Frequently Asked Questions (FAQs)
Making a New Booking
How can I book a package / activity?
You can choose your activity by clicking the ‘Tours’, ‘Tickets’ or our unique ‘Community Tourism’ button, select your preferred package, choose the date, quantity, and local tour operator. Proceed by clicking ‘Book Now’ and you will be directed to the payment page.
Do I need to sign up with SarawakTravel before making a purchase?
You can make a purchase without signing up, but we highly recommend for you to sign up with SarawakTravel so it is easier to book and check your booking.
What will I receive after completed my booking?
You will receive an email consist of Order Summary, the list of activities that you had booked, as well as your e-voucher coupon. You can use the e-voucher to log into SarawakTravel.com to see your activity details.
How do I know if my booking is confirmed?
You will get a confirmation email after completing the payment. You may also login to our website to view your confirmation status.
What should I do if I haven’t received any confirmation email after booking an activity?
Please check your Spam Mail folder in case the confirmation email was mistakenly sent there. If you haven’t received the email, proceed to our hotline +6 012 8042009 (Malaysia) and +65 6841 3009 (Singapore) or email us at [email protected]
Payments and Refunds
Can I see how much my booking cost?
You will see the total price on the payment page after you have done selecting your activities.
Can I pay by cash?
No, we highly recommend paying via the website to skip the fuss and have a secure payment.
How is the payment process?
You can pay through our website using credit/debit card, or with either Wechat Pay or Alipay.
Which currency does SarawakTravel accept?
For now, SarawakTravel only accepts Ringgit Malaysia, but we will expand more currency options in the future.
Did you charge me twice since I receive two receipts for one booking?
Normally we will only send out one receipt. If you get multiple receipts, the error might be from the payment platform. You can check your bank account balance a few days after you booked your trip. Contact your bank to release the funds if the authorization is still there.
I have a problem with the payment process. What should I do?
If you’re having a problem to pay, you can; a) Try refreshing the payment page, or try again later. b) Try a different card for payment. The card that you’re using might be a rejected card. c) For payment via WeChat Pay/Alipay – unfortunately, the actions for both of these payment methods are out of our control, we advise you to sign up to these platforms before proceeding with payment. If you are still experiencing any problem, please contact us at +6 012 8042009 (Malaysia) / +65 6841 3009 (Singapore) or email us at [email protected]
How secure is SarawakTravel payment process?
We are using third party secure payment gateways to process your payment and to protect your personal information. The https:// at the beginning of the address in your browser when you book with us indicates the website is in a secure session.
How can I get a refund?
Refunds will be based on our cancellation policies. No refunds will be made for cancellations after the tour has commenced or for any unutilised tour services such as transfer, meals & accommodation, sightseeing, or other services. If a refund is required, it will be credited back to you using the same method as when you made payment. Do take note that refunds will be processed within 14 - 28 working days.
I haven't received my refund. What should I do?
Refunds normally take 14 - 28 working days to be processed. If you have not received your refund within this time period, do send us an email at [email protected]
Do I get my refund through bank or by cash?
Refunds will be credited to you using the same method as when you made payment.
How long do I have to wait for my voucher after completing my payment?
Different activity requires different confirmation time. Generally, the confirmation will either be instantly or within 24-hour time.
How do I check my booking status?
After your payment is confirmed, you will receive an email of Order Summary and your e-voucher coupon. You can use the e-voucher to log into SarawakTravel.com to see your activity details.