Booking, Cancellation & Refund Policy

Booking through third-party providers

Guests may make reservations directly with the hotel or through a travel agency, online travel agent (OTA), booking platform, or other third-party service provider.

Our hotel's officially contracted online booking platforms are Agoda and Booking.com. However, these platforms may distribute or resell room inventory through their affiliated partners, travel agencies, wholesalers, or other third-party booking channels. 

Guests are responsible for reviewing and understanding the terms, conditions, payment policies, cancellation policies, and other requirements of the platform or provider through which they make their reservation. The hotel is not responsible for any inaccuracies, omissions, pricing discrepancies, or additional fees imposed by third-party booking providers.

To avoid fraud and booking disputes, guests should ensure that reservations are made through reputable and authorized channels. The hotel reserves the right to verify reservation details and guest identity before check-in.

Direct booking

Guests may contact us by email, telephone, or WhatsApp/Zalo/Fanpage, etc to inquire about room availability and make reservations. We will make every effort to respond promptly during our business hours, which are from 8:00 AM to 8:00 PM. Please note that phone calls made outside of these hours may not be answered.

Room availability and quoted rates are not guaranteed until the reservation has been confirmed by the hotel. Once reservation details have been provided, guests will generally have a 30-minute window to complete any required payment or confirmation steps. After this period, room availability and rates may change without notice, and the hotel cannot guarantee that the room will remain available.

Please note that we do not currently issue VAT invoices.

Guests may request to change their check-in and/or check-out dates once per reservation, subject to availability. Such requests must be submitted at least five (5) days prior to the original check-in date.

Date changes can only be accommodated if rooms are available for the requested new dates. The hotel reserves the right to decline date change requests when availability is limited or when the requested dates are unavailable.

Cancellations

If you made your reservation through, any cancellation, modification, refund request, or dispute must be handled directly through the provider from which you made the reservation. We are not responsible for and generally do not have the authority to cancel, modify, or refund reservations made through third parties.

If you made your reservation directly with the hotel, the following cancellation policy applies:

Before Arrival

• Cancellation requests must be submitted directly to the hotel through the contact information provided in your booking confirmation.

• Refund eligibility, if any, will be determined according to the rate, promotion, and terms agreed upon at the time of booking.

• Non-refundable rates, promotional rates, deposits, processing fees, and third-party transaction fees may not be eligible for refund.

• Failure to arrive on the scheduled check-in date without prior notice may be treated as a no-show and may result in cancellation of the reservation without refund.

During Stay

• Guests who choose to shorten their stay, depart early, or check out before their scheduled departure date may not be entitled to a refund for unused nights.

• No refunds will be provided for dissatisfaction arising from circumstances beyond the hotel's reasonable control, including weather conditions, transportation disruptions, utility interruptions, government actions, or other force majeure events.

• The hotel reserves the right to terminate a stay without refund if a guest violates hotel policies, engages in illegal activities, threatens the safety or comfort of others, damages hotel property, or fails to comply with applicable laws and regulations.

• Any approved refunds by the hotel shall be issued in cash at checkout.