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Info@indochinatravelservice.com
+84 4 722 5869
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Hanoi, Vietnam
Ho Chi Minh City, Vietnam
Vientian, Laos
Luang Prabang, Laos
Phnompenh, Cambodia
Siem Riep, Cambodia
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Frequently Asked Question About Hotels
Room types –Rates
What is the Run of House room category?
Run of House, abbreviated as ROH, refers to the most common or standard room category
in hotels. When you select Run of House, your specific room type will be determined by
the hotel upon availability at the check-in time.
Can I get Non Smoking Room or generally, can I specify my room preferences?
If you have any special requests (non-smoking room, preferred high floor, rooms next
door…), please kindly inform us once making reservation. We will do our best to
accommodate your special requests. But please note that they depend on the hotel availability.
My family consists of 5 persons (2 adults and 3 kids under 12 years old). Can we
stay in 1 room? If not, what will I do?
Some hotels/ resorts have family rooms. However, most of cases, we recommend
customer reserve connecting rooms or rooms next door.
What about early check-in and late check-out? If I arrive in the city early in the
morning, Can I use early check-in?
Check-in and check-out time in Vietnam is from 12:00 to 14:00 o'clock. Before or after of
this time for check-in and check-out shall be considered as early check-in and late check-
out. You can do early check-in but with acceptance of hotels and they will charge you
some money for early check-in. In some cases, you will be charged as full day stay.
Do children stay for free?
Room rates are based on nightly double occupancy with breakfast. Kids under twelve
usually stay for free if sharing existing bed with parents. Almost hotels and resorts accept
maximum of 1 kid stay in parents' bed and breakfast for kids under 12 years is 50% of
adult's prices.
Are taxes and service charges often required by hotels are included?
Our rates are net, include government tax, service charge and daily breakfast at hotel.
How you are different from others hotel reservation agency?
We are not offering tons of hotels in region. We ONLY offer the list of selective hotels
which must have friendly staff, good service and are well –located.
How come your rates are so lower than hotel rack rates and other Company rates?
We are local tour operator who has been building a good and long –term relationship with
hoteliers nation-wide. With a great number of bookings yearly, we are at good position to
have a good deal from hotels and we give it to our customers. That’s why our
offered rates are always the best.
Hotel booking procedures -Payment
How can I make a hotel reservation?
Simply select your preferred hotel(s), proceed with “Book Now”, fill in the Booking Request
Form and submit to us. Please remember to note any special requests if having. As soon
as receiving your Booking Request Form, we will check hotel’s availability and get back to
you within 12 business hours for the booking status. If required room(s) and hotel(s) are
available, the full payment or a deposit will be required at the same time to secure your
services. A Hotel Voucher will be sent to you once the payment is done.
What should I do if I don't get the feedback after submit my Booking Request
Form on your website?
Maximum within 12 business hours ( normally much less than 12 hours ), you will receive
our email concerning about hotel's availability as well as about the payment if available or
our recommendation on alternative hotels if fully –booked.
If you don't hear from us in time, please check again your Junk Folders or Spam Folders
and please kindly let us know at once as emails system sometimes can go wrong.
You can contact us directly by phone at +84-4-722 5869 or by our Live Support on the website.
What happens if the hotel that I selected is not available?
You will be notified via e-mail within 12 business hours after submitting your Booking
Request Form and you will not be charged. At the same time, we will do our best to
suggest you other alternative hotels.
Do you accept last minute bookings?
Last minute bookings are very common. In this situation, instead of submiting Booking
Request Form, we recommend you contact us directly either by phone call or by our Live
Support on the website to have quick assistance. And it is clear that the earlier you make a
reservation, the greater chance you have to get a confirmation. As usual, fast and
convenient payment method with Visa/ Master Card or Paypal is recommended to secure
your services.
Can I make a reservation for someone else?
Yes, you can. Just provide the name of the beneficiary and your contact details when
making Booking Request Form. You can pay by cash (in Vietnam or Cambodia) or by bank
transfer on behalf of that person but you cannot use his/ her credit card to settle the
payment. The name on the credit card must match the name of the payer.
What is the Hotel Voucher? Is it your final hotel confirmation?
Once your booking is confirmed and the total payment is done, we will send you by email
a Hotel Voucher detailing as exactly as our confirmed reservation at the hotel. This
voucher will be printed out and deliver to the receptionist upon your arrival.
Do I need to confirm my booking with the hotel directly?
The Hotel Voucher printed from our confirmation email is all you need.
How can I pay for Indochina Travel Services?
For your conveniences, we provide different payment methods as followings:
Cash Payment
For any urgent booking, the payment by Cash upon arrival shall be allowed by our staff
upon confirmation. You can pay by major currency such as US dollars, EUR, Singapore
Dollars, Australian Dollars, Japanese Yen, etc… in our offices in Vietnam, Laos and Cambodia.
Credit Card Payment
We can provide you a secure link after services have been confirmed.
We only proceed with the payment once getting your acknowledgement.
In other way, you can fill in the credit card payment form and send to us by email or by
fax through +84. 4. 7225870 (fax is more confidential).
Please also note that for payment made by credit card, a surcharge due to bank fee will be
applied to the total amount; currently 3% for Visa and MasterCard, and 4% for American Express.
Bank transfer
Our bank details will be advised upon the confirmation.
Please note that the bank commission fee in Vietnam and the international bank
transmission charges are covered by the client.
Kindly provide us a copy of each transaction stating the booking information, attention to
our accounts receivable office via fax at +84 4 7225870. The receipt of related bank
transaction is subject to the final confirmation from our bank.
Paypal
You can pay through our website with Paypal links, a leading online payment system.
Cancellation –Amendment
Can I make last minute cancellation for my room booked through you?
It depends on specific hotel's cancellation policy. But we will do our best to reduce the cost.
What I have to do if I need to cancel or change my reservation?
If there is any change or cancellation, please inform us as soon as you can to prevent any
charge may caused subject to hotel’s policy.
The Cancellation Fees or Amendment Fees might be applied subject to hotel’s policy and
our Terms and Conditions.
I want my room to be upgraded with higher level of room. Shall I pay you or
pay directly to hotels?
Your room can be upgraded upon request. Just inform us and we will check the
availability. Or you can check directly with the hotel. Finally, we agree on the different
amount and we can make a booking amendment. Please note that the best rate will be
offered by us. If you work directly with hotel, the published rate will be applied.
How do I prolong my stay?
Contact us as soon as you can to extend your stay at your hotel. Otherwise you may
contact your hotel directly, but in this situation, the hotel may charge you at their
published rates.
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