Wednesday, May 16 2012 02:29 Viet Nam (GMT+7)
 
 

FREQUENT ASKED QUESTION (FAQ)


Top Questions

1. What is a Suite?

The best hotel room with a living room.

2.What is King-sized bed?

It is larger or longer than the usual or standard size, enough for a large family including parents and children.

3. What is a Standard?

It is the lowest hotel room rate without any view.

4. What is a Superior?

Better than Standard with view.

5. What is a Deluxe?

The hotel room in high quality without living room.

6. How can I change or cancel my reservation?

If you wish to delay-modify-extend-cancel the hotel/cruise booking, please inform us as soon as possible via:
- Email: [email protected]otelvietnam.org or
- Fax: +84 437 925 079/80

7. What is Single room?

Single room is a room with a single bed for 1 person only.

8. What is Twin room?

Twin Room is a room with a pair of single beds for 2 persons. Some five-star hotels might offer 2 queen-sized beds or king-sized bed.

9. What is Double room?

Double Room: a room with a large bed ideally for a couple.

10. What is Triple Room?

Triple room can be a twin or double room with an extra bed.

11. What is ROH?

It means Run of House. Normally, the room of lowest category is considered as ROH. For example, Standard and Superior room.

12. Is there a limit to the number of rooms I can book in one reservation?

No, there is no limit, but if you need more than 5 rooms, please send an email to [email protected] or call us at our hotline +84.976 127 023 providing the number of rooms needed, the maximum budget for your preferred rooms, your telephone number, the type of rooms needed and the destination to book your rooms.

13. Are the rooms free of charge for children?

It depends on each hotel’s policy and the age of children. You can check it in the "Hotel Policies" in each hotel information at hotelvietnam.org.


When you make reservation, please indicate the number of accompanied children and their ages noted so that we can base on this to inform you the concrete child policy for your case (free of charge, full charged or discount).

Normally, the general child policy of every hotel is as follows:


a. Children under 2 years old are normally free of chare. Baby cots is available upon request and may sometimes be subject to additional charges.


b. Children under 6 years old can share the existing room with parents, without using extra bed. Or should you need an extra bed for him/her, kindly look at the "Extra bed" price column on the right of the hotel room rates (for those charged).


c. Children above 12 years old are fully charged as an adult.


Please be advised that child policy varies from hotel to hotel. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels have large enough beds for both parents and additional children, so an extra bed is usually required in this case. Some hotels will charge for this extra bed.

14. How do I make my reservation? What is reservation process at hotelvietnam.org?

7.1. The common way is to book online at www.hotelvietnam.org. After choosing your favorite hotel, you click on the "Book now" button at the bottom of your hotel detailed information. This will lead you to a reservation process. You simply follow these steps:

Step 1: Select your room: Select a City, Check-in date, Check-out date, Number of Rooms, Type of Room, Number of Adults and Children.

Step 2: Your room rate: You can see your room rate including taxes and service fee and you continue to log in (by your email and password you have registered before if you are already a member), or to register by clicking at "Register and Continue" button.

Step 3: Customer details: You fill out the secure reservation request form (full name, nationality, email address, your desired password, country, telephone, etc) and enter the guest’s full name and special requests (if any) or arrival information (if any)

Step 4: Finish and Payment: You can see your billing details and then guarantee your booking by making payment by credit card (pay directly at our website).

After Step 4 (even though the payment has not been settled), you will receive an automatic email named "Booking confirmation" from us for confirming your booking details.

When your payment has been settled, you will receive another automatic email named "Announcement of payment transfer" to confirm that you have made the payment. After your payment has been successfully transferred, we will get your hotel room booked within about half an hour.

7.2. In case you would like to make reservations with us by phone, please call us at +84. 976 127 023. We will and up your information and get your hotel room booked (in case of availability) as soon as possible.

7.3. In case you would like to make reservation by email or fax, please email us to [email protected] or fax at +844 3 555 8311. We will inform you room availability and help you to book your room as soon as possible.

15. How many ways of making payment are there?

hotelvietnam.org accepts the following secure payment methods:

Option 1: Pay by Credit Card, VISA Card, MasterCard, American Express, JCB, Diners Club... through www.OnePay.vn. You can purchase directly on our website when your booking is completed, or we can provide you with a secure link via email after the services have been confirmed. In both ways, we will only proceed with the payment after your reconfirmation.

Option 2: Pay in cash at our office:

Smile Travel VietNam., JSC

Address: 75 Doc Ngu Street, Cong Vi Ward, Ba Dinh District, Hanoi, Vietnam

Office number: (+84) 976 127 023

Working hour: Monday - Friday: 8:00 am - 6:00 p.m;

Saturday: 8:30 am - 11:30 p.m (Vietnam Standard Time is GMT +7)

16. Why do I fully pay my reservation in advance?

As one among the top hotel service agents in Vietnam, hotelvietnam.org assures the best customer-care service and best prices for our dear clients. We work on behalf of you before the hotels to rectify any regrettable circumstances pertaining to your reservation. However, we only act as a travel service provider securing services of a hotel reservation, car rental supplier, self-catering property vacation rentals, or other travel related supplier. The discounted rates are only available to us on a prepayment basis. Hence, to confirm and secure your reservation, and to ensure your satisfaction at best, the full payment is required before your arrival.

17. What is Queen-sized bed?

It is larger than a double bed but smaller than king sized bed.

18. Are the rates displayed on hotelvietnam.org per person or per room?

The rates displayed are per room, NOT per person for each night.

19. What is Extra bed?

It is a bed that can be added to the room. The rate of extra bed depends on every hotel policy.

20. What does the room rate include?

All the facilities listed under the room type are included in the room price. To see the facilities, just click on the room name. You can see if breakfast, or taxes, are included or not by rolling your curser over the text in the column ‘Conditions’. This information will also be in your confirmation email and on "My Booking".

21. How can I find the hotel of my interest at hotelvietnam.org ?

You can easily find your interested hotel at our site by several ways:

At the home page, in the box Search, you can enter the exact hotel name of your interest or a phrase containing "Hotel name", "Location", etc. (only one word to be suggested as the best searching way). All the related results containing your key words will be filtered and shown up. If you only know the location of the hotel, you can find the location in the Vietnam Map at the homepage. From this location, you can search your hotel name. Moreover, in each location, Vietnam Hotel Directory is available for you to search by English alphabet. You can also search by going to the box "Book your room online" at the left corner of home page: Select a city, check in and check-out dates, number of rooms, number of adults and children and search. Now, you can easily find any hotel that matches your preference. Certainly, if you cannot find your best matched one, you can contact us via our hotline +84. 976 127 023 or Live chat with our customer expert, or jus email us at [email protected] as we can offer you with many suitable alternatives. Another option for you is that you can search in the box "Top Featured destinations" or box "Featured Vietnam hotels"

22. Are taxes and service charges included in the room rates?

Yes, all the room rates at our website are inclusive of 10% taxes and 5% service charges.
Pricing

23. Are the rates displayed on hotelvietnam.org per person or per room?

The rates displayed are per room, NOT per person for each night.

24. Are taxes and service charges included in the room rates?

Yes, they are. All the room rates at our website are inclusive of taxes and service charges.

25. Is breakfast included in the room rate?

This is subject to each hotel policies to quote the rates with or without breakfast. If breakfast is included, it will display "Breakfast Included" next to the room type.

26. Do I pay the full price for my child(ren)?

Information regarding children is located under ‘Hotel Policies’, please take note of the following:

Added costs for children, if any, are not included in the reservation price. During the online reservation process, please note your request for extra bed in the "Special request" box provided. If you’ve already booked your room, please contact us soon to request an extra bed.

27. What does the room rate include?

All the facilities listed under the room type are included in the room price. To see the facilities, just click on the room name. You can see if breakfast or anything else, such as taxes, are included by rolling your curser over the text in the column called ‘Conditions’. This information will also be in your confirmation email and on ‘My Booking’.

Payment

28. Why do I fully pay my reservation in advance?

As one among the top hotel service agents in Vietnam, hotelvietnam.org assures the best customer-care service and best prices for our dear clients. We work on behalf of you before the hotels to rectify any regrettable circumstances pertaining to your reservation. However, we only act as a travel service provider securing services of a hotel reservation, car rental supplier, self-catering property vacation rentals, or other travel related supplier. The discounted rates are only available to us on a prepayment basis. Hence, to confirm and secure your reservation, and to ensure your satisfaction at best, the full payment is required before your arrival.

29. When and how much will you charge my card?

The full cost of your reservation which includes room price and payment transfer fee (5%) is required when we confirm availability of your room(s). The Hotel Voucher for your stay will also be available then.

30. Can I make a reservation for myself using someone else\'s credit card?

Yes, you can, but only when you have permission from the card owner. Please also note that in the case of a No-Show, late cancellation, some penalties will be charged to the card provided.

31. What credit cards do you accept? Is it safe to use my credit card?

We accept all kinds of credit cards including Master Card, Visa Card, American Express, JCB, Diners Club, etc. We take this matter very seriously. To ensure your security, hotelvietnam.org utilizes a secure commerce server, which encrypts the credit card number and encodes it into a non-usable form.

32. The credit card that I use to make a reservation is invalid or transaction is pending. What should I do?

Please contact us directly and inform us some details including your booking ID (if any), registered email, the problem with your credit card, etc., and we will instruct you to make payment again. For security reasons, never provide your credit card details by email.

33. My credit card number is correct, but the online payment gate (Onepay) does not accept? What is the problem?

In this case, there are a few possibilities:

Your card type is not accepted by the payment gate

The card expiration date precedes the reservation date.

You have reached your credit limit.

There is a computer error.

Please try again with this method of payment, or just switch to another method if the matter still has not been solved.

34. How do I know whether you can successfully charge my credit card or not?

We will send you a confirmation email named "Announcement of Payment Transfer" right after we have received your credit card with the reservation costs. If we cannot charge your credit card, an email will be sent out to you together with details on how to re-input your information.

Making a reservation

35. How do I make my reservation? What is reservation process at hotelvietnam.org?

42.1. The common way is to book online at hotelvietnam.org. After choosing your favorite hotel, you click on the "Book now" button at the bottom of your hotel detailed information. This will lead you to a reservation process. You simply follow these steps:

Step 1: Select your room: Select a City, Check-in date, Check-out date, Number of Rooms, Type of Room, Number of Adults and Children.

Step 2: Your room rate: You can see your room rate including taxes and service fee and you continue to log in (by your email and password you have registered before if you are already a member), or to register by clicking at "Register and Continue" button.

Step 3: Customer details: You fill out the secure reservation request form (full name, nationality, email address, your desired password, country, telephone, etc) and enter the guest’s full name and special requests (if any) or arrival information (if any)

Step 4: Finish and Payment: You can see your billing details and then guarantee your booking by making payment by credit card (pay directly at our website), via Bank transfer or Western Union.

After Step 4 (even though the payment has not been settled), you will receive an automatic email named "Booking confirmation" from us for confirming your booking details.

When your payment has been settled, you will receive another automatic email named "Announcement of payment transfer" to confirm that you have made the payment. After your payment has been successfully transferred, we will get your hotel room booked within about half an hour.

42.2.

In case you would like to make reservations with us by phone, please call us at 84. 437.925.079/80 or hotline 84. 976 127 023. We will inform pick up your information and get your hotel room booked (in case of availability) as soon as possible.

42.3.

In case you would like to make reservation by email or fax, please email us to [email protected] or fax at 3 555 8311. We will inform you room availability and help you to book your room as soon as possible.

36. Can I make a reservation directly with the hotel?

You can book the accommodation directly with the hotel, but the price will certainly be much higher, and the availability is not guaranteed. Particularly, rates offered directly from hotels are typically 10% to 40% higher than our published rates at our website. We are very glad to offer great savings on hotel accommodation at competitive rates, high quality and good customer-care service. Moreover, you can enjoy many promotional programs when booking hotel room with us.

37. How does hotelvietnam.org process my booking at the weekends/national holidays?

In case you make online reservation on national holidays or at weekends (Saturday and Sunday), your booking will be processed until the day after. In any urgent casesof booking, please be kindly informed that our 24/24 customer-care service is always available at our hotline (+84) 976 127 023.

38. What should I do if there are not rates for the dates I would like to book?

Please contact us by email for the rate information. We are very happy to send you the rates for name and type of rooms that you need during your preferred dates.

Confirming a Reservation

39. How long does it take hotelvietnam.org to confirm your booking?

Upon receiving your successful payment for your booking, we shall urgently contact the hotel to check the room availability and confirm with you about its availability within some hours as follows:

a. If your preferred rooms are available during your favorite dates, we will process your booking and send you the hotel voucher, the receipt to confirm your booking after 1- 1.5 hours in working time.

b. If your preferred rooms are fully booked, we offer other hotels, which is the same location and equal rate with the same quality of service.

c. If you do not like the other options we offer, we will issue the refund to you.

41. How can I prove the hotel that my booking is successful? What is \"hotel voucher\"?

Right after your payment has been announced to be successfully transferred, you will receive the "hotel voucher" from us via email. This hotel voucher is a receipt to prove that your booking is successful and that you have paid for the hotel room. The hotel voucher includes the details of your booking such as your check in, check out, name and type of room, number of person(s), name of hotel, name of guest, etc.

What you need to do to prove the hotel that your booking is successful is just to download and print out the "hotel voucher" and show to hotel reception upon your check-in (with your certificate of identity (for Vietnamese) or your passport (for foreigners)).

42. If I have lost my voucher, what should I do?

In case you lose or damage the hotel voucher, please do not worry because the hotel system has already received the detail information of your successful booking. Thus you just need to show the reception your certificate of identity (for Vietnamese) or your passport (for foreigners).

If you still have any problems when check-in, please contact our Customer Service Center at 84. 976 127 023 immediately. We are always abided by to assist you.

Cancelling/Changing a reservation & Refund

43. What is your hotel cancellation/amendment and refund policy? Is my cancellation/amendment charged?

For detailed Cancellation and Refund Policy, please see our Terms and Conditions.

If you want to extend your stay at your hotel, please inform us through phone or email as soon as possible. We will then instruct you how to make extra payment for your extension at hotel or lessen your cancellation charge. Whether you will be charged or not depends on the date you inform us of your cancellation, specifically as follows:

If cancellation made more than 30 days before check-in date: Free of charge.

If cancellation made within 30 days to 10 days before check-in date: 50% total nights will be charged.

If cancellation made less than 10 days or no-show (fail to check-in) then all room nights reserved will be charged.

44. How to change or cancel my reservation?

If you wish to delay-modify-extend-cancel the hotel/cruise booking, please inform us as soon as possible via:

Email: [email protected] or Phone: +84 976 127 023

45. How do I know that my booking has been cancelled?

Once you have cancelled your reservation you will receive the cancellation confirmation email from us. Please check your inbox and spam/junk mail folders. If you don’t receive this email, please contact us.

46. If my paid reserved room is occupied, do I receive the refund?

Normally this case never occurs. Provided that you have successfully booked and made payment for your hotel room through hotelvietnam.org, you will of course receive your booked room available when checking in. If, for some very rare unexpected and uncontrollable reason, this might happen, you will receive the refund immediately.

47. How do I get the refund for cancellation?

For detailed cancellation and refund policy, please kindly read our Terms and Conditions. If your cancellation, according to the cancellation & refund policy, is fully free of charge, you will receive the full refund to your account no later than 30 days since you cancel your payment. Please remember to check your account then and confirm us as soon as you receive the refund.

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