Customer Service

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

Orange Moon started in 2020, but our owner has been in the student travel security industry since 2011.

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

Our trajectory reports, based on experience, surveys, and data, indicate we can handle up to 75 jobs each night. We stress early booking for better service fulfillment. We do not overbook to avoid service failures like no-shows, tardiness, and early departures. 

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

Monitors are tracked using GEO location to ensure timely arrival and departure. Night auditors also ensure monitors' performance. Monitors must complete two reports: the Nightly Activity Report (NAR) and the Incident Report (as needed).  

How do the monitors communicate once on-site?  

Upon arrival, monitors will notify you via text or call. If more than one monitor is assigned to your group, one will act as the lead.  

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

A night monitor’s primary job is to enforce curfew, ensuring student travelers stay in their rooms, preventing mischief and noise disturbances, and deterring suspicious activity. Service begins once all students are confirmed in their rooms by the Tour Director/Group Leader. 

What is the hiring process for the Night Monitors (chaperones)? Is there a background check?  

Our night chaperones are recruited via state labor and employment agencies and other job boards. The hiring process includes:

• Phone screen
• Virtual interview
• In-person interview
• Federal and state background checks (FBI fingerprint check, NCIC-NCOR, state criminal registry, sex offender registry, and child abuse and neglect registry database)  

What is the training process for the Night Monitors (chaperone)? 

Night Chaperones must complete a comprehensive emergency and response training program with a 90% passing score. 

What and where do you provide services?

Services are generally provided at hotel lodging but can also include:

• Student dances and sleepovers
• Day cruises (boating)
• Various other student activities

Do you service day events?

Yes, we service day events. Our monitors will be there to follow your instructions and help ensure your group’s safety.

Do you have Airport Greeters?

Yes, we provide airport greeters at all airports in our coverage areas.

How can Orange Moon SSS ease our minds? 

We take the worry out of your booking process by managing reservations in real-time. We never overbook, ensuring no night chaperone no-shows, late arrivals, or early departures. Our services include:

• GEO location check-in/out
• Dedicated safety coordinators
• 24/7 support via phone, chat, text, or email
• Night auditors to ensure on-time arrival and departure
• 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. 

support@orangemoonsss.com /  667-335-1058

Is Orange Moon a SYTA member? 

Yes, since 2021.

What states are you licensed to operate in?

• California
• District of Columbia
• Florida
• Illinois
• Louisiana
• Maryland
• New Jersey
• New York
• Virginia

Do you have a COVID Policy for your monitors?

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

What forms of payment do you accept?

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

Is there a processing fee for card payments?

No.

What if I need a refund?

Please refer to our refund policy.

How do I know that my service request was received?

You will receive a "pending" confirmation email in real-time. Alerts will be sent at each stage of your booking:

• Accepted – Your request will be serviced.
• Monitors Assigned – Monitors have been assigned to your request.
• Rejected – We are unable to service your request.

When will I know if my service request has been accepted?

Pending bookings are updated within 2 days of the request.

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

Yes, but only in warm regions or during summer months. Be aware that some outside venues/hotels may not allow the night chaperone to sit in the lobby, so it might be necessary for them to sit in their vehicle during inclement weather.  

Do you service areas outside those listed on your coverage page?

No,  but we may have contacts for other security companies in your needed location.

What if I need to cancel the service?

Please refer to 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?

Please read the Orange Moon Pandemic Pledge on our cancellation page.

Where can I find more information on Night Chaperones?

See our Night Chaperone FAQ

Do you provide services for other student and family needs?

Yes, please see Child & Adolescent 

Are your applicants background checked?

Yes, please see our Background Check Policy.

What is your hiring process?  

Our monitors are recruited via state labor and employment agencies, as well as other job boards. The hiring process includes:

• Phone screens
• Virtual interviews
• In-person interviews 

Do you perform background checks on your applicants? 

Yes, before any offer is made, applicants must pass a background and criminal history check. These checks include:

• 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? 

Yes, once an offer is accepted, applicants must pass a drug test within 5 days. 

Do you conduct reference checks?

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