Frequently Asked Questions
1. Which payment methods do you accept?
1. Which payment methods do you accept?
We accept various payment methods to make your booking easy. You can pay online via Credit Card (Stripe), PayPal or Bank Transfer (Wise EUR, USD, GBP, AUD, SGD, NZD).
For many of our tours, we also offer the option to book online and pay in cash (Thai Baht) directly to the local operator on the day of your excursion. For availability, please check on product page the image under “Add to cart” button.
2. Will I receive instant booking confirmation?
2. Will I receive instant booking confirmation?
Once you complete your booking through our online system, you will receive an instant order confirmation email with all your tour details.
In a separated email, you will receive a ticket including exact pick up time latest the evening before the tour date. Please read all information carefully!
Special cases: For Shore excursions or products (i.e. Airport or Full Moon Party transfer) you can select any pickup time the order confirmation serves as your ticket at the same time!
There is no need to print anything; simply show the ticket on your phone to your driver or guide.
3. Can I pay only a deposit for my tour?
3. Can I pay only a deposit for my tour?
Unfortunately not. For most tours, you have the option to “Book Now & Pay Later”. Depending on the specific excursion, you can select only prepay (Water sports, Full Moon Party, etc.) for your booking.
Please note: “Book Now & Pay Later” is only available for bookings less than ฿15,000.00, and we keep the right to reject any booking without reason.
4. Can I book now and pay later?
4. Can I book now and pay later?
Absolutely. We offer a “Book Now & Pay Cash Later” feature for many of our popular excursions. This allows you to reserve your seats in advance without an immediate full payment, giving you more flexibility with your travel budget while you are on the island.
5. What is your cancellation policy?
5. What is your cancellation policy?
We can’t wait to see you! But we know life happens. If you need to change your plans, here is how our cancellation process works:
- Cancel for Free: You can cancel your booking for a full refund as long as you let us know at least 24 hours before your tour date.
- Late Cancellations: If you cancel with less than 24 hours' notice, we won't be able to offer a refund, and the full amount will be charged.
Note: Exceptions apply for Shore/Cruise excursions; please check the respective product page for specific deadlines. All Shore Excursions require a minimum of 72 hours' notice for free cancellation (must be done 4 days before the tour date by 11:59 PM GMT+7). - Running Late or No-Shows: Please be ready at your meeting point on time! Out of respect for other guests, our drivers can wait a maximum of 10 minutes past your scheduled pick-up time. If you miss the driver, the tour will still be charged at full price without a refund.
- Last-Minute Changes: Any changes you make to your booking on the actual day of the tour aren't covered under the free cancellation window.
- Weather Issues: If the local authorities cancel activities due to bad weather, we follow their lead regarding refunds and safety.
- If You’re Feeling Unwell: If you can't make it due to illness, we’ll need a medical certificate (e.g., from Bangkok Hospital or Samui International) before the tour starts to process a refund.
- The Fine Print on Timing: Just a heads-up that our official cut-off time for changes is 11:59 PM (GMT+7), two days before your tour.
6. Do your excursions include accident insurance coverage?
6. Do your excursions include accident insurance coverage?
Yes, all participants are covered by accident insurance. To ensure your coverage is valid, please provide the full names, gender and passport numbers of all participants at check-in counter.
In some special cases, we require the insurance details before your tour date. Please insert full names, gender and passport numbers of all participants in the “Insurance” field during the booking process. This is a mandatory requirement by Thai law for licensed tour operators.
7. How far in advance do I need to book?
7. How far in advance do I need to book?
We recommend booking at least 2 to 3 days in advance, especially during high season. However, for many tours, we accept bookings until 21:30 (9:30 PM) the night before. For some private city tours or ATV trips, same-day bookings may even be possible—please contact us via E-mail or Live Chat for last-minute availability.
8. How do I reserve an excursion?
8. How do I reserve an excursion?
Reserving is simple: visit samuitours.app, select your desired excursion, choose your date and number of participants, and follow the checkout process. Once finished, your booking is secured, and your ticket will be sent to your email after local operator approval.
9. What safety measures are in place?
9. What safety measures are in place?
Your safety is our priority. All boats are equipped with life jackets for every passenger, and we only work with licensed, experienced guides. We monitor weather conditions constantly and will postpone or cancel trips if conditions are unsafe. Our vehicles are also regularly maintained and air-conditioned for a safe, comfortable journey.
10. Can the itinerary be flexible on the day of excursion?
10. Can the itinerary be flexible on the day of excursion?
If you book a private tour, the itinerary is highly flexible! You can discuss your preferences with the guide or driver to spend more time at spots you love. For join-in (group) tours, the itinerary is generally fixed to stay on schedule, though minor adjustments may occur due to weather or traffic.
11. Can you accommodate special dietary needs?
11. Can you accommodate special dietary needs?
Yes, we can accommodate most dietary requirements, including vegetarian, vegan, and gluten-free options, as well as food allergies. Please make sure to mention your specific needs in the “Comments” section when booking so we can inform the caterers or restaurant in advance.
12. What should I pack? This depends on your excursion!
12. What should I pack? This depends on your excursion!
While it depends on the tour, we generally recommend:
- For Boat Trips: Swimwear, a towel, sunscreen (reef-safe), a hat, sunglasses, and a waterproof bag.
- For Island Tours/Temples: Respectful clothing that covers shoulders and knees (required for temples), comfortable walking shoes, and a camera.
- General: A bit of cash (Thai Baht) for small snacks, souvenirs, or tips.
13. Do we get any discount, if we book multiple tours?
13. Do we get any discount, if we book multiple tours?
Yes! We offer discounts for guests who choose to book multiple excursions through our platform. If you are planning to book two or more tours, please contact our team via Live Chat or email before completing your booking. We will be happy to provide you with a customized discount code to apply at checkout.
Here is how you can maximize your savings based on your booking amount and volume:
13.1 Multi-Tour & Volume Discounts
13.1 Multi-Tour & Volume Discounts
If you book multiple tours, you are eligible for a discount. However, this is not applied automatically at checkout.
- The Process: You must contact their team via Live Chat or email before placing your order.
- The Result: Customer service will provide you with a unique discount code tailored to the total volume of your booking.
13.2 “Hot Deal” 30% Savings
13.2 “Hot Deal” 30% Savings
Many of the most popular tours (like the Pig Island VIP tour or the Island Tour VIP & ECO) are frequently listed with a 30% “Hot Deal” discount.
- These are date-specific and often represent the best price available on the platform.
- If your total booking amount is high because you are choosing these “Hot Deal” items, you are already receiving the maximum standard reduction.
- You will find our “Hot Deals” on the homepage under section “Early Bird & Last Minute”
13.3 Best Price Guarantee (+5% Bonus)
13.3 Best Price Guarantee (+5% Bonus)
If you find the exact same tour elsewhere for a lower price, we offer a Best Price Guarantee:
- We will match the lower price.
- We will give you an additional 5% discount on top of that matched price.
Please note: Best Price Guarantee (+5% Bonus) does not apply to already reduced products, and we need to receive the price proof at least 3 days before your tour booking to verify its validity.
13.4. Last-Minute & Special Categories
13.4. Last-Minute & Special Categories
- Cruise Ship Passengers: There is often a specific 10% discount category for shore excursions.
- Low Season: Look for the “Low Season Discount” section on the site, where prices are frequently dropped across the board regardless of the total booking amount.
14. What is the difference between ECO and VIP?
14. What is the difference between ECO and VIP?
The main differences lie in the service, boat type, and level of comfort:
- ECO (Economy): These tours are typically conducted on larger, standard tour boats or larger speedboats. They are more budget-friendly and involve larger groups of people.
VIP: These tours focus on a more premium experience. They usually feature a smoother service, higher-quality (i.e. snorkelling gear), and more personalized attention from the guides. VIP boat tours also typically use more comfortable speedboats or luxury long tail boats, allowing you to reach destinations faster and avoid the biggest crowds.
15. How to identify private tours?
15. How to identify private tours?
Private tours are easily identifiable on our website by the following indicators:
- The Title: The tour name will explicitly start with or include the word “Private” (e.g., “Private Island Tour” or “Private Speedboat Charter”).
- Pricing Structure: Instead of a “per person” price, private tours often show a base price “per group” or “per boat” for a set number of people.
- Customization: Some private tour descriptions will highlight that you can choose your start time and customize the itinerary to your preferences.
- The “Private” Corner Badge in the top-right corner is a golden signal that exclusive private products.
16. Where do I find info about my tour?
16. Where do I find info about my tour?
On the samuitours.app website, the specific information for each tour is organized into clear sections on the product page. Here is precisely where to look:
The Booking Form
- Desktop: Located on the right-hand side of the page. This is where you see the calendar to select dates and the price per person (or per group for private tours).
- Mobile: This form is usually found under title and price section. Please click button “BOOK NOW” to open the full form.
1. The Description Section
Directly below the main tour images and title, you will find several key headlines that detail the experience:
- What’s Included: A list of everything covered by the price (e.g., lunch, life jackets, hotel transfer).
- What to Expect: A detailed breakdown of the itinerary and the activities you will do.
2. Pickup & Meeting Point
For details on where to meet or how the pickup works, look for the section titled “Return Process & More Information” or, for cruise ship passengers, a section specifically named “What to expect & your meeting point.”
More Information:
Additional details such as what to bring and more important notes about food, pregnancies, safety requirements, pick up location and other specific requirements for that tour.
3. Cancellation Policy
Every product page has a dedicated section under the headline “Cancellation” which outlines the specific rules for that tour, including refund policy and “red” button for cancellation form.
4. Private vs. VIP Indicators
Golden Colour: Private tours are often highlighted or marked in gold to distinguish them from group tours.
ECO vs. VIP labels: These are usually found in the tour title or the “More Information” section to clarify the service level.
Can't find what you're looking for?
Extended FAQ & Travel Guide
Beyond the standard logistics, travellers booking in Koh Samui are regularly looking for reassurance regarding local conditions, specific group needs, and “hidden” details.
Here are the top additional questions your potential bookers are likely interested in, answered based on local standards and the samuitours.app service model:
1. What happens if it rains on the day of my tour?
1. What happens if it rains on the day of my tour?
In Samui, “ordinary rain” is usually not a reason for cancellation. Tours generally proceed if the sea conditions are safe. However, if the Thai Navy or local authorities deem the weather dangerous (high waves or storms), the tour will be cancelled. In this case, you can choose to reschedule for another day or receive a refund if you have already prepaid.
2. Are entrance fees included?
2. Are entrance fees included?
For most tours to Angthong Marine Park (usually 300 THB for adults / 150 THB for children) or Koh Tan/Koh Madsum, the entrance fees are not included in the tour price. These are government fees and must be paid in cash directly to the park rangers on the day. This is clearly marked under the “What's NOT included” section on our product pages.
3. I am staying in a private villa on a hill. Can you still pick me up?
3. I am staying in a private villa on a hill. Can you still pick me up?
We offer hotel transfers from most locations on the island. However, some villas are located on very steep hills that standard minivans cannot safely climb. In these cases, we will arrange a meeting point at the bottom of the hill or the nearest accessible landmark (like a 7/11 or a specific resort entrance) to ensure a smooth pickup.
4. Is the tour suitable for infants, pregnant women, or the elderly?
4. Is the tour suitable for infants, pregnant women, or the elderly?
- Infants: Most tours are child-friendly, and infants (under 4) often join for free.
- Speedboats: We do not recommend speedboat tours for pregnant women or people with back/neck problems due to the potential for a bumpy ride.
- Elderly: If you are travelling with elderly family members, we recommend our Sailing Boat or Large Boat options, which offer a much smoother and more stable experience than speedboats.
5. What if I get sick and cannot join the tour?
5. What if I get sick and cannot join the tour?
If you cannot attend due to sudden illness, a medical certificate from a local Samui hospital is required to process a free last-minute cancellation. Without a medical certificate, the standard 24-hour for tour date cancellation policy applies.
6. Are the animal tours ethical?
6. Are the animal tours ethical?
We prioritize tours that treat animals with respect. For example, our Elephant Sanctuaries visits focus on observing the animals in a natural environment without riding or performances. We encourage bookers to read the “What to Expect” section on our product pages to understand the nature of each animal interaction.
7. Do I need to bring my own snorkelling gear?
7. Do I need to bring my own snorkelling gear?
No, we provide high-quality masks and snorkels on all boat trips. However, for hygiene reasons or personal comfort, you are more than welcome to bring your own. Please note that fins (flippers) are often not provided by default to protect the coral reefs from accidental damage, though they can sometimes be rented at the pier.