions of the country or regions to be visited while traveling, and the internet usage/charges. If the fuel cost is not included in the rental price, information should be given about the fuel costs.

Valuable Items

Passengers were able to entrust their valuable belongings and cash they would not use to the captain during check-in. The captain of the boat is responsible for keeping these items in a safe place and returning them to guests at check-out. In this process, an agreement should be reached between the guest and the captain regarding the items received and cash. Although it is not mandatory, it is recommended to have a safe on boats by viravira.co.

How to Approach to Guests & Courtesy Rules

It is imperative to be sensitive in dialogue with guests and to comply with general courtesy and moral rules. During travel, guests' personal space must be respected. The crew should avoid alcohol consumption during the journey, in terms of both cruise safety and customer satisfaction. Invitations from guests in this direction should be politely declined. The crew should show the necessary sensitivity about smoking, and smoking should not be allowed in the presence of guests.

Security Procedures to be Applied

All safety procedures that commercial boats must comply with according to the legislation must be known and applied.

Crisis Management

You may encounter various problems during the trip due to, including but not limited to, technical issues, weather conditions, or communication with your guests. In such cases, you should try to solve the problems calmly, if it is not possible to solve the problem during the trip, you should inform your guests transparently. In any case, you should contact the viravira.co team immediately. Safety and customer satisfaction should always be prioritized when faced with an important problem.

First Aid Procedures

During check-in and when necessary, information about first aid procedures should be provided and basic first aid materials required by the legislation on commercial boats should be available onboard. The expiration dates of these materials should be checked regularly.

Hygiene Standards

Cleaning is very effective on customer satisfaction and you are evaluated by your guests on this criterion after the trip. Before check-in, the boat should be cleaned thoroughly, and the boat should be delivered to the guests after this detailed cleaning. In cases where the crew is responsible for cleaning, it is recommended to pay attention to the following issues:

Adequate level of cleaning materials should be provided before the trip.
Cabins should be ventilated every day.
Towels, sheets, duvets, and pillowcases should be changed at least once during the travel. All boat's laundry, including bedding, towels, tablecloths, crew uniforms, etc., should be included in the rental price.
Kitchen, common areas, and shared bathrooms and toilets should be cleaned daily.
Bathrooms and toilets should be checked every day, missing supplies should be replenished, and waste bins emptied.
It should be checked regularly whether the bathroom and sink drains are blocked.
Cabins should be cleaned daily, unless guests have a different preference.

Advanced Provisioning Allowance and Reporting of Accounts

The Captain is responsible for reimbursing the expenses directly against the Renter (or the agency if requested by the Renter) and ensuring that the Advanced Provisioning Allowance (APA) is spent responsibly. The captain is also responsible for payments made by any member of his crew. The captain should monitor the spending and regularly inform guests about the status of the accounts. If necessary, the captain may request additional allowances from the guests during the trip. At the end of the trip, the captain must provide guests with a statement showing the usage of the APA, with all supporting receipts. Unpaid additional costs should be noted in the APA account and a fair amount should be set to cover these costs.

Privacy

The captain and crew are obliged to keep all information about all guests at all times. During and after travel, no information or photos can be shared with third parties without prior written consent.

Post-Service Process

Post-Service Communication and Guest Feedbacks

It is important to communicate with your guests and get feedback after the trip, in terms of both improving yourself and leaving a good impression on your guests. Additionally, you can ask your guest to rate your service and make a review for you on viravira.co. High user ratings and good reviews will significantly increase your chances of getting booking requests in the future.

What to Do in Case of Negative Reviews and Low Ratings

In case of negative reviews and low ratings, it is recommended that you do not enter into a discussion with your guest via phone, e-mail, message, or other communication channels. If you think the comment is unfair, you should inform viravira.co team about the situation. As a result of the investigation to be made, viravira.co will decide whether to publish comment and rating on the website or not. Boat owners have the right to reply to reviews made.