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Frequently Asked Questions
Viet Travel is committed to providing you with the best customer service
and support. Our online Customer Service Center offers you immediate answers to
many of your questions. If you don't find the answer you need, please contact us.
You can call one of our offices or email us.
We endeavour to process each inquiry as quickly as possible, so please be patient,
we will reply to you. Please browse the topic list below: (Click on a
question to find answers to FAQ items.)
Availability
How can I check hotel availability?
Due to the high volume of reservations, our consultants are unable to do individual
availability checks for clients. We only process firm hotel reservation requests.
When browsing our database, you will find the "BOOK" button located next to each
hotel name. If the button is RED, it means
the hotel is currently available with instant confirmation for at least one room,
and once you submit your request, you will receive confirmation immediately. If
the button is BLUE, it means that we need to
send the reservation to the hotel and request confirmation. Please note that if
you are booking more than one instant confirmation room for the same hotel, the
booking may revert to being on request and take 24-48 hours to confirm the availability.
To allow us to proceed with your request, we require you to submit a reservation
form with your credit card details. Please note, we request your credit card details
as a form of security ONLY. It will not be charged until the booking is confirmed
by the hotel to us.
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When I search for a hotel, all hotels come up as being "Unavailable". Why is that?
The hotel is fully booked for at least one of the dates you selected. The
reasons for this may be the following:
- We cannot accept reservations where the check-in date selected does not allow enough
time to process your request. We can only accept bookings with the check-in date
a set number of days from the date the reservation is sent to us.
· For Australia, New Zealand and Asia - at least ONE day ahead.
· For Europe, the Americas/Caribbean and Africa/Middle East - at least THREE days
ahead.
If the check-in date selected falls inside the above cut-off(s), all hotels will
be shown as Unavailable.
- The hotel selected has a "minimum night stay" policy. I.e. The minimum length of
stay allowed is two nights and you have selected one night.
- The hotel is fully booked and has no rooms available for at least one of the dates
you selected. This usually occurs during peak season or special events eg. New Years
Eve, local festivals or conventions.
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Booking Information
I have submitted my reservation form and credit card - what happens now?
Once you submit your reservation form and credit card information, your accommodation
request will be processed as quickly as possible. However, some delays may occur
due to our supplier hotels' processing requirements. Depending on the destination,
this may take from 1 to 3 days. If the hotel you chose is available for the dates
you specified, your booking will be finalised and your credit card will be charged.
If you wish to cancel your booking after this, you will incur a cancellation fee
- see booking conditions. If the hotel is not available, we will contact you with
a suitable alternative and no payment will be incurred.
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How long will it take to confirm my booking?
Below is the usual response time taken to confirm a reservation:
- 1 day - for hotels in Australia, New Zealand and Asia
- up to 2 days - for hotels in Europe, the Americas and Africa/Middle East
You can check on the Current status of your booking request at ANY TIME, through
our View/Amend/Cancel Your Booking form. You
can visit this page at any time to see the real-time status of your request, and
to amend/cancel your request, if required.
Disclaimer: Whilst we endeavour to process your booking request according to the
guidelines shown above, occasionally we are unable to finalise your request within
this time limit. Some of the reasons for delays in replying include public holidays
and time zone differences.
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How can I amend or cancel my booking?
Should you wish to amend or cancel your existing booking, please use our
View/Amend/Cancel Your Booking form. You can also email us through our Email
Support Form (make sure you select "amendment/cancellation request" and include
your Booking ID). One of our reservation consultants will get back to you with a
response as quickly as possible. Please note: an amendment or cancellation fee will
apply - see booking conditions.
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What is the CONFIRMATION / ACCOMMODATION VOUCHER?
This is confirmation of your payment to us. Once your request is confirmed we will
send you an email with a link to your Voucher. Please print out a copy and keep
this document safe. You will have to present it at the hotel during check-in procedures.
Should you lose or damage the voucher, please re-visit the link and print another
copy of the Voucher. If you have any further problems you must contact us immediately
and we will assist you.
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Once my booking is confirmed, how do I access my Tax Invoice/Receipt?
As soon as your reservation has been confirmed and charged, we will send you an
email containing a link which you need to click to access your booking page. Once
open, at the top of the page you will see a new link to your Confirmation/Accommodation
Voucher. At the bottom of the same page please click on the link to view your Tax
Invoice/Receipt.
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What happens if there is a problem with the hotel when I arrive?
The first step is to contact the Reception desk at the Hotel, to see if the matter
can be settled directly. If you continue to have problems that require our attention
and cannot be solved by you at the hotel, please telephone our nearest customer
service office as soon as possible. Should the issue require you to move from your
chosen Hotel to alternative accommodation, we will make every endeavour to meet
your needs.
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I have lost my voucher, what do I do?
To get another copy of your voucher, please go to our
View/Amend/Cancel Your Booking form. Once you enter your Booking ID and
the email address used when making the booking, you will be able to access a page
where you can print another copy of your voucher. If you have lost your booking
ID, please contact us through our Customer Service Centre
and we will resend it.
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How do I check on my booking for a hotel?
You can check the status of your existing booking in two ways. Firstly, as soon
as we receive your Reservation Form with your booking request, you will be sent
an email letting you know we have received your request. The email we send has a
link to our "View/Amend Your Booking" page, which describes what we are currently
doing with your request, and if it is confirmed. The "View/Amend Your Booking" feature
lets you see what's happening with your request instantly. Secondly, you can also
click on the Contact Us link above and send us your Booking ID with your requirements,
we will respond to you by email as soon as we can.
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You sent my Confirmation Voucher to me, but when I called the Hotel directly to
check on my booking, the Hotel informed me they were not holding 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 contact our Customer Service Centre using
the Customer E-mail Support Form.
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How can I request an early check in or a late check out?
If you want to request an early check in or a late check out, please include the
information in the 'additional requests' section when filling out the reservation
form.
Please note: Early check in and late check out are subject to the availability
of the room and cannot be confirmed until the day of check in or check out. We can
advise the hotel of your request, and they will try their best to accommodate your
needs. If you plan to arrive more than 6 hours prior to the hotels check in time,
and want to guarantee that you will be able to check into your room on arrival,
you will need to book the night prior to the date of arrival. Example: If the check
in time for a hotel is 2 pm and you are planning to arrive at 4 am on January 5,
you will need to book for January 4 AND January 5, as hotels are not able to organise
check in at such an early hour.
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What are your booking conditions?
Payment
Is it safe to use my credit card?
Your credit card details are encrypted onto our database using 256 bit SSL (Secure
Socket Layer). It is stored securely at all times and will never be shared to unauthorized
third parties. Viet Travel also has a digital certificate from Thawte Server CA,
an industry leader in protection and management of data transmission and storage.
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Do I have to send my credit card details online?
We encourage all our clients to submit their credit card information via our secure
online credit card form. This makes it easier for us to process your booking requests
quicker and more efficiently. However, you also have an option to fax your credit
card details. When you come to the payment stage of the booking process, simply
choose the option "I want to send my credit card details by fax", fill in your details,
print it and send it to us on one of the fax numbers provided. Alternatively, if
you live in Australia, United Kingdom, Italy, Germany or France, we also provide
a pay by phone option. When you come to the payment stage of the booking process,
simply choose the option "I want to provide my credit card details by phone". This
will then display a national telephone number for the country you are calling from.
Please call the Customer Service Centre number shown to provide your credit card
details over the telephone.
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When will my credit card be charged?
If your booking has Instant Confirmation, your credit card is charged for the full
amount immediately after you submit the credit card form, and the Confirmation/Accommodation
Voucher is then sent to the email address you specified. If the booking is on request,
pending confirmation from the hotel, or we are waiting for an answer from you regarding
your request, your credit card is charged ONLY when we receive confirmation from
the hotel or yourself.
Please note that if you are booking more than one Instant Confirmation room, your
reservation may revert to 'on request' basis as we may only have one guaranteed
room with the hotel.
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Can I pay with more than one credit card?
Yes. You are able to provide payment with multiple credit cards. If you require
to pay using more than one credit card, please select the pay by phone option once
you have reached the payment page during the booking process. Please do not enter
a credit card online but call the number displayed to provide the details of all
credit cards needing to be charged. If you wish to alter a credit card after it
has been charged, and the booking completed, a fee will apply - see booking conditions.
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I don't have a credit card, can I pay cash on arrival?
We do not accept payment by cash on arrival at the hotel. All bookings through our
service require pre-payment by credit card only.
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Which credit card types do you accept?
The cards we accept are: American Express, Diners Club, JCB, Maestro (NOT German
EC-card), MasterCard, Solo, Switch, Visa, Visa Electron
Please note that if you provide an American Express or Diners Club credit card for
payment of your booking, the transaction may be charged in a different currency
to the one in which your booking rates were quoted. The cost of your booking is
converted using our bank's exchange rates on the day of the transaction.
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Once my booking is confirmed, how do I access my Tax Invoice/Receipt?
As soon as your reservation has been confirmed and charged, we will send you an
email containing a link which you need to click to access your booking page. Once
open, at the top of the page you will see a new link to your Confirmation/Accommodation
Voucher. At the bottom of the same page please click on the link to view your Tax
Invoice/Receipt.
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Hotel Facilities & Room Information
What is the cost of car parking at the hotel?
All the information that is available to us about facilities at the hotel is displayed
on the website. For information not already stated on our website regarding room
facilities or hotel facilities, please contact the hotel directly. The contact information
will be displayed on your check-in voucher.
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Do you organize airport transfers with my accommodation?
If you are interested in booking airport transfers, please visit our transfers page.
Additional charges will apply. Standard room rates do not include costs of airport
transfers, unless otherwise stated.
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Where can I find contact details for a hotel?
The hotel's street address is shown on the hotel's information page. Once a booking
has been confirmed, we issue the Confirmation/Accommodation Voucher, which also
states all the hotel's contact details.
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How do I find directions to the hotel?
The location information of the hotel is listed on the hotel description page. This
can also help identify the distance from the hotel to certain landmarks or the airport.
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Could you send me maps and/or other information about the hotel?
All the information regarding the hotel (such as facilities and rates) is located
on each hotel's web page. For additional information, you may contact the hotel
directly.
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Is breakfast included in the room rate?
Many hotels include a buffet or continental breakfast as part of their room rates,
while others offer it as a separate service. This information can be found on the
hotel's web page in the Prices section.
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Do I need to add Breakfasts to my Itinerary if the room type I booked says it includes
breakfast?
If the room type that you book is, for example, "Standard Room including Breakfast",
breakfasts do not need to be added to the Itinerary. If it states that it includes
breakfasts for up to 2 guests, and there are more than 2 guests staying, you will
need to add any extra breakfasts to the Itinerary if required.
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How can I add my Hotel to your website listing?
Please complete the form below and one of our product development staff will contact
you about the requirements to list your property on Viet Travel: Manager Hotel
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What does "No Facilities" or "Shared Bath" mean?
There is no bathroom in a room of these room categories. You will have to use a
public bathroom in the hotel.
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Pricing/Rates Information
There are no rates for the dates I require or rates appear as "On Request". What
do I do now?
If the rates for date(s) you require are not listed on our site, then we cannot
quote you a rate as yet, since the hotel has not provided them. As new rates are
finalised, they are posted on our website.
When a rate shows on our webs
the best rate with the hotel and advise you, at no charge. Once we receive youite as "On Request", it is usually during peak periods,
such as public holidays, special events, or conferences/exhibitions. Once we receive
your completed reservation form, including payment details, we will negotiater
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.
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Is the room rate per person or per night?
All room rates are per room per night, unless specified otherwise. The rates
are not applicable during New Year's Eve and other special events and are subject
to change. The price is guaranteed upon receipt of final payment. All rates are
as per this website.
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Are taxes included in the rate?
ALL taxes and charges ARE included in the room rate, except for the following countries:
United States. For these countries, all additional taxes will be specified
on your final itinerary at the end of the booking process.
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Membership Information
How do I become a member?
Viet Travel Membership is FREE! There are no joining or subscription fees and the
program is open to any individual, corporation or club/society.
You can simply register by:
a) Filling in and submitting the Viet Travel Membership Application form.
or
b) Making at least ONE confirmed reservation request through Viet Travel. Membership
details will be sent directly to you.
Either way, you will be able to log-in and book as a Member immediately and earn
Member Dollars!
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What determines my Membership Level?
Your level of Tier Membership is decided by the total number of confirmed stays
taken within a 2 year period:
Platinum Club Member: 6 or more bookings
Gold Club Member: 2-5 bookings
Silver Club Member: 0-1 bookings
A Member may be upgraded or moved down a Tier dependent on the above rules.
The period determining movement between Tiers is based on the existing
Terms & Conditions.
NOTE: Movement between Tier levels will occur once the Member$ reward
/ payback has moved from Pending to Current. The existing rules are to be applied
– 30 days after check-in Member$ are moved from Pending to Current. Cancelled Bookings,
No Shows or Unconfirmed Bookings will not be allocated to booking total that determines
level of Membership.
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What are Member Dollars?
We reward Members with discounts and free stays! All bookings made by you earn Member
Dollars, which can be used to pay for all or part of your future hotel stays.
The current value of 1 (ONE) Member Dollar = 1 (ONE) US dollar (US$1.00). Member
$ are transferable to any currency available on Viet Travel.
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How do I earn Member Dollars?
Always log-in. Each time you visit Viet Travel and make a confirmed booking as a
Member, you will earn Member Dollars.
You can also earn Member Dollars through the "Refer a Friend" program - available
to all Viet Travel Members. Simply refer family, friends or workmates to Viet Travel
via the online link and earn Member Dollars each time they book on the Viet Travel
website
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How do I earn Member Dollars? |
Amount of Member Dollars earned |
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Each confirmed booking you make as a Platinum Club member through Viet Travel |
Equal to 6% of total cash value* of the booking |
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Each confirmed booking you make as a Gold Club member through Viet Travel |
Equal to 5% of total cash value* of the booking |
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Each confirmed booking you make as a Silver Club member through Viet Travel |
Equal to 4% of total cash value* of the booking |
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Each confirmed booking made by you through the Last Minute section on Viet Travel |
Equal to 2% of total cash value* of the booking |
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First booking made by a person referred by you to Viet Travel through our
"Refer a Friend" program |
3 Member Dollars |
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For every subsequent Viet Travel booking made by a person referred by you, for a
period of ONE year |
2 Member Dollars |
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For every subsequent Last Minute Deals booking made by a person referred by you,
for a period of ONE year |
1 Member Dollars |
Please note - In event that the referred user signs up for the Viet Travel membership
program prior to making the booking, you will receive 2 Member Dollars for
the first standard booking or 1 Member Dollar for the first last minute booking
made by this referred user through our "Refer a Friend" program.
* Example 1 - The total cash value of a booking you make is US$400. You will
earn US$16 Member Dollars (ie. 4% of $400) for that particular booking.
* Example 2 - The total value of the booking you make is US$400. You paid
$350 of this booking in cash and $50 as Member Dollars. You will earn US$14 Member
Dollars (ie. 4% of $350) for that particular booking.
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When can I start to use my Member Dollars?
As soon as you have accumulated a minimum of 1 (ONE) Member Dollar in your
Current Account Balance, you can start spending these to pay for all or part
of your future hotel bookings with Viet Travel.
You will be prompted to redeem your Member Dollars during the booking process. If
you choose to spend them, the system will convert your Member Dollars into the currency
value of the booking - using the daily US dollar exchange rate (as designated by
Viet Travel). This amount will be subtracted from the total value* of your
booking.
If you choose not to spend your Member Dollars, they will be rolled-over for your
next booking.
*Important Note - if making a last minute deposit booking (where you
pay the deposit to us and the balance at the hotel), Member Dollars can only be
used for the deposit payable to us.
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What is my Current or Pending Account Balance?
Your Current Account Balance shows the actual amount of Member Dollars you have
earned which can be spent immediately on hotel bookings - giving you even greater
discounts!
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What is the Pending Account Balance?
Your Pending Account Balance displays an estimated amount of Member Dollars you
have earned, which are yet to be transferred to your Current Account Balance. Member
Dollars are not actually credited/transferred until 30 days after the confirmed
check-out date of a booking.
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Can my Member Dollars expire?
Member Dollars will expire if your Account is inactive for 24 months. A Member Account
is considered inactive if no booking is made via the Member Account for the duration
of 24 months.
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I have lost my Membership log-in details, how can I receive a reminder?
Simply fill out our online Customer Service Form
and select 'membership inquiry'. Please ensure you provide the name your Membership
account is registered under, as well as the email address used when you initially
joined.
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I have a new email address. How do I update my personal details?
Please log-in on the right hand side of the Home page in the "Member Login" section,
using your original email address and password.
You will then be redirected to your 'My Account' page. Select 'My Profile' within
the Member Menu. Once changes are complete, simply click on the 'Update My Details'
button.
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Security and Privacy
Why do I need to provide my personal details to Viet Travel?
We ask for your details as they are required for completing your hotel reservation
or when you are signing up as a new member. Your personal information will stay
safe and secure. It will only be disclosed to third parties such as hotels, in order
to process your reservation.
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Is it safe to use my credit card when I make my reservation?
Viet Travel protects your credit card details using 256 bit SSL (Secure Socket Layer)
encryption and are stored securely at all times and will never be shared to any
unauthorized third parties. We also have a digital certificate from Thawte Server
CA, an industry leader in the protection and management of data transmission and
storage.
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Live support:
Hello, I am your Customer Service Agent. Please click 'Online/Offline' above to speak with me or one of my colleagues.
hotline number
+84 43 9230898
+84 902188568
Tip of the day
Want to find out what others think about the hotel you're booking? Tap into the 4.5 million consumer ratings and half a million comments found on our site.
Common FAQs
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Is it safe to use my credit card?
We guarantee safety and security of your credit card details. Viet Travel encrypts this information on our database using sophisticated 256 bit SSL and then hosted in high-security facilities at all times.
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Does it cost anything to become a Viet Travel member?
Viet Travel membership is absolutely FREE. You can enjoy all member benefits suchas Member, special promotions and newsletters without any obligations.
Click here to signup
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Is the room rate per person or per night?
All room rates are per room per night, unless specified otherwise. The rates are not applicable during New Year's Eve and other special events and are subject to change. The price is guaranteed upon receipt of final payment. All rates are as per this website.
View/Amend/Cancel Your Booking:
To VIEW,
AMEND or CANCEL an existing reservation, please click here
Did you know that?
Over half a million hotel reviews, submitted by our members, are now posted on VietTravel to help you make the right choice.
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