I – PAYMENT
Deposit & Final payment:
- A 50% deposit of the total booking value is required to secure your reservation (applicable to bookings made at least 45 days in advance). A full payment is required for all others reservations made within 45 days prior to arrival.
- Your reservation is confirmed once payment has been paid and must be received by Sena Cruises.
- All bookings will be confirmed via email officially within 2 working days.
- The remaining balance is to be settled 07 days prior to arrival.
Payment Methods:
- Debit/Credit Card (Visa, MasterCard, American Express, JCB) through the secure OnePAY Payment Gateway.
- Bank transfer.
- Cash payment at our Hanoi office (VND, USD, EUR accepted. Local currency is preferred.)
Please kindly note that all transaction fees are not inclusive in price. There is an extra 4% bank fee for the payment by Debit/Credit Card. In case of cancellation, we will make a refund as the cancellation policy (with 4% transaction fee is ON you).
II. CANCELLATION POLICY
- Cancellation by guests:
|
Time of cancellation |
Cancellation fee |
|
|
01 – 05 cabins |
From 06 cabins |
|
|
More than 30 days prior to arrival date |
Free of charge |
Free of charge |
|
15 days – 30 days prior to arrival date |
Free of charge |
50% charge |
|
14 days to 7 days prior to arrival date |
50% charge |
100% charge |
|
Less than 7 days prior to arrival date or no show |
100% charge |
|
2. Cancelation by bad weather:
We reserve the right to cancel your booking under some unavoidable circumstance to guarantee the safety of tourists. Following policies will be applied for bad weather:
|
|
SERVICE |
CHARGE |
|
01 |
The cancellation is informed prior to the arrive date, clients are informed and do not go to Ha Long Bay |
Fully refunded |
|
02 |
The cancellation is informed on the arrival date before 12:00 noon, as clients have arrived at our harbor |
Fully refunded |
|
2.1 Clients use the transportation & lunch before coming back to Hanoi |
Charged 70 USD/pax |
|
|
2.2 Clients use day trip of the following day only (sharing boat, including entrance fee, sightseeing fee as program, transportation and lunch) |
Charged 100 USD/pax |
|
|
03 |
Clients booked 3D2N program and stayed 1 night on the cruise |
Charged as 2D1N program |
|
04 |
Clients booked 3D2N program and used service till from 15:00 to 17:00 of the second day |
Charged 75% of 3D2N rate |
III. INSURANCE AND LIABILITY
Swan Cruises Company accepts no responsibility for any loss, injury, damage or delay due to natural disaster, politic actions, bad weather or any unavoidable circumstance. Travel insurance and medical precaution are essential. Your travel insurance must be provided to against personal accident, medical expenses, emergent repatriation and personal liability. We strongly recommend that you hire a travel insurance for any trips.
IV. CHILDREN POLICY
- 01 child under 5 years old (sharing bed with parents) is FOC.
- 01 child from 5 to 8 years old (sharing bed with parents) is charged 50%.
- 01 child from 9 to 11 years old (sharing bed with parents) is charged 75%.
- Two children below 12 years old staying in a separated cabin will be charged 100% of the adult price.
- Children from 12 years old will be charged 100% of the adult price.
V. TRANSPORTATION
Round-trip transfer by shuttle bus from Hanoi center to Ha Long is provided with a surcharge at the additional cost is 30 USD/person/02 ways.
VI. IMPORTANT NOTE
- Itinerary and program subject to change when necessary or in bad weather conditions.
- Advanced reservation is required with full passenger details, including: Full Name, Date of Birth, Nationality, Passport Number, Visa Expiry Date, etc.
- A valid passport is required upon check-in onboard.
- What to bring: Swimsuit, sunglasses, insect repellent, comfortable shoes…
- Special requests on food (diet or vegetarian): please inform us before departure.
- Surcharge for Christmas, New Year’s Day & Lunar New Year’s Holiday.
