Will the money be refunded if we cancel the trip?

Please kindly refer to our general terms and condition policy and specific terms for each experience or trip on the relevant product page. Generally cancellations outside 30 days will be free of charge.

How can I book a hotel or a tour?

On our Homepage, you can easily use the search panel to find your favourite hotel rooms or a package Or you can navigate to the menus on the top of the website of Stays for hotels, Experiences for activities or Journeys for packages and select the preferred room that suits you best.

What travel documents do I need?

The general rule for international travel is that you must ensure your passport is still valid for at least another six (6) months at the end of your travel date, the applicable visa(s), and a return or onward journey ticket.

Do I need a visa to enter the country I am visiting or traveling through?

It depends on your country of destination. So you need to check carefully on Government website and airlines where you want to visit or travel through. Normally, you can stay at the airport within 24 hours without a visa in some countries.

Which credit cards do you accept?

We currently accept both Debit/Credit cards (Visa, Master) for our online booking.

We also accept all the fees paid through bank transfer, VNPay, E-Wallet or ATM cards issued by banks in Vietnam. However, if you choose these payment methods, you have to send us the receipt for checking..

What are the policy for children?

For accommodation, it is a general rule that maximum 2 children under 10 years old can share with parents free of charge. Some hotels would charge breakfast and/or the rollaway bed if required. Please check with us if you have children on the booking
For tours, we have discounts rate for children. Please send us an email and we will quote accurate rates for you.

Which name should I use on my airline ticket?

You must use your full legal name as it appears on your official, government-issued photo identification (such as your passport, permanent resident card, citizenship card).

Please note: Airlines reservation systems do not accept punctuations in the name such as hyphens, commas, apostrophes, or periods, so please leave these out. It is extremely important not to use nicknames, abbreviations, or other names (such as your married name) if they do not appear on your identification. In order to board your flight, your photo identification must match the name on your ticket. Airlines are generally unable to change the name on airline tickets after they have been purchased.

How much Baggage is permitted on the flight?

The rules for Baggage allowances and restrictions will vary depending on which airline(s) you are flying.
The best source of information about luggage limitations, security, and the cost of excess luggage is the airline on which you are traveling. Call their toll-free number or visit their website for details.
If you call, be prepared with the weight and dimensions of each piece of luggage that you wish to transport. The airline representative can provide you with approximate costs for oversized or extra pieces.

What is the free baggage allowance on flights?

Low cost carriers do not allow any checked baggage on flights so you will need to purchase it at the time of booking flights.

Traditional airlines usually include minimum 20 kg of checked baggage per ticket for domestic flights, and 23 kgs for international flights.

Can I amend my booking once booked online your website

Once booking is made online, please contact us at support@travelmates.asia for assistance to your bookings.