Small Fish Big Ocean

Helping specialist tour operators and activity providers with travel ecommerce

Tao Tao
  • Male
  • Zurich
  • Switzerland
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How to deal with (unreasonable) refund requests?
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Started this discussion. Last reply by Nohelia Sanchez Oct 6, 2010.


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Co-Founder at GetYourGuide where I take care of product and customers.

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Denovan Chikona left a comment for Tao Tao
"Our Services Book accommodation, tours, activities, transport, with us. Accommodation We have listed over 130 places to stay in Botswana, Victoria Falls, Zambia,(and soon in Malawi, and Zimbabwe). There are many more and we add them…"
Oct 12, 2014
Tao Tao replied to Alex Bainbridge's discussion AdventureLink - anyone use that?
""My personal view is that distributed transactions are much harder in adventure travel as both the supplier and the end consumer want to talk to each other prior to booking." Agreed. If customers already have the constant urge to ask…"
Oct 1, 2010
Tao Tao replied to Tao Tao's discussion How to deal with (unreasonable) refund requests?
"Hi Murray, thanks for your extensive thoughts. Lots of good inputs to work into our customer care routine. Thanks, Tao"
Sep 6, 2010
Tao Tao posted a discussion

How to deal with (unreasonable) refund requests?

Lately we often have the case that customers are unsatisfied with part of the service (e.g. the guide came a bit later or they couldn't find the meeting point right away) and then demand a heavy partial refund.In most cases such claims are utterly unreasonable, such as demanding a 50% refund because of a 1 hour delay for a full day bus tour for 20 people, but at the same time we don't want to lose a potential repeat customer.Any suggestions or best practices on how to deal with such cases?PS:…See More
Sep 3, 2010

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At 10:14 on October 12, 2014, Denovan Chikona said…

Our Services

Book accommodation, tours, activities, transport, with us.


We have listed over 130 places to stay in BotswanaVictoria FallsZambia,(and soon in Malawi, and Zimbabwe). There are many more and we add them to our directory only once we have approved their quality. We have visited every lodge, hotel and campsite in our directory and only list those that match our standards for quality, value for money, and the overall experience.

Car Hire

While you may earn bonus points by arranging car hire from home there are many advantages to booking locally:

  • We have negotiated excellent rates from reputable international car hire companies that we can pass on to you.
  • We have good terms with several specialist car hire companies that offer quality sedans and 4x4 vehicles.
  • We can advise and book the most appropriate vehicle for your itinerary
  • Local car hire companies offer full camping equipment

The wear and tear on vehicles has forced car hire companies to adopt severe insurance penalties. We can advise and arrange for the most suitable waivers depending on your plans.

Tours and Safaris

The difference between a tour and a safari in our part of the world is largely semantic. A useful distinction is that safaris are mostly have a significant element of game viewing whereas tours can include photographic, scenic, historical, cultural and specialised aspects of the natural world.

For years we have been arranging and leading tours and safaris throughout Zimbabwe and into the neighbouring countries of Botswana, Malawi, Zambia and Tanzania. The tours we have listed are the tried and tested favourites. We always adjust them to suit each client's needs and in effect, no two tours are ever the same.

With most of our tours and safaris you have the choice of guided, self-drive, fly-in or any combination of the three. The choice will depend on your time, budget and personal preferences.

Guided Camping Tours

As well as visiting the popular attractions, our guided camping safaris offer luxury camping in remote and isolated locations.

We have our own fleet of off-road safari vehicles that have been custom-fitted for better views and more storage space.

The camps have dome tents with mattresses, duvets, pillows and side tables; bush toilets; hot bucket showers; a fridge with ice and water; and all meals are prepared from fresh ingredients. The camps are fully serviced and you don't have to lift a finger - just put your feet up and enjoy the campfire ambience.


Every destination and every lodge has several must-do, must-see activities. Most are included in the accommodation price, some are extras. We have compiled a list of those extra activities and have negotiated excellent rates with the operators, which we always pass on to our clients.

We are not, however, a registered activity-booking office and can only make activity bookings as part of your existing itinerary.

Flights and Transfers

Your inbound return flight should always be booked from your home country. Thereafter, we will make all local and regional flight bookings for you. We also arrange for transfers to and from airports and landing strips so your travel is as smooth as it should be.

About Our Prices

We have tried to give an indication of prices from the lowest to the highest US$. Final prices are subject to the current exchange rate at the time of quoting. In

At 1:48 on August 16, 2008, Ghale Treks said…
Hi nice to meet you and Greetings from Himalaya Nepal!



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