HOTEL POLICY

BOOKING CONDITIONS

Please read the terms and conditions carefully, as it contains information concerning your legal rights and limitations on these rights, as well as a section regarding applicable law and jurisdiction of disputes. If you do not accept all of these terms and conditions, please do not use this website or book a product. In all booking arrangements, the person making the booking shall be deemed to have accepted this terms and conditions on behalf of the persons named in the booking.

PAYMENT METHODS

For booking made via our website, we only accept payment with credit card via the Secured OnePAY Payment Gateway. OnePAY represents to provide online payment solution to the enterprises in Vietnam.

For booking made via phone call/email/walk-in, we accept following payment methods:

1. Payment by bank transfer:
Account Name: PACIFIC TOURISM AND TOURISM CO., LTD –SAPA BRANCH
Bank name: The Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV)
Account number: 4826983333

2. Payment by cash or credit card at Hotel's receptionist counter.

CONFIRMATION BY US

A confirmation email will be sent to customer's provided email address within 24h after the payment is successful.

Our reservation is completed once the confirmation email is sent to the email address you provided. You are required to notify us in writing (for example: email…) in case of you do not receive confirmation in time, if no email informing us that you do not receive the confirmation email within 2 days, the reservation is understood to be completed and you are tied to the policies in this terms and conditions.

We are not responsible for any delay/loss caused by the wrong email addresses provided by customers or the situation that customers do not notify us by email that confirmation is not received or in case of customer refuses to use booked service without notification.

CHANGE, CANCELLATION & REFUND POLICY

Change

We do not charge a fee to amend or change the dates of an existing booking, as long as the request is received by Our Hotel/ Sales Office more than five (5) days ahead of your confirmed travel date.

If you request changes within five (5) days or less of your confirmed travel date, we will attempt to honor your request; however, changes may be subject to an additional fee.

Cancellation

Cancellations become effective only once the Our Hotel/ Sales Office receives notification of cancellation in writing. The cancellation policy shall be applied strictly following the Rate Condition noted during the booking confirmation process. In case the policy is not presented, the following rules shall apply:

If cancelled or amended up to 5 days before the date of arrival or new date of departure, no fee will be charged. If cancelled or amended later or in case of no-show, the deposit will be charged as the cancellation fee

Refund

Once confirmed with Our Hotel, the guest will receive their full refund. When applicable, a refund will be made via the same payment method that the guest made payment to Our Hotel. It can take up to 30 days for the refund to be credited to the guests’ account. For purchase made with discounted amount, refunds are only applicable for the actual amount customers paid to us.

The purchased service is sold as a package, no refunds will be made for unused services or no-shows. Packages with seaplane ticket included: cancellation, modification and passengers' weight limit for ticket calculation.

CURRENCY

Hotel prices and charges are quoted in USD or VND unless otherwise indicated.

OTHER CONDITIONS

The maximum occupancy for any room or suite is two (2) Adults and one (1) Child under 5 years of age. Additional charges may apply for occupancy by more than two (2) guests per room or suite.

Our Hotel may allow children to stay in the same room/suite with parents either with or without an extra mattress. Our policy is not to charge for children under six (5) years of age. Children aged from three to eleven (5 - 11) sharing a room/suite (specific room types) with two adults on an extra mattress will be charged extra and limited to one additional child per room/suite only. Children 12 years old and over will be considered as an adults.

Confirmed arrival and departure dates, number of rooms and passengers, passenger's names, passport and visa numbers, room category (SGL/DBL/TWN), special requirements (e.g. gifts, dietary requirements, etc.) must be provided by passengers not less than seven (7) days prior to check-in.

OUR HOTELS LIMITATIONS OF LIABILITY

We shall be liable only for its own negligence. We shall not be liable under any circumstance for any force majeure such as acts of war, the spread of disease, civil commotion, riots, strike, acts of terrorism or acts of sovereign states or governments or any cause beyond the control of Our Hotel. We do not provide insurance for personal injury, luggage loss or medical evacuation. Under no circumstances will Our Hotel be responsible for loss or damage to valuables if not placed in security boxes at the reception desk.

Our Hotel shall not, under any circumstances, be liable to the passenger for damages for emotional distress, mental anguish or psychological injury of any kind, when such damages were neither the result of a physical injury to the passenger, the result of the passenger having been at actual risk of a physical injury, nor intentionally inflicted by Our Hotel.

Our Hotel reserve the right to cancel booking or alter a service at any time when unforeseen circumstances arise. Such circumstances include but are not limited to: war or threat of war, the spread of disease, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, fire, adverse weather and/or traffic conditions, government action or for any reason outside of our control. In these circumstances, we accept no liability where hotels are forced to cancel or alter as a result of any unforeseen circumstance.

Where a tour is cancelled prior to the departure date, according to the clauses above, we shall endeavor to offer the nearest possible alternative tour (subject to a refund or further payment to cover hotel difference).

The law governing the contract is the law of Vietnam. In case of any dispute, between a passenger and us or a third party or controversy, claim, the laws of Vietnam shall be applied.

THE SELLER'S OBLIGATIONS AND THE CUSTOMERS'S OBLIGATIONS IN EACH TRANSACTION:
Service provider obligations:
• Provide products of the right quality, on time and at the place that customers have registered.
• Confidentiality of information of enemy service users in accordance with the security policy.
Service user obligations:
• Obligation to pay money and check-in as agreed.
• If we ask you to provide proof of identification, please provide it within 30 days.
• You are responsible for keeping your login information safe and secure.
 

Check-in: from 13:00
Check-out: by 11:00

Early check-in is charged as follows: (depends on hotel availability)
+ From before 6:00 a.m.: Charge 100% of the room/night value. (Breakfast included)
+ From 6h00 - 9h30: Charge 50% of the room value/night. (Breakfast not included)
+ From after 09:00: Free ( If the hotel has a room available).

Late check-out is charged as follows: (Depends on hotel room availability)
+ From 11:00 a.m. – 3:00 p.m.: Charge 30% of the room value/night.
+ From after 3:00 p.m. – 5:00 p.m.: Charge 50% of the room/night value.
+ From after 5:00 p.m.: Charge 100% of the room/night value.