Complaint Resolution Policy

Saigon Adventure is committed to providing a high-quality experience for every traveler. We take all feedback and complaints seriously and aim to resolve them fairly, transparently, and promptly.

1. How to Submit a Complaint

You can reach us through any of the following channels:

• Email: booking@saigonadventure.com or ota.saigonadventure@gmail.com
• Phone / WhatsApp / Zalo: +84 975 642 264 (WhatsApp/Zalo also available at +84 977 123 244)
• Contact form on our Contact Us page
• In person at our office: 86/8A Mac Dinh Chi Street, Tan Dinh Ward, Ho Chi Minh City, Vietnam

Our support team is available every day from 7:00 AM to 9:00 PM (ICT).

2. Information to Include

To help us resolve your complaint quickly, please provide:

• Your booking reference number and tour date
• A clear description of the issue
• Photos or other supporting evidence, if applicable

3. Our Response Process

• Acknowledgment: we aim to acknowledge every complaint within 2 hours during business hours.
• Investigation: our team reviews the details of your booking and, where relevant, consults with the tour guide or partner involved.
• Resolution: we aim to provide a full response or resolution within 3–5 business days, depending on the complexity of the issue. This may include an apology, a partial or full refund (in line with our Cancellation & Refund Policy), a service credit, or corrective action.

4. Escalation

If you are not satisfied with the initial response, you may request that your case be escalated to our management team for further review.

5. Governing Law

Complaints that cannot be resolved amicably will be handled in accordance with the laws of Vietnam.