We always stick to our promises!
unbiased information and advice
The information about Vietnam travel that we provide will
be as up-to-date, accurate and objective as we can make it.
Although we are very proud of our country, we're also honest.
If something isn't as good as it should be, we'll tell you
- we don't want you to be disappointed. If you want very specific
information, we'll try to find it for you.
contact and quick response
From the first time you contact Haivenu until your arrival
in Vietnam, we'll be on hand every day to provide information
or respond to your queries.
standard practice is to reply within a day. If it's a complicated
matter, we'll respond immediately to tell you how long it
will take. Throughout your stay in Vietnam, you'll be able
to contact our head office in Hanoi from early to late, Monday
also provide you with a 24hr mobile 'phone contact number
in case anything unforeseen crops up.
own personal tour operator
Once we've made contact, we'll allocate you a 24hr, seven
day personal tour operator. He or she will work with you to
design your itinerary and make the necessary arrangements,
keeping you fully informed at all stages. From your arrival
in Vietnam to the time you leave, your tour operator will
monitor what is happening and re-check arrangements in advance
to ensure that every element in your holiday runs smoothly
If you want someone to escort you during some, or all, of
your visit, we'll provide you with a high-quality guide. We
use only friendly, professional Vietnamese and ethnic minority
women and men with plenty of experience, choosing them carefully
to suit the itinerary and, most importantly, you! We usually
use expert local guides because they have an in-depth knowledge
of the area, but if you wish, you can have a general guide
to accompany you throughout your tour.
they are general or specialist, the quality of our guides
will be good. Each will be highly responsible, fluent in your
language, and skilled in 'interpreting' the heritage and life
of Vietnam in an interesting and thought-provoking way. We
don't employ 'walking guide books'!
prices with no hidden extras
We apply a standard margin to all our tours. The amount we
add is calculated to cover our costs and generate a modest
profit, and never exceeds 20%. This applies to the agreed
itinerary only - if you require help with, for example, a
dinner reservation or arranging a ticket for an event at the
Opera House, we won't add anything extra to the price quoted
by the restaurant or box office.
you ask us to make hotel or flight bookings only, the prices
we quote will always be competitive and fully inclusive of
all taxes and service - no hidden 'extras'. If you want to
visit workshops or commercial outlets, there will be no obligation
or pressure for you to buy anything - we don't make deals
to receive commission.
money you pay will be secure
Protection for worldwide clients:
For worldwide clients, when you book a tour with Haivenu, the contract will be between yourself and Haivenu Co., Ltd (Vietnam).
We are fully licensed by the Vietnam National Authority for Tourism (VNAT) as an International Tour Operator. Our International Tour Operator Licence number is 0086/2002/TCDL-GP LHQT. The terms of our licence require us to place a substantial cash bond in a secure account. The account has two signatories - Haivenu and VNAT.
The money in the account is solely for compensating clients - VNAT will not allow us to withdraw money for any other purpose. If compensation has to be paid to a client, we are obliged to top up the bond to its original level immediately.
Haivenu Vietnam is affiliated to the Vietnam Tourism Association (VITA), the Pacific Asia Travel Association (PATA - Vietnam Chapter), and the American Society of Travel Agents (ASTA).
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if we get it wrong
If Haivenu, or a third party contracted to us, fails to deliver
a part of the agreed contract, we'll reimburse you and, if
necessary, seek redress from our contractor later. Failures
that were the result of circumstances beyond our control,
such as cancellation or postponement resulting from government
action or policy, war, civil unrest or natural disasters,
Concerned about your privacy? We are!
e-mail address or any other information you give us is used
only for correspondence relating to your holiday or tour -
Haivenu doesn't rent, trade, or sell the personal information
you send us a request for information, an itinerary, or a
booking, we'll assume you're willing to provide the personal
information that we require to design and manage your holiday
With the exceptions of breaches of Vietnamese and/or international
law and immigration regulations, and
information necessary for sub-contractors to fulfil their
anything you tell us will never be disclosed or made available
to any third party without your willing permission.
After your tour, we'll contact you to ask for your for opinions
and comments about your experience of travelling with Haivenu.
Apart from seeking information to improve the quality of our
services, we'll ask your permission to quote a sentence or
two on our web site in a way that ensures your anonymity.The
decision to assist us in this way is entirely yours –
our request doesn't place you under any obligation.
We'll also ask
if you would be willing to respond to telephone, e-mail or
mail requests from potential customers seeking confirmation
of our probity.The text
on the page offering this service will include a disclaimer
of any liability on your part. As above, this request does
not place you under any obligation – feel free to say
Should any changes to this policy
be necessary, they will be posted on this page.