FAQ - Frequently Asked Questions

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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
bulletQ1:   After I made the reservation, What Next?
bulletQ2:   How do I participate in your tour from  my country?
bulletQ3:   Can you arrange the air ticket from my hometown?
bulletQ4:   How can I get Cambodia Visa?
bulletQ5:   What does your tour include?
bulletQ6:   How many persons required for the tour to operate and what day? 
bulletQ7:   What does 1/2 Twin, 1 person only, and sup.single means?
bulletQ8:   How about payment term and methods?
bulletQ9:   Why is deposit for tour packages required and Non-refundable?
bulletQ10:  Will I receive refund in case of cancellation?
bulletQ11:  Will I be satisfied with your service?
HOTEL RESERVATION
bulletQ12:  After I make the hotel reservation, What Next?
bulletQ13:  Why there is a difference in hotel published rate and your special rate?
bulletQ14:  Why do I have to pre-pay the room to you before check-in?
bulletQ15:  Can I reserve the hotel with you, but pay at the hotel?
bulletQ16:  How do I check in at hotel?
bulletQ17:  Will I receive refund in case of cancellation? 
CAMBODIA VISA
bulletQ18:  What is required to get Cambodia Visa and How?
RELIABLITY
bulletQ19:  Are you a reliable travel company?
bulletQ20:  Is it safe to pay by credit card?
bulletQ21:  Can you give the reference of people who use your services before?

 

OUR ANSWERS

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 remitted by credit card through our secured online payment form. Another alternative is by bank swift transfer to our account.

The remaining balance of 70% can be settled at any time against the travel documents, but prior to departure date. 

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.

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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

bullet 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. 
bulletIn 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

bulletIn 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)
bulletIn 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?

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 promptly. 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. 
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 credit card?
YES, our payment system is secured and supported by VERIFIED BY VISA and Master Secure Code.

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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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By Aphisit Weerathippavong / Managing Director

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Contact us:  sales@cambodia-travel.com

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