Frequently Asked Questions
Where are you located?
Our dive center is located in Tonsai Bay on Phi Phi Island in Krabi, Thailand.
Do you offer tours from Krabi or Phuket?
Unfortunately no. Since our dive center is located on Phi Phi Island we can only offer trips to guests that are staying on Phi Phi Island.
What are your opening times?
Our office hours are from 0700 a.m. to 2200 p.m 7 days per week.
How can we find you?
We are within 10 minutes walk of most resorts in the Tonsai area. At the bottom of each page of this website there is a link to a map of our location that you can download and print off.
Did you know that we are recommended by the Lonely Planet as "our favorite dive center on Phi Phi Island is..."
How can I make a reservation in advance for a dive course, dive trip or snorkeling trip?
We take bookings in a number of ways
Can I book by telephone or by email?
Unfortunately no. We do not accept any bookings or reservation without a minimum 10% deposit.
Can I just walk-in and book a tour and then go out on it?
Our tours are scheduled to leave at certain times. Tours that are leaving in the morning need to be booked at least the day before so that we can prepare the equipment and staff. It is possible, sometimes, to book a trip in the morning that is going out in the afternoon. All booking acceptances are subject to our maximum limits
Is it possible that you may be full?
Since we offer tours where we accept only small groups per staff member, it means we are restricted to the amount of staff we have and therefore we are often full. It is advisable to book in advance if you are sure of the dates. We try to absorb the risk of our guests by requiring only a 10% deposit to reserve a place in the tour.
How many persons do you accept on a snorkeling trip?
For mixed groups we only allow 6 persons per snorkeling group
What if we are group of more than 10 persons
For larger private groups we shall provide a private program, just for your group. We are able to cater for group sizes
If I do a morning tour can I still catch the ferry back to the mainland?
Any of our morning dive trips or morning snorkeling trips will return to base with plenty of time for you to catch the ferries returning to the mainland.
If I arrive on the morning ferry from the mainland can I still do the afternoon trips?
The morning ferries arrive at 1100 a.m. so it is possible to do either our afternoon snorkeling or diving trips.
What time does the Phi Phi Ley tour start?
We offer two trips per day: 0730 and 1400
I have never snorkeled before?
We have taken hundreds of first timers on our trips. The benefit is that we give our guests a full briefing on how to snorkel properly. This is usually unheard of on snorkeling trips. Most snorkeling trips, you'll be thrown a mask and told "get in here".
Is snorkeling difficult?
No, it is very easy. With a simple explanation of the techniques used you can go from zero to hero in no time.
What is the youngest persons that can do snorkeling? We take children as young as 5 years of age as long as they have done a little bit of snorkeling before.
I can't swim, does that matter?
It only matters to know so that we give you the appropriate floatation and briefing which is suitable for you. The wetsuit we give helps you to float but the life jacket will make it impossible to sink. Most importantly is the fact that our guides will take care of you personally while you in the water. You will find that snorkeling is very easy and you will surprise even yourself.
We have had numerous people that could not swim, come back from our trip, and say that it was the best thing they ever did. For us it is a pleasure to know that we can offer the opportunity to do something as amazing as this, to people that thought they would never be able to try.
Why do you only take 6 persons?
Small groups means better supervision, more personal experience between the guests and the staff, reduced environmental impact and in the case of the sharks and other marine life, less likely to disturb them. Less people, more fish.
What if I sleep in and don't make it to the trip in time?
Unfortunately due to our maximum of 6 persons per group we are usually turning guests away and therefore we do not give any refund or transfer the service to another date, if guest do not show or cancel less than 24 hours prior to the trip date
What if the weather turns bad, before we leave base?
In the event of a cancellation due to bad weather conditions we shall give a full refund as long as the trip has not left the base aboard the boat
What if the weather turns bad while we are out at sea?
If the weather turns bad after the trip has already started, and the conditions mean that we can no longer offer the programmed tour, we shall try to offer an alternative option or return to base. In either case we do not offer any refund.
What kind of boat do you use?
We use traditional wooden longtail boats.
Do I need to use the wetsuit, even if I do not feel the cold?
For the Shark Watch the wetsuit is mandatory as this will allow you to float without making any movement. However for the other snorkeling trips it is highly recommended for a number of reasons:
How long are the trips?
Our trips are between 3-4 hours. We do not offer whole day tours.
How many persons do you accept on a dive trip?
For mixed groups we accept a maximum of 4 persons per dive group
How many persons do you accept on a dive course?
For mixed groups we accept a maximum of 4 persons per dive course
How many persons do you accept on a Discover Scuba Diver Program?
For mixed groups we accept a maximum of 3 persons per DSD Program
What is a Fun Dive?
'Fun dives' is the program that is offered for certified divers only. It is so-called since certified divers have already completed their course and are not required to do any exercises and therefore can just 'Fun Dive'.
Can anybody just Fun Dive?
'No. Fun Dives are for certified divers only.
Does that mean that if I am not a certified diver I can't have fun, diving?
'Not at all. All it means is that we as a dive center must ensure that you are provided the appropriate training prior to diving and make restrictions on the type of dive you do, for example the depth. Non certified divers can only dive to 12 meters during a Discover Scuba Diver Program.
If I am staying in Phuket or Krabi can I join your trips?
Unfortunately not. Our dive center is located on Ko Phi Phi Don and therefore we start and finish all excursions from Ko Phi Phi Don. Due to the schedules of the ferryboats, it is not possible to get from the mainland, complete our dive program and catch the last ferry back to the mainland.
What time does your dive trip start?
All year round we offer dive trips that start between 0730 and 0845 depending upon the season. During Peak and High seasons we also offer an afternoon dive trip that starts at 1300h
If I book on Phi Phi can i just walk-in and then go diving if I have certificate?
Due to the preparation of equipment, food and staff for each trip we require that our divers register and be sized for the diving equipment at least the day before the trip?
What if I book more than one day's diving?
For one or two days the price stays the same. For 3 or more days there is a 10% discount.
What if I have my own dive equipment?
We offer a discount for each item of dive equipment you have as follows:
- Regulator: 200 baht off
- BCD: 200 baht off
- Wetsuit: 100 baht off
- Mask, fins: No discount
- Dive computer: No discount
- Maximum discount for dive equipment per trip: 500 baht
What if I have my own equipment and I book more than one day's diving?
We shall only offer a maximum of 500 baht off per day.
How deep are the dives?
The Phi Phi islands are generally quite shallow dive sites. For Open Water divers the maximum depth is set as 18 meters, however for Advanced Open Water divers we can go to depths of 26 meters approximately. However for the best diving the depth is around 14- 8 meters.
How often do you offer dive courses?
We generally can start courses any day, however if you request a specific language other than English we advise you to book in advance.
How often do you offer courses?
We generally can start courses any day, however if you request a specific language other than English we advise you to book in advance.
What if I am flying after?
It is strongly recommended to leave at least 18 hours between multiple days of diving and flying.
What if I have medical issues?
If you think you may have any medical history that may not be suitable for diving it is important to be cleared by a physician. The PADI medical brochure includes a medical statement and if there are any issues which are answered yes then you will not be allowed to dive until cleared by a physician.
What if I am not a strong swimmer?
Scuba diving does not require a person to be good swimmer. In fact we have introduced diving to many people that could hardly swim at all. However you will be required to perform a 200 meter surface swim and a 10 minute unassisted float.
What if I can't finish the course?
There are a few reasons that a student may not finish the course, such as falling ill, changes in travel plans or other commitment. In which case we shall provide the student with a record of the training they have completed with a Student Referral Form and the course fee will be reduced and charged according to the work completed.
What is a Student Referral Form?
This is a record of the training completed by the student, signed and dated by the initial instructor.
Can I start my course with one company and finish it with another?
As long as you have a Student Referral form that is not older than one year, then you can complete the remaining part of course at another dive center.
How deep can I dive after I have completed the course?
The recommended depth for an Open Water Diver is 18 meters.
How long does the certificate last?
There is no expiration date on a certificate once it has been issued. However it is strongly recommended to do a Scuba Review Program (refresher) if it has been a while since your last dive.
What if can't speak English properly?
We offer instruction, videos, training manuals and exams in a variety of languages, including:
What is an electronic certificate?
We shall input your profile, course details and photo into PADIs online certification process and then provide you with a temporary electronic (printout) of your certificate which is valid for use up to 90 days after issue. Your full diver license card shall be mailed to your address directly from PADI headquarters within 6 weeks
How does the pick up service work from the airport or hotel?
We will send a taxi or minibus to meet you at the reception area of the hotel or the airport. The driver will stand at the exit holding a sign with your name on it. You will introduce yourselves and confirm that you have a booking with The Adventure Club. You do not need to produce a voucher.
How long does it take to get to Rassada Pier?
From the airport it takes 45 minutes.
If I am flying into Phuket what is the latest arrival time I can plan if I wish to catch the last ferry to the Phi Phi Island?
We recommend to guests to book flights that do not arrive later than 1320, since the last ferry leaves Phuket for Phi Phi island at 1430.
How do I get my ferry tickets?
We shall fax your ferry ticket directly to the company that is running the ferry. In the booking confirmation we shall issue you a voucher number for that ferry. When you arrive at the pier your are to go directly to the ferry company ticket desk and quote, you name, our company and the voucher number.
I noticed there was no voucher number for my return ferry tickets on the booking confirmation form?
We shall provide you the hard copy of your return ferry tickets at our dive center
What are the ferry boats like?
The ferryboats are quite large and sturdy, however they are not exactly built for comfort. Fortunately the Koh Phi Phi travel times are not usually more than 2 hours.
There are a few different companies that operate ferries:
- Chao Koh Ferry Group
- Andaman Wavemaster
- Sea Angel
- Phi Phi Cruiser
How long before the departure time should I be there?
Ferries tend to leave on time so try to be at the pier at least 20 minutes before to find a good place to sit.
To check available departure times select the 'departure to' and 'from' fields in our Getting There page.
Do I have to purchase tickets in advance?
It is not necessary to purchase tickets in advance, but it can save you time and money depending where you get your tickets from.
Tickets can be purchased at the following places:
- Directly at the pier on the same day as departure
- Local Travel Agents and Ticket Desks
- The Adventure Club
How do I reserve my hotel room?
Making an online reservation with phi-phi-adventures.com is easy. Just complete contact reservation process making sure that you have given us your e-mail address and a valid credit card. As soon as we receive your request we will contact your chosen hotel to confirm the reservation. It is our policy to reply to all requests within 24 to 48 hours (this time may be longer during high season, weekends, festival periods or special events). Making a reservation through phi-phi-adventures.com requires payment with a credit card. Please read our Deposit and Cancellation policy before making payment.
Do you have rooms available on XXX dates?
Due to our high volume of reservations, our consultants are unable to do individual availability checks for clients. We only perform hotel reservations. To make a booking, you must either fill out our contact form or contact us through our online chat service and provide your credit card details. Then we will check availability with the hotel and revert.
Can I make a reservation directly through the hotel?
The special rates listed are only available through our service. If you would like to make a reservation directly with the hotel you will need to contact them directly.
What if the hotel I have selected has no rate displayed?
You are still able to send us a booking request, although you will be taken through a different process where you are not required to provide any payment details. We will endeavor to respond with a quotation as soon as the available information is received by us. In most cases this is within 24 to 48 hours.
What if the hotel that I selected is not available?
You will be notified via an e-mail (within 24 to 48 hours after placing your order) and you will not be charged. We will do our best to suggest to you an alternative hotel.
What is the latest time that I can make my reservation?
Even if we accept all bookings that are made on the check-in date, we can only guarantee bookings made at least 2-working days (not including Sundays & Public holidays) before the check-in date (if the hotel has not already been fully booked). The earlier you book, the better chance you have to get a confirmed reservation. On short notice bookings, it is your responsibility to check your e-mail prior to arriving at the hotel.
How far ahead can I book? Can I book say 12 months in advance?
You can book 12 months in advance, but please ensure you remember you have made the reservation. Note that your credit card will be charged when we send your Hotel Voucher.
Can I specify my room preferences (preferred floor, non smoking room...)?
The hotel staff will do their best to accommodate special requests. We cannot guarantee that your requests will be granted because they depend only on the hotel availability.
What happens when I make a reservation?
You will receive an automated response e-mail from us, confirming we have received your booking request. You will also receive a SIPS Transaction e-mail from our Bank's secure Gateway which confirms your card details have been verified. You card has NOT been charged at this point. Your reservation will be followed up within a few hours with emails to confirm your booking or suggest to you alternative solutions if the hotel has been fully booked. Your reservation is only confirmed once you have received your Hotel Voucher.
What sort of acknowledgement will I receive when I book a hotel room?
When the booking is confirmed, you will receive your Hotel Voucher and Payment receipt via e-mail and the payment will be processed. You are required to print your Hotel Voucher, to present to the front desk upon check-in. Click here to see a sample Hotel Voucher.
What is a HOTEL VOUCHER?
Once the room is confirmed, we will send you, by email, a Hotel Voucher detailing all the reservation conditions. You are required to print out this voucher to be kept and presented at the time of your check-in. Your voucher will be accompanied by a Payment Receipt for your records. Click here to see a sample Hotel Voucher.
How do I know if my hotel reservation is confirmed?
We will send you a Hotel Voucher + Payment receipt. This email will include the dates and details of your reservation. Note that the Hotel voucher must to be presented at the time of check-in. Click here to see a sample Hotel Voucher.
Do I need to confirm my booking with the hotel directly?
No. The Hotel Voucher printed from the confirmation mail is all you need. Click here to see a sample Hotel Voucher.
How long does it take to get a confirmation?
24 to 48 hours except for special cases (during festival periods, weekends, high season, or special events...). It may sometimes take only a few hours: we are trying our best to get back to you as soon as possible.
What is your cancellation policy for hotel reservations?
If you cancel the reservation:
More than 60 days before check-in: 1 night charge + bank transfer costs
Less than 60 days before check-in: 30% of the total accommodation booking, with a minimum of 1 night charge + bank transfer costs.
Within 24 hours of check-in: no refund.
There is no refund for any unused part of the hotel stay, package or tour purchased No refund for bookings made during a regions 'High Season' (eg. Phi Phi in Thailand offers no refund for bookings made between 1st November to 1st March) If your booking was for only 1 night then the full amount will be charged.
Any policies dictated by the hotel will always supersede those stated here. In such case our Customer Service Advisors will of course inform you clearly and completely. Otherwise, it will follow the cancellation policy. For further information, please refer to our Cancellation Policy.
How about the Credit Cards Refunds?
Please note that refunds will be made in the form of a credit to your card account. All credit card refunds will be processed in a timely manner. The refunds process is dependent on your billing cycle with the credit card company. Once the refund instructions leave our office it can take anywhere from 15-45 working days for the proceeds to arrive in your account. For further information, please refer to our Refund Policy.
Do children receive discounted rates?
The policy regarding child reductions varies from hotel to hotel. Where these discounts apply, they are passed on to you. This can be verified on the hotel booking detail screen where the booking total is confirmed prior to payment being taken.
How much is charged for children staying with their parents?
Usually children under 12 years of age stay for free in their parent's room using the existing bedding. The age requirement differs depending on the specific hotel's policy. This may be listed on the Hotel Information page. The general policy concerning room and breakfast charges for children traveling together with their parents or family is as follows: Children more than 12 years of age: Any child this age is considered an adult by the hotel industry. Normal charges will apply both for the room and breakfast. The child supplements will apply to children between the ages of 2-12 years (unless a different age range is specified). They only apply in twin or double rooms. Child supplements will not be available if the child age is not specified at the time of booking and we will charge for three adults in a triple room if this information is not supplied. Free cots for babies are only suitable for children under 2 years old.
Do hotels have minimum age requirements?
Please be aware that some hotels, foreign and domestic, may have minimum age restrictions or requirements when reserving a room. Please inquire with the hotel directly.
How safe are my credit card details?
For secure online payment, we use the Siam Comercial Bank Gateway which is protected Secure Socket Layers (SSL) to ensure the privacy of the information provided. As an added safety feature your details never leave the bank, we only receive a valid or invalid transaction report. Which confirms we are able to charge your card once we have confirmed your hotel reservation by sending your 'Hotel Voucher'. At no time, are your credit card details transmitted unencrypted over the internet. For further information, please refer to our user agreement.
What do you do with my personal information?
We have the utmost respect for your privacy and security. We never divulge any information to anyone without your consent. Once you enter the reservations system to book a reservation, you are automatically taken into a secure booking engine that guarantees a safe and smooth transaction. We are very confident about the Internet security provided by Secure Sockets Layer protocol (SSL). The security features built into Internet Explorer, Mozilla Firefox, Netscape Navigator, and AOL, protect your Internet communications with: server authentication, privacy using encryption, and data integrity. We take the issues of privacy and security very seriously. For peace of mind, please refer to our extensive user agreement.
Are the rates on your site per person or per room per night?
The quoted room rate is per room per night. The rate will reflect the number of persons you entered on the Search Form. It is for one person if you selected one person and it's for two people if you selected two people.
Are taxes included in the rate?
Yes. Taxes and service charge are included in our special Internet rates.
Are the rates the same for everyone?
Please note that rates quoted are predominantly available for overseas guests and not permitted for local residents and citizens. Therefore, the hotel shall have the right to refuse OR reject the guests upon check-in if the guests are found out to be local residents and may be liable to pay a walk-in rate supplement upon check-in. Please ensure you provide the correct Nationality information on our booking form.
What credit / debit cards are accepted?
We currently accept Visa and Mastercard credit cards via our Online .
My credit card number is correct, but it is not accepted. Why?
There can be a number of reason that your credit card is declined. Here are the most common problems.
The card expiration date precedes the reservation date.
You have reached your credit limit.
You may have accidentally provided incorrect card details.
Please check on the spelling of your name, card number, expiry date security digits.
Visa/MasterCard: the 3-digit number printed on the back of the card.
When will I be charged?
Once we have received your credit card details, we simply check from our bank, in order to guarantee / secure your booking. Until the hotel accepts your booking, no immediate charge is made. We will charge your credit card the amount stipulated only after having supplied you with a Hotel Voucher.
Is there any fee using our booking service?
There is no charge and no fee to use our booking service for room reservations and, in fact, you will usually save a lot of money by booking at our special rates.
I've not received a Hotel Voucher but there seems to be a charge on my credit card, why?
When we receive your credit card information, we block your credit card for the cost of the reservation. This is only to ensure that funds are available if your reservation is confirmed. You are not charged unless and until your reservation is confirmed.
Depending on your card billing cycle this blocked amount may temporarily show on your bill in order to display a correct available balance. However this form of temporary blocked amount is valid for three days (on average) after which time it will disappear if no booking was made. You are not charged unless and until your reservation is confirmed.
What are the different room categories?
Generally hotels tend to place their bedrooms within four different categories:
The actual differences between the bedrooms varies from one hotel to another, with executive being the highest standard of room.
A single room is designed to accommodate one person only. The room contains one single bed or twin bed.
A double room is designed to accommodate two people only. The room contains one queen bed or king size bed or if not available a twin bed.
A twin room is also designed to accommodate two people only. The room contains two single beds or if not available a king size bed.
There are two main types of family rooms, as follows:
A triple room is designed to accommodate three people only. The room will contain either: One queen and one single bed
Three single beds
A quad room is designed to accommodate four people only. The room will contain either:
Two queen beds
One queen and two single beds
Four single beds
Please specify which option you require when sending your reservation form. We can also assist you in seeking accommodation that can accommodate more than four people in a room. Please specify the number of people in your party when completing your reservation request form. Note that all kinds of room category are on request and depend on room availability.
What are the check in and check out times?
Normal policy for hotels displayed on our web site is that check in time is from 2:00 PM (14:00 hrs.) and the check out time before Noon (12:00 hrs.).
Is breakfast included?
Yes, unless stated otherwise, all taxes and breakfast are included in the price. Effectively this means that the room rate quoted is the total price for the room, and taxes or service charge will not be added to your bill.
Do you recommend Travel Insurance?
We strongly recommend that all clients take out comprehensive travel insurance when making a booking.
We recommend that insurance covers loss of deposit and other monies through cancellation, loss or damage to personal baggage and loss of money, medical expenses, and additional expenses to cover hotel accommodation and reparation costs should any services need to be extended or curtailed due to illness or other insurance risk.
Who do I contact if I need help?
You can contact our Customer Service Advisors.
What about the special discounts?
Our Special Internet Rates save you money. Because of the large number of lodging reservations we process, we are able to negotiate special rates with the properties directly. These rates are lower in most cases than the normal rates you could receive by contacting the property simply because of our buying power. To secure your reservation, we require up-front payment with your credit card. This ensures you have a room when you arrive so you are not "bumped" or "overbooked." Booking a room with our Special Internet Rate gives you both savings and security. You can't beat that!
I have completed the booking process but have not received any e-mails from you, what should I do?
It is very important that you let us know if you have a problem. We receive no notification in the unlikely event that our e-mails do not get through. If you have trouble receiving your Inbox Verification E-mail, try the following:
Junk Mail Filter:
Make sure that the Verification E-mail did not get filtered into the junk mail folder of your e-mail application. Make sure that our mails are set in your email recipient safe list. Blocked by ISP:
In some cases e-mails may be accidentally blocked by anti-spam technology used by your Internet Service Provider (ISP). Contact your ISP and ask them if they are blocking e-mail sent by 'phi-phi-adventures.com'.
Make sure that you have typed in the correct e-mail address. If you think you may have input an incorrect address please Contact Us ensuring you provide as much information as possible (Full Name Dates of Travel etc.) and reference number if you made a note of it. It is always a good idea to provide a phone number so we can contact you.
Mail Forwarding: Please make sure that your automatic email forwarding is set correctly if you are already on holiday or route your emails to a different email than provided to us.
What is the difference between a hotel and a resort?
It can be said that all resorts are hotels but when the hotel is located in a popular destination where groups of people congregate to use a common feature accessible from the hotel, then it can often also be called a resort.
A dictionary definition is:
Hotel: noun : A building where travelers can pay for lodging and meals and other services.
Resort: noun : An area where many people go for recreation [syn: vacation spot, holiday resort]
Other examples of common resorts are seaside, mountain, curative-bath, spa, health camp, rest, camping, skiing, sports, winter, lake, summer, gambling, amusement park...
You will generally find more activities offered in resort locations than you would in city locations which is why the majority of city accommodations call themselves hotels. Whereas beach destinations (beach resorts) often refer to themselves as resorts.
However, hotels in resort areas may retain the hotel title as part of a larger group branding strategy. The bottom line is, when choosing where to stay, it is important to base your selection on the merits of its facilities on offer, rather than by its name.
If you have any further concerns, please do not hesitate to Contact Us. Please ensure you provide as much information as possible (Full Name Dates of Travel etc.) and reference number if you made a note of it. It is always a good idea to provide a phone number so we can contact you.
find us here...
125/19, Moo 7, Ampur Aonang,
Muang, Krabi, 83000 Thailand
Mobile: (66) 081 895 1334
Fax: (66) 075 601217