1.Booking
Q: How long will I receive the confirmation after booking the tour?
A: You will receive a confirmation email within 4 working days (Hong Kong and local public holiday excluded). Voucher will be sent to your provided mail-box.
Q: I have booked a tour but I have not received confirmation in my mailbox yet. What do I do?
A: Please check your spam folder. If you have not received our confirmation 4 working days after your booking, please contact LUXE TRAVEL Specialist at online@luxetravel.com.hk
Q: Certain dates are not available for booking on the website. Can I make a booking on those dates?
A: You can contact our LUXE TRAVEL Specialist for booking.
Q: I am a solo traveler. Can I book a tour?
A: Yes, you can. Please contact LUXE TRAVEL Specialist for details.
Q: I have food allergies. Can I order a special meal?
A: You can request a special meal by the booking form. If you have special requests or physical conditions, please state at the Remarks section. We will try our best endeavour to support. (Please note that special requests are not guaranteed, the extra charge might occur)
2. Payment
Q: How can I pay for the tour?
A: We accept credit payment via PayPal. You can pay by Visa, MasterCard or American Express etc.
Q: Can I pay by cash?
A: Our online booking platform does not accept cash payment. To pay by cash, please contact LUXE TRAVEL Specialist at online@luxetravel.com.hk for offline booking.
Q: Is it secure to use LUXE TRAVEL for booking?
A: LUXE TRAVEL’s website uses HTTPS connection. SSL digital certificate is used for protecting the integrity and confidentiality of data between your computer and our site. We also use secure and encrypted third-party payment platforms to ensure your safety.
3. Changes, Cancelation and Refund
Q: Can I cancel the day tour?
A: Please email online@luxetravel.com.hk for cancelation. Request must be sent no less than 30 days prior departure for short haul destination (Asia) day tour; no less than 45 days prior departure for long haul destination (Non-Asia) day tour. After deducting an administrative fee of HKD320/USD40 per person, LUXE TRAVEL will refund to the credit card which used for booking the tour.
Q: Can I change the time or date after booking?
A: Please email online@luxetravel.com.hk for making changes.
- To change the time, request must be sent no less than 14 days prior departure for short haul destination (Asia) day tour; no less than 30 days prior departure for long haul destination (Non-Asia) day tour.
- To change the date, request must be sent no less than 30 days prior departure for short haul destination (Asia) day tour; no less than 45 days prior departure for long haul destination (Non-Asia) day tour.
- An administrative fee of HKD320/USD40 per person is required. Requests to change are not guaranteed. Please refer to our booking policy for reference.
Q: Can I get refund if I faced unexpected situation?
A: For cancelations of day tour due to compelled reasons, such as typhoon or earthquake etc. (please refer to our booking policy for detail), LUXE TRAVEL will reserve your payment for future reservation within 1 year. (Online or offline) If you wish for refund, after deducting operator's handling fee and our administrative fee (10% of the price), LUXE TRAVEL will refund to your credit card which used for booking. Please be reminded that refund or reserve of payment must be claimed by email within 30 days after the tour.
Q: I have not received my refund yet. Where does to money gone?
A: LUXE TRAVEL will refund to the credit card you used for booking. Depending on the card issuer, it might take up to 30 days for your refund to appear on your card.
4. Travelling
Q: Can I ask somebody directly for questions?
A: Please contact LUXE TRAVEL Specialist at online@luxetravel.com.hk
Q: Can the guide pick me up at other locations besides my hotel?
A: The pickup service is only available for 3-5 stars hotel.
Q: I cannot meet the guide at the hotel. What do I do?
A: Please call the guide or local operator on the emergency number provided by us.