Frequently asked
questions.

Choose your trip, hotel, tour or transfer on our website, enter the travellers’ details and pay. You receive your booking reference and confirmation straight away. You can also book through our team.

When you book. Payment is taken in the same step as the booking, by card or by bank transfer, and your receipt comes with your booking reference.

Yes. Card details are never entered on our website; card payments are handled by a licensed payment provider. We will never ask for card details by email or phone, and we never change our bank details by email.

Credit and debit cards through our secure payment provider, and bank transfer.

All prices are shown and charged in US dollars (USD).

No. The price you are shown is the price you pay. Any third-party charge, such as a consular visa fee, is listed separately before you book.

No. You can book without creating an account. Your booking reference and email address give you access to your booking at any time.

Flight prices are checked with the airline again before payment. If the fare has changed, you are shown the new price and nothing is charged unless you accept it.

After payment we issue your ticket and email you the airline booking reference and e-ticket number, usually within a few hours.

Baggage allowance depends on the airline and the fare type. It is shown for every fare before you choose, so you can compare options.

Flights booked with us are non-refundable and cannot be changed once the ticket is issued. If the airline itself cancels or significantly changes your flight, contact us with your booking reference and we will help you with the options the airline offers.

Exactly as they appear in each passport. Airlines check the ticket against the passport, and a mismatch can prevent boarding.

Each hotel shows its meal plan, such as room only, bed and breakfast or all inclusive. Any upgrade, such as half board, is shown with its price before you book.

These are set by each hotel. If you need an early arrival or a late departure, let us know and we will request it from the hotel.

Yes. Add them to your booking and we pass them on to the hotel. Requests such as room location or bed type are subject to availability.

Cancellation conditions vary by tour and are shown on each tour page before you book.

Transfers are priced per vehicle, not per person, based on the distance of your route.

Give us your flight number when booking an airport transfer. Your driver follows the flight and adjusts the pick-up time to your actual arrival.

Most visitors need a tourist visa to enter Cuba. We can arrange it for you together with your booking.

Travel medical insurance is mandatory for Cuba and may be checked on arrival. For every destination we strongly recommend travelling with suitable insurance.

We recommend at least six months of validity beyond your travel dates. Some countries and airlines require it.

Each traveller is responsible for holding a valid passport, visa and insurance. Entry requirements are set by the destination country, and we are happy to advise.

Contact us with your booking reference. We will confirm the supplier’s conditions and any costs before making a change.

Refunds follow the conditions of the booked service. In the rare case a service cannot be provided as booked, we offer the nearest alternative or a full refund.

If an airline, hotel or supplier changes your arrangements, we contact you and help arrange the best available alternative.

By email at info@heyotravel.com or by phone at +1 (929) 614-9758. Please include your booking reference if you have one.

Yes. Our team stays available throughout your trip for any help you need.

Your booking is made with MYDN GROUP LLC, trading as Heyo Travel, Miami, FL 33137, USA.