Policy


SERVICE POLICY

1. Booking & Payment Policy

1.1. Hotel Booking Consultation

  • Customers must provide complete details, including check-in/check-out dates, number of guests, and any special requests.
  • A minimum 50% deposit of the total booking amount is required, with the remaining balance paid before check-in.
  • If the hotel requires a security deposit, customers will be informed in advance.

1.2. Restaurant Reservation Consultation

  • Reservations must be made at least 48 hours in advance to ensure availability.
  • Some restaurants require a deposit, which will be communicated before confirmation.

1.3. Tourist Attraction Consultation

  • We help customers plan their itinerary based on their preferences, budget, and duration of stay.
  • Some attractions require ticket purchases in advance, which must be paid upfront to secure bookings.

1.4. Payment Methods

  • We accept bank transfers, credit cards, and e-wallets (Alipay, WeChat Pay, PayPal).
  • A booking confirmation will be sent once the payment is completed.

2. Cancellation & Refund Policy

2.1. Hotel Booking Cancellation

  • Cancellation at least 7 days before check-in: 100% refund (excluding transaction fees).
  • Cancellation at least 3 days before check-in: 50% refund.
  • Cancellation within 48 hours of check-in: No refund.

2.2. Restaurant Reservation Cancellation

  • Cancellation at least 24 hours in advance: 100% refund if the restaurant allows.
  • Cancellation within 24 hours: No refund.

2.3. Tour & Attraction Booking Cancellation

  • Cancellation at least 72 hours in advance: 100% refund (excluding service fees).
  • Cancellation within 72 hours: No refund.
  • In case of force majeure (e.g., natural disasters, pandemics, or canceled flights), FIRE PHOENIX TRAVEL LIMITED will assist customers in coordinating with partners for the most suitable refund options.

3. Itinerary Modification Policy

  • Customers can change their itinerary (hotel, restaurant, or attraction booking) at least 3 days before the service date.
  • Modifications depend on availability. If additional fees apply, customers will be notified beforehand.

4. Privacy Policy

  • All customer information (name, phone number, email, booking details) is kept strictly confidential and used solely for service purposes.
  • FIRE PHOENIX TRAVEL LIMITED will not share customer information with third parties without prior consent.

5. Customer Support Policy

  • 24/7 hotline support for urgent issues related to hotel, restaurant, or itinerary modifications.
  • Email and live chat support available during business hours (09:00 - 18:00, Monday - Sunday).
  • Customers can provide feedback through our rating system or directly contact our customer support team.