Our standards

How We Operate

We publish our operating standards so you know what to expect before you book, and so you can hold us to them on the trip.

Why this page exists

We have run small-group trips since 2017, and most travellers tell us we get it right. Not all of them. After Grenada Spicemas 2025, two travellers told us publicly that our communication was poor, that parts of the itinerary didn't happen as described, that their accommodation fell short and that the group chat kept them from meeting each other. They were right about the pattern. This page sets out what we do now.

1. Where you stay

We check every property before we sell it: recent guest reviews, a call or visit, and photos of the rooms we book.
We don't use properties that are under construction or renovation.
The hotel for each departure is named on the trip page under Dates and prices, so you know where you're staying before you pay your balance.
Rooms are shared doubles with two beds, with the person you book with or a fellow traveller of the same sex. Single rooms are available at a supplement, subject to availability.
If your room isn't clean, safe or as described, tell your host. We'll fix it or move you as quickly as the property and the island allow, and confirm in writing what we've done.

2. How we keep you informed

Before you book: we aim to reply to every enquiry within 1 business hour during business hours.
About 4 weeks before departure: you get your trip information in the Soca Islands app, an onboarding form (including roommate preferences) and an invitation to a pre-trip group call.
During the trip: your host shares the next day's schedule, pickup times and dress notes each evening. Any change is posted in writing, with the reason.
Your host travels with the group throughout and is your first point of contact.

3. Your travel group and group chat

Every departure has its own group chat for everyone booked on it, plus our team. In the Soca Islands app you can see who's in your group (first name and initial, with a photo if they add one) and chat with them from the time you book until 14 days after the trip.
Important updates, such as pickup times, changes and safety notes, also come to you as trip alerts, so they don't get lost in the conversation.
Why we moderate at all: one group mixes first-timers and repeat travellers, solo travellers and friends. We remove spam, selling and harassment, and anyone can report a message to our team. If you disagree with the plan, tell your host directly so it can be fixed quickly.

4. When the itinerary changes

Carnival schedules move. Fetes change dates, venues and times, sometimes with little notice. This is how we handle it:

We tell you in writing, in the group chat and by email, as soon as we know, with the reason and what replaces it.
A minor change is a time shift of under 12 hours, or swapping an activity for one of similar value.
A significant change is moving more than one item in any four-day period, a shift of more than 12 hours, or two or more fetes cancelled. You then have the options set out in our Booking Terms and Conditions.
If we cancel a departure, you choose a full refund within 14 days, a free transfer to another departure, or a travel credit worth 105% of what you paid. Full details are on our Payments and Refunds page.

5. If something goes wrong

Tell your host on the spot. Most problems can be fixed the same day.
Not resolved within 24 hours? Email bookings@socaislands.com or message us on WhatsApp with "Escalation" in the first line. A team member other than your host picks it up.
After the trip, every traveller gets a short survey. If you tell us an issue is unresolved, a team member contacts you within 2 business days.
Formal complaints to bookings@socaislands.com are acknowledged within 5 business days and answered in full within 30 days.
If we still can't agree, our Booking Terms set out a 60-day informal resolution period before any formal dispute process.

Nothing on this page reduces your rights under our Booking Terms or the law.