FAQS

28-08-2017 | Blog

Questions and answer...

Got questions? We’ve got answers. 

Please contact us if you can’t find the information you’re looking for.

Booking tours: 

1. How are tours priced?

The services of each private guide is calculated using a 'flat rate' rather than a 'per person' charge. So the prices you see are PER TOUR, not per person.

The guides all set their own pricing; Vietcharm Tour does not.

Some private tours may incorporate 'per person' charges, but only if there is a valid reason to do so. For example, if the guide pays in advance for items such as entrance fees, equipment rentals and the like, they'll need to add a 'per person' charge to their price. These types of tours usually have a drop-down menu under the pricing section that clearly indicates the 'per person' charges along with an explanation.

Any costs that are not included in the total price will be listed under the "What's Extra" section of the tour description.

For any questions and/or concerns regarding the price of the tours, please contact the guide by clicking on the button labelled 'MESSAGE GUIDE'. You can find this button on the tour page as well as on the guide's profile page.

 

2.  How do I book a tour?

It's easy!

Just follow these steps!

STEP 1: Go to http://vietcharmtour.com

STEP 2: Under "Where are you going", type in your destination.

STEP 3: You'll be taken to a page with many tour option. Here you can refine your search, or Click on 'Book now' on any tour for all the details.

Does the tour meet your needs exactly as described?

YES - Click on BOOK THIS TOUR and follow the instructions. You will need your credit card to complete the purchase. You can also send a message to the guide before or after the tour with any questions or special requests.

NO - Click on MESSAGE GUIDE and email your custom request to the guide who does this tour. They will get back to you within 24 hours. The guide will be happy to send you a custom-built tour link for your booking convenience.

Need help?

Customer support can be reached 24 hours a day, 7 days a week via:

EMAIL: [email protected]

PHONE:
Whatsapp/ Viber : 0084 916959866

Thank you for considering Vietcharm Tour.  We wish you Happy Travels!

3.  My booking confirmation needs to be corrected. What should I do?


Our Customer Support team is happy to help! Please send us an email or give us a call!

EMAIL: [email protected]


PHONE:
Whatsapp/ Viber : 0084 916959866


In most cases, we can edit the booking confirmation without seeking prior approval from the guide; however, if the correction involves the pricing and/or the number of people in the party, we will probably need to get the guide's permission BEFORE we can make the correction.
After all, they are the ones arranging and delivering your special private tour! So we want to be 100% 
Thank you for considering Vietcharm Tour.  We wish you Happy Travels!

 

4.  None of the published tours meet my needs. What are my options?

If you don't see exactly what you are looking for, contact the guide. You can start a conversation with any guide on our site and they can create a custom private tour just for you.

Every VietcharmTour guide is happy to work with you on creating an itinerary and related pricing that will suit your schedule and unique interests.

All you need to do is ask!

Click on the 'MESSAGE GUIDE' button that's listed on either the guide's profile or tour page to begin your email conversation.

5.  The tour date that I want to book is marked 'unavailable'. What should I do?


Contact the guide.

As freelance guide-partners with VietcharmTour.com, they are responsible for keeping their availability up-to-date. The guide-partner may be unavailable during your visit OR, s/he may not have updated their availability and could very well be available to assist you.

To contact the guide, either reply to an earlier email message or visit the guide-partner's profile or tour page and click on the 'MESSAGE GUIDE' button.

6.  Once my tour is confirmed, how do I contact the guide?

 

NON-URGENT?

You can email the guide by either:

1.) Replying to an earlier message from the guide.

2.) Click on the button labelled 'MESSAGE GUIDE' on the guide's profile or tour page.

3.) Log into your VietcharmTour  account, click on MESSAGES, new message, select the guide's name from the drop-down menu, compose message, send message.

URGENT?

Call the guide.

Their telephone number is listed on your booking confirmation.

CAN'T GET IN CONTACT WITH YOUR GUIDE?

Call us on our 24-hour emergency only traveler hotline (see your booking confirmation for the phone number).

 

PAYMENT AND REFUNDS

Which payment methods do you accept? 

* Customers within Vietnam:
For customers within Vietnam, we accept payment by cash and bank transfer.
Cash: We can receive cash payment either in advance in our office or in person upon delivery.
Bank transfer: Bank transfers can be made from a bank account within Vietnam.  We will provide you with our banking details at the time of confirmation of the booking.

* Customers outside Vietnam:
For customers outside Vietnam who purchase services prior to arrival in Vietnam, we can only accept payment cash in advance in our office and bank transfer ; we cannot accept cash at the time of a later delivery.

When do i need to pay? Do i need to pay in advance or can i show up and pay before tour departure or at hotel?

Unfortunately, at this time, we do not offer the ability to pay before tour departure or at the hotel. All tour and hotel reservations must be paid in advance and immediately after booking the tour and hotel. We cannot hold tour and hotel bookings without payment.

If you are paying by credit card online, your credit card will not be billed until after we confirm the availability of the tour and hotel.

 

What is your cancellation policy?

Click on this link >>> cancellation policy

If you need to cancel, please contact Customer Support:

EMAIL: [email protected]vietcharmtour.vn

PHONE:
Whatsapp/ Viber : 0084 916959866

 

How are exchange rates calculated?

The exchange rates that we use to convert prices are set each morning based on the 'Vietcombank Rate' from vietcombank.com.vn PLUS 2.75% (your credit card provider typically adds at least 3%).

The default currency for the tour prices is: USD

For your convenience, you can pay for your tour in CAD, AUD, EUR, GBP, and JPY.

If you wish to pay in one of the aforementioned currencies, you MUST select it by clicking on the symbol BEFORE you click on 'Book this tour'.

Note that once you book a tour, the price is fixed, even if exchange rates change between the time you book and the time you take your tour.

Updated: August 6, 2017

 

Can I put down a deposit?

As long as your tour is more than 45 days away and the price of the tour is over 0.00, you can pay a deposit at check-out.

The deposit is calculated based on 20% of the tour price. If applicable, the deposit amount will also include the full price of our "24-Hour Any Reason Cancellation Policy”.

The remaining balance is due 30 days before your tour date and you will receive an email reminder 7 days before it is due. Since we do not store credit card details on our servers, we will NOT automatically charge the balance to your credit card.

You can either pay your balance on-line via your secure Vietcharm account or over the phone with a Customer Experience Specialist.