FAQ

Frequently Asked Questions?

Traveller FAQ

Booking an experience

Traveller FAQ

How does Tripmakers Online work?

We reach out to small-to-medium sized travel businesses in Asia, verify them and curate their products to feature
them on our platforms. Our online platforms enable travellers discover and book quality experiences in Asia.

Who are your providers?

Our activities and tours providers are quality tour agencies and operators. We work with businesses, professionals,
enthusiasts and entrepreneurs.

How do you ensure quality?

We quality control every offer on our site, manually. This means testing the activities personally, asking for
licenses and ensuring that negative reviews are acted on.

Are you a fully accredited travel agency?

You bet! We are recognized by the Malaysia Tourism Board. Our Travel Agency number is TA02367.

Are providers safe and trustworthy?

We do our best to curate listings submitted by providers. Before an experience is listed, we will conduct an initial
phone or video interview and in some cases, meet the provider in person. You can also refer to the reviews, references
and social checks to make sure you are comfortable.

However, due to the unpredictable nature of things, Tripmakers Online does not assume liability for anything that happens at
an experience. Travelers and providers enter into an agreement with each other and this should be done at your own
discretion.

Does Tripmakers Online provide liability waiver for travelers?

By booking an experiencing with Tripmakers Online, you bear any risks like a regular traveller. Travelers and providers
enter into an agreement with each other and this should be done at your own discretion.

Booking an experience

How do I book an experience?

Just click on book it when viewing the offer. You will be asked to provide some contact information.
This is so that the supplier is able to contact you when you have booked. Your credit card will only be
charged once the booking is confirmed.

Do I need to bring the booking voucher along?

Yes. Please print out and bring the booking voucher with you. If not able to print, immediately contact Tripmakers Online.

How can I contact the host of my tour or activity?

Once the host accepts your booking, a booking confirmation voucher is sent to you containing contact details.
The supplier has your details as well in case he or she needs to contact you.

Why do I need to make a booking request?

Making booking requests is a way for you to have certainty that a host is able to host you. It also gives you the
flexibility to request for multiple experiences you are interested in.

What happens after I have made a booking request?

Your host will either confirm or decline your request within 48 hours. Once the host has accepted your booking,
you will receive an email with details of your host. And you’re all set for a great experience!

What happens with my payment once my booking is submitted?

Your credit card or Paypal account will hold the payment until your booking is confirmed by the host.
You will not be charged until the booking is confirmed. Once your booking is confirmed the amount will be
deducted from your account.

What happens with my payment if the booking is rejected?

Your credit card or Paypal account will release the funds it had on hold. You will not be charged for the booking
and you will receive an email and SMS notification.

Can I make multiple booking enquiries?

You will be charged for every accepted booking. Therefore only do this if you are willing to see every booking
enquiry through.

How do I cancel a booking?

You can cancel a confirmed booking by contacting Tripmakers Online immediately. We will perform any refunds in accordance with
the cancellation policy.

How do I search for specific types of experiences?

On our Home page, select the city you are visiting and you will see a list of experiences in that destination.
You can filter them by Categories on the listing page to further narrow down your search. You can sort by Price,
Reviews, Relevance.

As we are expanding and finding more experiences to cater to your needs, if there’s something you would like to do
in a certain location, please send us a suggestion to info@tripmakersonline.com and we will do our best to find
it for you.

How do I know if the experience is available for the dates and times I’m looking for?

On each experience page, you will find a calendar where you can check the availability of the activity.

What is your “Lowest Price Guarantee”?

If you find a lower price for the same tour or activity offered by the same provider (priced in the same currency)
within 48 hours of receiving a booking confirmation, we will match the price and credit the difference to you for
future purchases in the form of a credit voucher.

I’m travelling alone but the experience requires a minimum number of people. Can I still book it?

You are still welcome to book the experience if you are happy with the price required for the minimum number of people.
However, please bare in mind that sometimes the minimum people required might be set due to the nature of the activity
and hence there will be a chance that the activity provider won’t be able to fulfill the activity with only one person.
You may also email bookings.t@tripmakersonline.com to verify your request, note that there might be an extra payment but not
greater than the price displayed for the minimum number of people.

I wish to book a private tour for my group. How can I do that?

Please send us an email to info@tripmakersonline.com and we will be able to customise a tour for your group.

I’m travelling in a group but the experience I want to book has a limit to number of guests and cannot
accommodate my group. What can I do?

Please request for a customized trip by sending an email to info@tripmakersonline.com and let us know the details of
your trip and the experience you would like to customize. We will do our best to accommodate your group.

Why can’t I find experiences in the destinations I’m going to?

Tripmakers Online is working city by city to get you the best experiences in each destination. If there is a place you are
interested in finding an experience, please let us know at info@tripmakersonline.com and we will do our best to find
you something.

I contacted my provider after booking confirmation, but there was no response. What should I do?

Please give a few days for the experience provider to reply as they might be busy working with other customers. Do give them a call if necessary as internet connection may not be as good in certain locations.
If you are still unable to get a response, write a message to info@tripmakersonline.com
and we will try to help you!

The host I booked with is unable to show up and he got someone else to do the experience instead. What should I do?

In unexpected circumstances such as illness or emergencies, it is possible that the provider you’ve booked may not be
able to show up. Tripmakers Online asks that every provider makes arrangements for such circumstances in order not to disappoint
our customers.

What happens if the provider is a no-show?

We recommend that you try to call the provider using the contact number you have been provided in your booking
confirmation. If you are unable to reach the provider, please contact us immediately at our emergency phone
number +6012-2238194  so we can assist you.

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