Frequently Asked Questions

Most Mellow tours are designed as private tours for you and your travel companions.

If a tour uses a shared service or group activity, this will be clearly stated in the tour information.

Yes. Customization is one of Mellow's core services.

Depending on availability, you can adjust destinations, travel dates, accommodation preferences, activities and travel pace.

Click Plan My Trip and tell us about your travel dates, group size, interests and preferences.

Our travel experts will review your request and prepare a personalized itinerary.

Yes. Many of our private tours can be modified.

Please contact our travel experts or submit your preferences through the trip planning form. We will review the route and recommend the most practical itinerary.

International and domestic flights are not included unless specifically stated in the tour's What's Included section.

Please check the individual tour details before booking.

Inclusions vary by tour and may include private transportation, accommodation, guides, entrance fees, activities and selected meals.

The exact inclusions are clearly listed on each tour page and in your confirmed itinerary.

Yes. Solo travelers are welcome.

Some tours may have a different price for solo travelers because transportation, guide and accommodation costs are not shared with other guests.

Yes. We can design family-friendly itineraries with suitable travel times, activities and accommodation.

Please tell us the children's ages when booking so we can recommend appropriate arrangements.

Yes. We can help arrange honeymoon trips, anniversaries, birthdays and other special occasions.

Please mention the occasion in your booking request or under Special Requests.

Minor itinerary adjustments may sometimes be necessary because of weather, transportation conditions, attraction closures or other operational factors.

Where possible, we will provide a suitable alternative and keep you informed.

This depends on the itinerary and your travel style.

Because many Mellow tours are private, we can design a more relaxed schedule or include additional free time where practical.

Yes. Once your booking is confirmed, you will receive your booking confirmation and detailed travel information.

Your final itinerary may also be available in your Mellow account or sent to you by email.

Depending on the itinerary and group size, we may arrange private cars, SUVs, minivans, larger passenger vehicles and other suitable transportation services.

Yes. Private airport pickup and drop-off services may be included in your tour or added as an extra service.

Please provide your flight details so we can arrange the transfer.

Your pickup instructions will be provided before arrival.

Depending on the service, your driver or representative may meet you at the designated arrival area with your name or Mellow booking information.

Please inform us as soon as possible if your flight schedule changes.

Where flight information has been provided in advance, our team will make reasonable efforts to adjust your pickup arrangements.

Yes. Vehicles arranged for our standard private tours are air-conditioned and selected according to the itinerary and group size.

Vehicle options may be available depending on the destination, group size and local availability.

If you require a specific vehicle category, please contact us before booking or include the request in your trip plan.

English ability varies among drivers.

Where an English-speaking guide is included, the guide will assist with communication and tour information. If you specifically require an English-speaking driver, please ask us in advance.

Child seats may be available on request and are subject to local availability and vehicle compatibility.

Please tell us the child's age and relevant requirements before your trip.

Yes. We can arrange suitable transportation for families, private groups and business delegations.

Please provide your group size and luggage requirements when requesting a quotation.

Yes. Mellow also provides transportation arrangements as a separate travel service, subject to availability.

You can contact our team with your route, travel date, number of passengers and luggage requirements.

Mellow arranges travel experiences across selected destinations in Vietnam, including Central, Northern and Southern Vietnam.

Please visit our Destinations page to explore currently available locations and itinerary ideas.

Vietnam can be visited throughout the year, but weather conditions vary significantly by region.

The best travel period depends on the destinations you plan to visit. Our travel experts can help recommend suitable dates for your itinerary.

Consider your travel interests, available time, preferred activities and travel pace.

You can explore our destination guides or use Plan My Trip to receive personalized recommendations.

Yes. Multi-destination itineraries are one of our main services.

We can design an efficient route that reduces unnecessary travel time while allowing you to experience different regions.

This depends on your travel duration and interests.

Popular choices may include Hanoi, Ha Long Bay, Central Vietnam, Hoi An and selected destinations in Southern Vietnam. Our team can recommend a route based on your available time.

Many Vietnamese destinations are suitable for families.

Da Nang, Hoi An and other destinations with comfortable transportation, beaches and family-friendly activities can be good options. The ideal route depends on the children's ages and your family's preferences.

Yes. As a local travel company, we aim to combine well-known destinations with authentic local experiences and lesser-known places where appropriate.

Tell us what kind of experience you are looking for, and we will suggest suitable options.

Visit the Destinations section of our website.

Each destination page may include an overview, best time to visit, things to do, travel tips and tours that include the destination.

Vietnam is a popular destination for international visitors.

As with any destination, travelers should take normal precautions, follow local regulations and keep personal belongings secure.

We strongly recommend purchasing comprehensive travel insurance before your trip.

Your policy should ideally cover medical expenses, trip cancellation or interruption, baggage issues and other relevant travel risks.

Travel insurance is not included unless specifically stated in your confirmed tour inclusions.

Please check your booking details carefully.

Where available, Mellow may provide information about travel insurance options or third-party providers.

Insurance products are subject to the insurer's own terms, conditions and coverage.

Contact the appropriate local emergency service when immediate emergency assistance is required.

You should also contact Mellow using the support details provided in your booking confirmation so our team can assist with travel-related arrangements where possible.

Please inform your guide or Mellow support team as soon as possible.

We can assist with practical arrangements, such as locating an appropriate medical facility or adjusting travel arrangements where possible. Medical treatment and related expenses remain subject to your personal arrangements and insurance coverage.

Safety is a priority.

If weather conditions make an activity or route unsuitable, Mellow may adjust the itinerary or recommend an alternative experience. We will inform you of significant changes as soon as reasonably possible.

Not necessarily.

Some activities may involve physical exertion or specific participation requirements. Please review the activity information and inform us of any relevant mobility or assistance requirements before booking.

We aim to work with suitable hotels, transportation providers, guides and activity operators based on operational requirements, service standards and the needs of each itinerary.

Yes. Please tell us about relevant dietary requirements, mobility needs or special assistance requests before your trip.

Early notice gives us more time to assess available arrangements.

You can contact us by email, WhatsApp or through the contact form on our website.

Our current contact details are available on the Contact Us page and in your booking confirmation.

Yes. Travelers with active Mellow bookings can contact our support team for assistance with travel arrangements before and during their trip.

Support availability and emergency contact details will be provided with your booking information.

Mellow can provide customer communication in English and Russian.

Other support language availability depends on the destination, tour and booking date. Please confirm your preferred language when booking.

If you have a Mellow account, you may be able to save selected tours and access them later through your account.

Tour prices and availability may change before a booking is confirmed.

Log in to your Mellow account and go to My Bookings.

You can view available booking information, trip details and relevant travel documents associated with your account.

Please check your spam or junk folder first.

If you still cannot find the email, contact Mellow and provide the email address used for the booking. Our team can help verify your booking status.

Where available, confirmed travelers can download booking documents from the confirmation page or their Mellow account.

Documents may also be sent to the lead traveler's email address.

Please contact us as soon as possible.

Adding another traveler is subject to tour capacity, transportation, accommodation and service availability. Additional charges may apply.

We may provide general travel or visa-related information and, where offered, visa-support services.

Visa requirements and entry decisions are determined by the relevant government authorities. Travelers remain responsible for meeting applicable entry requirements.

No. You can book a tour as a guest. However, creating a Mellow account makes it easier to manage your bookings, view trip details, save tours and access travel documents in one place.