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We have included here the Frequently Asked
Questions and our Straight Answers. The content in FAQ can also be
used as our terms and conditions.
| PACKAGE
TOUR |
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| HOTEL
RESERVATION |
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| CAMBODIA
VISA |
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| RELIABLITY |
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OUR ANSWERS
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| PACKAGE TOURS |
| Q1:
After I made the reservation, What Next? |
| After
receiving your reservation request, we will immediately book all the
necessary arrangements in accordance with your request. This will
takes about 1-2 business days, and we will send to you our
confirmation message by e-mail with all the details of hotels,
flights, tours, the booking status and also payment term. Upon tour
confirmation, we will request a 30% deposit in order to guarantee
your reservation. The 70% remaining balance can be settled against the travel
documents before departure.
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| Q2:
How do I participate in your tour from my country? |
| Our tour can
be started once you arrive at the Phnompenh or Siemreap Airport in
Cambodia.
In other words, you can depart from any country and start your tour
upon arrival. Due to limited international flights, most travelers
first fly to Bangkok from their home country, and then continue to
Cambodia (either overnight in Bangkok or transit). Upon your
arrival at the Airport, our guide will meet you there.
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| Q3:
Can you arrange the air ticket from my hometown? |
| Yes, but not
recommended. The reason is that the best airfares that you can get
is through your local agent in your hometown only. For example, if
your flight starts from USA to Phnompenh, you should purchase
the air tickets from the country which is your starting point in
order to obtain the best special fares. No agents in Cambodia,
Thailand, Singapore, Vietnam, or in
other country, can offer you a better deal, including ourselves.
Surprise by this remark? This is
exactly true and often unexplained. It is an attempt of International Airline regulation to prevent air-ticketing monopoly
in one single region or company so that world-wide local vendors can exist.
Useful tips! Some
airlines might have special extension airfares from USA or Europe.
For example, if you are purchasing ticket from USA to Bangkok, and
intend to continue to Cambodia, you might ask them if they have special
extension airfare to Phnompenh or Siemreap.
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| Q4: How can I get
Cambodia Visa? |
| It is very
easy now-a-day; you can obtain Cambodia visa upon your arrival at
the airport in Phnompenh and Siemreap. The visa fee is just USD 20
per person to be paid directly to the immigration officer upon
arrival. Prepare 2 photos and a Passport photocopy with you.
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| Q5: What does your tour include? |
| In every tour
program below the price, we state what is included and excluded.
Generally, our tour includes your hotel accommodation, transfers and
other transports such domestic flights, boats, or cars in Cambodia, sightseeing with an English-speaking guide as described in
the itinerary, meals as stated, and all entrances.
The international airfare from/to
Cambodia is optional and extra as you might want to arrange on your
own as we have previously discussed in Q3. Personal expenses and
beverages are on your own. Airport taxes excluded.
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| Q6:
How many persons required for the tour to operate and what
day? |
| Start from 1
person up and any day of the week depending upon your arrival.
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| Q7:
What does 1/2 Twin, 1 person only, and sup. single means? |
| 1/2 Twin =
the price per person sharing the same room (2 persons in one room) |
| 1 person only
= the price for 1 person taking the tour in private and staying in
single room. |
| Sup. Single =
this is an extra, plus the price on 1/2 Twin column applied to those
who require a single room, instead of sharing the same room.
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| Q8: How about payment term and
methods? |
| Upon tour
confirmation, we require a 30% deposit of the total amount which can
be remitted by faxing our credit card authorization form with your
signature and the photocopy of your credit card front and back side.
In case you wish to remit by telegraphic transfer, please advise.
The remaining balance of 70% can be
settled at any time against the travel documents, but prior to
departure date. You can settle this balance while you are in
Bangkok before departure, or by faxing the credit card form the same
way as deposit.
You can also pay this 70% remaining
balance in Cambodia, but only in USD Cash and on the 1st day of arrival
only. We need to be notified in advance at the time of
reservation.
In case you would like to settle the
balance on your credit card, you can do it in Bangkok before
departure, or by fax of our credit card form as mention earlier.
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| Q9:
Why is deposit for tour packages required and Non-refundable? |
| Your deposit is essential, so that we know you
are serious in taking the tour. Before the tour operation, we have to
secure your space with other related partners such as hotels, airlines, etc, and
need to guarantee that you will definitely show up. This will ensure that your
tour will run smoothly. Thus the deposit is non-refundable. The remaining balance can be settled
later as discussed above in Q8.
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| Q10: Will I receive refund in case
of cancellation? |
| This is a
very important question as it involves MONEY. We have been
trying to state all the terms here, so that you can be sure of no
surprise later. If you need more information just consult us.
A) Before the tour starts
 | In case you have to cancel
your tour after paying the full amount, we will refund to you the 70% of the
total amount, provided you notify us before tour date. |
| In case we have to cancel your
tour or unable to operate it after receiving your payment, but
before the tour starts, you will receive full refund. This is a
very very rare instance, resulted from unforeseen circumstances
beyond our control such as natural catastrophe, political
unrest, or sudden cancellation of airline without notice. |
In our travel industry, generally a cancellation fee of 50
or up to 100% cancellation fee is applied if cancellation was made less than a
specified number of days. This is another good term we give to you.
B) After the tour starts
| In case you need to cancel the
tour on your own due to illness, emergency need, or dissatisfaction*, the refund will be the amount less the number
of days utilized plus 20% cancellation fees. (Just an example of
calculation - you had paid USD 1,000 for 7 days tour,
already utilize 2 days; cancellation fee is USD 1000/7 x 2 days
+ USD 200 = USD 486. REFUND is USD 514) |
| In case we have to stop the tour
due to unforeseen circumstances beyond our control such as
natural catastrophe, political unrest, or accidents, refund less
the number of days utilized only. (eg. As the above example -
USD 1000/7 x 2 days = USD 286. REFUND is USD 714). Note:
The above calculation does not cover International airfare. |
* Dissatisfaction -
We put this up fore-front does not imply that we provide low quality
of service, but for the rare cases that our clients' expectation is
higher than what we can really provide. This is because each
individual is different with varied interests, characters, and like
& dislike. If you were not satisfied during your tour, please
ask for the abrupt termination of the tour, and the
cancellation fees will be calculated based on the number of days
being utilized as with the above calculation. We will not charge the
additional 20% cancellation fees. Please do not utilize all the tour
and claim dissatisfy later, as there will be no money left for
refund. We reserve the right to charge this additional 20%
cancellation fee in case you terminate the tour because of illness
or emergency need to leave, but claim "dissatisfaction".
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| Q11: Will I be satisfied with your
service? |
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This question is both easy and difficult. The
easy part is that we can simply say, like others do - "we are the best and
you will enjoy the tour". In reality this answer is too simple. Being
a professional in this field of tourism, we know that there are more factors
that will make your trip successful.
Here is the basic guideline:- Select the hotel
category that fits you, such as standard, first or superior class. The quality of the guide
who take care of you is one of the most important factors that will make you
enjoyable. Our guides are knowledgeable, well-experienced, service-minded, and
can speak English fluently. We can ensure you that we will do the best on our
part!
However, the expectation of people might vary. We
have opened a ground up that you can ask for termination of the tour in case of
not being satisfied with all terms and conditions as in Q10.
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| HOTEL RESERVATION |
| Q12: After I make the hotel
reservation, What Next? |
| Once you made
the hotel reservation, one of our Customer Service Executive will
immediately proceed with your request. You can expect our reply
within 1-2 business days. We will send you a confirmation message
for that particular hotel and also the deadline to guarantee your
reservation. In case your request is not available, we will
suggest another alternative.
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| Q13: Why there is a difference
in hotel published rate and your special rate? |
| The hotel
published rates (or called Walk-in Rate, Tariff Rate) are given to
the guests who book the hotel room directly. This means that you
deal directly with the hotel and it is call "guest
account" or "hotel account". Generally, the hotel
will collect the payment after you had used the service.
However, it is the international practice that travel agents like
ourselves will get a rate much cheaper called Agency Rate. Upon
reservation, the hotel considers it as "agency account".
Although we enjoy lower rate and extend it to our clients, we are
fully responsible to collect the payment from the clients and
pre-pay to the hotel.
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| Q14: Why
do I have to pre-pay the room to you before check-in? |
| This is
because the special rate that you are getting is our Agency rates,
thus the reservation and payment have to be submitted to us - Not
to the hotel. The advantage is - you get a cheaper price, but
disadvantage is - you need to make pre-payment
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| Q15: Can I reserve the hotel
with you, but pay at the hotel? |
| Yes, if you
really want to. We can help you to reserve your room, but we have to
book you as the "hotel account" as explained in Q13 &
Q14, and the hotel published rate will be applied. The advantage is
you pay after using the service, but the price is higher.
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| Q16: How do I check in at hotel? |
| After
receiving your payment, we will issue you the hotel voucher, which
can be sent to you by fax or by electronic mail. Present this
voucher to the hotel.
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| Q17: Will I receive refund in case
of cancellation? |
| Our
confirmation message of the hotel reservation to you will also
include the Cancellation Policy. Generally, if you cancel your
reservation 3 business days (not including Saturday, Sunday, and
public holidays in Thailand & Cambodia) before your check in
date, we refund full amount without any charges. Cancellation less
than 3 business days will be subjected to 1 night cancellation
fee. Un-used room night after check in date will be
Non-refundable. In some instance
such as during high season, there will be no-refund once you
guarantee your rooms with payment. We will notify you in our
confirmation message in Cancellation Policy.
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| CAMBODIA VISA |
| Q18:
What is required to get Cambodia Visa and How? |
| Please refer
to our answer on Q4. |
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| RELIABILITY |
| Q19:
Are you a reliable travel company? |
| DEFINITELY
YES! We are a registered and legitimate travel company in
Thailand since 7 January 1994, and heading to our 7th years in
business. Moreover, we have a full license by TAT no. 11/1620.
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| Q20:
Is it safe to pay by your credit card authorization form? |
| You can make
the payment to us by printing out our credit card authorization
form, fill in, sign and fax it back to us with front and back side
of your credit card to our fax no. (66-2) 2360233.It is a very safe
procedure as you did not send your card information by e-mail. Your
documents will enter directly into our office, and then submitted to
the bank.
Since this is a signed document, you
know exactly whom you make the payment to, and in contrast, we also
know that you are the real cardholder.
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| Q21:
Can you give the reference of people who use your services before? |
| This had been
our 1st mistake a couple of years ago when we started internet
marketing. Quite un-experienced at that time, we unintentionally
converted our satisfactory clients into resentment by giving out
references, because they were flooded with calls and e-mails asking
only on our behalf. Fortunately, we were politely warned at the
early stage and quickly learn to keep our client's contacts
confidential! If you were to become our client, we are sure
that you would not want us giving out your name indiscriminately.
Therefore, we have enacted this policy of confidentiality with
regard to references.
If you are interested to, please send
us the e-mail and we will ask the permission from our previous
clients first.
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