Making an online
reservation with vietculturetour.com is easy.
Just complete and send the reservation form making sure that you
have given us your e-mail address and your valid credit card
details.
If you do not use our instant booking service 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). Hotels advertised as instant we will reply to you
immediately.
Making a reservation through vietculturetour.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 submit a
reservation form and provide your credit card details. Then
we will check availability with the hotel and revert.
If you search for instant availability you will see the
availability of rooms when you search.
I don't want to make a reservation online, what can I do?
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 personally.
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 if
the first choice hotel is not available
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.
How far ahead can I book? Can I book say 12 months in
advance?
You can book up to 12 months in
advance, but please ensure you remember you have made the
reservation. During the reservation process, you will be offered
to receive a reminder for your convenience (a month, 15 or 7
days prior to check in).
Note that your credit card will be
charged when you receive your email confirmation.
Can I specify my room preferences (preferred floor, non
smoking room,...)?
If special requests are accepted
by the hotel, a section will appear on the Reservation Form
to insert such requests and submit them to the hotel. The hotel
staff will do their best to accommodate special requests. We
cannot guarantee that your
requests will be granted because they will depend on the
hotel availability.
How do I make a reservation for someone else?
To complete a reservation for
someone else, simply type in his or her name instead of yours
for guest name. Use the billing address for the
credit card you are using as the address. Don't forget to use
your email address to receive your confirmation information.
Note additional security checks may also apply.
What happens to my hotel booking if my flight is delayed?
Please
inform the hotel directly as any additional or no
charge will only depend on the hotel policy.
Confirming a Reservation
What happens when I make a reservation?
Reservation requests will result
in a new screen showing your booking status. Additionally, all
reservations 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.
What sort of acknowledgement will I receive when I book a
hotel room?
When your booking is confirmed (by
email and SMS if you request so), the payment will be processed.
A hotel voucher will be sent directly to the hotel that you made
a reservation with.
You will also be able to print your reservation
confirmation voucher, you may be asked to present this
to the front desk upon checkin. Generally, you only present your
identification to the hotel reception when you check in.
What is a CONFIRMATION VOUCHER?
Once your booking is confirmed, we
will send you, by email, a confirmation voucher
detailing all the reservation and price conditions.
We invite you to printout this voucher and
to present it at the time of your check-in. Your
voucher will be accompanied by a booking confirmation number;
make sure to have this to hand upon arrival.
How do I know if my hotel reservation is confirmed?
We will send you a
confirmation email. We can also
send you a message by SMS (Short Message System)
directly to your mobile phone if you request so during
the reservation process.
This email will include a voucher
containing the dates and details of your reservation . Note that
the voucher
attached to the mail must to be kept
and presented when you arrive at the hotel.
Do I need to confirm my booking with the hotel directly?
No. The
Confirmation Voucher printed from the confirmation
mail is all you need, we take care of the rest.
How long does it take to get a confirmation?
For hotels advertised as instant
you will receive confirmation at the time of making the booking.
For all other bookings it will take 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 always trying our best to get back to you as soon
as possible.
How do I check on my request for a booking?
You
can view your reservation status by following the link included
in the emails you have received.
Changing/Cancelling a reservation
What is your cancellation policy for hotel reservations?
If you cancel the reservation :
= More than 7 days preceding your
check-in date : you pay USD 20
( banking fee + administration fee )
= 7 days or Less
preceding your check-in date : you pay 1 night room
charge.
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 cases our Customer Service Agents will of
course inform you clearly and completely. Otherwise we will
follow the above cancellation policy.
Any Amendment will be charged at 10 % of the difference,
if the new amount is lower subject to a minimum charge if the
refund is less than USD 20
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 typically
this takes 4 to 5 works days for the instruction to leave our
bank. The refunds process is dependent on your billing cycle
with the credit card company. Once the refund instructions leave
our bank it can take up to one month for the proceeds to arrive
in your account.
Please note, we are only allowed to make refunds to the same
card that did the charge. For more information regarding
refunds, please feel free to contact our
Customer Services
Children
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 Lodging page.
The general policy concerning room and breakfast charges for
children travelling together with their parents or family is as
follows:
Children more than 12 years of age: Any child of this age or
older is considered an adult by the hotel industry. Normal
charges will apply for both 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.
Site Security & Privacy Policy
How safe are my credit card details?
For secure online payment, we use
Secure Socket Layers (SSL)
to ensure the privacy of the information provided to us. At no
time are your debit/credit card details transmitted unencrypted
over the internet. For further information, please refer to our
privacy statement.
What do you do with my personal information?
We have the utmost respect for
your privacy and security. We never
divulge any information in our fully encrypted
database account to anyone without your consent. Once you enter
our 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, Netscape Navigator, Safari, 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 privacy statement.
Prices & Payment
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
charges are included in our special Internet rates.
Are the rates the same for everyone?
Please note that rates quoted are
only 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 to be local
residents and may be liable to pay a walk-in rate supplement
upon check-in.
What credit / debit cards are accepted?
We currently accept the
Visa and Mastercard credit cards.
My credit card number is correct, but it is not accepted.
Why?
There are a few possibilities:
Your card type is not accepted at the hotel.
The card expiration date precedes the reservation date.
You have reached your credit limit.
There is a computer error.
Why is the price different to when I last checked?
Apart from changes that may be
made to reflect market conditions, the prices are shown in the
currency requested by the user and these are subject to exchange
rate fluctuations. Therefore there may be slight variations in
price on a daily basis that will reflect any movement in the
currency exchange levels. Once a booking has been created
however, the currency exchange rate for that booking is fixed as
those at the booking creation date, even if further items are
added to the booking. Most importantly, the prices include
service charges, local taxes and in many cases breakfast.
DISCLAIMER : Please note that the published prices on
vietculturetour.com may change at any time without notice.
When will I be charged?
Once we have received your credit
card details, we simply check with 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 for the hotel room only after
having supplied you with a confirmed reservation.
Is there any fee using our booking service?
There is no charge, 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.
Miscellaneous
How do I get to the hotel?
All hotels on
vietculturetour.com have a
report that contains information relating to its location. It is
your own responsibility to arrange travel to and from the hotel.
Is there a hotel shuttle service to/from the airport?
You can easily find
different kinds
of Limousine Car Service at any airport. We do
recommend you to use this service since it is
the cheapest which is
always available.
Many hotels offer shuttle services to and from the airport. This
may be listed on the Lodging Information page. If it is offered,
there may be a charge by the hotel
for this service but it is often free for hotels close to the
airport. Some hotels also have their own transportation service
for additional transfers in the city.
Is parking available? Free parking? Long-term parking?
Most
hotels and vacation rentals offer free parking to their guests,
although some may charge. Long-term parking is offered at the
discretion of the property (often in conjunction with park and
fly rates). This may be listed on the Lodging Information page.
What are the different room categories?
Generally hotels tend to place
their bedrooms within four different categories : Standard Superior Deluxe Executive
The actual differences between the bedrooms varies from one
hotel to another, with executive being the highest standard of
room.
Single Room
A single room is designed to accommodate one person only. The
room contains one single bed or twin bed. Double Room
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. Twin Room
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.
Family Rooms There are two main types of family rooms, as
follows : Triple Room
A triple room is designed to accommodate three people only. The
room will contain either :
One queen and one single bed
Three single beds
Please specify which option you require when sending your
reservation form.
Quad Room
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 is a Hotel Rating form / Review?
We also encourage you to send us a
note upon your return from your trip and submit a
Hotel review for the hotel(s) you
stayed at. Your Hotel's Review will be shown on that hotels
information page.
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.
Can I have vegetarian food?
Just
select your preference on the special request part of
the reservation form.
Do you recommend a 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 repatriation costs should any
services need to be extended or curtailed due to illness or
other insurance risk.
Insurance is available on our site at the time of booking.
Who do I contact if I need help?
You can contact our
Customer Services.
We are available 24hrs a day, 7 days a week.
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!
Where can I find information about the country I want to
stay in?
Just check our
Travel Information Section on
vietculturetour.com.
