At a glance
Free to complain
By WhatsApp, email, phone, in writing or to your guide on the day.
Answer within 24 hours
We confirm receipt and tell you who is handling it.
Written reply in 7 working days
At most 15 working days when a partner is involved.
Independent options
Mediation, consumer protection authority or the court.
01How to make a complaint
You can complain about any part of a booking made with us: the information on this website, the booking and payment, or the tour itself. Complaining is free of charge.
| Channel | Details |
|---|---|
| On the tour | Tell your guide straight away, so we can put it right there and then. |
| +84 879617691 / +84 342988013 (fastest, answered every day) | |
| info@ecotripasia.com | |
| Phone | 0766 349 703 (office hours, Hanoi time) |
| In writing | Vietnam Green Travel Co., Ltd, No. 3, Lane 204 Hong Mai Street, Bach Mai Ward, Hai Ba Trung District, Hanoi, Vietnam |
Please include your booking reference (ETA-…), what happened and what you would like us to do. Photos or screenshots help.
02What happens next, and how long it takes
- 1Within 24 hours
We confirm that we have received your complaint and tell you who is handling it.
- 2Within 7 working days
We look into what happened, talk to the guide, driver or rider involved, and send you our answer and proposed solution in writing.
- 3At most 15 working days
If we need more time (for example when a restaurant or booking platform is involved), we tell you why and when you will hear from us.
03How we put things right
Depending on what went wrong, we may offer an explanation and apology, a free new tour date, a partial or full refund in line with our Refund policy, or another solution we agree with you.
04If you are not satisfied with our answer
- Negotiation: reply to our answer and a manager will review the case again.
- Mediation: we are willing to settle the dispute through mediation.
- Authorities: you may contact the consumer protection authorities in Vietnam, for example the Hanoi Department of Industry and Trade.
- Court: a dispute that cannot be settled is decided under Vietnamese law by the competent court in Hanoi.
05Bookings made through other platforms
If you booked through Tripadvisor/Viator, Klook, GetYourGuide, Google or another platform, you can complain to us directly about the tour, and to that platform about its booking and refund process. We will work with the platform to resolve it.
06Who handles complaints
Complaints are handled by our customer service team in Hanoi and reviewed by the company management.