Contact us
One working day for a first reply, faster on WhatsApp. Two offices, a 24-hour number for people who are already on the trail, and what to put in your first message.
How fast we answer
These are commitments with numbers in them, not aspirations. If we miss one, say so and we will tell you why.
| You | Us | Time |
|---|---|---|
| Send the enquiry form or an email | A real reply from a person, not an autoresponder | Within 1 working day |
| Ask for a written itinerary and price | Itinerary with named villages, daily distance and ascent | Within 2 working days |
| Ask for a change to a draft itinerary | Rewritten and resent | Usually the same day |
| Message on WhatsApp during office hours | A reply | Usually within 2 hours |
| Call the 24-hour line while you are on a trek | A person in Hanoi | Immediately |
| Send a complaint after a trip | A written response from the person who ran it | Within 3 working days |
Vietnam is GMT+7. Our office day is 08:30 to 18:00 Monday to Saturday, which is early morning in Europe and the previous evening in North America. If you write on a Friday afternoon your time, expect the answer on Monday.
Phone and email
- Trip planning
- demo_phone_sales
- 24/7 while you are on the trail
- demo_phone_emergency
- Trip enquiries
- demo_email_sales
- Bookings and payment
- demo_email_booking
The first number is the one to use for planning. The second is for people who are already on a trek or arriving within twenty-four hours, and it is answered at any hour. Please do not use it to ask about prices; it wakes somebody up.
Our offices
demo_street, demo_district, Hanoi, Vietnam
08:30 - 18:00, Mon - Sat (GMT+7)
demo_street_2, Sa Pa, Lao Cai, Vietnam
08:00 - 17:30, daily in season
You are welcome at either office and neither is a sales floor. If you are in Hanoi before a trek, dropping in to meet your guide and check your kit is the single most useful hour you can spend, and it costs nothing.
What to put in your first message
Four things, and the fourth is the one people leave out.
- The route or the region, or simply the fact that you have not decided.
- Your month, or the window your flights allow. Exact dates are better but a window is enough to start.
- How many walkers, and their ages if anyone is under sixteen or over sixty-five.
- The honest walking fitness of the slowest person in your party. Not the fittest. The number that matters is the biggest hill day they have done in the last year, in hours and in metres of ascent. Everything else in the itinerary follows from it.
If you would rather use the form, it is at the bottom of every page on this site and it asks exactly these things. The booking page covers what happens after you send it.
Other ways to reach us
- WhatsApp. The planning number takes WhatsApp and it is the fastest route during Vietnamese office hours.
- Complaints. Write to the bookings address and put the word complaint in the subject line. It goes to the person who ran your trek and to whoever wrote the itinerary, and you get a written response inside three working days.
- Press and partnerships. Same enquiries address, and we will say yes to very little; we are a small operator with four routes.
- Privacy and data. Everything we hold, how long we hold it and how to have it deleted is in the privacy policy, and there is a dedicated address on it.
Questions travellers ask most
What is the fastest way to get a price?
Send the form with route, month, party size and fitness. That is enough for a real quote and you will have it within two working days. A message that says only “how much is Ha Giang” gets a reply asking for those four things, which costs both of us a day.
Can I call rather than email?
Yes, on the planning number during office hours, and we will follow the call with everything in writing because a spoken itinerary is not something either of us can check later.
Do you have an office I can walk into?
Two, and both are working offices rather than shopfronts. The Hanoi one is where briefings happen the evening before a northern departure. Please message before you come so that somebody who knows your trip is actually there.
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Tell us about the trek you have in mind
Dates, party size and the places you care about are enough to start. You get a draft route and an indicative price, not a brochure.