Destination icon-search

Frequently Asked Questions

1. How can I make a reservation?

Select your preferred region and city. Find your selected activity and click on the product to find out more about the service(s). A pop window will prompt you to log-in, after logging in start making a reservation by selecting the desired date, the number of person(s), and tour time. After completing the booking details required, you can proceed with payment by credit card via Asiapay or select another activity to make a lump sum payment.

2. Where can I check the progress of my reservation?

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

3. Where can I confirm my reservation?

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.

4. How long does will it take to receive a voucher after confirmed booking payment(s)?

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

5. Where can I find the service voucher after booking?

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

6. How do I use the voucher after I completed my booking?

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.

7. What should I do if I did not receive my service voucher?

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.

8. Can I use the voucher on a different travel date aside from my confirmed travel date?

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.

9. Can I make a reservation or consultation on Sunday or Holiday(s)?

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.

1. Where can I check the total payable?

You can see your reserved products in your "My Account" page and check your reservation details on the "For Payment" list. For individual payments, you can proceed by clicking on each reservation. If you want to make a lump-sum payment, select "Multi-payment". Please note that the price of the product may vary from time to time, so double check prior to purchasing.

2. What are the other payment methods?

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

3. Can I pay by visiting your office directly?

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

4. Is payment safe in Isla Story website?

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.

5. What can I do if my payment would not proceed?

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.

1. What should I do if I want to rebook or change my booking details?

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.

2. Can I cancel my booking and get a refund?

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.

3. How can I apply for a 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 of your booking and further information.

4. Is there a refund fee?

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.

5. I applied for a refund but I haven't received it yet. Where should I contact?

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.

6. Can I change/cancel my booking due to a flight cancellation prior to departure?

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.

7. If canceled due to local business conditions, can I get a refund and how long does it take?

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.

8. What if arrived late on the day of my trip, what will happen to my booking?

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.

9. What will happen if the schedule is canceled due to unavoidable reasons such as rain or natural disasters on the day of the trip?

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.

1. How do I sign up for the Isla Story website?

On the top right corner of the page, please click the "Sign-in" button. A pop-up window will prompt to log-in the website, kindly click on the "Register" button and fill out the necessary information as requested. You can also sign up easily by connecting your Facebook, or Google account. Your account is free of charge.

Please read our Data Privacy Policy for more information on your private information.

2. Where can I edit my personal 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".

3. What should I do if I forget my password?

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.

4. I'd like to change my e-mail address to receive the voucher.

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.

5. Is it possible to delete my account?

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.

1. Where can I find any destination information?

Isla Story is a travel agency specializing in the Philippines' destination, delivering local news and updated through various social media account such as Blog, YouTube, Facebook, Instagram, and Google+ (Check the ‘Isla Story' icon on the bottom right of the Isla Story website).

instagram youtube facebook

2. Is there travel insurance for all activity?

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.

3. What can I do for a special request when I travel?

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.

4. Is it possible to select pick-up location at a private accommodation such as Airbnb, subdivision, etc. other than hotels?

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.

5. Where can I find the recommended activity on Isla Story website?

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.

facebook instagram youtube talkwithus Event