Terms of Service

1. About these terms

Fiesta Asia Travel (“we”, “us”) is a Destination Management Company (DMC) operating in Vietnam, Cambodia and Laos. Our office is at Unit No. 2 , 8th Floor, VNO Building, 179 Nguyen Cu Trinh Street, Cau Ong Lanh, TP. Ho Chi Minh, Vietnam, and we have a sales office in Delhi, India.

These terms apply in two situations: when you use fiestaasiatravel.com, and when you ask us to quote for, book or operate ground services. “You” means the travel business that deals with us, and “your clients” means the travellers you send to us.

2. Trade partners only

We work only with travel businesses: retail travel agents, tour operators, OTAs, wholesalers and MICE and incentive planners. We do not sell to the travelling public.

• You contract with us as a business. Your clients contract with you, and you remain responsible for your own agreement with them.
• You agree to pass on to your clients the information they need to travel, including what is included and excluded, the itinerary, and any conditions in our confirmation.
• Our net rates are confidential to you. Please do not publish them or share them with other suppliers or competitors.

3. Enquiries and quotations

• We aim to send a detailed net quote within one business day of receiving your brief. Complex MICE programmes or long multi-country routes can take longer, and if they will, we tell you on the day.
• A quotation is an offer to arrange the services described in it, based on the dates, numbers and hotel categories in your brief. Nothing is held until you confirm in writing, unless the quotation says otherwise.
• Quoted prices and availability depend on hotels, cruises, transport and other suppliers. They can change until the booking is confirmed, especially over peak season from October to April.
• Each quotation states its own validity period, the currency, and what is and is not included.
• You can change an itinerary after we quote it as often as you need, and we will re-cost it. The final version must be confirmed in writing before we hold hotels, so that what is booked and what is priced stay the same.

4. Bookings and confirmation

• A booking exists once you have accepted our quotation in writing and we have sent you a written booking confirmation. Where a deposit is required, the booking is secured once we receive it.
• Our confirmation lists the services, dates, hotels, prices and any special conditions for that programme. Please check it straight away and tell us about any mistake. Errors are much easier to fix before suppliers are booked.
• For hotels, cruises and suppliers, we reserve on your behalf under their own terms. Where a supplier’s conditions are stricter than ours, for example on a peak-date room block, a cruise cabin or an internal flight, we tell you in the quotation or confirmation.

5. Prices and payment

• We quote net rates. You set your own selling price and margin.
• We invoice in US dollars by default. EUR and GBP are available on request.
• Deposit amounts and the due date for the balance are stated in each confirmation. Unless agreed otherwise, the full balance must reach us before the programme starts.
• Registered partners may be offered credit terms after their first confirmed booking. Any credit terms are agreed with you in writing.
• Bank charges and currency conversion costs on your side are yours to pay, so that the full invoiced amount reaches us.
• If payment does not arrive by the due date, we may release the services, and the cancellation charges in section 7 may apply.
• Once a booking is confirmed, we will only change the price for reasons outside our control, such as new government taxes or fees, or a change in the number of travellers. We will tell you as soon as we know and show you why.

6. Passenger details and rooming lists

• Names must be given exactly as they appear in each traveller’s passport. Hotels, cruises, airlines and visa authorities check them.
• Tell us about any dietary needs, medical conditions, mobility needs or other special requirements when you book. We pass them to suppliers and do our best to meet them, but cannot always guarantee it.
• For groups, we usually need the rooming list and final passenger numbers three to four weeks before arrival. Exact deadlines depend on the hotels and any internal flights, and are confirmed in writing for each programme.
• Child prices are based on each child’s age and height on the date of travel, as set out in the quotation.

7. Changes and cancellations by you

• All changes and cancellations must be sent to us in writing, by email. They take effect on the day we receive them.
• We will always try to make the changes you ask for. Where a change costs more, for example a hotel’s amendment fee or a higher rate on new dates, we tell you the cost before going ahead.
• If you cancel all or part of a confirmed booking, cancellation charges apply. They are set out in your confirmation and depend mainly on the hotels, cruises and other suppliers involved and how close to arrival you cancel. They can be up to 100% of the price close to arrival.
• Services that are not used once a programme has started, such as a missed transfer or a meal or excursion your clients skip, are not refundable unless the supplier gives us a refund.

8. Changes by us and events outside our control

• Sometimes we have to change part of a confirmed programme, for example when a hotel is oversold, a road or route closes, or a flight schedule changes. When that happens we replace the service with one of the same standard or better, such as a like-for-like hotel we have already inspected, and tell you as early as we can.
• If a major change is unavoidable before arrival, we will offer you an alternative of the same standard. If you do not accept it, we will refund what you paid for the affected services, less any amounts suppliers will not return to us.
• We are not responsible for delay, change or cancellation caused by events outside our control. These include severe weather, typhoons and floods, natural disasters, epidemics, war, civil unrest, strikes, government action, airline or airport disruption, and closure of sites or borders. In those situations we work with you to find the best available alternative and pass on any refunds we recover from suppliers. Any extra costs, such as additional hotel nights, are charged at cost.
• Halong Bay and other cruise operations can be suspended by the authorities at short notice in bad weather. When that happens, the cruise operator’s own refund or replacement policy applies, and we arrange the best alternative available on the day.

9. Visas, travel documents, health and insurance

• Your clients are responsible for holding a valid passport, the right visas and any health documents for every country in their programme. Please make sure they know what is required for each border they cross.
• We can help with visa assistance, such as approval letters or visa on arrival arrangements where they are available. The decision to grant a visa always rests with the government authorities, and we cannot be responsible for a refusal or delay.
• We strongly recommend that every traveller has comprehensive travel insurance covering medical costs, repatriation, cancellation and personal belongings, taken out at the time of booking.
• Travellers are responsible for their own belongings and for following the reasonable instructions of our guides, drivers and suppliers, especially on boats, at heritage sites and during activities.

10. Our responsibility

• We will arrange and deliver the services in your confirmation with reasonable skill and care, using suppliers we have selected and checked.
• Hotels, cruise operators, airlines, transport companies, restaurants and venues are independent businesses with their own terms and safety standards. We choose them carefully, but we do not control how they run their business day to day.
• Where something we arranged was not provided as confirmed, our liability to you is limited to the price of the services affected. We are not liable for indirect or consequential loss, such as lost profit, lost business or damage to reputation.
• Nothing in these terms limits liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.
• International flights are not part of our services. Where we book internal flights, the airline’s conditions of carriage apply.

11. Problems during a programme

• If something is not right on the ground, your clients should tell their guide or call our 24/7 operations contact straight away. Most problems can be fixed on the spot, and we can only fix what we know about.
• If a problem cannot be resolved during the trip, please send us full details in writing as soon as possible after the programme ends. We will investigate with the supplier and reply in writing.
• A complaint is much harder to investigate, and may not be accepted, if it was not reported to us during the trip, when we had the chance to put it right.

12. White-label use of our content

• You may rename, rebrand and reprice our itineraries and proposals, and send them to your clients under your agency’s name, for programmes you book with us.
• The text, photographs, itineraries, design and logo on this website belong to Fiesta Asia Travel or are used under licence. Apart from the white-label use above, please do not copy, republish or sell them, or use them to market services operated by another supplier, without our written permission.

13. Using this website

• We keep this website accurate and up to date, but descriptions, itineraries and photographs are a general guide. Prices, availability and the details of each programme are confirmed only in a quotation and booking confirmation.
• Photographs show what a destination, hotel or experience can be like. Weather, seasons and local conditions vary.
• Please use our enquiry, contact and careers forms honestly and only for genuine business purposes. Do not send spam, harmful files or false information, and do not try to interfere with how the site works. We may limit or block traffic that looks automated or abusive.
• Links to other websites are given for convenience. We are not responsible for their content or how they handle your information.
• We may change, suspend or withdraw any part of this website at any time, and we do not guarantee it will always be available or free of errors.

14. Privacy

How we collect, use and protect the information you send us, including job applications and CVs, is explained in our Privacy Policy.

15. Governing law

These terms, and any booking made under them, are governed by the laws of the Socialist Republic of Vietnam. If a disagreement arises, we will first try in good faith to resolve it with you directly. If that is not possible, it will be referred to the competent courts of Ho Chi Minh City, Vietnam.

16. Changes to these terms

We may update these terms from time to time, for example when we add a service or need to reflect a change in the law. The current version will always be published on this page, with the date shown at the top. A booking already confirmed remains under the terms that applied when it was confirmed, unless we both agree otherwise.

17. Contact us

For any question about these terms, a quotation or a booking, please get in touch:

You can also reach us through our contact page.