We stick to our promises!

We promise to supply you with up-to-date, unbiased information and advice
The information about Vietnam travel and holiday packages 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 are also honest. If something is not 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.

We promise to keep in close contact and respond quickly
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 queries. Our standard practice is to reply within a day. If it's something complicated, 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, seven days a week. We'll also provide you with a mobile 'phone number in case anything unforeseen crops up.

We promise you will have a personal, expert tour operator
Once we've made contact, we'll provide you with your own tour operator. He or she will work with you to design your itinerary of your Vietnam holiday packages 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 tours in Vietnam run smoothly and effortlessly.

We promise you first-rate guides
If you want someone to escort you during some, or all, of your tours to Vietnam, we'll provide you with a high-quality guide. We use only friendly, professional Vietnamese women and men with plenty of experience, choosing them carefully to suit the itinerary and, most importantly, you! You can have a general guide to stay with you throughout your tours in Vietnam or, if you want more in-depth information, we will arrange expert local guides. Whether they are general or specialist, the quality will be the same. Your guide 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'!

We promise to charge fair prices with no hidden extras
We apply a standard margin to all our charges. The amount we add is calculated to cover our costs and generate a modest profit. This applies to the agreed itinerary only - if you require help with, for example, a dinner reservation or booking a local trip, we won't add anything extra to the price quoted by the restaurant or travel agent. If 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. On escorted tours, our guide will be available to make sure that transactions are fair to both sides, and will assist you if require help in making a purchase.

We promise that the money you pay will be secure
As a fully licensed international tour company, we deposit and maintain a cash 'bond' in a secure account in the main state bank of Vietnam. Our 'bond' account can only be used to reimburse Haivenu customers - any withdrawal must be authorised by the Vietnam Administration of Tourism.

Under the terms of our licence, we are obliged to reimburse you if we fail to comply with any element of an agreement between yourself and Haivenu. The amount of the bond is linked to our annual turnover so, if we are unable to provide part of an itinerary or cease trading, your money is fully protected.

We promise you will be compensated if we fail to meet the terms of the contract
If Haivenu, or a third party contracted to us, fails to deliver a part of the agreed contract, we will 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, are excluded.

Should there be a dispute between us relating to a claim, the matter can be referred to arbitration in an independent court. If your claim is partly or wholly upheld, we will pay you compensation retrospectively.

For full details of our terms of business, please read our Booking Conditions carefully.