I. General Information

1. What is a Twin, Double, Triple or Extra Bed?
2. What does Run of House or R.O.H mean?
3. There are no rates for the dates I would like to book. What do I do?
4. Are your rates per room or per person?
5. Can I make a reservation directly through the hotel?
6. Can I make a reservation for someone else?
7. When is the latest time I can reserve my room?
8. Is breakfast included in the rates I pay?
9. What type of breakfast included?
10. Are other meals included with my reservation?
11. What is gala dinner?

II.Children Policy

1. Are there any discounts offered to children?
2. My children are 13, 10 and 3 years old, do you count them as children?
3. What about my 2-year old baby?
4. Why do I need an extra bed for my child?
5. Anything else I need to know?

III.Contact Details

1. Our contact information.
2. Making a Reservation

IV.Booking Process

1. How do I reserve my room?
2. I have filled in your booking form and submitted my credit card information. What happens next?
3. What is a Reservation Reference Number?
4. How long does it take to confirm my room?
5. Why is the hotel that I selected is not available? What do I do?
6. When is my booking complete?
7. What is the due date?
8. What is the reservation voucher?
9. I've checked with the hotel and they have no booking under my name. Why?
10. What are your booking conditions?

V. Making Payment

1. Why do I prepay my reservation?
2. When and how much will you charge my card?
3. How can I make my payment?
4. Is your payment system secure?
5. What credit cards do you accept?
6. I don't have any credit card. Do you accept other forms of payment?
7. The credit card number is correct, but it is declined. Why?
8. What happens to my reservation if my credit card is declined?
9. How do I know whether you can successfully charge my credit card or not?
10. I need an official receipt. Can you do this?

VI.Credit Card Charges

1. How do I see the reservation charge in my credit card statement?
2. Why is the charge on my card appears in a different currency other than the one online?
Changes in reservation details

VII.Extension of Stay

1. Should I wish to extend my stay, how do I proceed?

VIII.Cancellations/ Amendments

1. If I have to amend or cancel my reservation who should I contact?
2. Do you charge any fees for cancellation or amendment?
3. How do you refund a cancellation?
4. When will I get the funds from cancellation to my account?
5. Is there any other details I need to know about cancellation?

Arriving at the hotel

IX. From the Airport

1. Can you arrange pick-up service from the airport?
2. What happens to my hotel booking if my flight is delayed?

X.Hotel Check-in Formalities

1. How do I check in at the hotel?
2. What is the check-in/out time?
3. I have lost my voucher, what do I do?
4. Can I invite a guest/friend to stay in my room?

Vietnamhotels.vn answers

Understanding our offers

I. General Information

1. What is a Twin, Double, Triple or Extra Bed?
The twin, double and triple room denote the different bed configuration for the room type of your choice. The extra bed usually is the roll away bed for the third person. However, some hotels do not allow any extra bed in the room as the room might be too small.

Twin Room is the most common bed configuration that the hotel will offer. Normally there will be 2 single beds, but for some five-star hotels this might be 2 queen-sized beds.

Double Room consists of one bed for two people. The hotel will offer this configuration subject to availability only. However some expensive room types or villas at some hotels might offer only double room only.

Extra Bed is always required at an additional cost for the third person joining the room except for children (please see conditions in Children Policy section). Extra bed rates normally include the breakfast if the basic room rates does so.

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

2. What does Run of House or ROH mean?
If you book the Run of House (ROH) room type, the hotel will decide the room type for you. Normally the room of lowest category available will be offered.

3. There are not rates for the dates I would like to book. What do I do?
Please contact us by email for the rate information. Our Client Service will be happy to quote the rates for the period that you need. Please make sure you state the hotel name, room types, number of people together with the number accompanying children plus their ages, if any.

4. Are your rates per room or per person?
This will depend on the information published on the rates page. Normally we charge on the basis of either a Twin or a Double room (inclusive of 2 people).

5. Can I make a reservation directly with the hotel?
You can book the accommodation directly with the hotel (by hotel' tel, fax in our website) but we cannot guarantee the prices. In general the hotel will offer the "published rate" or "walk-in rate" which can be a lot higher than those offered on our websites.

Travel companies usually offer very good deals for hotel accommodation through their bulk purchase of hotel rooms at very competitive rates. By special arrangement with the hotel and through our extended distribution channels, we are able to offer very big savings on hotel accommodation.

6. Can I make a reservation for someone else?
Of course you can make a reservation for other people. You will need to provide the name of the person who will stay at the hotel instead of yours under when specifying the "Guests" name. However, make sure that the contact details provided are reachable. Upon completion of booking we will provide a Reservation Voucher as a proof of purchase, which will be needed at the time of checking in.

However, if the credit card holder is not one of the person staying at the hotel, the card holder will need to sign our Credit Card Authorization form and fax to our office within 48 hours to guarantee that the payment is genuinely authorized by the card holder. Otherwise we cannot confirm your reservation.

7. What's the latest time I can reserve my room ?
In general you can reserve up to 3 days prior to arrival in city locations such as Hanoi, Ho Chi Minh city. For resort and beach destinations such as Nha Trang, Mui Ne, Phu Quoc the reservation lead time is longer depending on the season and can vary between 7, 14 or 21 days.

8. Is breakfast included in the rates I pay?
Each hotel has a different policy on whether or not breakfast is included so we advise you to check the details on the hotels rate page.

9. What type of breakfast is included?
Most hotels offer buffet breakfast, generally American Breakfast (ABF) or Continental Breakfast (CBF). However, this varies depending on the hotel and destination.

If breakfast is not included in the room rates you will have to pay directly to the hotel.

10. Are other meals included in the room rates?
Meals other than breakfast are not normally included, and it will be at an additional cost to be paid directly to the hotel.

However, some hotels do offer a choice of half board (breakfast plus dinner) or full board (all meals). The details will be listed on the rate page if the offer is available. Please also refer to the gala dinner section down below.

11. What is a gala dinner?
During the festive season such as Christmas, New Year, or local holidays such as lunal new year, national day, some hotels might arrange a special dinner to celebrate the season, and this is generally a gala dinner. In the resort and beach destinations, most hotels require their guests to attend the gala dinner and thus is compulsory.

The gala dinner cost needs to be paid at the time of the reservation is made as well as the room cost.

Most hotels offer discounts to children age between 3-12 years old. However this policy varies. Please check the details on our rate page.

Related Topics: Children Policy

II. Children Policy

1. Are there any discounts offered to children?
Yes, but only at some hotels.

The policy for children varies from hotel to hotel. Should your children qualify for a rate discount, we will pass these discounts on to you. When you make your booking, please state the number of children in your party and their age so that we can advise you of the correct hotel rates that will be applied to your booking.

Generally the discounts for children is applicable only when there is only 1 child sharing the same room with parents. The situations down below are the cases that frequently occurred:

* Usually, a child under the age of 6 years old can share the room with parents without any extra bed.
* Mostly, the hotel will charge for an extra bed for a child under 12, but older than 6 years old.
* Some hotels do require that the children pay for the breakfast at a discount rate at the time of the booking, but for some other hotels this can be paid directly at the time of check-out.
* Baby cots suitable for children under 2 year can be made available upon request and may sometimes be subject to additional charges
* For 1 adult + 1 child, a full twin room rate will be charged
* For 2 adults + 1 child, the conditions vary depending on the age of the child, meals, and also the hotel's own policy as stated above.
* For 2 adults + 2 children sharing the same room, a triple room rate will be charged plus the children breakfast rate if applicable
* For 1 adult + 2 children, a full triple room rate will be charged
* For 1 adult + 3 children, a triple room rate will be charged plus the children breakfast rate if applicable

The children policy differs from hotel to hotel, and we will have to follow the hotel's own policy. Our Client Service will advise the total costs for children before charging your credit card.

Please ensure that the child age is specified at the time the booking is made in order to claim any discounts (if available). Without any age information, we will have to apply the adults price for all cases.

Related Topics: Child Age

2. My children are 13, 10 and 3 years old, do you count them as children?
The hotel will usually see this case as 1 adult and 2 children. In general, children are those whose ages fall between 3 - 12 years of age. If your child is older than 12 years old then the full rates will be applicable.

However, the children policy differs from hotel to hotel.

3. What about my 2-year old baby?
Children under 3 years old are normally considered as baby or infant. There will be no extra charge. Again this rule differs from hotel to hotel.

Baby cots suitable for children under 2 year can be made available upon request and may sometimes be subject to additional charges

4. Why do I need an extra bed for my child?
It is compulsory for the third person joining the guest room to have an extra bed at the rate specified by the hotel. Therefore, if there are more than 2 people in your room you will need to have an extra bed.

In addition, except that the room you book contain more than 1 bedroom, in general, the hotel will only allow maximum 3 adults per room. If your group has 3 adults plus a child or more you will need to book more than 1 room.

5. Anything else I need to know?
On the booking form we request you to enter the age of the child (addition request box), please make sure that the information is accurate for it affects the cost of your reservation. You will have to pay additional fee if the age does not match and thus incur extra costs.

If child rates are not specified on the website, generally they will be billed to your account directly by the hotel at the time on departure.

III. Contact Details

1. Our Contact Information
OPENTOUR – SINHCAFE ®
Ha Noi office: 93 Hong Ha road, Ba Dinh Dist., Hanoi Capital, Vietnam
Ho Chi Minh office: 161 Pham Ngu Lao street, 1 Distric, Ho Chi Minh city
Telephone: (84.4) 37171444 - (844). 37171818
Facsimile: (84.4) 37171525 - (84.4) 3.7172225
Hotline: (84.9) 322 2225 (Mr. Nam)
Email: info@opentour.vn
Website: - http://www.vietnamhotels.vn/
- http://www.sinhcafe.com.vn/ (English)
- http://www.dulichvietnam.com.vn/ (Vietnamese)

Making a reservation

IV. Booking Process

1. How do I reserve my room?

1. Select your destination and the desired hotel
2. Check the hotel information and rates displayed on the web page
3. If the hotel is what you want and you wish to make your reservation, please fill in the booking form
4. Make sure you have read and understand our booking terms and conditions
5. Check your booking details once more and Click to SUBMIT button
6. That's it !!

After the booking is submitted, our Client Service will work on the booking to ensure that you get your confirmation in the shortest possible time. Once your booking is confirmed we will charge you credit card according to the time you made the reservation. Please see more details at the Making Payment section. We will contact you by email so make sure that the information provided is correct. If you have not heard from us within 24 hours, do please notify us immediately.

2. I have filled in your booking form and submitted my credit card information. What happens next?
Our Client Service will arrange your reservation with the hotel of your choice. This will take approximately 24 hours and 48 hours if on weekend. When we have a confirmation from the hotel, your credit card will be charged according to the Making Payment section. We will only charge your card if the hotel can confirm your booking. Otherwise, there will be no charge occurred.

We will always contact you by email regarding the reservation status. Please make sure the email address is correct and accessible.

3. What is a reservation reference number?
Once you submit a booking order our reservation system will automatically assign a unique identification number to your reservation. We will use this unique reference number to identify your reservation and personal preferences. You should use it in all correspondence with us.

4. How long does it take to confirm my room?
The entire process takes about 24 hours on weekdays.

5. Why is the hotel that I selected is not available? What do I do?
In the unlikely event that the hotel does not have available rooms we will notify you by e-mail as soon as possible with an alternative hotel within your preferred location and budget. We will not charge your credit card until we have your confirmation that our proposed alternative is suitable for you.

6. When is my booking complete?
Your booking is complete upon the successful charge on your card. We will then issue a reservation voucher to be presented to the hotel at the time you check in, as detailed in the reservation voucher subject.

Related topics: Prepayment | Credit card declined

7. What is the due date?

Due date is the cancellation deadline imposed by the hotel. All reservations will be charged in full on or before the given due date.

Upon confirmation of your booking, you will receive an email outlining your booking details together with the due date when we will charge the remaining balance of your hotel booking. Any cancellations must also be made before this date in order to avoid the penalty charge from the hotel.

Related topics: When will you charge my card? | Cancellations

8. What is a reservation voucher?
The reservation voucher is your proof of purchase. You will also need this voucher at the time you check in at the hotel.

The voucher will be issued after you have prepaid the total amount of the reservation. You will receive a link to retrieve your voucher on the Internet by email, 14 days before your arrival date as the latest time. If you do not receive this email do please contact your reservation agent as detailed in your first booking email.

Related topics: Our contact details | Losing reservation voucher

9. I've checked with the hotel and they have not booking under my name. What do I do?
Many of the hotels available through our websites have allotted a number of rooms through travel companies and their partners each day. All your details are kept on file under those room allotments, which will be submitted to the hotel close to your arrival date. The hotel will honour these bookings as part of their agreements with the travel companies.

Please do not be alarmed should this case happen. If you are in doubt about the status of your reservation, please do not hesitate to contact us.

Related topics: Reservation status | How do I know about my credit card charge?

10. What are your booking conditions?
Our booking conditions can easy be found on our website as Terms and Conditions. They form the agreement between you and us upon the booking is made. Please make sure you read and understand these terms and conditions before making a booking.

V.. Making Payment

1. Why do I prepay my reservation?
We are simply a travel agent for the hotels available on our websites. The discounted rates are only available to us on a prepayment basis.

To be able to confirm and secure your reservation, we will need the payment in full before your arrival.

Without payment, we regret that we are not able to hold your hotel reservation.

Related topics: Charged amount | Payment method | Reservation voucher | Credit card declined

2. When and how much will you charge my card?
The full cost of your reservation is required when we confirm availability of your room(s). The Hotel Voucher for your stay will also be available at this time.

3. How can I make payment?
We accept payment by credit cards.

The credit card holder must be one of the guests checking in at the hotel. Otherwise, we will need an official authorization together with the identification of the credit card holder faxed to us to confirm the payment.

Related issues: Making a reservation for someone else

4. Is your system secure?
Yes. Your details are encrypted before transmission to our secure server using Secure Socket Layer (known as SSL) technology. This ensures that your personal details remain confidential. We have our own SSL Security Certificate issued by Thawte Server CA (A Verisign Company).

In addition, we do NOT pass on your credit card details any other parties, even the hotel.

Please also remember that e-mail is not a secure means of communication - so NEVER include your credit card details in an e-mail to us.

5. What credit cards do you accept?
We accept Visa and MasterCard.

6. I don't have any credit cards. Do you accept other forms of payment?
We do accept payment by bank transfer, however, with stricter conditions.

As stated in the prepayment section, in order to secure your bookings we need to receive full amount of payment at least 14 days before your arrival. Therefore we recommend an early reservation in order to ensure availability. For bank transfer we require one-time prepayment in full equivalent to the value of your booking. In case of cancellations, the refund amount, if any, will be subject to the cancellation charge of 10 usd or 5% of the total payment (whichever is greater) plus the actual bank transfer fee.

7. The credit card number is correct, but it is declined. Why?
There are may reasons why your credit card may be declined.

Here are the most common examples:

* The card expiration date precedes the reservation date.
* You have reached your credit limit.
* The use of your credit card is for domestic purposes only (or limited to certain countries).
* You may have provided the wrong security code on the back signature panel.

8. What happens to my reservation if my credit card is declined ?
Your reservation is not confirmed.

We will email requesting alternative payment information and wait for 24 hours for your response. We cannot unfortunately, guarantee the same room availability as this will depend on the destination, hotel and the season.

9. How do I know whether you can successfully charge my credit card or not?
We will send you a confirmation email once we have successfully debited your credit card with the reservation costs. Otherwise, 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.

10. I need an official receipt. Can you do this?
You can use print our reservation voucher online as your receipt. We can also send the official receipt to you by post upon request. Please contact your Client Service staff together with the details required.

VI. Credit Card Charges

1. How do I see the reservation charge in my credit card statement?
Your statement will show the merchant name OPENTOUR for the payment of your reservation.

2. Why is the charge on my card appears in a different currency other than the price you quoted online?
We use the payment gateway with Dynamic Currency Conversion (DCC) system which converts the payment amount to your card's home currency upfront at the point of sales. Our payment gateway bases our foreign exchange rates on those established daily by the Visa and MasterCard interbank settlement system. In most cases, you can expect as good or even a slightly better conversion rate from our system than those from the traditional method where the exchange rates are applied by the issuing banks.

The currencies we support under DCC are Australian Dollar, Canadian Dollar, Japanese Yen, Euro, Hong Kong Dollar, New Zealand Dollar, Singapore Dollar, Swiss Franc, Thai Baht, Pound Sterling and US Dollar.

We can supply the exchange rate for each transaction made with us upon request. Please let us know at the time your booking is made, or contact our client service for any assistance.

Related Topics: Terms & Conditions
Changes in reservation details

VII. Extension of Stay

1. Should I wish to extend my stay, how do I proceed?
In order to secure the competitive rate, please contact our Client Service who will assist you in extending your reservation.

Related Topics: Direct booking with hotel | Contact details

VIII. Cancellations/ Amendments

1. If I have to amend or cancel my reservation, what do I do?
Please let us know by fax or email. All amendments and cancellations must be made in writing, quoting the booking reference number and the e-mail address you originally used to make your booking. (i.e. HN032090 or SG033090).

We are sorry but we cannot accept any cancellation requests by phone.

Related Topics: Contact details | Amendment/cancellation fee

2. Do you charge any fees for cancellation or amendment?
If you are extending your stay we do not charge an amendment fee. Otherwise, we charge a one-time fee of USD 5 for any changes in addition to the cancellation cost as detailed below. The shortening/reduction of stay and early check-out are also considered as partial cancellation.

Cancellation:

* Unless stated otherwise, cancellations made before the due date will receive a refund of the reservation costs less a handling charge of Usd 10 or 5% of the refund value (whichever is greater)
* During high occupancy period such as Christmas and New Year, the hotel might levy the whole period charge for cancellation up to 21 days or longer before arrival.
* All other cancellations may incur penalty charges as detailed in your confirmation email.

No Show:

* If you do not arrive at the hotel or fail to advise us of a cancellation prior to your arrival, we reserve the right to charge the full amount of your booking value.

Please also note that your cancellation will only be acknowledged and accepted when you receive our confirmation. NB Proof of sending, is not regarded as proof of delivery.

3. How do you refund a cancellation?
We will refund the proceeds of your reservation directly to your credit card account less any cancellation fees due according to the cancellation policy

4. When will I get the funds from cancellation to my account ?
This will depend on your credit card merchant. Our experience with refunds indicate that the process can take anywhere between 10 days to 45 days.

5. Is there any other details I need to know about cancellation ?
At times a hotel may stipulate different amendment or cancellation policies not covered here.

In such circumstances, the hotel policy will supersede the generalized policy stated herein. If the hotel policy prevails over our own booking policy, our Travel Consultants will inform you about any cancellation or amendment charges.
Arriving at the hotel

IX. From the Airport

1. Can you arrange pick-up service from the airport?
We can arrange the airport transfer to the hotel of your choice. Please indicate the airport transfer request when you make your hotel reservation in the "Additional Requests" box. Pls, see airport pick-up service here

2. What happens to my hotel booking if my flight is delayed?
If you are going to be more then 24 hours delayed then we strongly advise you inform us by e-mail or telephone or by on-line chat - prior to your scheduled check-in date.

If you are not able to contact us, the hotel is normally obliged to hold the room for the first night stay. Thereafter, your reservation is treated as a NO SHOW and will be charged accordingly.

X. Hotel Formalities

1. How do I check in at the hotel?
When you arrive at the hotel please present your Reservation Voucher to the hotel receptionist at the check-in counter. The hotel will have a copy of your reservations record.

As a formality, you will be asked to register your personal information.

Hotels usually request a credit card imprint, or cash deposit to guarantee any incidental expenses during your stay. This is standard procedure.

2. What is the check-in/out time?
Check-in and out times can vary between hotels. In general:

* Check-in time is from 12.00 noon
* Check-out time is before 12.00 noon

Early check in and late check out are subject to availability and individual hotel policy.

Most hotels are happy to offer early check in or late check out, subject to room availability on your check-in/check-out date. If this is a special requirement you need please mention it in the "Additional Requests" box when making your reservation with us.

3. I have lost my voucher. What do I do?
Our Client Service can send the voucher to the hotel on your behalf. Please contact us using the details stated on our correspondence upon the reservation is made.

Related Topics: Contact Details

4. Can I invite a guest/friend to stay in my room?
Most hotels do not allow a non-registered guest to stay overnight for security reasons.

Should you really need to invite someone to stay overnight, please go through the registration steps that the hotel provided. A joiner fee will also be charged, even though you have already reserved and paid for a twin or triple room.