 FREQUENTLY ASKED QUESTIONS | Making a hotel, resort, ticket or tour reservation with us | | | |
| | | | | Confirmation of hotel/tour/ticket reservation | | | |
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Prices & Payment
Miscellaneous
| Making a hotel, resort, ticket or tour reservation with us | How can your travel agent makes the hotel rates so low?
We are the owner of some local hotels and also it is the success of collaborate between us - the hotel partners and effective use of internet. It is understandable since our philosophy is "We, the hoteliers are friends and we serve the travelers to Vietnam". How is my booking process work?
Once you have selected the hotel(s) or tour(s) from our list, fill the secured booking form and submit to us or request more information directly through our contact form.
As soon as we receive your request we will check the room availability with the hotel(s) or tour(s) or ticket(s) you have booked. Within 48 hours, we will send an Hotel Reservation Confirmation as Voucher to you.
We do not charge you any fee for making a reservation. In certain instances the hotel may require your credit card details to guarantee the booking or if the hotel is nearing capacity, they will require to be paid in-advance. Our staff will inform you if this is the case.
For the tour(s) and ticket(s) booking, you have to pay in-advance. Please read our Deposit and Cancellation policy before making payment. The rates for the dates I require are not the same with the advertised rates. What do I do now?
Once we receive your completed reservation form, including credit card details, we will negotiate the best rate at your required dates with the hotel If the room rate has changed with our advertised rate (it is usually during peak periods, such as public holidays, special events, or conferences/exhibitions, then the hotel only change their room rates for a short term) and advise you, at no charge.
Once we receive your acceptance of our rate, your request will be processed. If you decline the offered rate, the request will be cancelled and no charges will apply. But the problem happen very seldom! I do not want to make a reservation online, what can I do?
You can:
- Reserve by Phone: + 84 (4) 923 0898 /
923 2982 / 923 3278 / 923 3279
- Reserve by Fax: + 84 (4)
824 3886 / 923 3280
- Reserve at our Office: Hoa Linh Hotel, 35 Hang Bo street, Hoan Kiem dist. - Hanoi - Vietnam
- Reserve by Email: booking@hotels-in-vietnam.com or sales@hotels-in-vietnam.com Why do I have to include my credit card details in my hotel booking?
To allow us to proceed with your request, we require you to submit your credit card details. Your credit card information is strictly confidential. Please note, we request your credit card details as a form of online security only (SSL). It will not be charged unless you have late cancellation, change or no-show.
Please be advised that your credit card details guarantee your booking! What if the hotel that I selected is not available?
You will be notified via an e-mail or telephone (within 24 - 48 hours after placing your order) and we will do our best to book the alternative hotel you have chosen or suggest you a similar hotel according to our experiences. Can I make a reservation directly through the hotel or other travel agents?
Yes, you can do that but rates advertised on this website are only available from Hotels-in-Vietnam.com Service and it's related online brands and are not available from the hotel or other travel agents directly.
Due to our close partnerships with major hotel groups and leading hotel room wholesalers we can offer highly discounted rates. If you would like to make a reservation directly with the hotel or other travel agents you will need to contact them directly. 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. What happens to my hotel/tour/ticket booking if my flight is delayed?
Please inform us and the hotel immediately as any additional or no charge or no-refundable will only depend on the hotel/airline/train company policy. We try our best to offer you the similar ground services. Can I book a hotel, that is not listed on your website?
If the hotel in which you are interested is not online, please let us know on info@hotels-in-vietnam.com and we will try to get the details and book a room for you. Is a guaranteed reservation for a hotel room the same as a confirmed reservation?
If you have not paid for the reservation in advance or guaranteed it, but have received a confirmed reservation from the hotel, the hotel must keep a room for you unless you haven't met the conditions of the reservation. For example, it is common for a hotel to say, "We will hold the room for you if we receive a written confirmation and deposit by a certain date." If you do not fulfill these obligations, then the hotel does not have to hold the room for you. If you do meet your obligations and the hotel doesn't have a room for you, it must do its best to find you comparable lodging. What is the Hotels-in-Vietnam Reservation Guarantee?
All bookings secured through Hotels-in-Vietnam are backed by our Reservation Guarantee. If your confirmed reservation at the hotel (for which you have been issued a Voucher) is not available or cannot be honored upon check-in, and no other room type that you had booked is available, immediately contact our Customer Service Agent at the contact details listed on your Voucher.
We will arrange a room at another convenient and comparable hotel and Hotels-in-Vietnam.com will pay for the full cost of the first night's stay, including any tax and service charges. Also, against a receipt, we will pay for your communication costs to our office. Do I have the right to a particular hotel room?
Generally, no. A hotel manager can put you anywhere or move you from one room to another, as long as it is not done in a discriminatory way. The only exception is if you've reserved a certain room, like the honeymoon suite for your honeymoon.
If it's crucial for you to have a particular room, make sure the hotel management knows in advance and that you receive written confirmation for your reservation of that particular room. If the room you reserved is occupied by other guests, the management may, but is not obligated to, move those guests to another room. (A hotel can satisfy its obligation to you simply by providing a room comparable to the one you reserved.) If the room is uninhabitable (say, a water pipe breaks), then the hotel is excused from providing that particular room. If I want to stay more at your hotel, what should I do?
Option 1: If you plan to stay at our hotel longer, then inform us so you will eligible to stay at our hotel with saving cost.
Option 2: If you really enjoy the trip to Vietnam and want to extend the stay at our hotel, you can contact the hotel directly, but we are not ensure the low rate for you. | Confirmation of hotel/tour/ticket reservation | What happens when I make a reservation?
After receiving your order with your credit card details, we will process the booking. All reservations will be followed up within 24 hours with emails to confirm your booking or suggest you alternative solutions or require your in-advance payment. When is my booking final?
Your booking is final once we have sent the CONFIRMATION VOUCHER to the email address provided during your booking process. What is a CONFIRMATION VOUCHER?
Once the room is confirmed, we will send you by email a confirmation voucher detailing all the reservation and price conditions. We invite you to make printout of this voucher to be kept and presented at the time of your check-in. Your voucher will be accompanied by a booking confirmation number, make sure to have it hand upon your arrival. How long does it take to get a confirmation?
The confirmations are coordinated by Hotels-in-Vietnam.com staff via e-mail and send to you within 24-48 hours except for special cases (during fair periods, high season, or special events...). If you do not receive any mail from us within 24-48 hours after placing an order, please kindly contact us immediately at booking@hotels-in-vietnam.com or sales@hotels-in-vietnam.com. Do I need to confirm my booking with the hotel directly?
No. The Confirmation Voucher printed from the confirmation mail is all you need. You sent my Confirmation Voucher to me, but when I called the hotel directly to check on my booking, the hotel informed me they did not have a room for me. What do I do now?
Some of the hotels with which we book accommodation for our clients, have allotted a number of rooms to our company each day. We then allocate your Name list to these available rooms. We keep all your details on file, until we submit the full Name lists and details of each booking, a set number of days before the check in date. So please do not be alarmed if the hotel does not have your booking details, as they are on file, and will be submitted closer to your check in date. If you have any queries regarding your booking, please do not hesitate to contact our Customer Service Centre using the Customer Service Agent. | Changing / Cancellation & Non Arrival | What is your cancellation/amendment & non arrival policy for hotel/tour reservations?
For your convenience we will not charge you anything if you kindly inform us at least before 72 hours prior to your arrival for the hotel booking if you have any cancellations or change your bookings.
- Last minute cancellations/amendment (less than 72 hours for the hotel booking) or Non-arrival without inform, we must charge you the amount of the first night room rate at the hotel through your credit card.
- Last minute cancellations/amendment for the tour booking:
> 19 days before arrival: no cancellation charge.
12-18 days before arrival: 10% of the amount will be charge.
7-11 days before arrival: 40% of the amount will be charge.
< 7 days before arrival: 100 % of the amount will be charge.
Please send us your cancellation or amendment request by email to
tour@hotels-in-vietnam.com or
booking@hotels-in-vietnam.com or through our web page or phone to +84 (4) 923 0898 / 9233278 / 9233279 or fax to +84 (4) 824 3886 / 923 3280. How about the refunds policy for cancellation?
Please note that refunds will be made in the form of a credit to your card account or your bank.
All refunds will be processed in a timely manner. The refunds process is dependent on how you have paid to us. If you paid by credit card or Paypal system, your refunds will be credit to your card. If you paid by bank transfer or Western Union, we will refund to your bank account. Once the refund instructions leave our office it can take anywhere from 3-45 working days for the proceeds to arrive in your account.
For more information of the refund, feel free to contact to our accounting department by email:
sales@hotels-in-vietnam.com Do children receive discounted rates?
Yes, children enjoy discount from us.
- under 2 year olds free of charge
-2-6 year olds: 50% of adult price
-7-12 year olds: 75% of adult price Do children under 12 years old can stay in the same room with their parents?
Generally 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.
The general policy concerning the charging of room an breakfast charges for children traveling together with their parents or family is as follows.
Children more than 12 years of age: Any child this age is considered an adult by the travel industry. Normal charges will apply both for the room and the breakfast.
Free baby cot are only suitable for children under 2 year olds upon request. | Website Security & Privacy Policy | How safe are my credit card details?
For secure, we use Secure Socket Layers (SSL) to ensure the privacy of the information provided to us and at no time are your debit/credit card details transmitted unencrypted over the internet. All your credit card details are only stored in our own offline database system, so no one can reach them. After 30 days after your check-out day, all of your credit card details will be deleted from our database. 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. We take the issues of privacy and security very seriously by the laws. Do hotels have a lot of rules?
This depends on where you stay and what you think a lot of rules is. Almost all hotels ask guests to respect the rights of the other guests staying there and there are some basic hotel customs that are a largely unwritten etiquette. As for rules, you should ask each hotel upon check-in what is expected of the guests but most hotels will let you know whether you ask or not. Are your hotel rates per room or per person?
All of our hotel room rates are per room per night, NOT per person (unless otherwise specified). When and how do I need to pay?
You can pay when you check-out for the room and other expansion. But at some hotels, you will have a good room rates if you pay in-advance!
For the tour/ticket booking, you should pay in-advance before 10 days prior to arrival day!
In case you want to pay all the payment, you can pay online by your credit card or transfer the amount to our bank accounts in Germany or in Vietnam or you can pay by Paypal.com system or you can send money with Western Union. That will help you to save the bank fee if you pay by credit card as well as you need no to bring much cash for travel. For more information about the payment, please check our Deposit and Cancellation policy. Can I pay by cash, traveler cheques, credit cards, bank draft or bank transfer?
You can pay by your credit card at our office (with 3,5% bank fee) or transfer the amount to our bank accounts or you can pay at our office by cash, traveler cheques or even you can pay by Paypal.com system as well as by Western Union. Why do not you charge immediately through my credit card upon my reservation?
To reduce the service cost and prevent your security when using the credit cards we do not require to charge the payment at the time you make your reservation. We need only the credit card information to guarantee your reservation. Other things to implement our philosophy of "trust" is that, we wait for you to come at our hotels once you have confirmed your stay, so you still keep money until the day you visit our beautiful land - Vietnam. We've compared with some other agencies and the price is higher, why?
Of course you can book a cheaper tour/hotel with another company, but please be advise that you get what you pay for! We've build our solid reputation with small independent group tours, private and clean transportation, better hotels and reliable services etc.
You enjoy the peace of mind, no hidden costs on tour program and hotel booking, friendly tour guide, good services, guaranteed satisfaction. We believe that we offer the value for money. How do I check-in at the hotel?
Simply present your Voucher to the hotel's reception staff. The hotel will "at the time of your check-in time" already have your booking on record. If for any reason you should need a duplicate, please do not hesitate to contact us by email, online, phone or fax. Please always state your BOOKING ID or your name. How can I go your hotel from airport. Do hotels provide the pick-up service?
You can go to hotel by bus or taxi. So if you have a request, we will pick you up at the airport. The standard price is US$ 15 (4 seats), and US$ 20 (12 seats car). There are many hotels , that have the same name, so you must pay attention to the exact address of hotel. Can I book a tour at the hotel?
Yes, you can easily book a tour or have free tour information at the hotel. But most of hotels will charge more service fee for your booking! I am unhappy with my hotel. Can you help?
We aim to please. Please note though that due to the high number of hotels in our system we cannot monitor the quality for each and every hotel.
Hotels do change management and consequently quality of service may change..
If you feel that the hotel does provide you with inadequate services please do let us know. Do I have a right to privacy in my hotel room?
If you are using your room in a normal way, not engaging in illegal acts or disturbing other guests, then you have a limited right of privacy in your room. But if the hotel management believes that you are carrying out illegal activities (such as dealing drugs), it is entitled to enter and search your room, even without your permission. The hotel management cannot, however, authorize the police to search your room without your permission or a search warrant.
The hotel management also has the right to enter your room to clean or perform needed maintenance, or if necessary, to stop you from disturbing other guests (for example, if you are playing the television very loudly) or destroying hotel property.
It is generally considered a violation of your privacy if the hotel tells an outside person the number of your room. The hotel can tell an inquirer whether you are a guest at the hotel and connect any caller to your room. If you wish to maintain complete privacy, you must make it clear to the management that you are not to be contacted by anyone and that no one is to be told whether or not you are staying at the hotel. Where do I keep my belongings?
Backpacks containing non-valuable items such as clothes and toiletries are usually left in the room. Valuables such as cameras, passports, mobile phone and money should always be safeguarded. All hotels will have a safe storage area and many larger city Hotels will have lockers in the rooms for your backpack. Theft is relatively uncommon in hotels but it would be nice to keep it that way. Either keep valuables with you or place them in the hotel's safekeeping facilities. If you do have something stolen, report it immediately to the management! While hotels are not responsible for lost or stolen items, you will be helping in the effort to catch thieves. Is the hotel responsible if my belongings are stolen?
Traditionally, hotels were liable for virtually all loss or theft of a guest's property. Today, however, most cities limit a hotel's liability if it takes certain steps to protect your belongings. For cash, jewelry and other valuables, a hotel is required to provide a safe. Most cities require that the hotel tell you that the safe is available, that the hotel has limited liability for valuables left in the safe and that the hotel may have no liability if you do not place valuables in the safe.
The limitation of liability also includes a limitation for clothing and other personal goods you bring to the hotel. While you are not required to check expensive suits or mink stoles at the front desk as valuables, clothing and expensive luggage often exceed the amount of the hotel's maximum liability. Generally, these limited liability laws were passed to protect hotels from forces beyond their control, such as fire or theft. If the hotel fails to use reasonable care to protect your valuables (for example, it leaves the safe unlocked), it will probably be liable for the full value of your loss. What is Hotel Rating form?
We also encourage you to send us a note upon your return from your trip and submit a Feedback Form for the hotel(s) you stayed at. Your hotel's Review will be shown at our guest book page. Is the hotel responsible if I am the victim of a crime at or near the hotel?
A hotel cannot be held liable for crimes committed on or near the hotel premises unless it should have anticipated the crime (for example, the hotel is in a very high crime area) and could have prevented it, either by providing sufficient warnings or taking better security measures. In such situations, the hotel's general duty to warn you about dangerous conditions may extend to a duty to warn about crime in or around the hotel. Furthermore, the hotel's actions -- such as failure to install proper locks on windows and doors, provide adequate lighting in parking areas or take adequate measures to ensure that passkeys are not used by criminals -- may make the hotel at least partially liable. I paid a lot for a hotel room that fell way short of my expectations. Do I have any recourse in a situation like this?
Sometimes you may find yourself in a hotel room that looks nothing like the one described to you or pictured in an advertisement or brochure. If the advertisement or description was intentionally deceptive, the hotel may be guilty of fraud. The law generally allows a limited amount of exaggeration, or "puffing," in advertisements, but it does not allow intentional deception. When you find yourself in such a situation, your best bet is to talk to the manager immediately -- the manager may be able to reduce your room charge or move you to a better room.
If your hotel room is unclean or unsanitary, report it to the manager and the housekeeping department immediately. If they are unable to clean your room to your satisfaction, request a new room or a refund. Should you end up in a serious dispute over the cleanliness of a room, the health and safety codes for the city or state where the hotel is located may provide the best support for your argument. Report any serious violation to local health authorities, not only to bolster your claims, but as a service to future guests. Take photographs of the offending conditions if you can.
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