Customer Service

Can you tell me more about your company? How long have you been in business?  

Orange Moon is a new company that started in 2020; however, the owner has been in the student travel security industry since 2011.  

How many requests can you handle daily in any one city?  

Trajectory reports (based on experience, surveys, and numbers) promise 100 jobs each night. We do stress the earlier the booking, the better chance at service fulfillment. 

We do not take the work if we can't accommodate...overbooking will lead to extreme service failure (no shows, tardy and early departures). 

How do you track your monitors' on-time performance, and what consequences are there?  

Monitors are tracked using the GEO location to ensure they arrive/depart on time. We have night auditors to ensure the monitors' arrival/departure and performance, too. Monitors have 2 forms to complete, NAR (nightly activity report) and the Incident Report (as needed). 

How do the monitors communicate once on-site?  

When the monitor arrives onsite, he/she will notify you via text/call (if there is more than one monitor assigned to your group, one monitor will be the lead). 

What are they supposed to be doing once on-site? 

A night monitor's primary job is to provide a curfew watch, ensuring that student travelers remain in their rooms, attempt to prevent mischief, noise disturbance, and deter and detect suspicious activity. Monitors do not start service until all student travlers have been placed into his/her rooms for curfew and have been verified that everyone is inside by the Tour Director/Group Leader. 

What is the hiring process for the Night Chaperones (monitors)? Is there a background check completed?  

Our night chaperones are recruited via state labor and employment agencies, in addition to other job boards. Night Chaperones engage in a hiring process that includes:  

• phone screens 
• virtual interview 
• in-person interview 
• federal and state background checks (FBI fingerprint check, NCIC-NCOR, State criminal registry or repository, State sex offender registry or repository, and State-based child abuse and neglect registry database).  

What is the training process for the Night Chaperones (monitors)? 

Night Chaperones must complete a comprehensive emergency and response training program online with a 90% passing score and an on-the-job work trial. 

What and where do you provide services? 

Service is generally provided at hotel lodging. However, Orange Moon can also service: 

• student dances and sleepovers. 
• Day cruises (boating). 
• And many other student activities. 

Do you service day events?

Yes, we service day events. Our monitors will be there, ready to follow your instructions and to do their part to ensure your group is safe.

Do you have Airport Greeters?

Yes, we provide airport greeters at all airports in our coverage areas. Our monitors will be there, ready to follow your instructions and to do their part to ensure your group is safe.

How can Orange Moon SSS ease our minds? 

• We take the worry out of your booking process by managing your reservations in real-time. 
• There's no worry about night chaperone no-shows because we will never overbook. 
• No late or early departures, thanks to the GEO location check-in/out for night chaperones. 
• Dedicated safety coordinators to book, modify and update your service request. (Your favorite will always be there to help you...well when they're not on vacay!) 
• Speak, chat, text, or email with a real person anytime, day or night. 
• Night Auditors to ensure that your night chaperone arrives and departs on-time. 
• Nightly activity reports. 
• Roving supervisor site visits.

Does Orange Moon SSS have insurance? 

We do have insurance.  For additional information, please call or email our office. 

Is Orange Moon a SYTA member? 

Yes, since 2021.

What states are you licensed to operate in?

• Maryland
• District of Columbia
• Virginia
• Georgia
• Florida
• New York
• New Jersey
• Illinois
• Louisana
• Texas
• Pennsylvania
• California

Do you have a COVID Policy for your monitors?

Yes, we do. Please visit our COVID Policy page for information on how we are doing our part to keep your student traveler healthy and safe.

What form of payments do you accept?

We accept cards, checks, or ACH payments. We accept Visa, Mastercard, American Express, Discover, credit, and debit cards. 

Is there a processing fee when making payments with a card?

No.

What if I need a refund?

See our refund policy?

How do I know that my service request was received?

A confirmation “pending email” will be sent to you in real-time. You will receive alerts at each stage of your booking.

• Accepted – Yes, we will service the request.
• Monitors Assigned – We have assigned monitors to work on the service request.
• Rejected – No, we will not be able to service the request.

When can I expect to know if my service request has been accepted?

All pending bookings are updated within 2 days of the request.

Do you service outside hotels/motels for the Night Chaperone service?

Yes. Only in warm regions or summer months. When booking services that will be located at outside hotels/motels, please be aware that some outside venues/hotels will not allow the night chaperone to sit in the lobby; therefore, it might be necessary for the night chaperone to sit in their vehicle due to inclement weather. 

Do you service areas other than the locations listed on your coverage page?

No, but we might have a contact for another security company in the location where you need coverage.

What if I need to cancel the service?

See our cancellation policy.

What if I need to cancel due to a national or global emergency? Do you have a special provision for pandemic cancellations?

Read the Orange Moon Pandemic Pledge on our cancellation page.

Where can I find more information on Night Chaperones?

See Night Chaperone FAQ

Do you provide for other student and family needs?

Yes. See Child & Adolescent 

Are your applicants' background checked?

See Background

What is your hiring process?  

Our  Monitors are recruited via state labor and employment agencies, in addition to other job boards.  Monitors engage in a hiring process that includes:  

• phone screens 
• virtual interview 
• in-person interview 

Do you perform background checks on your applicants? 

Before any offer is made to an applicant, they must pass a background and criminal history check. These federal and state background checks  consist of 

• FBI fingerprint check.
• NCIC-NCOR.
• State criminal registry or repository.
• State sex offender registry or repository.
• State-based child abuse and neglect registry database.

Do you perform drug testing on your applicants? 

Once accepting an offer, they must pass a drug test after no more than 5 days.

Do you conduct reference checks?

Yes, we verify the applicants' past work history, experience, skills, and character.