Booking a holiday or an extensive tour package over the Internet is certainly a business based on trust. Regardless of the fact, that most tourist information is nowadays easily available on the World-Wide-Web, you may find the expertise of a local tour operator valuable; in terms of guiding you to the right choice of accommodation and tours, and useful for putting individual tour elements together to create an interesting and smooth itinerary. Besides this, you may also have some administrative and operational questions. Some of them – the most frequently asked - we try to answer here below.

How to book?

Simply by using the automatic response form under “Contact us” or write email to

info@arosatravel.com

Our website is not designed to be an auto-response site and you should not expect an anonymous automatic response to your inquiry. Instead, our staff will be happy to lead you through the initial process of establishing your requirements until we are able to propose you a tailor-made programme that suits your expectations. Inquiries are usually replied within 24-48 hours. If your request needs a longer response time we will notify you.

What to book?

Arosa Travel is a full-service tour operator. Rather then being a booking engine for hotel overnights, we organise your stay in Thailand as a full-service package, combining hotel accommodation with transfers and sightseeing tours. Browse through our website for recommended hotel and tours packages, or click on our “Tour Planner” menu for information on what to do & see in Thailand . Or simply send us your inquiry, indicating details such as number of persons in your party, expected period of travelling, approximate length of stay, your particular interests and the level of comfort you are seeking in terms of accommodation.

Are your rates guaranteed?

Inquiries with a specific travelling date will be quoted with guaranteed rates that will be reconfirmed once a firm booking is made. Inquiries without specific travelling date will be quoted on a guideline basis. Our rates are quoted in US dollars; on request we also quote rates in Thai Baht with a few exceptions. All our quotations include VAT (7%) and service charge levied by all hotels (10%) at current levels.

Are airfares included?

As airfares for tickets originating outside of Thailand are higher if such tickets are issued in Thailand , we recommend you to arrange your inbound and outbound flights to/and from Bangkok on your own. Upon request, Arosa Travel will book and issue domestic flights and/or regional flights in connection with your travel arrangements. If your long haul flight is booked on the national carrier THAI AIRWAYS INTERNATIONAL, we recommend to include domestic flights within Thailand and/or regional flights to onward destinations into your overseas ticket.

Airfares for tickets booked and issued by Arosa Travel are quoted separately and are based on applicable rates at the time of quotation or reservation. All airfares, as well as related taxes and surcharges, are subject to changes/increases by the issuing carrier and are guaranteed only once a ticket has been paid and issued.

Domestic Airport Taxes are included in the ticket. The International Airport Tax is Baht 500 per outgoing passenger and is payable in local currency in cash upon departure from Bangkok and all other International airports in Thailand .

Payment conditions

Once you have accepted our quotation and a booking has been made, we will inform you about the payment schedule. Full prepayment is required approx. 30 days before your arrival; a deposit payment may be required at the time of confirmation to guarantee bookings during peak and high season. Payments can be made by Credit Card or bank transfer to our bank account in Bangkok .

Travel Documents

If you have booked arrival transfer in Bangkok , our guide will meet & greet you at the airport and hand over all travel documents (Hotel Vouchers, Airlines Tickets etc.). In case you have booked your hotel or tour reservations without arrival transfer, we will send you our service voucher by email and will deposit the original voucher at the first hotel of your stay.

Where do I meet your guide?

If you have booked arrival transfer in Bangkok , our guide will meet & greet you at the airport. The meeting point location will be communicated to you upon confirmation of your transfer booking as this depends on the arriving airline. At Bangkok International Airport , usually the first entry point into Thailand , passengers arrive at either Terminal 1 or Terminal 2. Our guide will accompany you to the hotel, provide the initial useful information during the transfer, and assist upon check in at the hotel. Arriving clients will receive a welcome kit, including their vouchers, air tickets if domestic flights are booked, detailed itinerary with information on pick up times, general information, city map as well as emergency phone numbers.

Do we travel in a group or privately?

All arrangements are made on a private basis and exclusively for your party. Legally licensed guides accompany you during transfers, sightseeing tours or multi-day upcountry travel. Our guides will greatly enhance your travel experience and will go out of their way to make your stay comfortable and memorable. Depending on your itinerary and travel arrangements, the same guide may accompany you throughout your tour, or you will have a different guide at the various locations of your trip.

In what language are your tours?

All arrangements are made on a private basis exclusively for your party. English, German and French speaking guides are available.

What meals are included?

All hotel reservations include daily American breakfast, usually taken buffet-style in most hotels. The meal plan during day tours and multi-day upcountry tours may vary, depending on the day-to-day programme. During up-country tours we generally include lunch while touring the whole day, leaving time free in the evening for individual dinners, particularly during stays in cities where local restaurants are easy to find and within reasonable distance. Meals included during tours are indicated in our detailed tour programmes (B = Breakfast, L = Lunch, D = Dinner). As all arrangements are made on a private basis, meal plans can be adjusted to your personal preference, or enhanced with special dining experiences.

Cancellation Fees

All cancellations must be received in writing. Arosa Travel Service Co. Ltd. will notify you if any cancellation fee occurs. Cancellation fees may vary considerably, depending on the timing of your cancellation, the type of arrangements booked, the seasonality of your booking and the specific cancellation conditions of the hotels and other suppliers. For hotels average cancellation fees are 1 night charge for cancellation of less than 21 days before arrival, 3 nights for cancellation of less than 14 days before arrival and 100% for cancellation of less than 7 days before arrival as well as “no show”. During peak and high season stricter conditions may apply if bookings are cancelled less than 30 days before arrival. Prepayments made will be refunded to you after cancellation fees are deducted.

Complaints and refunds

In the unlikely event that you are not satisfied with our services, or wish to change your programme during your stay, please contact us immediately and report the shortcomings. We will do our best to correct the situation, or in case of cancellation or shortening of your booking, make all efforts to refund you adequately.

Is your company licensed?

Arosa Travel Service Co. Ltd., Bangkok is a fully licensed Tour Operator since 1972.

• Licensed by Tourism Authority of Thailand (Licence Nr. 11/045)
• Member of the Association of Thai Travel Agents (Member Nr. 00014)

Liability

Although every effort will be made to provide the requested services in the best possible way, it is hereby expressly stated that Arosa Travel Service Co. Ltd acts only in the capacity as an agent in all matters relating to travel and tour arrangements, and shall not be held liable or responsible for any losses, damages, injuries, accidents, delays or irregularities whatever arising from the use of any accommodation, all means of transportation or other services and contractors, from labour strikes, political actions, unrest, sickness, fire, weather, natural calamities, or from any other forces beyond our control. Any losses or additional expenses resulting from the above contingencies shall be borne by the passenger. We also reserve the right to change itineraries without notice if found in the best interest of all concerned. You should obtain your personal travel insurance at your country of residence, as compensation laws in Thailand may not cover losses, damages, injuries, accidents, delays or irregularities adequately.