Frequently Asked Questions – Smile Travel

Welcome to Smile Travel, your trusted local partner for Vietnam travel.

Whether you are an international traveler looking for a private holiday, a family planning a Vietnam vacation, or a travel agency seeking a reliable Vietnam Inbound DMC, our FAQs provide answers to the most common questions about our services, bookings, payments, tours, B2B partnerships, Halal travel and travel arrangements.

If you cannot find the answer to your question, please contact our travel team. We are happy to assist.

1. About Smile Travel

1.1. What is Smile Travel?

Smile Travel Co., Ltd is a Vietnam-based travel company specializing in inbound tourism, private and group tours, tailor-made travel, cruise experiences and destination management services.

We work with both international travelers and overseas travel agencies, tour operators and other travel partners.

Our positioning is:

Your Trusted Local Partner in Vietnam.

For travel trade partners, our philosophy is simple:

You Sell. We Operate.

1.2. Is Smile Travel a licensed Vietnam tour operator?

Yes.

Smile Travel Co., Ltd operates under:

• Business License No.: 0106885169
• International Tour Operator License No.: 01-1051/TCDL-GP LHQT

Our licensing information is provided as part of our corporate identification and booking documentation.

1.3. Is Smile Travel a Vietnam DMC?

Yes.

Smile Travel operates as a Vietnam Inbound DMC and local destination partner, providing ground arrangements, transportation, accommodation coordination, tours, guides, cruises and tailor-made travel services.

We also work with international travel agencies and tour operators that require a local partner in Vietnam.

1.4. Where is Smile Travel based?

Our head office is located in Hanoi, Vietnam:

72 Hong Tien Street, Hanoi, Vietnam.

Our operations cover major destinations throughout Vietnam and selected destinations in the wider Indochina region.

1.5. What destinations does Smile Travel operate in?

We can arrange travel services across major destinations in Vietnam, including:

• Hanoi
• Halong Bay
• Lan Ha Bay
• Ninh Binh
• Sapa
• Central Vietnam
• Danang
• Hoi An
• Hue
• Ho Chi Minh City
• Mekong Delta
• Phu Quoc

We can also assist with selected Indochina travel arrangements depending on the requested itinerary and service requirements.

2. Vietnam Tours & Travel Services

2.1. What types of Vietnam tours does Smile Travel offer?

We provide a wide range of travel experiences, including:

• Private Vietnam tours
• Family holidays
• Small-group tours
• Group tours
• Tailor-made itineraries
• Luxury travel
• Cultural and heritage tours
• Adventure and nature experiences
• Halong Bay and Lan Ha Bay cruises
• MICE and corporate travel
• FIT and GIT arrangements
• Muslim-friendly and Halal travel

Our itineraries can be customized according to travel dates, interests, budget, group size and special requirements.

2.2. Can Smile Travel create a tailor-made Vietnam itinerary?

Yes.

Tailor-made travel is one of our core services.

You can tell us:

• Your travel dates
• Number of travelers
• Preferred destinations
• Travel style
• Hotel category
• Budget range
• Activities you prefer
• Dietary requirements
• Special requests

Our travel consultant can then develop a customized itinerary based on your requirements.

2.3. Can Smile Travel arrange private tours?

Yes.

We can arrange private tours for individuals, couples, families and private groups.

Private tours can include private transportation, private guides, hotels, cruises, sightseeing, meals, airport transfers and other services according to the selected itinerary.

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2.4. Can Smile Travel handle group tours?

Yes.

We can assist with GIT and group travel arrangements, including transportation, accommodation, guides, meals, sightseeing, cruise arrangements and group logistics.

For larger groups, we recommend contacting us as early as possible so that we can check supplier availability and operational requirements.

2.5. Can Smile Travel organize MICE and corporate travel?

Yes.

We can assist with corporate and MICE arrangements, including:

• Corporate groups
• Meetings
• Incentive travel
• Team-building programs
• Conferences
• Gala dinners
• Group transportation
• Hotel coordination
• Private events
• Destination experiences

Programs can be customized according to the requirements of the organization or international travel agency.

3. Halong Bay & Cruise FAQs

3.1. Can Smile Travel arrange Halong Bay cruises?

Yes.

Smile Travel can arrange day cruises and overnight cruises in Halong Bay and Lan Ha Bay, subject to availability and the operating conditions of the selected cruise.

3.2. Can I combine a Halong Bay cruise with Hanoi and other destinations?

Yes.

Halong Bay is commonly combined with destinations such as:

• Hanoi
• Ninh Binh
• Sapa
• Danang
• Hoi An
• Hue
• Ho Chi Minh City
• Mekong Delta

We can create a multi-destination itinerary according to your available travel time.

3.3. Can cruise itineraries change?

Yes.

Cruise routes and activities may sometimes be changed because of weather conditions, marine safety requirements, navigation restrictions or decisions by local authorities and cruise operators.

For safety reasons, cruise operators may alter routes, substitute vessels, modify excursions or cancel certain offshore activities.

Smile Travel will make reasonable efforts to communicate material changes to customers as soon as practicable.

3.4. What happens if a Halong Bay cruise is cancelled because of bad weather?

If a cruise is cancelled because of weather, navigation restrictions or other circumstances beyond reasonable operational control, Smile Travel will work with the relevant supplier to arrange an appropriate alternative or recover any available supplier refund.

The final refund or additional cost will depend on the supplier’s applicable conditions and the services already provided.

4. Muslim-Friendly & Halal Travel

4.1. Does Smile Travel specialize in Muslim-friendly travel in Vietnam?

Yes.

Muslim-friendly and Halal travel is one of Smile Travel’s strategic specialist areas.

We can assist international Muslim travelers and travel agencies with suitable itineraries, accommodation, transportation, sightseeing and dining arrangements.

Our long-term objective is to establish Smile Travel as a recognized Vietnam Muslim Travel and Halal Travel specialist.

4.2. Can Smile Travel arrange Halal food in Vietnam?

Yes.

We can assist with Halal meal arrangements, subject to availability and the location of the service.

Customers should provide dietary requirements in writing as early as possible.

For standard dietary requests, we recommend providing the information at least 36 hours before the relevant service.

Last-minute requests cannot always be guaranteed.

4.3. Can Smile Travel arrange Muslim-friendly hotels?

Yes.

We can identify and recommend accommodation options according to the requirements of Muslim travelers.

Availability of specific facilities varies by hotel and destination, so requirements should be communicated during the booking process.

4.4. Can Smile Travel arrange prayer-related requirements?

We can assist in planning itineraries around available prayer facilities, mosques and suitable locations where possible.

Because facilities vary between destinations, specific requirements should be communicated to us before the itinerary is finalized.

4.5. Can Smile Travel organize Halal tours for Muslim groups?

Yes.

We can create customized Muslim-friendly itineraries for FIT, families and groups.

For group bookings, we can coordinate requirements such as:

• Halal meals
• Muslim-friendly hotels
• Transportation
• Private guides
• Prayer arrangements
• Sightseeing
• Group logistics
• Customized itineraries

This is particularly relevant for travel agencies and tour operators serving Muslim markets.

5. Booking & Payment

5.1. How do I book a tour with Smile Travel?

You can contact Smile Travel through our website, email, WhatsApp or other official communication channels.

Our travel consultant will review your requirements and provide an itinerary and quotation.

Once you agree to the proposed services and payment terms, we will issue the relevant booking confirmation / Service Ticket.

5.2. What is a Service Ticket?

A Service Ticket / Confirmation Voucher is the official booking document issued by Smile Travel.

It normally contains information such as:

• Confirmed services
• Travel dates
• Routing
• Inclusions
• Exclusions
• Pricing
• Payment schedule
• Other important booking information

Customers should carefully check the Service Ticket after receiving it.

5.3. How much deposit is required?

Our standard deposit is a minimum of 25% of the total booking value, unless otherwise stated.

Certain bookings may require a higher deposit or full payment because of supplier conditions.

5.4. When is full payment required?

For standard bookings, the outstanding balance is generally due at least 30 days before departure.

Bookings made within 30 days of departure generally require full payment upon confirmation.

Certain services, such as flights, train tickets, visa services, cruises and peak-season hotels, may require full payment in advance.

5.5. What payment methods does Smile Travel accept?

Depending on the booking and payment arrangement, Smile Travel may accept:

• International bank transfer
• Credit card
• Secure online payment link
• POS payment at the office
• Cash in Vietnamese Dong
• Other payment methods specifically agreed with Smile Travel

Bank and payment-provider charges may apply.

5.6. Are deposits refundable?

Our standard booking deposit is non-refundable, subject to the applicable booking conditions and the specific terms stated in your Service Ticket.

Some suppliers may have additional non-refundable conditions.

Customers should carefully review the cancellation conditions before making payment.

6. Cancellation & Changes

6.1. Can I change my booking after confirmation?

You may request changes after confirmation.

Smile Travel will make reasonable efforts to assist, subject to availability and supplier conditions.

An administration fee of US$30 per amendment request may apply, in addition to any supplier or fare difference.

6.2. Can I cancel my Vietnam tour?

Yes.

Cancellation requests must be submitted in writing by the booking party or an authorized representative.

Cancellation charges depend on the number of days remaining before departure and the specific supplier conditions applicable to your booking.

6.3. What is Smile Travel’s standard cancellation policy?

The standard cancellation schedule is:

Cancellation Notice                       Standard Cancellation Charge

More than 60 days                       Deposit forfeited; eligible remaining balance refunded

60–30 days                                     25% of total tour price forfeited, or deposit value, whichever is higher

29–15 days                                      50% of total tour price forfeited

14 days or less / No-show           100% forfeited; no refund

Specific services may have stricter cancellation conditions.

6.4. Can I move my cancelled booking to another date?

Possibly.

Where suppliers allow rescheduling instead of cancellation, Smile Travel can assist with transferring the booking to a future date.

Additional charges may apply, generally between 10% and 25% of the booking value, depending on supplier penalties, availability and seasonal pricing.

Rescheduling is not guaranteed.

6.5. Are unused services refundable?

Unused services, missed services, early departures, missed meals or voluntary withdrawal from an ongoing tour are generally non-refundable unless otherwise agreed in writing.

7. Travel Documents, Visa & Insurance

7.1. Do I need a visa to travel to Vietnam?

Visa requirements depend on your nationality, passport and travel circumstances.

Travelers are responsible for obtaining the correct visa and travel documentation required for entry into Vietnam.

Smile Travel can assist with visa-related services where such services are requested and available.

7.2. How long should my passport be valid?

Travelers should ensure that their passport satisfies the validity requirements of Vietnam and any other countries included in their itinerary.

As a general travel requirement, passports are commonly expected to have at least six months of validity beyond the relevant travel date and sufficient blank pages.

Travelers should verify current requirements before departure.

7.3. Does Smile Travel provide travel insurance?

Travel insurance is strongly recommended.

Customers should consider comprehensive insurance covering medical emergencies, evacuation, trip interruption, cancellation, baggage and other relevant travel risks.

Where Smile Travel offers a specific travel protection option, its terms and conditions will be provided during the booking process.

8. B2B – Travel Agency & Tour Operator FAQs

8.1. Does Smile Travel work with international travel agencies?

Yes.

B2B partnerships are a core part of our business model.

We work with travel agencies, tour operators, wholesalers and other international travel partners that need a reliable local partner in Vietnam.

8.2. Can travel agencies sell Smile Travel’s Vietnam tours to their customers?

Yes.

We can work with international travel agencies and tour operators on customized B2B arrangements.

Depending on the partnership model, we can provide itinerary development, net rates, operational support and other B2B services.

Commercial terms are discussed individually with each partner.

8.3. Does Smile Travel provide net rates for travel agencies?

Yes, subject to the partnership structure and agreed commercial terms.

Travel agencies can contact our B2B team to request:

• Net rates
• FIT rates
• GIT rates
• Cruise rates
• Tailor-made quotations
• B2B packages
• Special market programs

8.4. Can Smile Travel operate FIT and GIT programs?

Yes.

We support both:

FIT – Fully Independent Travelers

and

GIT – Group Inclusive Tours

Programs can be designed according to group size, market requirements, travel style and budget.

8.5. Can Smile Travel handle large international groups?

Yes.

We can coordinate group transportation, hotels, restaurants, guides, sightseeing, cruises and other ground services.

For larger groups, early planning is strongly recommended because availability and supplier conditions can vary significantly.

8.6. Can Smile Travel create programs for specific source markets?

Yes.

We can develop market-specific programs for international travelers and travel agencies.

Our strategic markets include Asia and Europe, with particular focus on markets such as:

• Malaysia
• Indonesia
• India
• Singapore
• United Kingdom
• France
• Germany
• Australia
• United States
• Other European markets

Programs can be adapted to cultural, dietary, budget and travel-style requirements.

8.7. Why should a travel agency work with Smile Travel instead of booking suppliers directly?

Working with a local DMC can simplify the operational process for an overseas agency.

Smile Travel can assist with:

• Local supplier coordination
• Transportation
• Hotels
• Guides
• Cruises
• Restaurants
• Airport services
• Itinerary design
• Group management
• On-ground support
• Problem solving during travel

Our objective is to allow the overseas agency to focus on selling and managing the customer relationship, while Smile Travel manages the local operation.

You Sell. We Operate.

8.8. How quickly can Smile Travel provide a quotation?

Quotation time depends on the complexity of the itinerary, number of travelers, travel dates and supplier availability.

Simple requests can normally be handled faster than complex FIT, GIT, MICE or luxury programs.

For complex itineraries, additional time may be required to obtain accurate supplier availability and pricing.

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8.9. Can I become a Smile Travel B2B partner?

Yes.

Travel agencies, tour operators and wholesalers interested in partnership can contact our B2B team.

We recommend providing:

• Company name
• Country / market
• Website
• Contact person
• Type of customers
• FIT / GIT volume
• Main destinations
• Expected travel volume
• Halal / dietary requirements where applicable

This allows our team to understand your business and develop an appropriate cooperation model.

9. Safety, Operations & Special Requirements

9.1. What happens if my flight, train or transportation is delayed?

Transportation services are operated by third-party suppliers.

Delays, cancellations and schedule changes can occur.

Smile Travel will provide reasonable assistance where possible, but we cannot guarantee the schedules of third-party airlines, railway operators, cruise companies or transportation providers.

9.2. Can I make special requests?

Yes.

Customers may request special arrangements such as:

• Room preferences
• Bedding preferences
• Adjoining rooms
• Dietary requirements
• Accessibility requirements
• Special occasions
• Transportation preferences

Requests should be submitted as early as possible.

A special request is not guaranteed unless Smile Travel confirms it in writing.

9.3. What should I do if I have a problem during my tour?

Contact your Smile Travel travel consultant or our 24/7 customer hotline immediately.

Immediate notification gives us the best opportunity to investigate and resolve the issue while you are still travelling.

For formal complaints, written documentation may be required.

9.4. What happens during extreme weather or other emergencies?

Travel arrangements may be changed, suspended or cancelled when circumstances beyond reasonable operational control make the original itinerary unsafe or impossible.

Examples include:

• Severe weather
• Typhoons
• Natural disasters
• Navigation restrictions
• Government restrictions
• Border closures
• Civil unrest
• War
• Pandemics
• Airline cancellations
• Other Force Majeure events

Smile Travel will make reasonable efforts to arrange alternatives or recover available supplier refunds where possible.

10. Why Choose Smile Travel?

10.1. What makes Smile Travel different?

Smile Travel combines local destination knowledge with international travel-trade experience.

Our focus is not simply to sell tours.

We aim to become a trusted long-term local partner for travelers and international travel agencies.

Our strengths include:

• Vietnam Inbound DMC
• Tailor-made travel
• FIT & GIT
• Private tours
• Luxury travel
• Halong Bay & Lan Ha Bay cruises
• MICE
• Muslim-friendly travel
• Halal travel
• Local destination expertise
• B2B travel partnerships
• On-ground operational support

10.2. Is Smile Travel suitable for international travel agencies?

Yes.

Our B2B model is designed specifically for overseas travel agencies, tour operators and wholesalers that need a reliable Vietnam-based operating partner.

We aim to provide the local expertise, supplier coordination and operational support required to deliver a smooth experience for their customers.

10.3. Does Smile Travel work only in Hanoi?

No.

Although our head office is in Hanoi, our operations cover major destinations throughout Vietnam.

We can build multi-destination programs combining Northern, Central and Southern Vietnam.

11. Contact Smile Travel

Still have a question?

Our travel team is ready to help.

Smile Travel Co., Ltd

24/7 Hotline / WhatsApp:

+84 941 776 786         |           +84 346 190 168

Email: info@smiletravel.com.vn     info@smiletravel.com.vn

Head Office: 72 Hong Tien Street, Hanoi, Vietnam

Business Hours: Monday–Saturday: 08:30 AM–05:00 PM (GMT+7)

Operational Support: Available 24/7

For Travel Agencies & Tour Operators

If you are looking for a reliable Vietnam DMC, Vietnam Tour Operator or local B2B travel partner, contact our team to discuss your market, requirements and partnership opportunities.

Smile Travel – Your Trusted Local Partner in Vietnam.