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FAQ

SOME THINGS YOU SHOULD KNOW

 

  1. What does the Price include?
    The Prices showed on our system is in USD (United State Dollar), INCLUDED Tax and Service Charge but EXCLUDED Bank Fee. Please check carefully the inclusion and exclusion of services before booking. Included and excluded services will also be listed in our confirmation email.

Important note:

– Price is in United State Dollar (USD)

– Price is based on Double/Twin Occupancy accommodations.

– Price does NOT include surcharges for Bank Fee and other surcharges if any.

 2. Do I need to pay the deposit to Smiletravel?
The deposit is required to guarantee your reservation (tours, hotels, transfer, etc.). After receiving your deposit, we’re going to reserve the services for you. So the deposit is required to secure your booking. Normally, 30% of total cost will be required for deposit at the booking time. For some urgent cases or special types of promotion, we will require full payment at the booking time.

3. How can I make a payment with Smiletravel?
You can pay us by:

– Credit card (pay online via Paypal system, or Letter of Authorization & POS): we will send you a payment link to pay through Paypal, or you can pay through POS when we meet directly in Hanoi.

– Cash: you can pay us by cash (VND, USD, AUD, EUR – exchanged by local rate) at our Hanoi office or at your hotel in Hanoi.

Notice: Payment by Cash is only applied for trips that start from Hanoi with an amount > 500USD. For the amount less than 500USD, please let us know your request, we will consider each case.

– Bank Transfer (all sides of bank fee paid by you): for a large amount of money (> 2000USD ), you can pay us through bank transfer to reduce the bank fee. For our bank account details,

Notice: Please fill exactly Account Number, Account Name & Swift code – It’s very important for smoothly receiving your money.

4. When do I have to pay the remaining balance?
– The full payment will be made before your departure date. Exact deadline, which will be confirmed by our travel consultant, depends on each service you booked.

– The remaining balance will be paid directly to Smiletravel. In some cases, you can pay Cruise or Hotel.

– The remaining balance could be paid in Cash (VND, USD) or Credit Card (Visa, Master…).

5. How to make a cancellation? And will I be charged when cancelling my booking?
If you want to cancel a booking, please send a cancellation request by email or sending a fax to us. We do not accept a cancellation by phone. Please read carefully the cancellation policy of each program in the Check Rates tab. We also note clearly about the timing of cancellation and how much will be charged for the cancellation. Notice: we ONLY accept cancellation in writing by email or fax, NOT by phone.

6. How long does it take from Halong to Hanoi Airport directly?
The distance from Halong to Hanoi airport is around 200 km. If you go by private car, it takes about 3.5 hours from Halong to Hanoi airport directly. The cheaper option is taking a Shuttle Bus from Halong to Bac Ninh (on the way back to Hanoi from Halong), then taking a taxi to the airport (about 20 USD). It will take about 4 hours.

7. How long does it take from Hanoi to Halong Bay?
The distance from Hanoi to Halong Bay is about 170 km. Shuttle Bus takes you around 3.5 hours, included haft-hour for break time from Hanoi to Halong Bay. If you go by private car, it takes around 3 hours.

8. Does Shuttle Bus pick up/drop off us at Hanoi Airport or Train Station?
Shuttle Bus only picks you up/drop you off at Hotel in Hanoi Old Quarter, not Hanoi Airport or Train Station. Some Shuttle Buses only pick you up at their office, such as Halong Emeraude Cruise, Halong Victory Star Cruise… If you need a transfer from/to Hanoi Airport or Train Station, you can take a taxi to join the Shuttle Bus or request a private car.

9. Does Shuttle Bus pick up/drop off at Hanoi Hotel?
Almost Shuttle Bus will pick you up/drop you off at Hotel in Hanoi Old Quarter, but except for the Hotels that are far away from Hanoi Old Quarter such as Sheraton Hanoi, Sofitel Plaza, Daewoo… and some others located in narrow, crowded alley. However, some Shuttle Buses only pick you up and drop off at a fixed place, such as Emeraude Cruise, Victory Star Cruise… For the detail, please email us.

10. Do you offer a private car for round trip: Hanoi- Halong-Hanoi?
Almost our Halong Bay tours include Shuttle Bus for round trip Hanoi-Halong-Hanoi, except for some luxury tours which the price of Shuttle Bus is a little high. Our website supports you in booking a private car online. In optional service booking page, you can book a private car or upgrade from Shuttle Bus to private car for your trip.

11. What time does Shuttle Bus pick up/drop off guests in Hanoi?
That depends on each cruise, the time may be different. Normally, the Shuttle Bus will pick you up at your hotel in Hanoi Old Quarter around 8:00 am to 8:30 am and drop you off around 16:00 pm to 16:30 pm in Hanoi.

12. Is there any special package for a honeymoon, wedding anniversary or birthday vacation on a cruise?
Halong Bay is a very suitable place for the honeymoon, wedding anniversary or birthday vacation. Depend on your budget, you can join a sharing cruise or take a private cruise. But all our cruise partners have activities to celebrate your special occasions such as decorating your bed with rose petals in a heart shape, giving chocolate or birthday cake…

13. How about drinks on a Cruise?
Guests can order drinks from the cruise’s menu. Besides the mineral water, tea and coffee included in your program, other drinks are for your own expenses. On our website, included and excluded drinks are noted clearly with each cruise package.

14. What do we need to bring to Halong Bay?
Whenever travelling, it’s highly advised to carry insect repellent, hand sanitizer, aspirin/paracetamol, medicines for stomach troubles, etc. And don’t forget to bring your Original passport, swimming suits, sunglasses, cash or credit card, etc.

15. Do I need to provide you with my personal information such as passport number, date of birth… when joining on a Halong Bay cruise?
Yes, you have to provide us passport number, birth date, nationality, visa expiration date… before checking the cruise. Children whose travelling documents are attached to parent’s passport must travel with the parent.

16. Can I trust the Halong Bay cruise reviews on your website?
Yes, you can trust the reviews on our website. The reviews are submitted by our customers after using the services. We publish them without modifying. When you finished using each service (Hotel, Cruise, Tours) we will send you an email to get your review about them.

17. Should I stay one night or two nights in Halong Bay?
The answer depends on your budget and your time. If you have enough time and can afford the longer option, you are surely recommended to book a 2-night cruise. Some of the listed reasons are as follows:

– You will have more time to spend on the boat and feel less rushed about the road travel between Hanoi and Halong Bay. Many travellers who cite their only discomfort with taking a 2-day trip is that they have to do 4-hour road trip on both first and second day of the trip.

– A 2-night trip will allow you to explore further parts of the Bay such as Lan Ha Bay, Bai Tu Long Bay, Cat Ba Island and experience different activities like swimming, kayaking, boat rowing, trekking (in Cat Ba National Park), etc. that a 1-night cruise cannot otherwise offer

Most cruises use a day boat on their second-day program, which will be able to take you to the more secluded caves and beaches in Halong Bay. There will be the longer time for kayaking and be swimming as well.

18. What is Cancellation Policy due to Bad Weather of Halong Bay cruises?What is the bad weather that might occur in Halong Bay?
Halong Bay is located in the north of Vietnam. The weather of Halong Bay is the coastal climate. There are two distinct seasons in each year: summer from May to October and winter from November to April next year.

Summer (from May to October): This is the hot season in Halong Bay, as is the stormy season. There are usually more than 5 storms coming to Halong Bay in this season.

Winter (from November to April next year): This is the cold season in Halong Bay. The bad weather may occur in Halong Bay are foggy, monsoons, cyclone and thunderstorm. Some kinds of bad weather are forecasted in advance from 2 to 3 days (storm, typhoon…) while some are not (monsoons, cyclone, thunderstorm…).

Therefore, the cancellation may be informed before you leave Hanoi to Halong Bay or when you arrive in Halong Bay.

19. What are Cancellation Policies due to bad weather?
All cruises in Halong Bay must have permission from Management Board of Halong Bay to stay overnight in the Bay. Based on the weather conditions (high winds, monsoon, thunderstorm, cyclone, storm,…), the Management Board has the authority to cancel all cruises on a certain day to guarantee the safety of tourists.

In those cases, following policies will be applied:

– If the cancellation is informed before you leave Hanoi to Halong Bay (you have not used any service yet): 100% refund.

– If the cancellation is informed during the trip (you have already used some services: transfer, lunch, day trip, hotel in Halong,…): Only the fee for these services will be charged and we will refund whole remain amount

– If the trip is cut down from 3 days/2 nights to 2 days/1 night, we will charge for 2 days/1 night trip, plus other services you have already used and refund the remaining amount.

Important Notes:

– The cancellation is announced ONLY by the Management Board of Halong Bay and often in short notice of time. Therefore your understanding of these situations are highly appreciated

– The period from May to July is considered as stormy weather in Halong Bay with many unpredictable weather conditions. Hence more cruises will be cancelled with short notice during this season.

– In all cases, please contact our consultants directly for any urgent help. We are here to support you with all of our best!

HAVE A GOOD TRIP WITH US!

 

What does the Price include?

The Prices showed on our system is in USD (United State Dollar), INCLUDED Tax and Service Charge but EXCLUDED Bank Fee. Please check carefully the inclusion and exclusion of services before booking. Included and excluded services will also be listed in our confirmation email.

Important note:

– Price is in United State Dollar (USD)

– Price is based on Double/Twin Occupancy accommodations.

– Price does NOT include surcharges for Bank Fee and other surcharges if any.