Frequently Asked Questions (FAQ) | Vacay & Co.

Welcome to the Vacay & Co. help center! We're here to ensure your journey from dreaming to departing is as smooth as possible. Find answers to our most common questions below.

Booking & Reservations

Q: How do I book a vacation package?
A: You can book directly on our website, www.vacayandco.com, by using the search tools to build your perfect getaway. For personalized assistance, you can also call our travel specialists on whatsapp or via phone number at +66961195966

Q: Can I hold a reservation while I finalize my plans?
A: Due to dynamic pricing and high demand for popular destinations and dates, we are generally unable to place holds on reservations. A booking is only confirmed once we have received payment.

Q: What is included in my vacation package?
A: This depends on the package you select! Most of our packages include a combination of accommodation, and transfers add ons such as boating or private chef. The "What's Included" section on each package page provides a detailed, itemized list so you know exactly what you're getting.

Q: I found a cheaper price elsewhere. Can you match it?
A: We strive to offer the best value possible. If you find a verifiable, apples-to-apples lower price on the same package within 24 hours of booking, please contact us. We'll do our best to match it or offer you a compelling reason to book with us.

Q. Why are you guys better than airbnb? 

A. Where airbnb is a completely self operating marketplace, Vacayandco has handpicked and view every single villa on it's platform, securing a safe and comfortable stay at the highest service. 

Payments & Pricing

Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, MasterCard, American Express, Discover), debit cards, and PayPal.

Q: Is there an option to pay for my vacation in installments?
A: Yes! Our "Book Now, Pay Later" program allows you to secure your vacation with a deposit and pay the remaining balance in manageable installments leading up to your departure date. Look for this option at checkout or speak with a specialist for details.

Q: Why are there additional fees (resort, amenity, etc.) not included in the package price?
A: Some hotels and resorts charge mandatory fees for amenities like Wi-Fi, gym access, or pool towels. These fees are paid directly to the property and are not included in our package price. We always do our best to disclose known fees in the property information.

Q: Is my price guaranteed once I book?
A: Yes! Once you have completed your booking and received a confirmation email, your price is locked in and guaranteed, protecting you from any potential price increases.

Changes, Cancellations & Refunds

Q: What is your cancellation policy?
A: Our cancellation policy varies depending on the hotel, airline, and package type. Standard packages typically allow for full refunds if cancelled within 24 hours of booking. After that, cancellation fees may apply. Please review the specific terms and conditions during the booking process. For the most flexible option, consider adding Trip Protection.

Q: How do I make changes to my existing reservation?
A: To change your reservation (dates, room type, etc.), please contact our Customer Support team as soon as possible. Changes are subject to availability and may incur fees from our suppliers (airlines, hotels) as well as a Vacay & Co. change fee.

Q: How long does it take to receive a refund?
A: If you are eligible for a refund, it will be processed to your original form of payment within 7-10 business days after the cancellation is confirmed. Please note that it may take one or two billing cycles for the refund to appear on your statement, depending on your bank.

Before You Travel

Q: When will I receive my travel documents and itinerary?
A: You will receive an initial booking confirmation email immediately after your reservation is complete. A detailed e-itinerary with all your travel vouchers, e-tickets, and important information will be sent to you approximately 2-3 weeks before your departure date.

Q: What do I need to travel? (Passports, Visas, etc.)
A: It is the traveler's responsibility to ensure they have the proper documentation for travel. This includes a valid passport (with at least 6 months validity beyond your return date for most international destinations), necessary visas, and any required vaccinations. Vacay & Co. is not responsible for denied entry or travel due to improper documentation.

During & After Your Trip

Q: What happens if my flight is delayed or cancelled?
A: In the event of a flight disruption, you should first contact the airline directly, as they are responsible for re-accommodating you. Then, please contact our 24/7 emergency travel support line (provided in your e-itinerary) so we can assist with notifying the hotel and adjusting your transfers if necessary.

Q: Who do I contact if I have a problem during my vacation?
A: For issues at the villa (e.g., with your room), please speak directly with our whatsapp as they are in the best position to resolve the situation immediately. For emergencies or if you cannot resolve an issue with the supplier, call our 24/7 emergency travel support line.

Q: How can I leave a review about my experience?
A: We love hearing from our travelers! Shortly after you return, you will receive an email inviting you to share your feedback. You can also leave a review on our website or social media channels.

Still Have Questions?

Our dedicated team of travel experts is here to help!

• Email Us: [email protected]

• Call Us: +66961195966
  

• Live Chat: Available during business hours (click the icon in the bottom right corner)