1.1. Check-in time:
Unless otherwise stated and/ or confirmed by the Hotel:
1.1.1. The check-in time at the Hotel is from 2 PM on the arrival date. Early check-in requests before 2 PM need to be notified and confirmed by the Hotel in advance depending on the room capacity and availability (but no earlier than 12 PM on the arrival date)
1.1.2. Early check-ins before 6 AM will be charged with a fee equivalent to 100% of the purchased Room Rate.
1.1.3. Early check-ins after 6:00 AM to 12:00 AM will be charged with a fee equivalent to 50% of the purchased Room Rate.
1.1.4. Early check-in fees must be paid as soon as check-in requests are confirmed by the Hotel.
1.2. Check-out time:
Unless otherwise stated and/ or confirmed by the Hotel:
1.2.1. The check-out time at the Hotel is no later than 12 PM.
1.2.2. Late check-outs are subject to the room availability of the Hotel. Additional charges are specified as follows: 50% of the Room Rate if checked out from 12 PM to 9 PM; 100% of the Room Rate if checked out after 9 PM.
1.2.3. Upon the completion of check-in procedures, the Guests will be charged with the Room Rate for the entire period of stay (as registered with the Hotel), regardless of whether they check-out before the designated time.
1.4. During check-in, Vinpearl will record images of Guests’ faces for management purposes with the Face Recognition Technology. By agreeing to check-in, the Guests confirm that they have been notified by Vinpearl about this process and give Vinpearl the rights to use their images, as stated in Article 9.
ARTICLE 2. BOOKING POLICIES
2.1. All Service Requests, Guests/ Partners’ Booking List must be sent to Vinpearl in the form of emails or in physical documents prior to the check-in time.
2.2. In the case when the Agent books villas for 1 group or many different groups of Guests, the Partner must ensure that:
2.2.1. The Price Package is set for 02 adults in 01 hotel room/bedroom villa, if not otherwise mentioned in the Appendix about room rates.
2.2.2. The Partner have informed all Guests that they will need to share the Villa with other customers who book through the Partner
2.2.3. All Guests have agreed and signed the confirmation stating that they accept to share the Villa with other customers and will remain responsible for personal properties and other issues arising from this period of stay
2.2.4. Vinpearl is exempted from the responsibilities to resolve conflicts/disputes between Guests who share a Villa.
2.3. Regulations on accomodation:
2.3.1. The maximum number of Guests per Hotel room (except for special cases or otherwise stated) is applied as follows:
a. The maximum number of Guests in 1 bedroom is 04 people, including children under 4 years old: 03A & 01C/ 02A & 02C.
b. Only 01 extra bed is allowed per room, depending on the policies applicable at each hotel.
c. Additional charges are applied for children from 4 to under 12 years old, and for Guests from 12 years old
2.3.2. The maximum number of guests per Villa is applied as follows:
a. Each bedroom: maximum 02 A and 02 C under 12 years old
b. Additional charges are applied for children from 4 to under 12 years old.
c. No extra bed allowed, except for in Vinpearl Luxury Nha Trang.
2.4. Special circumstances: in special cases (including, but not limited to force majeure events and hotel renovation & repair activities), Vinpearl reserves the right to relocate Guests to other rooms/hotels of the same standards as the previous rooms/hotels.
2.5. Information provided to the Hotel:
2.5.1. Information provided prior to the day of arrival:
a. To receive the best services from the Hotel and ensure their security, the Guests/Partners should provide the Reservation Department with the following information:
(i) A list of all Guests (with details including: first and last name, date of birth, gender, identity/citizenship card, passport number, nationality, and a copy of the temporary residence card):
+ Single Guest: The information must be sent to the Hotel’s Reservation Department in accordance with the following deadlines from the day that the Guests/Partners receive the confirmation of the booking request, but no later than the no-charge cancellation deadline:
* Low season: 15 days
* High season: 7 days
* Peak season: At the time of booking
+ Group Guest: For detailed information, see the contract.
(ii) The flight information and expected arrival time should be provided to the Hotel at least 05 days prior to the arrival date if customers request pick-up and drop-off service.
(iii) If the Guests/ Partners fail to provide the Hotel with this list on time, Vinpearl reserves the right to cancel the booking request from the system, refuse to apply the discounted price listed on the Voucher, and invalidate the service request, signed agreement or contract between Guests/Partners and Vinpearl. In such cases, Vinpearl will apply the Published Price at the Hotel on the day of check-in if the room is still available, and the Partner will be solely responsible for resolving the customers’ claims arising from the late submission of information.
(iv) Depending on the registered Service Request, if the service is Full-board, then the order of meals is as follows: dinner on the day of arrival, breakfast, lunch and dinner on the following days, and breakfast and lunch on the day of check-out. If Guests wish to change lunch on the check-out date to lunch on the arrival date, they must inform the Hotel Reservation Department at least 05 days prior to the arrival date. Meal changes are only available for guests checking in before 1 PM on arrival date and checking out before lunch on the day of departure.
(v) Other special requests, such as rooms on a high floor and adjacent rooms,... will be considered based on the room availability of the Hotel at the time of check-in.
b. Change of information:
(i) Any changes to information regarding F&B and services that differs from the original Service Request should be sent to and approved by the Hotel Reservation Department at least 05 days prior to the check-in date. If the change is not confirmed in advance, Vinpearl reserves the right to take the following measures simultaneously:
+ Apply the Published Price at the Hotel on the day of check-in and the Partner will be solely responsible for resolving any complaint arising from the late submission of information.
+ In the event where there are additional Guests (including children) without prior confirmation, the Guests/Partners will need to pay a corresponding surcharge in accordance with the Hotel’s Public Rates at the time of check-in. If the booking is made through a Partner, the Partner will need to pay this surcharge directly, or Vinpearl reserves the right to deduct this amount from any payment made from the Partner to Vinpearl.
(ii) The fees for changing the Guests’ personal information (including name, date of birth, gender, identity card, passport number, nationality, temporary residence card) after the deadline to provide the Guests’ information (before the date of arrival at the Hotel): 350,000 VND/room/change. In case of changes due to illnesses, natural disasters or potential risks (with a valid certificate of proof), no additional fee will be applied.
2.5.2. Check-in procedures
a. Guests are required to present their children’ identification documents, passport and/or birth certificate, and consent to being photographed upon check-in for registration purposes. The Hotel will keep a copy of these documents. In the event where the Guests are unable to present the child’s birth certificate or related documents, the Guests/Partners have by default agreed to use the child’s height to determine his or her age, specifically as follows:
Under 4 years old
From 4 to 12 years old
12 years old and above
b. By agreeing to purchase and use Vinpearl’s services, Guests have allowed Vinpearl to take their photos for statistical analysis and management. Vinpearl will not provide these images to third parties (that are not part of Vingroup) or use them for any other purposes, except when state agencies require us to, or if Guests have provided us with prior approval.
c. A deposit must be made at the time of check-in to provide guarantee for any additional Service Requests made at the Hotel and/or any other damages done by the Guests (if any) to the Hotel during the period of stay. The deposit will be refunded by Vinpearl at the time of check-out if the service is not used and/or there is no damage caused to the Hotel. The deposit can be made in cash, bank card or credit card with these specific rates:
(i) Hotel rooms: 1.000.000 VND/room
(ii) Villas: 3.000.0000 VND/Villa
Vinpearl reserves the right to refuse to provide the service if the customer does not pay the deposit as stated above. In case the booking request is made through a Partner, this Partner is responsible for making a deposit on behalf of the Guests in case they do not pay this amount to Vinpearl. If the Partner fails to pay the deposit, the No-Show policy in the TOS will be applied to the case.
2.5.3 Airport pick-up and drop-off services:
a. For Hotels that provide free airport pick-up and drop-off services, there is no cancellation fee.
b. For Hotels that provide airport pick-up and drop-off services with a charge, the detailed information about the shuttle type, and the usage/cancellation fees,... will be provided in advance in the Booking Request of each Hotel.
c. In case of private shuttle bookings, the flight number and flight time must be provided to the Hotel at least 05 days prior to the check-in date. If there is any change of cancellation request, the Guests must notify the Hotel at least 3 days (72 hours) before the check-in date. The cancellation fees will apply to any notice made after this deadline.
d. The receptionists at the airport will welcome guests at Vinpearl’s reception desk, which is located in the Arrival Hall. Please look for name signs or contact the airport reception with the number provided in the Service Request confirmation.
e. For the free shuttle service for airport drop-off, it is the Guests’ responsibility to arrive at the Hotel lobby 15 minutes prior to departure. In case of delay, the bus will go straight to the airport to ensure the best experiences for other guests. Late arrivals will need to bear the cost of transport to the airport.
2.6. The contact information for each Hotel’s reservation is specified in the Hotel Information site, which is posted on the official website and on the following page: www.vinpearl.com/ve-chung-toi/lien-he.