Rates
Rates advertised for you on this website are available ONLY through TUN TRAVEL Co., Ltd.and it's related online brands and are not available from the hotel directly. Please DO NOT try to call to hotel directly for the rates, as they WILL NOT have the same rates in their reservation system.

Rates shown are based on a standard booking request (single or double/twin) and may be subject to change pending requirements, eligibility, seasons and/or blackout dates. Rates shown do not include extra beds, specials arrangements or ad-hoc price changes on the hotels behalf. Rates may also have to be adjusted in case of transport requests. In such cases we will submit an updated quote to you by email. Rates are quoted in the currency shown.

Payment Methods
In order for us to process your booking request your credit card details are required. For your convenience, Viet.Travel (TUN TRAVEL Co., Ltd.) offers secured credit card form online. Alternatively you may want to submit your credit details by fax or e-mail.
- For your convenience, the payment for your bookings can be done by one of the following ways:

• Payment by your Credit Cards, send us your credit card details through our secured credit card form online and you will be informed the paid amount as well as the bill before charging your credit card (3% bank fee must be paid by customers).
  Your Credit Card will only be charged one your booking has been confirmed and your credit card statement will show the debit entry under our name TUN TRAVEL.
  
• Payment by Cash, Traveler Cheques or Credit Card at our office in Hanoi:
  37-29 Bat Su street - Hanoi – Vietnam.
  Except for cash payment, bank fees must be paid by customers for traveler cheques (2.5% of expenses) and credit card (3% of expenses).
  
• Payment online by Paypal system, we will send you a secured link with your booking information and amount you have to pay.
  Please pay to our account at Paypal: sales@viet.travel
  
• Payment by Bank Transfer to one of our following banks (any bank charge must be paid by customers):

• Payment by Western Union (you can use cash, credit card, your bank account or cheques - the service fees at your side). You go to at any Western Union Agent (find Western Union at your location) and fill "To Send Money Form" for the receiver:
  - Receiver: Do, Quang Tung
  - Address: 52 Ngo Sy Lien - Hanoi
  - Tel: +84 (4) 3923 0898
  After taking the money order and paying, you will receive a bill with MTCN (Money Transfer Control Number) with 10 digits, please inform us the full name, country of sender, the amount and the MTCN through email to sales@viet.travel.

Note: The payment must be made within 3 days after we require to be paid if not, we take no responsibility for the rates we have informed to you.

Hotel Booking Guarantee
To guarantee your hotel or tour or ticket booking, we must require your credit card details or payment in-advance. To valid the guarantee, you need to fill with all details required on our secured site or fax/email it to us. Your booking will not be processed if you do not guarantee it by your valid credit card or pay a certain deposit to us.

The client can submit the credit card by secured form online or using form of authorization and then fax to us by the following number: +84 (4) 3824 3886 or 3923 3280. All care must be taken by the client to ensure that the information provided in the credit card form is correct. Viet.Travel takes no responsibility for any incorrect information submitted.

Confirmation of Booking
Due to processing requirements, some of hotels will be confirmed immediately but some of hotels are unable to confirm a reservation immediately. The confirmations are coordinated by Viet.Travel staff and send via e-mail or fax to you within 24-48 hours except for special cases (during fair periods, high season, or special events...). If you do not receive any information from us within 24-48 hours after placing an order, please kindly contact us immediately at booking@viet.travel or sales@viet.travel

Disclaimer: Whilst we endeavor to process your booking request within the time guidelines shown above, unfortunately at times we are unable to finalize your request within this limit. Circumstances that may cause delays in replying to you include international public holidays and time zone differences.

Alternative Hotel Selection
At times Viet.Travel (TUN TRAVEL Co., Ltd.) may not be able to provide the hotel of your choice. In such case our Customer Service Agents will suggest or book automatically (if you have chosen on your booking form) Alternative Hotels matching your criteria of price and location.

Check-In
The BOOKING VOUCHER must be presented upon check-in at the hotel. In the unlikely event that the hotel has no booking confirmation at hand, you MUST contact us immediately by phone/email. You will find our tel./fax/email contact details in our standard email signatures or on our website. Our Customer Service Agents will then contact the hotel and initiate all steps to solve the situation. When contacting us please always state your Booking ID or your Name.

Failure to contact us will result in a No-Show, i.e. will be treated as a failure to check in at your hotel as per the check in date stated in your BOOKING VOUCHER. Late cancellation and No-Show policies apply.

Early Check-Out
If you should need to shorten your stay, we will refund to you for the unused room nights UNLESS NOTIFIED OTHERWISE by email. Please be advised that you must cancel the unwanted room nights with us, as well as the hotel, or you will not receive your refund, if applicable.

Amendments
You may amend your booking request at any time during the booking process. Amendments to your booking request can be submitted through 'Your bookings', our membership program or by contacting our Customer Service Agents. Amendments may be treated as late cancellation. Please refer to our Cancellation Conditions.

Extension of Stay
In case you would like to extend your stay with the hotel you initially booked with through Viet.Travel (TUN TRAVEL Co., Ltd.), you must contact our Customer Service Center. Please note that any Extensions of Stay arranged directly with the hotel are not covered by Viet.Travel (TUN TRAVEL Co., Ltd.).

Cancellation of Booking
If you wish to cancel or amend your booking after the voucher has been issued, a cancellation fee will apply, in accordance with the hotel policy. The cancellation fee varies according to the hotel/tour or ticket specified in your booking as well as your check-in date.
Note: In some cases, the cancellation policy will depend on the hotel's individual policy. If this is the case, the hotel's policy will be displayed to you prior to the completion of the booking, on the final page of the booking process known as BOOKING VOUCHER. The stricter of the two (hotel's policy and our website policy) will then apply.

- If you cancel or amend after the voucher has been issued, but NOT LESS THAN 3 (THREE) DAYS for hotel booking prior to the check-in date, there is no charge - it means no cancellation fee!
- If you cancel LESS THAN 3 (THREE) DAYS prior to the check-in date, a cancellation fee equal to the FIRST NIGHT'S accommodation cost will be incurred through your credit card, which was used to guarantee your booking. Your credit card statement will show the debit entry as our bank merchant (for TUN TRAVEL).

- Last minute cancellations for the tour booking:
** > 19 days before departure date: no cancellation charge.
** 12-18 days before arrival: 10% of the total amount will be charge.
** 7-11 days before arrival: 50% of the total amount will be charge.
** < 7 days before arrival: 100 % of the total amount will be charge.

- Last minute cancellations for the tickets booking will be according to the specified in your booking.

No-Show (failure to check-in at the hotel)
No-Shows, i.e. failure to check-in at your hotel as per the check-in date stated in your BOOKING VOUCHER, are treated as a late cancellation and above cancellation policies apply.

A no-show fee equal to the FIRST NIGHT'S accommodation cost will be incurred through your credit card, which was used to guarantee your booking.

How to Cancel or Amend
All cancellations and amendments must be made IN WRITING using one of the following methods:

• Submit your notification cancellation or amendment through "Your bookings"
  - Proceed to "Your bookings"
  - Enter your email address and password (supplied to you by email) and click on 'Log In'
  - Select your Booking ID from the drop down menu
  - Select 'Cancel Booking Request' and click on 'Submit'
  
• Email to: service@viet.travel or booking@viet.travel with subject "Cancel"
  Cancellations must show
  - your Booking ID
  - Email Address you originally used to make your booking
  

Note: Please be advised that we will NOT accept any cancellations or amendments requests by phone or fax unless the matter is extremely urgent. Cancellations are ONLY valid if you receive an email from us confirming receipt of your cancellation or amendment. If you have submitted your cancellation or amendment and do not receive our confirmation of receipt by email within 24 hours after submission, please do contact us IMMEDIATELY.

Refunds
Refund method will be done upon agreement between you and Viet.Travel for unused services.
Refunds will be made in the form of a credit refund. I.e. we will credit the amount charged, minus cancellation fees (if applicable), back to your credit card or in the form of bank transfer. Once the refund instructions have been issued to our Merchant Bank, it can take anywhere from 5-45 working days for the proceeds to show in your account.

Requests for refunds will have to be submitted at least 2 (TWO) weeks after the check out date. Refund requests received later than 14 (FOURTEEN) days cannot be honored.

Viet.Travel Reservation Guarantee
We intend to provide you with all the services that you request from us. In rare cases, when the hotel is not able to honor your reservation and no other room type that you had booked is available due to overbooking or any other circumstances, please immediately contact our Customer Service Agents at the contact details listed on your BOOKING VOUCHER or our Website. We will endeavor to offer you an alternative of comparable price and standards. If you decline the alternative, and you had already paid for the original booking, a full refund will be given to you as soon as possible.

Whilst every effort is made to ensure your requested room type is available, we cannot guarantee the actual bedding configuration of the room. These requests are forwarded to the hotel and are subject to availability on the day of check-in. All additional requests (non-smoking room, etc...) are also subject to availability and cannot be guaranteed by Viet.Travel.

Note: the Viet.Travel reservation guarantee is only valid if you contact us upon check-in. Later claims, after the actual check-in, cannot be covered.

The Customer
The customer must submit a valid email address on the Reservation Form. This email address will be used for all future correspondence relating to your booking. All care must be taken by the client to ensure that the information provided in the Reservation Form is correct. It is the client's responsibility to advise Viet.Travel if an error in the email address or information was submitted on the Reservation Form or any other correspondence. Viet.Travel takes no responsibility for any incorrect information submitted.

Complaints
In the case of any problem or complaint, it is imperative that the client informs Viet.Travel at the earliest opportunity in order that they have the chance to rectify the situation as quickly and efficiently as possible. Any complaint, which cannot be resolved locally, must be notified in writing to Viet.Travel within 14 (fourteen) days of the end of the service provided.

Please note that we do not accept complaints by phone. When describing your case please be precise and short as possible, so our Quality Assurance Department can investigate the case. In order to investigate and resolve a complaint, we require supporting documents such as receipts, and acknowledgement of the complaint from the accommodation or service provider (hotel). Without such written documentation, complaints cannot be investigated.

Passport and Entry Visa
Your passport must be valid for at least six months following your entry date to your travel destination.
It is your responsibility to ensure you are in possession of a valid passport and visa and all travel documents are valid for travel.

Travel Insurance
Travel insurance is not included in your tour/hotel price. It is the passenger's responsibility to verify whether his/her local health insurance carrier provides coverage while traveling. Please contact your insurance carrier for details.

Disclaimer
Viet.Travel makes every effort to ensure that any materials or rates or information displayed on this website are accurate at the date of issue. Changes in market conditions or circumstances may occur after the issue date which may make information displayed on this website no longer accurate or no longer reflect the current position. Viet.Travel hereby expressly disclaims any representation, warranty or undertaking in relation to the accuracy, completeness, quality or adequacy of any contents of this website. All offers, prices, and conditions of sale may be subject to change without notice including eligibility, minimum or maximum stays, seasons and/or blackout dates, and/or other conditions/restrictions.

Viet.Travel will not be responsible for any losses if, for any reason, the debit/credit card, billing address and/or credit card verification number cannot be verified in a timely manner, nor are we responsible for any changes in rates or any other charges that may occur during the verification or billing process.

Viet.Travel will not be liable to pay any compensation if we (the company) or you (the customer) are forced to cancel or in any way change your booking as a result of situations outside our control which we, nor any loss, injury or damage sustained by passengers, nor our suppliers, could foresee or avoid, even with all due care. For example war or threat of war, civil strife, industrial disputes, natural disaster or terrorist activity...

Viet.Travel makes every effort to work with hotels which provide an acceptable standard of service and accommodation for the price paid. Viet.Travel hereby expressly disclaims any representation, warranty or undertaking in relation to the quality or adequacy of any hotel listed on our website.

Hotel Information
All hotel information and other information that is published on the website is current and is subject to change without notice. We have visited the majority of its featured hotels and every effort has been made to describe the hotels as accurately as possible. However, Viet.Travel cannot accept responsibility for facilities, which are temporarily not available, are under renovation or not suited to individual tastes and preferences. Redecoration and maintenance is necessary to the upkeep of the hotel and may take place without prior warning, whilst the hotelier or supplier will endeavor to keep inconvenience to a minimum. The effects of normal wear and tear can be expected in a hotel and these are beyond our control. We cannot accept responsibility for any disturbance or inconvenience to the client beyond their control nor for accidents in a hotel or loss caused by hotel management or staff.