UMA Information

1. Tour package

What are Tour Packages?
Ans. Tour packages are travel plans, which include some or all of the following : transportation, accommodations, meals, tour guides and more. They can be of great value to both independent and group travelers.

What is the difference between a PRIVATE TOUR and GROUP TOUR service?
Ans. PRIVATE TOUR : A private tour is run exclusively just for you, your own families or friends with no other strangers. You can start the tour on any date or time at your convenience. It is ideal for people who need special assistance, such as the elderly, people with disabilities or families with small children.

      GROUP TOUR : Group Tour often referred to as seat-in-coach or SIC are best for those who are eager to see the most popular sights at a comparatively low price. However, the Group Tour has fixed departure dates, time and itineraries that cannot be changed. By the way, it’s a good chance for you to meet and make new acquaintances from all over the world.

How do I reserve my tours with UMA Travel?
Ans. Just complete and send the reservation form on our website, making sure that you have given us your email address and phone number. As soon as we receive your request we will contact you to confirm the reservation. It is our policy to reply to all requests within 24 hours.

What if I want to stay in a different hotel?
Ans. All hotels utilized by umatravel.vn have been carefully inspected by us to ensure that you enjoy the best quality accommodation, service, and facilities in each destination.
In such cases you need to stay in a different hotel please feel free to inquire with our online agents through the booking form. or through whatsapp/email.

Can you help me with my air-ticket arrangement?
Ans. We will only be able to help with domestic air-ticket arrangement.

How can I book several packages?
Ans. To book several services, you will need to book each travel service separately then add to the shopping cart.

How do I make payment?
Ans. We have several payment methods. We try to make everything as easy as possible. For more detail, please don’t hesitate to message us.

Can you offer us some discount?
Ans. Special discount & service upgrades are also offered for return clients.

Do I need to guarantee my reservation with a credit card or deposit?
Ans. At the stage of the reservation process you will not need to guarantee with a credit card or deposit. However, after we have confirmed to you the availability, you will be advised of a date that you will need to make some prepayment for the hotel & package tour you order.

The package I need is not listed, what should I do?
Ans. If you are looking for a tour in our coverage, we are certain we can help you customize your vacation. Give us your preference through our custom trip form and our online agent will work with you closely to create your dream vacation package.

Your prices are all included? Any other hidden charge?
Ans. Our service already includes admission fee, guide & driver and all taxes. We will NEVER charge you a service charge or other hidden charge. However, some tickets for the optional program are not included.

Tipping?
Ans. Gratuities to our staff, although customary, are not required. Any such expression of appreciation should be made on a voluntary and individual basis.

What if I need to change or cancel my booking?
Ans. If you want to cancel your travel arrangements, please send us a cancellation instruction by email or submitting our cancellation form. We will cancel your booking from the date we receive and acknowledge your written instruction to do so. Read our cancellation policy.

More Questions?
Ans. If you have any technical or travel related problems or questions, please contact us by sending a request through the query form, whatsapp or email. We will be on standby and ready to serve you.

Can trips be customized for groups?
Ans. Yes, custom trips can be arranged for a single person or groups of any size.

2. Transfer/Transportation

How can I find your staff at Noi Bai/ Tan Son Nhat International Airport when I arrive?
Ans.
After Exit the baggage claim area, you will meet our staff:
* Our representative will wait for you with YOUR NAME on the Placard.
* Once we find you, we will direct you to the transfer point.
* In case you cannot find our airport representative, please call to our Hotline Phone Number # +84 705 627 666
* Our representative will direct to you immediately.

Can you provide a convertible child seat for my kid? Any extra charge?
Ans.
– Yes, we are able to provide and prepare a convertible baby car seat for 9 months – 4 years old child (weight : 9-18kg / 20-40lb) in our vehicles without extra charge.
– A complimentary for 1st convertible baby car seat and additional baby seat is require with supplement charge of 100.000 VND/seat
– If your kid is younger than 9 months, please bring your own infant seat. (No infant seat available)
– If your kid is older than 5 years old, there is no need for a convertible baby car seat. They can use our standard seat belt.

Can you provide an Infant Seat for a little baby (under 7 months)?
Ans. For hygienic reasons, no Infant Seat available. From our long experience transporting families with babies and children, infants at a certain age are difficult for their parents to control their nature needs to vomit and excrete. The infant seat is prone to be dirty and infected. It is only for personal use and not recommended to be shared. If you will be travelling with infants, we recommend that you bring your own infant seat onboard.

How can I order a convertible child seat?
Ans. 

– Please make the request in your reservation form.
– Please advise the age and number of child seats you needed.

Seat belt?
Ans. All vehicle provide seat belt (safety belt)

As the round trip booking, can I pay half on my arrival, and then pay the other half on my departure from hotel to airport?
Ans. You need to make full payment for the round trip transfer to guarantee your booking on the 1st service date. After the payment you will receive the receipt and all contact numbers from our team. The receipt will guarantee that the return trip will be arranged on the departure date.

What if my luggage doesn’t fit?
Ans. It is best to let we know if you will be traveling with a lot of luggage. Most vehicle have a regular size trunk, so if you think you will have excessive luggage, let the limo company know in advance

Can your driver speak English??
Ans. All UMA TRAVEL drivers are trained to understand and speak some basic English conversations such as directions, answer your basic queries, weather and some information about Thailand’s attractions. This is to ensure your smooth trip with us without any fuss. However we are seeking your kind understanding about the efficiency in English of the driver that cannot be compared to our tour-guide. They may not be answerable to some underlying messages or idioms and unable to give detailed information of some places. So if you have any point that really needs to be clear and understood by us, please submit your message directly to our mailbox and indeed we will transmit it to our driver for their full awareness prior to the trip. When you need more precise and accurate information both in terms of places history or cultures, the tour guide is strongly recommended.

Can you offer us some discount?
Ans.
Discount & service upgrade available for :
1. Returning clients
2. Registered Partner

3. Tour Guide

Can your guide speak English?
Ans. Yes, our guides are able to speak good English.

Tipping?
Ans. Gratuities to our staff although customary, are not required. Any such expression of appreciation should be made on a voluntary and individual basis.

Can trips be customized for groups?
Ans. Yes, custom trips can be arranged for a single person or groups of any size.

4. Accomodation & Hotels
What are the check in and check out times?
Ans. Normal policy for hotels displayed on our website is that check in time is from 2:00 PM (14:00 hrs.) and the check out time before Noon (12:00 hrs).

What are the different room categories?
Ans. Generally hotels tend to place their bedrooms within four different categories: Standard | Superior | Deluxe | Executive/Suite.
The actual differences between the bedrooms varies from one hotel to another, with executive being the highest standard of room.

>> Single Room (SGL) : A single room is designed to accommodate one person only. The room contains one single bed or twin bed.
>> Double Room (DBL) : A double room is designed to accommodate two people only. The room contains one queen bed or king size bed or if not available a twin bed.
>> Twin Room (TWN) : A twin room is also designed to accommodate two people only. The room contains two single beds or if not available a king size bed.
>> Triple Room (TRP) : A triple room is designed to accommodate three people only. The room will contain either one queen and one single bed / or three single beds
Note : All kinds of room categories are on request and depend on room availability.

What is the child policy?
Ans. Children (2-11 years) can stay free of charge with their parents using existing beds. No free extra bed (or rollaway) and no meal is provided for a child in normal cases. The child’s breakfast is normally 50% of the adult’s rate.
In case you require an extra bed for your child (2-11 years old), the three person rate applies, which means that you have to select triple room type in the reservation form.

I already paid for my room reservation, why does the hotel ask for my credit card again?
Ans. Some hotels will require your credit card details again upon check-in in order to guarantee for other possible expenses i.e. telephone, mini bar, etc.

Why is the price different from when I last checked?
Ans. This normally depends on market conditions and currency fluctuations. During peak tourist season, convention, fairs etc. the prices are likely to change. Slight variation on periodical basis is more likely to reflect fluctuation in currency exchange rates.
However, once booked the price for a hotel is fixed as that at the time of reservation.

Can I contact the hotel to check the record of my reservation?
Ans. Once you receive the confirmation from us, you are able to check your record with the hotel directly.

How do I know when the reservation is confirmed?
Ans. Please allow 24 hours to process your request during business days (Monday to Friday). Generally, we will be able to confirm your booking much earlier, depending on the hotel response time.

What is meant by ‘On Request/ Confirmation by email?
Ans. Before proceeding with your reservation, we must check availability at some hotels by phone or fax first. Such hotels will be confirmed by email to you within 1 business day.

What if I need to change or cancel my booking?
Ans. If you want to cancel your travel arrangements, you must send us a cancellation instruction by submitting our cancellation form. We will cancel your booking from the date we receive and acknowledge your written instruction to do so.
Note : An amendment or cancellation fee will apply. Please see our cancellation policy for more details.

Where is the hotel situated?
Ans. The full address will be listed on your confirmation email which will be sent simultaneously at the conclusion of your booking. Full details and a link showing the hotel location on a map are also available on every hotel listing on the site.
However, we recommend you to reserved UMA TRAVEL’s transfer service for your save & comfortable trip.

Is the rate per person or per room?
Ans. Single room rates, double/twin room rates and triple room rates are different. In the normal case, single and double rates are the same.
However, you have to inform the number of occupants to get the exact rate for your reservation.
Note : If you select 1 adult upon making the reservation and then come to check in 2 adults, the hotel will collect extra charge for the second person directly from you even though the rate for 1 or 2 persons might be the same.

How long does it take to get confirmation?
Ans. After you have submitted your booking request, we will immediately process your booking with the hotel. If your payment has been successfully processed and your reservation is confirmed, you will receive your Hotel Voucher by email usually within 24 hours (business days). We will do the utmost to meet your booking request as fast as possible.

For many of the hotels, we have been allotted rooms enabling instant confirmation. This list of hotels is growing. For hotels we do not yet have allotments for and cannot instantly confirm your booking, we will contact our hotel and normally confirm your booking within 24 hours (business days).

Can I use my reward points from Accor, Mariott, Starwood, Hilton etc. on your site?
Ans. No. Only reservations made directly with the participated hotels can use reward points.

Are the rates the same for everyone?
Ans. Some hotels apply different rates for local residents and some nationalities. Rates displayed by us may be subject to change depending on nationality.
Our reservation staff will email you advising of any rate differences and requesting your approval before processing any payment.
Do I need to confirm my reservation with the hotel directly?
Ans. No. You don’t need to. We have confirmed the reservation on behalf of you already along with the prepayment.

Do you charge a service fee?
Ans. There is no charge for using our service. Our service is absolutely free.

Will I get the same rate if I reserve a room through the hotel directly?
Ans. No. The rates displayed on our site are available only through this service. Hotel walk-in rates are more expensive than our rates. All reservations must be paid for in advance upon receiving confirmations from us. This is the only way to guarantee occupancy to the hotels and keep our prices low.

Do you offer special discounts (for airline staff, seniors, travel agent, etc)?
Ans. No. Generally, we do not get any special rates from hotels for Airline or travel industry professionals.


Cancellation Policies
Our cancellation policy will apply only once your booking is confirmed. A confirmed booking is when we have advised you that the travel service request or hotel room is available and has been reserved. We do not charge a cancellation fee for travel service request or room that have not been confirmed.

To cancel your booking you can apply our online cancellation form or advise us by sending an email to and inserting the word Cancel in the subject line. The email must include the following details:
1. Booking reference ID number
2. Email address you used for the booking
3. First and family name used for the booking

TOUR CANCELLATION
Our rates of refund are derived from our suppliers’ requirements, and can be summarized as follows:

• In case of NO-SHOW or early check out, non refund will be made. (Considered as cancellation without the required advance notice)
• Will not be responsible for any (additional) charges incurred after cancellations/ amendments without confirmation from our side.

HOTEL CANCELLATION
Please review the hotel cancellation policy by matching your check in date with the travel season in Thailand. Our rates of refund are derived from our suppliers’ requirements, and can be summarized as follows:

Normal Season
Period : May 1 – October 31 for All Vietnam Destination

• In case of NO-SHOW or early check out, non refund will be made. (Considered as cancellation without the required advance notice)
• Amendments need to be made not less than 5 business days prior to check-in date (in case of emergency, please contact our reservation directly.)
• Will not be responsible for any (additional) charges incurred after cancellations/ amendments without confirmation from our side.

High Season
Period : January 16 – April 30 & November 1 – December 14 for All Vietnam Destination

• In case of NO-SHOW or early check out, non refund will be made. (Considered as cancellation without the required advance notice)
• Amendment need to be made not less than 7 business days prior to check-in date (in case of emergency, please contact our reservation directly.)
• Will not be responsible for any (additional) charges incurred after cancellations/ amendments without confirmation from our side.

Peak Season
Period : December 15 – January 15 + Long Holiday for All Vietnam Destination

• In case of NO-SHOW or early check out, non refund will be made. (Considered as cancellation without the required advance notice)
• Amendment need to be made not less than 15 business days prior to check-in date (in case of emergency, please contact our reservation directly.)
• Will not be responsible for any (additional) charges incurred after cancellations/ amendments without confirmation from our side.

TERMS & CONDITIONS:

•     We will serve the guest according to the mentioned itinerary.
•     Unused service in a tour package is non-refundable.
•     In case guest fail to clear immigration or declined for entry in Vietnam there will be no refunds.
•     If air flights delayed and guest failed to reach on time, then tour company will not be responsible for any additional cost (if any). Guest will take responsibility of the additional cost (if any).
• All the pick-up for tours is from hotels located in center of city, if the hotels are self-booked and far away from center there will be surcharge for pick up, so please provide hotel booking details to know final price. Or you have to reach to pick up point by yourself.
• Pick up for SIC tours from hotels not located in center of city are subject to availability. Even with surcharge sometimes we can’t arrange pick up so you need to reach to meeting point by yourself.
•     The prices for package are valid before 15 days of arrival date, after that there might be some surcharge which will be discussed. So please book early to get best prices.
•     Package includes basic category rooms in hotels and overnight cruise. If you want room upgrade there will be surcharge.
•     We will only confirm the booking and lock the price for the package when we receive the deposit amount.
•     We provide transportation for guests with one medium size luggage and a hand baggage, if guest have too much luggage, please check with us and if there is car upgrade required then extra cost guest have to pay.
•     In Vietnam cars run based on the fixed itinerary, so any request for change in itinerary there will be extra charge and it will be subject to availability as well.

Payment

•     30% payment of tour cost upon confirmation of booking.
•     70% balance payment of tour cost 07 days before arrival date