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Frequently Asked Questions

Find answers to common questions about travelling with us.

What is Viatsy and what kind of trips do you offer?

Viatsy is a travel agency specializing in Oriental Asia based in Barcelona. We offer group tours with fixed departure dates and customized private trips exclusively for you. Our destinations include Japan, China, South Korea, Taiwan, Hong Kong and can be combined with South Asia — with more destinations coming in the future.

What is the difference between a group trip and a private trip?

On a group trip, you join other travelers on a scheduled departure with a fixed itinerary and per-person pricing — a great way to share the experience and keep costs down. A private trip is exclusively for you and your companions: you choose the dates, we tailor the itinerary, and pricing adjusts based on your group size. Both options include the same quality of accommodation, guides, and support.

Can I create a fully customized itinerary?

Yes! We design custom itineraries tailored to your preferences. The process is simple: you send us an inquiry with your interests and dates, we craft a detailed proposal, and once you're happy with it, you proceed to booking. Our team of Asia travel experts will work with you to create the perfect trip.

Is there a tour leader or guide on the trips?

We don't assign a single tour leader for the entire trip. Instead, we arrange expert local guides at each destination based on your itinerary — people who truly know the area. For group trips, we create a WhatsApp group so all travelers and our team stay connected throughout the journey. For private trips, you'll have direct WhatsApp contact with us and your local guides at each stop.

What is the minimum and maximum group size?

Group sizes vary by trip. Each trip listing shows the minimum travelers needed for the departure to be confirmed and the maximum capacity. We keep groups small to ensure a quality experience — typically between 8 and 16 travelers. If the minimum is not reached, we will offer you alternatives or a full refund.

How do I book a trip?

Booking is simple: browse our trips, select your preferred dates and options, enter traveler details, and pay the deposit to confirm your reservation. You'll receive a confirmation email immediately. No account is required — guest booking is fully supported. If you'd prefer personalized help or want a customized itinerary, you can also send us an inquiry through our contact form or WhatsApp and we'll put together a tailored proposal for you.

Do I need to create an account to book?

No, guest booking is fully supported — you can complete your reservation without creating an account. However, creating a free account lets you manage your bookings, save traveler profiles for faster future reservations, and receive trip updates and notifications.

What payment methods do you accept?

We accept credit and debit cards (processed securely via Stripe), bank transfers, and digital wallets including Google Pay, Apple Pay, and Revolut Pay if supported in your country. The booking process works in two steps: you pay a deposit to confirm your reservation, then the remaining balance is due before the trip departure date — our team will send you a reminder.

Can I pay in installments?

Yes! Our payment structure is designed to be flexible. You pay a deposit at the time of booking to secure your spot, and the remaining balance is due before the departure date. This way, you can spread the cost over time. We'll send you reminders as the balance due date approaches. If you'd like to split the costs differently, talk to our team and we'll try to sort things out.

What is your cancellation and refund policy?

You can cancel at any time before departure. The penalty is calculated on the trip price excluding flights and travel insurance, and depends on how far ahead you tell us — unless your booking contract states otherwise, the scale is:

  • More than 60 days before departure: 40% of the trip price
  • 60 days or less before departure: 100%

Flights and travel insurance are non-refundable once issued and are charged in full, in addition to the penalty. If cancellation charges from airlines, hotels or other suppliers exceed the penalty, the difference is passed on to you. All of this is without prejudice to Article 160.2 of Real Decreto Legislativo 1/2007. The exact schedule for your trip is in your booking contract — and travel insurance with cancellation cover is the best way to protect what you've paid.

What currencies do you accept?

Our primary currency is EUR (Euro), but you can change your preferred currency on our website. We also accommodate payments in USD and GBP. If you have questions about payment in a specific currency, feel free to contact us.

Are there discounts for children?

Yes, children aged 2-12 receive a discount on most trips. Infants under 2 may travel free or at a reduced rate depending on the trip. The exact discount is shown during the booking process when you enter traveler ages. Our team can also provide specific pricing upon request.

What is included in the trip price?

Trip prices typically include accommodation, transport between destinations, listed activities, and meals marked as included in the itinerary. Not included: international flights (unless specified), travel insurance, optional activities, and personal expenses. Each trip page details exactly what is and is not included.

Can I modify my booking after confirming it?

Yes, modifications are possible depending on availability and timing. Contact our team as soon as possible if you need to change dates, traveler details, or options. Some changes may involve a fee or price adjustment. We will always communicate any implications before applying the modification.

Do you offer travel insurance?

Yes, and we strongly recommend purchasing travel insurance for all our trips. Travel insurance protects you against unexpected events like trip cancellations, medical emergencies, lost luggage, and flight disruptions. It gives you peace of mind and protects your investment. Our team can guide you through the available options during the booking process.

What documents do I need before the trip?

You need a passport valid for at least 6 months beyond your return date — this applies to every destination, and national ID cards (such as the Spanish DNI) are not accepted. You'll also need a visa or entry registration where the destination requires one — we tell you exactly which for your trip — and we strongly recommend travel insurance. You can upload your documents securely through our platform to keep everything organised.

How does the electronic contract work?

During the booking process, you'll receive an electronic contract to review and sign directly from your device — no printing or scanning needed. Simply review the terms, sign digitally, and you'll receive a copy for your records. All signed documents are stored securely in your account. We use fully digital contracts as part of our commitment to sustainability.

How do you communicate with me before and during the trip?

We use WhatsApp and email as our primary communication channels. In the weeks before your trip, you'll receive all essential information, documents, and updates. Don't worry if some documentation arrives close to the departure date — this is normal, as some providers only issue final references and confirmations a few days before departure. During the trip, our team is available via WhatsApp for real-time support. We ensure you're never left without a way to reach us.

What happens if my flight is delayed or cancelled?

In most cases, your airline is responsible for rebooking you on the next available flight at no extra cost. Once you have your new flight details, contact us via WhatsApp so we can coordinate with local partners and adjust your pickup or first-day arrangements. We recommend keeping your boarding passes and any airline communication as proof in case you need to claim through your travel insurance.

What if I arrive late and miss part of the trip?

If you miss the start of the trip due to personal circumstances, Viatsy is not responsible and no refund applies for missed days or services. That said, contact us as soon as possible via WhatsApp and we'll do our best to help you rejoin the group or adjust your itinerary. Additional costs for transfers or rearrangements will be at your expense. This is another great reason to have travel insurance with comprehensive coverage.

How do you handle dietary restrictions or allergies?

We take dietary needs seriously. During the booking process, you can specify any dietary restrictions, allergies, or medical conditions in your traveler profile or mention them to your assigned travel agent. We share this information with our hotels, restaurants, and local guides, who in most cases will adapt meals and arrangements to your requirements. We also recommend letting your guide or accommodation know in person at the start of each stop — a quick reminder goes a long way in ensuring everything is prepared for you.

Can't find what you're looking for?

Our team is happy to help with any questions about your trip.