GENERAL QUESTIONS

What is TravelSmile?

Travelsmile is a community platform that connects locals with travelers from all over the world. It help locals in all kind of professional to list and bring local experiences to travelers. It also help travelers to choose favorite experiences by booking tours directly with host with simple process and button through mobile, tablet and laptop

How can I register?

It’s completely free to register and create an account in TravelSmile. The easiest way to register is by connecting your Facebook account. This will automatically complete part of your profile and will generate more trust towards your account within our community. If not, you can register with an email account.

We never let anyone have access to your Facebook account. You can also control the information that you provide TravelSmilw via your privacy settings on Facebook.

Why should I link my TravelSmile account to my Facebook?  

If you connect your TravelSmile account with your Facebook you’ll automatically increase the credibility of your TravelSmile account. It enables us to confirm your identity whilst helping you fill out part of your profile information faster (education, employment & other networks). It extremely easy to change or delete any of the information provided by your Facebook profile.

You can connect or disconnect your TravelSmile account from Facebook at any time if decide to you change your mind.

I logged in through Facebook and cannot remember my password. What do I do?

If you created a TravelSmile account by connecting to Facebook, you were not required to create a separate password, you just use the same as you would for Facebook.

What is about my Travelsmile account using my Google+ account?

Please find all similar answers as that relating to your Facebook account above

How do I change the email address I use for TravelSmile?

You can change the email address you use on TravelSmile by going to your Account.

How do I reset my password?

You can change your password by going to your account dashboard.

How do I cancel my account?

If you want to leave us and cancel your account you can do so by sending an email to contact@travelsmile.co. However, we recommend you to get in contact with us before cancelling your account, we’re sure we can help you!

Who can see my public profile?

The locals with whom you have made contact with or made a reservation with will be able to access your profile to find out more about you prior to accepting a booking.

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BOOKING A TOUR

How can I find a tour?

It’s very easy. All the available tours from location where you are accessing travelsmile.co website (default location) are appeared in your home page. You can choose a preferred kind of tour among 4 current types: Travel X, Travel LUX, Travel G and Travel PASS, then look through and select one tour.

Travel X is private tour, number of participants is 1 – 2 people. Hotel is four (4) star and below. Economy class is applied for major transport means

Travel LUX private tour, number of participants is 1 – 2 people. Hotel is five (5) star and above. VIP class is applied for transport means.

Travel G is exclusive group tour, number of participants is indicated by local tour creators and listed clearly in each tour. In general, number of participants start from 3 people.

Is this the final price?

Yes, it is the final price, with all taxes included. Most of the tours display a price per person, which will be multiplied by the number of people you select during the checkout process. You will then be charges that amount.

How much time does a local have to respond to my reservation request?

Locals have 24 hours to accept or decline a reservation request. But normally, you will receive the response during 4 hours after your sending order  

How do I know if a local has accepted or reject my reservation request?         

Once the request has been formally accepted or rejected by the local, you will receive a message from him/her in the inbox of your TravelSmile account, and a notification from TravelSmile system via your email too.

What happens if my reservation request is denied or it expires?

Locals have 24 hours to formally accept or decline your reservation request. If the reservation is not accepted or declined within 24 hours, it automatically expires.

However, in normal cases, we always try to make sure that locals check their messages and always respond to their requests. Normally, locals respond to messages and requests within 4 hours.

Why can’t I call or email a local before booking?

To ensure the security and privacy of our users, communication between locals and travelers are strictly made within the website

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PAYMENT AND REFUND

When and How do I pay for my tour order?

After a host send you a message to accept your tour order, you will receive our Paypal invoice sent from Our Customer Service Team customerservice@travelsmile.co. Use our secure payment link to enter your credit/debit card details or Paypal account information when you get it

Note: we do not release a payout to the local until 24 hours after the tour completed. For you, this means that your money is safe and secure until the locals complete the tour

Which payment methods are accepted?

You can pay for your tour order with a credit card (All cards that are accepted through PayPal’s service ) or through your PayPal account.. Alternatively you can go to PayPal’s website to see the specific conditions of their service (note: you do not need to create an account to use Paypal to pay for your tour order).

If you have any problems, contact us contact@travelsmile.co

Can I pay in any currency?

Yes, via PayPal

What should I do if a local asks me for more money than I have already paid on via TravelSmile?

If a host asks you for more money than you paid via TravelSmile towards the tour, please email contact@travelsmile.co. We will contact the local directly.

How do I get a refund?

To obtain a refund you must contact us by writing a message to contact@travelsmile.co. Please note that refunds will ​​only be made according to our cancellation policy or stated directly by host in tour description.

Please send the following details:

  • Name of the booked tour
  • Name of the local
  • Date of the booked tour

How do I cancel my reservation?

Please message your host via our secure internal messaging system to discuss options before canceling a reservation. Your host and Our Customer Service team are able to alter the details of your booking. Allowing you to avoid the cancellation altogether if you prefer.

Should you need to cancel, you can do so by sending a message to your host via our secure internal messaging system with the following details:

  • Name of the booked tour
  • Name of the local
  • Date of the booked tour

The local will be notified of the cancellation.

If your cancellation is eligible for a refund we will automatically do so via the same payment method with which you originally paid. Please note that this will only happen once you have carried out a formal cancellation via our system.

What happens in case my host cancelled my booking?

When a host officially cancels a booking via TravelSmile before it takes place, you will receive a message from him/her at your inbox in your TravelSmile account.

You will have two options:

1. We can transfer to other host listed in the same tour booked by you easily:

Please select other host, then send your previous order to him/her. He/she will confirm to you

2. We can refund you:
Since the cancellations by locals can create problems for your travel plans. Also, they affect the reliability of our site which we work very hard to maintain. For this reason, we penalize locals when they cancel.

The refund will be processed through the same payment method that you chose during your booking. You will receive a refund for the full amount of the reservation within 24 to 48 hours from the cancellation. Note that once your money is refunded, it may take a few days to clear in your account, depending on the day of the cancellation and your bank’s policies.

Do I need to pay taxes separately on my reservations?

No, all taxes are included in the price of your order.

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YOUR ACTIVITIES

What happens if the local doesn’t appear for the activity?

In case the host doesn’t appear at your arranged meeting point, we will reimburse the total amount of your booking and the local will not receive any payment.

The local will also be penalized for negligence via our bonus point system and will receive an official warning from TravelSmile. Please note that you must notify TravelSmile at contact@travelsmile.co if your local did not appear within 24 hours.

What happens if the local’s behavior is inappropriate?

At TravelSmile we verify each and every hosts on our platform. At each country/region, we have a local ambassador who is in charge to qualify and daily manage them. However, if you think a local has behaved inappropriately, you can contact us at any time on contact@travelsmile.co. We will then take appropriate measures as quickly as possible.

Will I have to pay more if the tour takes longer than what was listed on the TravelSmile?

We will not charge you any extra money if a tour takes longer than posted on the website. The duration time indicated for each activity is an estimate. Sometimes tours run both over and under time.

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REVIEW

How do reviews work?

All the reviews on TravelSmile are written by travelers from our community, so any review you see is based on a completed activity. Travelers can leave a review and rating of their local and the general experience.

These reviews will then appear on the local’s profiles. TravelSmile’s reviews work in a similar way as other websites: users who have placed a reservation through the site write reviews to inform other members of the community about their experience.

Reviews are one of the main means to promote trust and safety. It’s the best way to earn a good reputation at trip4real and to let the community know your opinion on a specific experience and on the local who guided it.

In addition to written reviews, the travelers who attend an activity can submit a star rating. The number of stars displayed on a listing page is an aggregate of the scores that different locals have given for that listing.

Our community relies on honest, transparent reviews. We will remove or alter a review if we find that it violates our review guidelines.

What do the stars mean?

The stars on an activity or on a personal profile are a way for members of the TravelSmile community to rate the locals and their activities quickly.

5 stars means that a local has been given full marks for an activity and 1 star is the lowest score. The stars are accompanied by a review of the activity.

Can I delete a review or leave a response?

You cannot change or remove reviews on your TravelSmile profile left about you by other TravelSmile community members. They are written by real TravelSmile users that have placed bookings and want to let the rest of the community know how it went. We believe in freedom of speech, transparency and clear communication. Reviews generate trust in the TravelSmile community as they show that a user has ordered a tour through the TravelSmile system.

We reserve the right to eliminate those reviews that do not follow these rules and regulations.

GENERAL QUESTIONS
BOOKING A TOUR
PAYMENT AND REFUND
YOUR ACTIVITIES
TRAVELSMILE IS IN LOCATIONS

TRAVELSMILE IS IN LOCATIONS

NETHERLANDS
Amsterdam

VIETNAM
Hanoi
Ha Long City

GENERAL QUESTIONS
BOOKING A TOUR
PAYMENT AND REFUND
YOUR ACTIVITIES
REVIEW