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Frequently Asked Questions

GENERAL FAQ

Do you have any more questions about your tour? Please view our frequently asked questions to see if your question is answered below. If not, feel free to email us at: inbound@benthanhtourist.com
1.    Does BenThanh Tourist sell or release my personal information?
2.    What if my flight is delayed or cancelled?
3.    What if something happens and we get back late from a tour?
4.    What do your tours include and exclude?
5.    How many pieces of baggage am I allowed to bring? What is the size limit?
6.    What kind of accommodations do you have for an individual with a disability who utilizing a wheelchair?
7.    How are the tours scheduled? Will we be given free time to enjoy the attractions at our own leisure during the tour?
8.    How many passengers on average are there per tour?
9.    What kind of transportation vehicle do passengers ride on during the tour?
10.  What types of travelers typically join your tours?
11.  Can you please tell us where and how much time we would have for meal breaks during the tour?
12.  Do your tours provide meal accommodations? Do your tours offer meal options for vegetarians?
13.  What languages are your tours conducted in?
14.  Can you recommend any hotels located in Centre of city?
15.  I noticed that some tours on your site do not provide airport transfer service. Can you recommend some resources for airport transfer service if I book these tours?
16.  What can we do if we choose not to go on the optional tours.
17.  Is the drop-off location the same as the pick-up location for all of your tours?
18.  If I choose to join Vietnam and Cambodia tour, should I apply for a Cambodia visa beside the Vietnam Visa? If I need it, how do I get it?
19.  My child is younger than 2 years old. Do I need to purchase a ticket for him/her?
20.  I understand that meals are not included, but is breakfast an exception?
21.  What type of hotel room will we have? How many beds will we have and what size will they be?
22.  What kind of tour bus will the passengers transported in and what are the seats like?
23.  How do I select a non-smoking room when booking a tour package?
24.  I have motion sickness, trouble walking, limited mobility, ect. Can I request a front seat on a bus tour?

1. Does BenThanh Tourist sell or release my personal information?
BenThanh Tourist respects your privacy. We will not under any circumstance sell or release your information to anyone. All of the information obtained from our website will be used for processing purposes only. The only e-mail you will receive from BenThanh Tourist will be in regards to your reservation and other information you may have requested, such as newsletters and updates.

2. What if my flight is delayed or cancelled?
Please contact our office or emergency contact number listed on your E-Ticket/Confirmation to see if another pick-up time with or without additional charge could be arranged. If not, you may self transfer to the hotel by taking a free hotel shuttle bus (if hotel offers it at your arrival airport) or arrange transportation on your own (i.e. taxi, bus, etc.) to the hotel. Hotel information will be provided on your E-Ticket/Confirmation. If "hotel name or similar" is stated on your E-Ticket/Confirmation, it means you can confirm hotel name and address on the day of departure by calling our emergency contact number or send us email 1-2 days before departure to: inbound@benthanhtourist.com

3. What if something happens and we get back late from a tour?
There is always a chance of heavy traffic, unexpected weather conditions, mechanical failures or other uncontrollable factors that may delay your return time. Therefore, we are not responsible for any related consequences to these unforeseeable events. However, should such a problem occur, we will always try our best to arrange alternatives for our guests.

4. What do your tours include and exclude?
Our tour packages that are two days or longer generally include hotel accommodations and ground transportation. Additional expenses incurred during the tour would be for meals and optional tours. Meals can cost roughly between $10 and $40 per meal per person depending upon what is ordered. Please refer to the tour web page for the "Package Includes" and "Package Excludes" sections for more details.

5. How many pieces of baggage am I allowed to bring? What is the size limit?
For BenThanh Tourist multi-day tours, two pieces of standard-sized luggage including one carry-on are generally accepted per passenger. The average luggage size is no more than 62 inches when adding the width, length and height of your luggage piece. Please be advised that these dimensions are just an average and may vary depending on tour provider.

6. What kind of accommodations do you have for an individual with a disability who is utilizing a wheelchair?
Our tour coaches are not usually equipped with a wheelchair lift or ramps. If the person with a disability can walk up and down the bus stairs and the wheelchair can be folded and stored in the bus trunk, there should not be any problem for the individual to join the tour. We will try to arrange for him/her to be seated in the front of the bus. Please make a note of the disability in the "Comments" section when you book the tour online.

7. How are the tours scheduled?  Will we be given free time to enjoy the attractions at our own leisure during the tour?
Daily tour itineraries usually begin between 7:30 a.m. and 8:30 a.m. every morning and finish between 6:00 p.m. to 7:00 p.m. in the evening, depending on the tour scheduled for that day. On average, the tours usually allow 1-2 hours for any place of interest depending on how much there is to see at the location. Some tours will take you to many well-known attractions in one day. All of our tours offer numerous activities in order for our travelers to get a full sightseeing experience during their excursion. But if you request for private tour, you will have free time to enjoy the attractions at your own leisure.

8. How many passengers on average are there per tour (joining group tour)?
The number of passengers per tour can vary depending on the vehicle size used for each tour. The capacity of most tours (2 or more days) for a standard commercial coach is between 20 and 35 people. An average group is usually comprised of approximately 15-20 people. Again the size of the tour group varies depending on the popularity of a specific tour and the time of the year when the tour is scheduled to depart.

9. What kind of transportation vehicle do passengers ride on during the tour?
You will enjoy the tour in the comfort of a spacious and luxury-equipped motor coach for most of our tours lasting three days or longer. It is equipped with climate controlled air conditioning, reclining seats, individual reading lights, storage compartments, VCD/DVD and. Our drivers have years of experience driving motor coaches and the seat assignments are rotated daily by the tour guide. If you book for private tour, we often use: car 4 or seats for 1-2 guests, Car 7 seats for 3 guests; mini bus 16 seats for 4-8 guests.

10. What types of travelers typically join your tours (joining group tour)?
Our travelers range from youngsters to senior citizens. Travelers include singles, couples and groups. BenThanh Tourist’s customers come from all over the world to enjoy the variety of tours that we offer.

11. Can you please tell us where and how much time we would have for meal breaks during the tour?
We often have lunch and dinner in local restaurants, food courts, buffet restaurants and international dining restaurants. Lunch time will be shorter than dinner. Time for lunch and dinner varies from 45 minutes to 1 hour or longer, depending on your tour schedule. The arrangements are made by the tour guide. The cost of each meal depends on what type of food you choose to purchase.
Some tours to Sapa or transfer by train (overnight on train) will not have an arranged breakfast. Tour guides will often either advise guests to buy something for breakfast the day before or the tour will make a stop at a destination that sells coffee and snacks on its first stop or at a restaurant where serve Vietnamese breakfast.

12. Do your tours provide meal accommodations? Do your tours offer meal options for vegetarians?
Our tour packages do not include meal accommodations unless specifically stated. Meal breaks will be arranged at hotels, various ethnic restaurants, food courts and fast food restaurants. Customers should check each meal location for its vegetarian options.
Our tour guides will arrange meal breaks three times a day. Guests should prepare to pay between $7 and $40 USD for each meal per person per day depending upon what is ordered.

13. What languages are your tours conducted in?
Our tours are typically conducted in English. The available languages are always indicated on the tour web page. We do have many tours that offer tour guides that speak other languages with surcharge for that languages. You’re welcome to ask us about the languages offered for any tour before making your reservation. Please let us know if you have a language preference.

14. Can you recommend any hotels located in each city?
BenThanh Tourist can help you save money on hotels in variety city in and other cities across the globe.

15. I noticed that some tours on your site do not provide airport transfer service. Can you recommend some resources for airport transfer service if I book these tours?
BenThanh Tourist offers many options for airport transfer service in a variety of cities.

16. What can we do if we choose not to go on the optional tours?
Optional tours are booked through the tour guide while you are on the tour or you can contact us before your departure at: inbound@benthanhtourist.com. If you do not wish to participate in certain tour activities, you can roam around the destination city or attraction as you please. The tour guide will inform guests on the return time to the tour coach before he dismisses the group.

17. Is the drop-off location the same as the pick-up location for all of your tours?  
The tours usually pick up and drop off at the same location unless otherwise stated in the tour details.

18. If I choose to join Vietnam and Cambodia tour, should I apply for a Cambodia visa beside the Vietnam Visa? If I need it, how do I get it?
Generally, international travelers should bring their passport and required documents in order to enter Vietnam, Cambodia or any other countries in Asia and return to your country. Cambodia visas is required depending on your nationality. It is very easy for Cambodia visa, you just need your passport and 2 photo (passport size), you can get visa upon arrival at Cambodia internatiol airport or border without pre-arrangement visa paper.

19. My child is younger than 2 years old. Do I need to purchase a ticket for him/her?
Different tour providers have different pricing and regulations regarding children younger than 2. The pertinent information can be found in the "Pricing" and "Special Notes" section on the tour page. It is important than you inform BenThanh Tourist of the ages of any children going on the tour in the "Comments" section when making your reservation.

20. I understand that meals are not included, but is breakfast an exception?
Meals are usually not included in the total tour package price except some special meal and will have to be paid for through the course of the tour. Breakfast is included. Please note that you will be responsible for meals charges before hotel checkout.

21. What type of hotel room will we have? How many beds will we have and what size will they be?
The hotel room usually has one double bed (double room) or 2 single beds (Twin room). You can use the "Comments" section to inquire about the hotel room bed type.

22. What kind of tour bus will the passengers transported in and what are the seats like?
The tour buses are equipped with regular cushioned seats.
Depending on the number of participants on your chosen departure date, a mini tour coach or 45-seater bigger tour coach may be used. However, tour coaches arrange to stop every two to three hours on the way to provide restroom or meal stops for passengers.

23. How do I select a non-smoking room when booking a tour package?
You should inform BenThanh Tourist know that you want to have a non-smoking room in the “Comments” section when making your reservation.


RESERVATION FAQ
Do you have any questions about your reservation? Please review our frequently asked questions about reservations to see if your question is answered below. If not, feel free to email us your specific request at: inbound@benthanhtourist.com

1.    What is the reservation process? How long does it take to confirm my reservation?
2.    Can I change my reservation after I submit it online?
3.    I am afraid that I may have accidentally duplicated my reservation?
4.    If I’d like to book additional hotel nights as an extension, is it possible to reserve the nights at the same hotel where we will be transferred to on Day 1 of the tour?
5.    If I cannot make it to the tour at the last minute but do not want to forfeit my tour, what can I do? Can the tour ticket be transferred to another person?
6.    Can you confirm the hotel information (such as hotel name, address and contact info) that I will be staying in for all the tour nights that I have booked with your company?
7.    I cannot receive my E-Ticket/Confirmation by email due to my traveling schedule. Is there another method of receiving my E-Ticket/Confirmation?
8.    As a single Traveler, is everything included my tour?
9.    If I come alone to the trip, how much do I need to pay? Is it possible to share a room with another person who is also traveling alone?
10.    How do I pay for the optional tours?
11.    Can we reserve seats at the front of the bus?
12.    What kind of supporting documents will we need to send, if my order is an international order or if the credit card transaction is over $4.000?
13.    I do not have access to printing and thus are not able to send the Acknowledgement of Card Billing. Is there any other way to do it?
14.    How early are we able to check into our assigned hotels for the tour?
15.    Does BenThanh Tourist accept phone, fax, email or regular mail reservation?
16.    How long in advance must we book and pay for everything?


1. What is the reservation process? How long does it take to confirm my reservation?
- Immediately after submitting your reservation, you will receive a Receipt of Reservation via email.
- Within one to two business days after submitting your reservation, you will receive a confirmation email from us. If there is any additional information that is needed, we will ask you for it at that time, i.e. flight information, hotel extension, etc.
- An E-Ticket/Confirmation will be sent to you via email two or three days or sooner before your departure date, providing you with all the detailed information about your tour. Contact information for the local tour provider will be included on the E-Ticket/ Confirmation for your convenience and reconfirmation purposes.
- Simply print your E-Ticket/Confirmation and present on the day of your activity to your tour guide. Please remember the E-Ticket/Confirmation is your proof of purchase. (Please send us an email at inbound@benthanhtourist.com  if you have questions regarding your E-Ticket/ Confirmation. We suggest you include your E-Ticket/Confirmation number in the subject line of your email.)

2. Can I change my reservation after I submit it online?
Yes, you can. And please note that: Your purchase will initiate a reservation process. We will confirm your reservation with you via email within one to two business days. The cancellation fee: please see “Payment & Cancellation”. If your purchase cannot be confirmed for any reason, we will fully refund your purchase without any additional charges.
Amendment Fees:  please see "PAYMENT & CANCELLATION POLICY"
- All cancellations must be made directly with BenThanh Tourist, not with providers
- Some tours may require a minimum number of people to operate. The affected customer will be fully refunded or may choose a similar tour product as a substitute. However, please keep in mind that should this happen, it would be under very special and rare circumstances. We will try our best to accommodate our customers' travel needs.
- We will process your cancellation / refund request within 1-7 business days.
Cancellation must be made in writing by e-mail to: inbound@benthanhtourist.com
 
3. I am afraid that I may have accidentally duplicated my reservation?
Please immediately send us an email at inbound@benthanhtourist.com or contact our office by phone. We will void the duplicated reservation for you as long as it has been confirmed.

4. If I'd like to book additional hotel nights as an extension, is it possible to reserve the nights at the same hotel where we will be transferred to on Day 1 of the tour?
It is a good idea to stay at the same hotel instead of switching hotels. If you would like to book additional hotel rooms through us, please make a note specifically listing the date(s) in the comment section when you book your tour online. We will try to book the same hotel as the one you are staying at on the first day of the tour. Therefore, on the second morning, you will be picked up directly from the hotel.

5. If I cannot make it to the tour at the last minute but do not want to forfeit my tour, what can I do? Can the tour ticket be transferred to another person?
Yes. You may contact us with the Full Name of the guest who will be replacing you on the tour.
Please note that if the tour includes airfare, which is non-refundable, there will be the extra fee necessary to purchase the air tickets for the new guests along with the applicable amendment fee.

6. Can you confirm the hotel information (such as hotel name, address and contact info) that I will be staying in for all the tour nights that I have booked with your company?
Please refer to your E-ticket/Confirmation for hotel names. The first hotel names listed on your E-Ticket/Confirmation are normally the hotel accommodation that you will be staying at. The hotels may change depending on hotel availability, size of group and many other factors. We try to arrange for all of our customers to stay at the same hotel. However, sometimes we will not know until 1 to 2 days before the departure date. We guarantee hotels similar in quality to the ones listed on E-Ticket/Confirmation if this is the case. You may contact our office 1 to 2 days before departure to re-confirm hotel information.

7. I cannot receive my E-Ticket/Confirmation by email due to my traveling schedule. Is there another method of receiving my E-Ticket / Confirmation?
Yes, you can provide a fax number to us and we can fax your E-Ticket/Confirmation to you. Please print your E-Ticket and present it on the first day of the tour.

8. As a single traveler, is everything included my tour?
Price for single occupancy travelers will apply when a single person stays in a standard hotel room. Our tour packages regularly include hotel accommodations and ground transportation. Your additional cost can include a fuel surcharge and optional tours. Our tour prices usually include taxes. Gratuities for tour guide and bus driver are not included in our prices. Service charges must be paid when you are on the tour. The amount minimum per day is listed under "Package Excludes".

9. If I come alone to the trip, how much do I need to pay? Is it possible to share a room with another person who is also traveling alone?
You will need to select to pay the "Single Occupancy" rate if you are booking your reservation for one person.
We do not link up single travelers together.

10. How do I pay for the optional tours?
Your guide will introduce all the optional tours to you during the trip. You may choose to participate in the optional tours depending on your preference. Once you decide which optional tours you want to join, you will only need to pay your guide for that optional tour.

11. Can we reserve seats at the front of the bus?
Seats at the front of the bus are arranged based on a "first come, first serve" policy for the first day of the tour. The tour guide will rotate and arrange seats for guests daily for the rest of their time on tour.

12. How early are we able to check into our assigned hotels for the tour?
The standard hotel check-in time is 02:00 p.m. Hotel staff may allow check-in earlier, if they have available rooms at the time. If not, you may ask if you may store your luggage at the hotel.

13. Does BenThanh Tourist accept phone, fax, email or regular mail reservations?
Yes, It’s our pleasure to receive any your inquiry to Phone, Fax, Email reservations.

14. How long in advance must we book and pay for everything?
We recommend that you book your tour as soon as all of your travel dates are set. We then can secure your seats for your reservation as soon as possible. Many times our tours become sold out. Tours that may show availability online can easily become sold out, depending on when the full payment for the reservation has been made.
 

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