Support and frequently asked questions

An Voyages resells local hotels, boats and transport; we do not own their rooms or vessels. Submitting sends us a request so we can check availability with the provider.

A 'Book now' label would imply certainty before availability is checked. In return, you do not pay anything yet at this stage.

We call or message the number you provided during working hours. Response time depends on the provider, so we cannot promise a fixed amount ; an unrealistic two-hour promise would be worse than explaining the actual process.

For travel within the next day or two, call directly rather than relying only on the form. Staff can check availability immediately.

An email containing booking reference format AV-7K4M-2QDX . Keep that reference: together with the email used to book, it lets you view your booking status on lookup .

Check your spam and promotions folders for An Voyages. If nothing appears, call us; the email address may contain a typo.

Not yet. The website does not hold inventory automatically or use a countdown . We deliberately avoid artificial countdowns because the system does not have real-time inventory; a timer that holds nothing would only pressure you to decide.

Your place is confirmed when the provider confirms and we notify you. The status appears clearly on booking lookup.

Website prices already including VAT and recalculated on the server using the current rate schedule. The price is final only when we confirm it with you.

If the price changes while you fill in the form, the system stops, shows both amounts and creates no booking. You decide after seeing the new price; we do not silently book at an unseen rate.

Hotel and cruise rates vary by season and day of the week, with higher weekend rates and possible holiday supplements. Stays spanning different dates may therefore show several price lines. The breakdown beside the request button explains the total.

Use the additional-requests field when submitting. We pass your message to the provider, but cannot guarantee in advance ; the hotel or boat operator decides. We explain whether the request is accepted at confirmation.

Because we no online checkout. No card or e-wallet checkout is available on the website. We prefer to explain the process clearly rather than offer a checkout that does not work.

Pay after availability is confirmed, following the bank-transfer instructions sent by staff, or directly at our Cat Ba office.

Staff send payment-account details when confirming availability. The account in the name of An Voyages Travel Company Limited .

Beware of fraud. We never demand an urgent transfer to a new account or ask for your banking one-time code. Call the support number at the top of this page to verify any such message before paying.

Deposits depend on the provider and timing, and can be higher in peak periods. Staff specify the deposit and balance deadline at confirmation. We do not publish a fixed percentage because each provider differs.

Let us know in advance and provide your company name, tax code and address. Staff issue and send the invoice to you; invoice downloads are not available through booking lookup , because invoices contain your information and booking-reference plus email verification is not sufficient to open such a file.

Notes about a deposit: under Article 328 of the Civil Code, a deposit is security, so no service invoice is issued when it is received. The invoice covers services supplied.

Travel services currently use a rate of 8%, through 31 December 2026; the applicable rate returns to 10% from 1 January 2027 under the stated rules. Website prices are tax-inclusive prices, with the tax amount shown separately when requesting a booking and on the booking lookup page.

Staff may record receipts manually after bank reconciliation, so updates can take time. If your transfer is still missing, call with the booking reference and transfer date.

We not available automatic reference recovery, deliberately: otherwise someone knowing your easily guessed email could obtain the code.

Search your inbox and spam folder for a request acknowledgement or confirmation. If you cannot find it, call us. Staff verify your name, phone number and travel date, then resend the reference to the original booking email.

There are no customer accounts, passwords or login sessions. Each lookup uses your booking reference and email independently. Functional language and currency cookies do not grant access to a booking.

Lookup attempts are limited to prevent reference guessing. Wait for the time shown before trying again, or call us for urgent help.

Lookup uses reference and email without a one-time code. The last three digits let you check your number while avoiding disclosure of the full number to someone with those credentials.

No. Providers may charge for name changes on confirmed bookings, so reference and email alone do not allow editing. Call us; staff verify and make the change.

No. You request cancellation, and your booking is not yet cancelled. Staff check the provider's policy for your travel date and call you back. If you change your mind, call promptly while the booking is still active.

Cancellation may involve provider charges. We do not allow a mistaken click to cancel immediately and cost you money.

It depends on timing. Each service has a free-cancellation deadline, calculated from the provider's contract and shown on your booking lookup page. Cancellation before that deadline is free.

After the deadline, the provider may charge a cancellation fee. Staff confirm the amount before processing so you decide after seeing the amount.

The system does not have each provider's complete time-based cancellation fee schedule. An unverified automatic refund figure could mislead you, so staff confirm it instead.

To the payer's account after the provider confirms cancellation charges. We do not refund to an account provided by someone else ; this is a common way to divert someone else's refund.

Call as early as possible. Date changes depend on availability and may involve a rate difference or the provider's change fee.

We tell you promptly, even when the news is disappointing, and suggest a comparable alternative. If you have paid but availability cannot be secured, we refund the full amount paid for that service.

Hotels and boats need guest lists before travel, sometimes one to five days ahead, and may refuse unlisted guests. Early entry avoids last-minute updates.

Ghi names as shown on identity documents . Providers verify these details at hotel check-in and boat boarding.

We deliberately do not ask for it. At the request stage, only names are needed ; availability is not yet certain, so collecting sensitive document numbers would be unnecessary.

After availability is confirmed, staff request document details if the provider needs them. The public website also cannot read those details; database permissions prevent access. Details are in personal data protection policy .

Providers may request children's birth certificates or other documents to verify age. Age thresholds and child rates differ between hotels and boat operators ; there is no universal rule. Give children's ages when requesting so we can check the applicable rate.

Tell us about international guests before we check availability. Some services have different document requirements or rates, and some routes need additional procedures. Raising it after confirmation can create boarding problems.

A closure does not necessarily mean losing everything, but a full refund is not always guaranteed. Authorities may suspend sailing due to weather — strong winds, storms, tropical depressions or fog. Restrictions apply to all affected boats; neither we nor operators can override them.

We try the following, in order:

1. move to another date;
2. switch to a comparable service, such as an island programme;
3. refund the unavailable service portion.

The refund depends on what the provider returns to us; they may have incurred real costs for held rooms, dispatched vehicles or prepared meals. Staff explain the amount before processing.

Independently booked costs, including flights, rail tickets, other hotels and leave from work, are outside our booking responsibility. Consider suitable travel insurance when connecting your trip with independently purchased transport.

Call immediately, quoting your booking reference. A room issue raised at reception may be resolved promptly; a complaint made several days after returning is much harder to remedy, and providers may decline issues not recorded on site.

Photograph the issue if possible so we can investigate.

Boats follow their departure schedules and cannot wait. A service missed because of late arrival may be treated as used. Call while still en route if delayed; a later departure may sometimes be possible if arranged early.

At the request stage: contact name, email, phone, optional requests and accompanying guests' names. No card, password or document numbers.

Full details of recipients, retention and your rights under Decree 13/2023/ND-CP are in personal data protection policy .

Providers check you into rooms and boats and need guest lists to deliver the service. Some may refuse guests not listed. We share only the information needed for that service.

We do not use advertising cookies, social-media tracking pixels or session-recording tools. Fonts are hosted locally rather than requested from Google. Functional cookies remember language and currency choices without advertising tracking or device fingerprinting.

Call or email us. There is no self-service deletion button; staff verify that you are the person concerned, then process the request.

Two limits apply: legally required accounting records cannot be deleted, and deleting essential data before travel may in practice require cancelling the booking.