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Help – Frequently asked questions

Please note that we are currently closed for business while the site is being redeveloped. This FAQ is for reference purposes only – we are not taking any bookings during this time.

About the booking process

1. How do I book the tours on this site?

how to bookFirst, select the tour you wish to book. On that page, you need to choose the type of ticket you require (adult or child) and then the number of tickets required. There may also be other options to select, depending on the tour chosen. For example, some tours offer different timings, and some operators charge a supplement for pick up in certain areas. If there are costs associated with these options, they will be automatically added to the total due. When you have completed your selection, the price will display below. To book, click “Add to Cart”. You can then book other types of tickets for the same tour, in the same way; go and book other tours; or go to the checkout to pay.
Visual learners can click on the screenshot above to see how the process works.

2. How can I pay?

We offer two methods of online payment: by credit or debit card through PaysBuy or Paypal, or directly with your PayPal account. PayPal accepts most major currencies in addition to Thai Baht.
Due to the security risks, we are not able to accept offline credit card payments, e.g by fax or over the phone.
If you don’t have a credit card, the least expensive payment method is by PayPal money transfer, using your personal bank account (you will need to register with PayPal first; please allow 4 working days for this to be set up). We also accept international bank wires in Thai Baht only. Bear in mind, though, that these can be costly – check with your bank first.

3. Can I pay cash on arrival?

We understand that some people do not have credit cards, or that they may be wary of paying upfront online, due to previous bad experiences. However, we are not able to take cash payments on arrival for two reasons.
a. It is not possible to pay on the day of departure as no operator will reserve a place, food etc. without guarantee of payment; in addition, the guides / drivers are not allowed to handle cash.
b. It is not possible to pay in cash the day prior to the tour, as we do not have a physical shop where payments can be made, nor the resources to collect payment from individual hotels around the region.
If you do not have a credit or debit card, we advise you to set up a PayPal account and use their bank transfer service. If there is not enough time to set this up, you are also welcome to use someone else’s card to make the payment – the card used for payment does not have to be presented on the day.
If you are hesitant to pre-pay for trust reasons, we can only say that we have been in business in Krabi continuously since 1988, with an online store since 2004. If there were any issues with our service, we would either no longer be operating, or there would be complaints and warnings all over the web. Google us.

4. Can I get a discount?

Sure! If you are a family or group of 4 or more, we offer automatic discounts. Please see our Krabi deals page for the current offers. Our standard offers – x% off for x number of tickets – will be applied automatically to your shopping cart to all qualifying tours. Some other limited time offers may require a coupon code to be entered during checkout, so please make a note of this before you go to pay. We also offer regular flash deals via our Facebook page. To benefit from these, please “like” us and offers will be sent to your news feed every Monday.

5. Do I need to check availability before booking?

No. If there are any dates that we know are fully booked, or when the operator is not running the tour, we will write this on the tour page. In the unlikely event your chosen tour is not available for some other reason, we will contact you to offer another day; another tour; or an immediate refund. There is absolutely no risk in booking first and finding out later.

6. The calendar is showing the date as unavailable. Can I still book?

Usually, yes. We have deliberately set up the booking calendar to accept bookings 2 days in advance in order to give us time to issue vouchers and contact customers who may not have immediate access to email. However, if you know you will have more frequent access to your email, you can also book within 2 days of travel by typing the requested date directly into the box (don’t click on the calendar). We will guarantee to process bookings that are made up to 5pm the day prior to travel. After that we may still be able to process them, but if you do not hear from us by 8pm, it usually means we have not been able to do it. In this case, we will refund your payment when we reopen the following morning.
Please note we are not taking any bookings at all after April 30, 2017. We are planning a major redesign of the site and will close for a couple of months.

7. How far in advance do I need to book?

You can book any time you like, from a year in advance up to 5pm before day of travel (see 6. above for how to do last minute bookings). During peak periods, such as Christmas and New Year (Thai, Chinese or western), and all year round for groups, we suggest a minimum of 7 – 10 days in advance to ensure places are available.
Please note we are currently not taking any bookings at all after April 30, 2017. We are planning a major redesign of the site and will close for a couple of months.

8. What is the minimum number of people required to book?

For 90% of tours, the minimum booking required is one person – solo travellers are welcome. The main exceptions are cycling, trekking and fishing tours; and the cruise boat tour to Phi Phi. Please see individual tours pages for restrictions. In the event your chosen tour is not available for one person, we will contact you to offer another day; another tour; or an immediate refund.

9. Do you offer child discounts?

If a tour is available for children, a discount will usually be offered. As we work with different tour operators, child policies very from tour to tour. Some operators start charging children at age 3; others at age 4. Some charge adult rates from age 13, other from age 11. Please select the child ticket type on the individual tours pages to see the reduction available.
If you are travelling with infants who do not require a ticket, please mention them in your order notes, so that they can be catered for.

10. How can I book multiple tours?

Simply “Add to cart” the required ticket(s) from each tour page you wish to book. The total will be calculated in your “shopping cart”. When you are finished, proceed to the checkout to pay. Don’t forget, we offer discounts for multiple bookings!

11. Do you charge a booking fee or taxes?

No, there will be no charges whatsoever added to the total in your cart. What you see is what you pay.

12. What happens after I pay?

Following successful payment, you will receive two automated confirmation emails – one from the payment gateway (PaysBuy or PayPal) and one from us. If you have filled in all the fields correctly, we will then make the arrangements for you and send you your vouchers (PDF files) to the email address you provided at time of booking. The vouchers will also contain information about the tour booked, including a confirmation of pick up time and place.
If any information requested is missing, we will contact you so that we can process the booking.
The expected timeframe from booking to receiving your vouchers is maximum 12 hours, or overnight, depending on the time difference. Usually it is much faster than this.

13. What if I don’t have access to a printer?

We strongly recommend that you print your vouchers to present to the guides on the day of the tour. However, we understand that it may not be possible. In these cases, please have your voucher available to view on your phone, with the reference number clearly visible, as this is what they will check.

14. What if I need to contact someone when I am in Krabi?

Your voucher will contain direct phone numbers for both the tour operator and ourselves. While we are not able to provide pre-sales phone support, after-sales phone support is available for everyone.

About changing or cancelling a booking

Note: we recommend you also read our full terms and conditions of sale.

1. Can I change my booking once I have paid?

Absolutely. There is no charge for changing the date / hotel / number of people or any aspect of the booking at any time up to 24 hours before original time of departure, subject to availability. Please contact us by email clearly stating the changes required. Any differences in price between the original and amended booking will be adjusted with a refund or a request for a top-up fee, as necessary.

2. Can I cancel my booking once I have paid?

Again, yes. You can cancel your booking with no questions asked any time up to 24 hours before time of departure. Please contact us by email if you wish to cancel. We will process your refund within 24 hours of receiving your request, usually much sooner. Refunds for payments made via PayPal will be refunded in full. Payments made via PaysBuy will be refunded in full up to the value of 2000 THB, with a handling fee of 5% deducted beyond that amount (charged by PaysBuy, not us).

3. What if I cancel less than 24 hours before tour departure?

In these cases, the operator will charge you in full for late cancellation. No refund will be given.

4. What if I am not able to participate in the tour due to sickness or injury?

Accidents happen – it is not your fault. But neither is it the operator’s and, as they are not insured for loss of income, they will charge in full, as per the late cancellation policy. So that you do not lose out in cases like these, please ensure you have adequate travel insurance. With a medical note, this should cover any loss incurred from illness or injury.

5. What if it’s raining on the day of my tour?

The majority of tours are considered “all-weather” and will go out rain or shine. If you are coming in rainy season, we recommend you invest in a poncho / rain jacket to wear during rainy spells – these can easily be found in convenience stores around Krabi for less than 50 THB.
The exception to this is if the weather or sea conditions will compromise your safety. Under these circumstances, the operator has no choice but to cancel the scheduled tour. Often this will happen last minute – on the morning of your departure. In these cases, if you are unable to move to another day, you will receive a refund.

6. How and when do I get refunded?

Any refund due to you will be made via the same method you paid with and will be subject to the terms and conditions imposed by the payment provider. Refunds made via PayPal will receive the full amount due. Payments made via PaysBuy will be refunded in full up to the value of 2000 THB, with a handling fee of 5% deducted beyond that amount (charged by PaysBuynot us).
We aim to process all refunds within 24 hours, usually much less. Once authorised, the process can take anywhere between 10 to 45 days to appear on your credit card statement (depending on your billing cycle).

About the tours and activities

1. Are the timings listed accurate?

The timings listed are provided as a guide only. The stated departure time is when the boat or van should leave on your trip (after all the guests have been picked up and registered). Note that actual pick up time from your hotel is up to an hour before this; we have listed the approximate times by area so please check this to ensure you will be available by then.
The stated finish time is also a guideline for when you can expect to be back at your Ao Nang hotel. Timing will vary by half an hour or so depending on the day (how many people are booked) and where you are staying. If you have a flight to catch after a tour, please allow at least 2 hours between stated finish time and the time check in opens to be safe.

2. Will you pick up from my hotel?

– All tours will pick up from hotels / villas / apartments in the Ao Nang area, which includes any place with addresses in Moo 1-5 Tambon Ao Nang; as well as from any hotel in Ao Nam Mao or Krabi Town (or on the way from Ao Nang to Krabi Town).
– Most tours will also pick up from hotels in Klong Muang and Tubkaek Beaches; some charge a supplement for this service.
– A few boat tours will pick up from Railay and Ao Pai Plong (Centara Grand). There is no supplement charged for this, but please see the individual tour pages to check if this service is available. To join all other tours, guests staying on these beaches will need to travel to the mainland – either Ao Nam Mao, Ao Nang or Nopparat Thara – to meet the group (we will advise the most convenient place and provide directions when you book). Pick up will be directly from your arrival point at the pier.
– No tours will pick up from Ao Thalane, Koh Klang, Neua Klong, Krabi Yai, Khao Phanom or Had Yao (Long Beach); nor from Phi Phi, Koh Jum or Koh Lanta. If you are staying in one of these areas and wish to join a tour, we can provide a suitable meeting point for you – transport to and from this meeting point is your own responsibility.
– Each tour page has a list of places they will pick up from and the times; if in doubt, please check here before booking.

3. What if I’m not staying in your pick up area?

If you are not staying in a listed pick up area, you can still join the tour. We will provide a convenient meeting point, usually in Ao Nang or Krabi Town, and directions following booking. Please mention where you are staying and how you will be travelling in your order notes at checkout so that we can organise this for you.

4. Can I get dropped off somewhere different?

You can be dropped off anywhere within the listed pick up areas for the tour so, for example you can be picked up at your hotel in Klong Muang and dropped off in Ao Nang (e.g. if you want to go out for dinner). Do note that following some tours you may be wet / sandy when you finish. Different drop offs can be discussed directly with your guide on the day of the tour and do not need to be pre-arranged.

5. Do you pick up or drop off at the airport?

None of the tours will pick up or drop off at the airport; in addition, it is not possible to take luggage with you on any tour, as there is nowhere to store it. If you wish to do an inland tour with airport pick up or drop off, please see our private charter page.

6. Do the tours operate on public holidays?

All tours go out every day with the exception of 13th and sometimes 14th April, which is Thai New Year. No boat tours (island hopping) will operate on Hari Raya / Eid days (twice a year, no fixed dates). Smaller operators will occasionally close and take short holidays; this will be posted as and when we are notified on the individual tour pages.

7. Are these tours suitable for children / seniors?

Most tours are suitable for children and reasonably fit seniors. Notable exceptions include speedboat travel (for infants under 18 months or anyone with back problems) and ATV, rafting, cycling and adventure parks, which usually impose an age and / or height restriction. Please see the individual tours pages for further information.

8. Do I need to be fit or have prior experience to do these tours?

The vast majority of tours can be done by the general public (adults); no special fitness or skills are required. The exceptions to this rule are 2 – 3 day climbing courses; long distance cycling; horse riding and scuba diving. Kayaking in open water (Koh Hong) can sometimes require a lot of exertion, dependent on the currents. Pregnant women, and anyone with back or heart problems should not book speedboat or adventure type activities. These, and any other restrictions or cautions, will be noted on the individual tour pages under the “Good to Know” tab: please read these carefully before making your booking.

9. What’s included in the tour price?

A full list of inclusions for each tour can be seen by clicking on the “Good to Know” tab on any page.

10. Where can I find an hour by hour itinerary for a tour?

We prefer not to provide a timetable for the tour programs. This is mainly because most do not have the exact same schedule every day. This can be for various reasons: tide times; number of people booked on your or other programs the operator runs; available transport; pick up areas. We mention instead the places you will visit – these are fixed, it is only the order that can vary.

11. I need more information about a tour before I book.

Almost all tours have links to further reading at the bottom of the tour overview. This will give you a better idea of what to expect at the site(s), as well as some useful background information. We are also working on providing detailed trip reports for each excursion and will update with links when available.

12. Which operator(s) do you use?

We choose not to share this information prior to booking. We have spent a lot of time and effort selecting, vetting and building relationships with our various providers. This is the core of our business and we will not make it public. Rest assured, however, that none of them are the names that crop up on Trip Advisor from time to time, attached to the word “avoid”! Most of the operators we use do not even have a website or any kind of online presence, so you would not be able to “check them out” anyway. You will just have to trust us on this one :)

13. Can you cater for Muslim / vegetarian diets?

We only work with operators who provide Halal food as standard – there is no need to special request. Vegetarian / vegan diets can also be accommodated on request. All food provided will be non-spicy – mildly spicy Thai food. Please mention any requirements in your order notes at checkout.

14. What languages are available?

All guides will speak Thai and basic English. Diving and snorkeling cruises have foreign guides so other European languages may be available on these trips.

15. Are these private tours or group tours?

All tours booked are join-in / group organised tours, with other people in your group. You can check the expected group size by clicking on the “Good to Know” tab on every page. Some tours may be able to be organised on a private basis if you are travelling in a large group, usually 12+. If you are less than 12 and private tours are required, please see our private van charter and private speedboat charter pages.

16. Can I customize the itinerary, or change the timing?

No, this is not possible, as the tours have other participants who have booked expecting the published timing and itinerary.
If customised tours are required, please see our private van charter and private speedboat charter pages.

About ferry tickets

1. Is the time listed the departure time or the pick up time?

It is the departure time from the pier. If hotel pick up is available, it will usually be 30 mins – 1 hour before the stated departure time.

2. Will you pick up from my hotel?

If you are staying in Ao Nang, Krabi Town and in some cases Klong Muang and Tubkaek, hotel pick up will be provided.
If you are staying in Phuket Town, Patong, Kata and Karon, hotel pick up will be provided for the ferry service only. Pick up is also available at a charge from other areas of Phuket. The speed boat company does not offer a pick-up service. Please see the individual ferry pages for more information.
No hotel pick up is provided in Railay, Phi Phi, Koh Yao, Koh Jum or Koh Lanta.

3. How do I book a round trip?

With the exception of the one day round trip to Phi Phi, outbound and inbound legs need to be booked separately. There is no discount for round trip / return tickets.

About our services – what we can and can’t do

1. Can you help to plan a multi-destination Thailand package?

Our agency specialises in ground services in the Krabi area only. We do not offer arrangements in any other areas, e.g. Lanta, Phuket, Chiang Mai, Bangkok. As we don’t know any agents personally in those areas, we are also reluctant to provide recommendations for companies providing similar services elsewhere.

2. Can you help me find flights to Krabi?

We do not offer flight booking; only ground services. All scheduled and LCC (budget) airlines that fly to Krabi offer direct booking on their websites, and we encourage you to book with them – links to all airlines flying to Krabi can be found on our Getting to Krabi page.

3. I want to book a hotel not listed on your site.

We offer a reservation service for a limited selection of hotels in the Krabi area. These tend to be well-established, locally owned hotels, with whom we have good relations. However, it is not possible for us to offer booking for all hotels in Krabi. There are a couple of reasons for this: larger chain hotels, e.g. Centara, Mercure, Holiday Inn, or those that practice room allotment, do not work with small local agents; while new smaller properties tend to focus on getting a place on the giant booking websites, also bypassing us. We are working to resolve this situation; for now, we apologise for the inconvenience caused if the hotel you like cannot be booked with us.

4. I’m coming to Krabi for 3 nights. What’s the package you can offer me?

In general, we prefer to tailor make packages according to people’s needs and interests.
If you have done some research and know what you want, you can create your own accommodation + tour package by sending us an enquiry, listing the tour(s) you would be interested in doing during your stay – you can choose any available on our website. We will then send you a quote for both accommodation, tours, and airport transfers (if required).
For those who want everything planned for them, we do offer a couple of set packages. See the Krabi Packages page for current promotions. These are fixed deals and cannot be customised.

5. Greetings! We are a travel agent and wish to have your FIT / GIT package rates for Krabi.

Thank you for your interest, but unfortunately we do not work with other agents, or subcontract any of our services. We only work directly with travellers, so that we can control how the tours and accommodation are being advertised and sold.

6. Hi! I run a super popular travel blog and I want some free stuff in exchange for a write-up.

Thank you for your interest, but as we are a travel agent (selling products for other people), not a tour operator, we are sadly not in a position to offer you any free tours. You will need to contact the tour operators or hotels you are interested in directly to arrange this.

7. What’s the weather going to be like on {insert date here}?

We may be local experts but sadly are not invested with divine powers. It is simply not possible for us to predict the weather for you, especially during the monsoon season. And the weather right now does not have any bearing on the weather next week, or even tomorrow! You can see general guidelines on the climate and tips on our When to visit Krabi page.
Some forecast services we use and know to be accurate are Wunderground and YR.no. During the monsoon months, only the forecast for the next 2 – 3 days is reliable – long term weather is very difficult to predict. For YR.no, anything under 3mm of rain in any period is nothing to worry about – a few isolated showers. Anything over 6 – 7mm means a heavy downpour, usually widespread.