Customer Service
We’re Here to Help.
Welcome to Orange Moon Customer Service. Here you’ll find answers to common questions, key policy highlights, and ways to contact us for further assistance.
Key Policies at a Glance
For your convenience, here are the most important policies every client should know:
- Deposits & Payments
A 50% deposit is due at the time of booking. The remaining balance is due 14 days before service begins.
- Cancellations & Refunds
Refunds are based on how far in advance cancellation occurs (see Refund Policy → for full schedule).
- Emergency Bookings
Requests made 3 days or less before service are billed at +$5/hr.
- Monitor Coverage
At least one monitor per floor is required. One monitor may cover two floors, but additional monitors are required beyond that.
- Extended Curfew
Monitors are on site at the scheduled start time, but supervision begins only once curfew is enforced and students are in their rooms.
- Refund Requests
Must be submitted within 3 days of the service incident.
- Liability
OMSSS is not responsible for hotel facility issues, student misconduct, or events beyond agreed monitoring duties.
👉 For full details, please review our Terms & Conditions → and Privacy Policy →.
Booking & Reservations
Booking & Reservations
Booking & Reservations
Service & Operations
Booking & Reservations
Booking & Reservations
Policies & Terms
Booking & Reservations
Hiring & Background Checks
Hiring & Background Checks
Hiring & Background Checks
Hiring & Background Checks
Payments & Billing
Hiring & Background Checks
Payments & Billing
About Orange Moon
Hiring & Background Checks
Payments & Billing
Contact Us
Contact Us
Contact Us
Booking & Reservations
How do I create or edit a booking?
Follow these steps to create or edit a booking in your client account.
Step 1: Gather Your Information
Have these details ready before starting:
- Group name (school or organization)
- Number of students
- Number of monitors (minimum: one per floor; one may cover two floors; more than two floors requires additional monitors/fees)
- Tour Director’s name and mobile number (for on-site contact)
- Dates of service (list each night you need service separately; e.g., Aug 30, Aug 31, Sep 1 — do not include Sep 2 unless you want service that night)
- Times of coverage (minimum 4 hours per night; no maximum)
Step 2: Select the City
- The city you choose must match the hotel’s physical location.
- Example: If the hotel is in Alexandria, VA, do not choose Washington, DC.
- Example: If the hotel is in Alexandria, VA, do not choose Washington, DC.
Step 3: Choose or Add Your Hotel
- Search for the hotel in the system.
- If the hotel does not appear:
- Copy and paste the Google hotel name into the Hotel Name block.
- Select it from the Google listing to ensure accuracy.
- Copy and paste the Google hotel name into the Hotel Name block.
Step 4: Submit and Review
- Double-check all details before submitting your booking.
- If you later need to make edits:
- If no monitor has been assigned: You may edit dates, times, or hotel location.
- If a monitor has already been assigned: You cannot change dates or times yourself — please contact Admin.
- Changing hotel location: Always contact Admin first. The originally assigned monitor may not be able to cover a new hotel, and you risk losing coverage if you change it without approval.
- If no monitor has been assigned: You may edit dates, times, or hotel location.
Step 5: Payment
- At least 50% of the payment is due at the time of booking.
- The remaining balance is due 14 days before the start of service.
- Payment options at checkout:
- Check
- Online (credit/debit card)
- Wire transfer
- Check
- You may verify your total before completing the booking by clicking the “Verify Calculations” button, which shows the full breakdown of charges.
How do I know my booking was received?
You’ll receive a “pending” confirmation email in real time. Updates will follow as your request is processed:
• Accepted – your request will be serviced.
• Monitors Assigned – monitors have been assigned.
• Rejected – we are unable to service your request.
When will I know if my request is accepted?
Pending bookings are updated within 2 business days.
How far in advance should I book?
As early as possible. Requests made 3 days or less before service are considered emergency bookings and are billed at +$5/hr.
Do you service areas outside the coverage map?
No, but we may have contacts with other security companies who can assist.
Do you service outdoor hotels or events?
Yes, in warm regions or summer months. Note: some venues may not allow monitors in the lobby, so during bad weather monitors may need to wait in vehicles.
Service & Operations
What do monitors do once on-site?
Their primary role is to enforce curfew, ensure students stay in their rooms, prevent disturbances, and deter suspicious activity.
How do monitors communicate with clients?
Upon arrival, monitors notify the client via call or text. If multiple monitors are assigned, one will serve as the lead.
What if my group has a late curfew?
Monitors arrive at the scheduled start time but supervision begins only once curfew is enforced and students are in their rooms.
Do you cover multiple hotel floors?
Yes. An additional charge applies for coverage across multiple floors, corridors, or buildings.
Do I need to provide parking?
Yes. Clients must provide safe, accessible parking for monitors at or near the hotel.
Do you service events beyond hotels?
Yes — including student dances, sleepovers, day cruises, and airport greeters.
Policies & Terms
What is your cancellation policy?
Refunds follow our cancellation policy and notice period requirements.
What if there’s a national emergency or pandemic?
Please refer to our COVID-19 Pledge for pandemic and special cancellation provisions.
What about refunds or billing corrections?
Approved adjustments are processed promptly and applied to your account.
Do you have insurance?
Yes. Please call or email our office for details.
Where are you licensed to operate?
New York, Boston, District of Columbia, Maryland, Virginia, New Jersey, Florida, Louisiana, Georgia and Tennessee.
Hiring & Background Checks
How are monitors recruited?
Through state labor/employment agencies and major job boards.
What is your hiring process?
Phone screen → virtual interview → in-person interview.
Do you perform background checks?
Yes. These include FBI checks, NCIC-NCOR, state criminal and sex offender registries, and child abuse/neglect databases.
Do you conduct drug testing?
Yes, required within 5 days of an accepted offer.
Do you conduct reference checks?
Yes, verifying past work history, skills, and character.
Do monitors receive training?
Yes — comprehensive emergency and response training with a required 90% passing score.
Payments & Billing
What forms of payment are accepted?
Checks, ACH, and all major credit/debit cards (Visa, Mastercard, American Express, Discover).
Is there a processing fee for card payments?
No.
Payment Policy
Refunds & Cancellations
Refunds & Cancellations
To confirm your booking, payment must be made according to the schedule below:
- Deposit Required
At least 50% of the total payment is due at the time of booking.
- Final Balance
The remaining balance is due 14 days before the start of service.
- Accepted Payment Methods
- Check
- Online (credit/debit card)
- Wire transfer
- Check
- Late or Incomplete Payments
Bookings without required deposits or balances paid on time may be subject to cancellation. - Verify Charges
Before checkout, you can review your full cost breakdown using the “Verify Calculations” button.
Refunds & Cancellations
Refunds & Cancellations
Refunds & Cancellations
- Notice Required
Refunds are based on the amount of notice provided before the service date.
- Late Cancellations
Cancellations made too close to the service date may not be refundable.
- Pandemic & Emergency Cancellations
Special provisions apply in the case of national or global emergencies. Please see our COVID-19 pledge for details.
- Processing
Approved refunds and adjustments are processed promptly and applied to your account.
About Orange Moon
When was Orange Moon founded?
In 2020. Our owner has been in the student travel safety industry since 2011.
How many requests can you handle daily?
Based on data and experience, we can service up to 75 jobs each night. We do not overbook to avoid no-shows or service failures.
How can Orange Moon ease my mind?
We provide:
• GEO location check-in/out
• Dedicated safety coordinators
• 24/7 support via phone, chat, text, or email
• Night auditors to ensure performance
• Nightly activity and incident reports
• Roving supervisor site visits
Are you insured and a SYTA member?
Yes, we are insured and have been SYTA members since 2021.
Contact Us
Better yet, see us in person!
We love our customers, so feel free to visit during normal business hours.
Orange Moon SSS
1014 West 36th Street, Baltimore, Maryland 21211, United States
Hours
Today | Closed |