Frequently asked
questions.

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

When you book. Payment is taken by card in the same step as the booking, and your receipt comes with your booking reference. One card payment can be up to 2,500 EUR: above that, the whole amount is still paid when you book, in several card payments one after the other, each under that limit. You can use the same card or another one for each part, and your booking is confirmed once the last payment goes through.

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.

Credit and debit cards, Visa and Mastercard, through our secure payment provider.

Prices are shown in US dollars (USD). A card payment is charged in euros (EUR) by our payment provider, and the pay button shows the euro amount before you pay.

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 as a guest, and your booking reference and email address give you access to your booking at any time. If you like, sign in with a one-time code sent to your email: your bookings, requests and saved traveller details are then kept together in one place.

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.

As soon as your payment is confirmed, your booking is made with the airline automatically, and we email you the airline booking reference (PNR) once the airline confirms it. Your e-ticket follows once the airline has issued it. If the airline needs longer, our ticketing team completes the ticketing and keeps you informed.

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 Cuba e-Visa rather than a consular visa. We file it for you with your booking, together with the D’Viajeros arrival declaration.

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.

On WhatsApp or by phone at +1 (929) 614-9758, or by email at info@heyotravel.com. 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 33130, USA.