You can check reservation and payment status for each product in "My Account".

You can confirm your reservation on your "My Account" page. Click on the product and proceed with the payment. Once booking is confirmed, your service voucher will be sent to the email you provided.

Activity confirmation will be processed within 48-hour business day.

You can check it at "My Account" page. In addition, the voucher will also be sent to the email you provided.

You may refer to the "How to Use" and "Remarks" on your service voucher under Product Details. Please read carefully as the method of each product may be different.

Each product may be processed differently. There are products that are instantly confirmed while others may need 3-5 days business days to process depending on the type of product. Please check the booking information prior to purchasing a product.

The service voucher will reflect your confirmed travel date and must only be used on that date. If you wish to change your travel date, you must check the availability of the schedule by contacting Customer Service (+63 (2) 8 651-9000) at least seven (7) business days before your scheduled travel date.

Agent consultation and reservation are available on weekdays during business hours between 09:00 AM-06:00 PM. On weekends and holidays, agent consultation and reservation are not available. However, an online reservation may be accepted daily. Reservations received after 06:00 PM will be attended to the next day, while after 06:00 PM on Friday until Sunday will be subsequently starting Monday.

You can pay by cash via Isla Story offices, credit card, bank account transfer, and bank deposit.

Yes. You may visit our office to pay in cash or credit card.

Isla Story is always doing its best to ensure safe e-commerce. All of your information will be encrypted and fully protected; no credit information will be stored in our system as a security measure.

Using an "Internet Explorer" browser with a lower version may result in an error on the payment process. To fix this, on your "Chrome" or "Internet Explorer" → right-click → Run as administrator → access and pay for the site.

Cancellation and refund policies vary depending on the product please check the cancellation policy of your preferred product before confirming your booking. Customer Service will check whether the service booked can be changed or refunded and will assist you sequentially. In addition, unpaid reservations will be automatically canceled if the scheduled activity date is lapse without payment; in this case, no cancellation procedure is required.

Please contact Customer Service by e-mail at tours.ph@raksotravel.com or by phone +63 (2) 8 651-9000 for any cancellation and refund of your booking and further information.

If the cancellation is due to bad weather conditions and/or local business conditions, you can get a full refund without any cancellation charges. However, if your booking is voluntarily canceled, applicable charges may apply, please check the cancellation & refund policy upon booking.

Depending on the payment method, the amount of refund processing is different. If the refund has not been completed even after 10 days, please contact Customer Service by e-mail at tours.ph@raksotravel.com or by phone +63 (2) 8 651-9000 for any cancellation and refund for your booking and further information.

For activity products, booking is usually non-refundable but you may request to waive the cancellation by submitting a verified document confirming the cancellation or delay of the flight. In addition, if the activity may be affected by bad weather conditions and/or local business conditions, we will notify you and process the rebooking, cancellation, and/or refund of your booking.

Depending on the payment method, the amount of refund processing is different. If the refund has not been completed even after 10 days, please contact Customer Service by e-mail at tours.ph@raksotravel.com or by phone +63 (2) 8 651-9000 for any cancellation and refund for your booking and further information.

As much as possible all activity strictly follow the scheduled time, especially for seat-in-coach or joining the activity. Therefore please make sure to arrive at the meeting place on/or before the scheduled time. Guest missing their pick-up services without prior notice will be considered as ‘No Show', hence booking will be automatically non-refundable, non-rebookable, and non-enforceable.

If you wish to change your pick-up time and/or location, please contact Customer Service by e-mail at tours.ph@raksotravel.com or by phone +63 (2) 8 651-9000 for any changes in your booking and further information.

All activity schedules are flexible and may change without prior notice due to local weather conditions, therefore, you may opt to rebook on a different date or request for a full refund. Please contact Customer Service by e-mail at tours.ph@raksotravel.com or by phone +63 (2) 8 651-9000 for any cancellation and refund for your booking and further information.

Log-in to your account, and then click on ‘My Account' button on the upper right corner of the page. You can modify your account information by clicking on ‘Update Information' in the upper left corner of "My Account".

On the top right corner of the page, please click the "Sign-in" button. Click Find Password and enter the email address you signed up. A reset link will be sent to your provided email, follow the instructions. Please note that the link will only be valid for one (2) hour.

Log-in to your account, and then click on "My Account" button on the upper right corner of the page. You can modify your account information by clicking on "Update Information" in the upper left corner of "My Account" or contact Customer Service by e-mail at tours.ph@raksotravel.com or by phone +63 (2) 8 651-9000 to request a change of information.

If you wish to delete your account, please contact Customer Service by e-mail at tours.ph@raksotravel.com or by phone +63 (2) 8 651-9000 for further information.

All activity is not covered by Travel Insurance as our local insurance provider is not applicable to foreign passport holder. We recommend that you secure your own personal travel insurance prior to your trip and select the best option that suits your travel type.

Conditions vary for each product, but upon reservation, you may note your requests on the "Other Information" on the "Remark / Message" entry box. However, please understand that we cannot guarantee all of your requests as it will be subject to availability based on local business conditions. If you have any important requests, please contact Customer Service by e-mail at tours.ph@raksotravel.com or by phone +63 (2) 8 651-9000.

Although each product is different, we may accommodate your pick-up location. However, in case of seat-in-coach or joining activity (with specific pick-up time and location), or in case of an isolated pick-up location, we will strictly follow the pick-up instructions. In case of a private pickup, an extra charge may occur.

You can also check the "Popular Activity" at the bottom of the main page and "Related Product" or "Recommended Activity" at the bottom of each product page. Upon reservation or booking, we will also show you related products that you may be interested in based on your preferred activity.