TO RESERVE A BOOKING
The reservation request should be sent by email or Booking Inquiry form to:
Pelican Halong Cruises
Sales Office: 5/33B Pham Ngu Lao, Hoan Kiem, Hanoi.
Tel: (+84) 4 39275797– Fax: (+84) 4 39275798
The reservation is successful when you received a confirmation from Pelican Cruise with your deposit. Any emendation should be made in advance and be approved by Pelican Cruise.
TOUR BOOKING STEPS
Step 1: Choose a Tour
Find our page, select your interested program and itinerary then click BOOKING VIA EMAIL to send your request.
Step 2: Provide necessary information for your booking.
• Fill all enquiry information: your name, email, number of adults, number of children under 12 years old, type of cabin, departure date.
• This customer information helps us to contact you and send you a link for payment.
• If you have any special request (diet, vegetarian, allergic food…) should be clarified in mail.
Step 3: Send Your Booking Request
After filling the necessary information, click” Send” to submit your request to us. You will receive our response within 24 hours, in order to avoid any interception or loss, we recommend you to check your spam/junk mail folder. If you do not receive any response within 24 hours, please resend us your request to firstname.lastname@example.org or make a call to us.
Step 4: Booking process, price and payment.
After you received our booking information, if you are happy with it, please send us an email to inform your acceptance. Our sales staffs will send you payment link for deposit to reserve your booking. The remainder of the tour fee will be charged online or at our office 3 days before your departure date.
Step 5: Booking confirmation
Once we receive your payment (Deposit or full payment) an invoice will be send to you and email as a final confirmation of your reservation.
Step 6: Provide guest information and hotel address for pick up and drop off (if request)
After the final confirmation of your reservation, we request you to fill in a form to give us your and your friends’ detail, including your full name, year of birth, gender, nationality, passport number, and visa. We also request for the pickup and drop off address (our shuttle bus pick up at Hanoi Old Quarter area) and special request on food.
We request you to provide this information to us at least one day before departure.
HOW TO PAY FOR YOUR TOUR FEE.
To secure your reservation, we require the deposit of at least 25% total trip cost; can be processed by 1 of the 2 options below:
Option 1: OnePay
We connect with OnePAY Payment Gateway to accept Online Card Payment (www.onepay.vn). All of your card information is processed through SSL protocol with international card security standard. Your card information will not be stored at our system (merchant) with international security standard. We will send you the link to fill out the form and you will make the online payment through steps.
Option 2: Bank Transfer
Transfer your prepayment to our bank account, details as below
Bank Name : Vietcombank
Bank address : Ha Noi, Viet Nam
Swipt Code : BFTVVNVX
Bank account Number: 0011374164531 (USD)
Beneficiary : #44, Lien Tri, Tran Hung Dao, Hoan Kiem, Ha Noi, Vietnam
Kindly notice that our prices are not inclusive of transfer fees levied by your bank and oversea bank – please ask your bank to transfer the sum prior deduction or any shortfall.
We reserve the right to release part or full booking if the deposit is not completed as deadline.
2. Other Payment (Balance, Drink Bills…)
Option 1: Card Payment
We do accept card payment, including Credit, Debit, ATM, but we do not accept AMEX card. Please note that all card transactions will be charged extra 3% service fee
Option 2: Cash
Payment in Vietnam Dong (or AUD, EUR) is to be made equivalent to the amount in United States Dollars at the official exchange rate of the VietcomBank at the time of payment.
REQUIRED DEPOSIT AND BALANCE PAYMENT
A deposit of 25% of the total tour price is required upon a confirmation of your booking. Once a deposit is received it is understood that you have read, understood and accepted all our Terms and Conditions.
Your balance can be paid at least 3 days prior to the departure date. So please kindly pay the balance via online payment or stop by our office at 5/33B Pham Ngu Lao – Hoan Kiem dist. – Hanoi to settle. We open every day from 7.30 am– 7.30pm. We are happy to receive your full payment in cash (VND or USD) or credit card, if you pay by credit card, 3% service charge will be applied.
We accept online payment by credit card with ONEPAY, a secured payment gateway for Master Card, Visa, and American Express. We will send you secured payment links once you accept this method.
You can also choose payment by Bank Transfer, Western Union. Please, kindly note that the payment fees are not inclusive in price.
You can choose to pay the remainder of your balance by cash or credit card at our office in Hanoi or Halong Bay. For credit card payments, a 3% bank fee is added for each transaction.
1. Services are cancelled by the client
In case a tour is cancelled by the client for any reason, the following fees should be paid:
More than 30 days in advance of our service: 0.%
From 15 to 30 days in advance of our service: 25% of the total sum
From 14 days to 7 days in advance of our service: 50% of the total sum
Within 7 days : 100% of total sum
This fee scheme counts for all services booked at Pelican Cruises. Refunding the client is done by banking transfer; the party who cancels pays the banking fee.
2. Services are cancelled by Pelican Cruises
Pelican Cruises will only cancel the contract if dramatic problems like natural disasters, epidemics, political problems, etc., may occur. In this case, clients will be refunded the total sum of booked services. Should there are any rising services during that time, clients will pay basing on the actual amount.
Cancellation by weather conditions (controlled and informed by local authority)
Without prior notice, the cruise trip could be postponed, shortened or cancelled due to unexpected bad weather, including storm/ typhoon (summer), cyclone, thunder storm, foggy days (winter), monsoon (winter)… The cruise operation is out of Pelican cruise’s control under these weather issues.
Before tours start from Hanoi city: Refund is made in full
After guests arrive in Halong Bay: Tour cost based on completed service: meals, transfer, day boat trip only, the rest will be refunded
Guests are staying on board, trip is shortened: Tour cost based on completed service: trip length, meals, transfer, activities…, the rest will be refunded.
– One child under 5 years stays free of charge when using existing beds.
– One child from 5 to 12 years is charged 75 % of the room stay per night and person when using existing beds.
– One older child or adult is charged 40 % of the room stay per night and person in an extra bed.
All cancellations must be received in writing, sent to us via email. Before a determination regarding a refund can be made, all cruises documents must be returned to Pelican Cruises. All refund requests pertaining to cruise and other service are subject to final review by Pelican Cruises.
In case of tour cancellation by bad weather, refund will be made fully or partly based on service that has been delivered to customers before cancellation.
Please note that refund does not including service fee for payment by credit card or online payment.
No refunds will be made for unused services or no-shows. It is up to 15 days for any refund to appear in your bank account statement.
HOW TO GET AN INSURANCE
Insurance on board is purchased for passengers due to the requirement of Vietnamese law, and it covers only the basic accidents so we strongly recommend you purchase your own insurance before departing for Vietnam and before joining the cruise with us.
DOCUMENTS FOR TRAVELLING
Service Voucher will be compiled after the deposit has been received and sent to guests prior to departure. These documents will be sent via email, and should be printed out by participants and retained as a receipt.
It is the guest’s obligation to obtain a valid passport, visas and public health documents, travel insurance for your travelling time in Vietnam.
BELONGINGS AND PERSONAL PROPERTY
In general, customer’s luggage is sent directly from habour to the boat and back by our transfer service. Thus, all of your valuables, fragile or perishable things including your electronic devices (computer, mobile phone, Ipad, digital camera…) money, passports should be kept by your side, in your hand bag. Pelican Cruises will not be responsible for any loss or damage with these things stored in packed luggage. Others like clothing, footwear or bulky items you can put in your checked baggage.
Flammable and dangerous goods, such as firearms, ammunition, firewood, weapons, etc. are not permitted on boat.
When onboard, personal items of value can be stored at the reception. Ensure the receptionist or duty manager acknowledges receipt of your valuables.
In case of loss or damage, you need to report to us immediately and we will check and solve the problem together. Pelican Cruises are limited in our liability for customer’s personal belongings.
For the missing items, our staffs always take care of this issue and report any missing after cruise. If you forgot your items on board, please give us specific information of your stuff, we will find them and make every effort to return items left on boat to the owners. You can receive lost items at our office in Hanoi or we can send them directly to you and you will pay for shipping costs. We are not responsible for any missing items reported after you returned home or moved to other destination.
Once we confirm the reservation with you, all possible care is taken to ensure that the services supplied maintain the highest possible standards and follow what we describe in the itinerary. However, we are not responsible for any problems arising from the booking or services that we do not directly control.
Please pay attention to your valued properties. We have no responsibility for the loss or damage of luggage due to the delay, accident, natural disaster or political actions, except for the properties kept in our security boxes at our reception desk on board.
We have no responsibility for any mental or physical injury, illness, loss or death when such damages were neither the result of a physical injury to the Passenger, nor the result of that passenger having been not at actual risk of physical injury, nor intentionally inflicted by us.
If there is a dispute among a passengers, Pelican Cruises and/or a third party, Vietnamese law will be applied.
* Sharing option: sharing boat with other group, private cabin.
** Charter option: hiring the whole boat for a group.