REGULATIONS ON THE CONFIRMATION OF BOOKING INFORMATION

ARTICLE 1. REGULATIONS ON CHECK-IN AND CHECK-OUT:

1.1. Check-in time:

Unless otherwise notified and/or confirmed by the Hotel:

1.1.1 Check-in time at the Hotel:

• Vinpearl Luxury Nha Trang: 14:00 on the day of the Guest’s arrival
• All other hotels: 15:00 on the day of the Guest’s arrival

Requests for early check-in before the prescribed time must be notified in advance and confirmed by the Hotel depending on capacity and room availability, but no earlier than 12:00 on the day of the Guest’s arrival.

1.1.2. Early check-in before 6:00 AM shall incur a fee equal to 100% of the purchased Room Package Rate.

1.1.3. Early check-in from after 6:00 AM to 12:00 noon shall incur a fee equal to 50% of the purchased Room Package Rate.

1.1.4. Early check-in fees must be paid immediately at the time the Hotel confirms the requested early check-in notice.

1.2. Check-out time:

Unless otherwise notified and/or confirmed by the Hotel:

1.2.1. Check-out time at the Hotel shall be no later than 12:00.

1.2.2. The Guest may check out late subject to room availability as confirmed by the Hotel, and must pay an additional fee as follows: 50% of the Room Package Rate if checking out from after 12:00 to 18:00; 100% of the Room Package Rate if checking out after 18:00.

1.2.3. Upon completion of check-in procedures, the Guest shall pay the Room Package Rate for the entire period of stay as registered with the Hotel, regardless of whether the Guest checks out before the check-out time.

1.3. The above early check-in/late check-out fees shall be charged according to (i) Vinpearl’s Public Price when the Guest pays Vinpearl directly, or (ii) the contract/agreement price between Vinpearl and the Partner if the Partner is the payer.

1.4. Vinpearl will record the Guest’s facial image at check-in registration for management using Facial Recognition Technology. By agreeing to check in, the Guest is deemed to have been notified by Vinpearl of this and to agree that Vinpearl has the right to use the Guest’s image as provided in Article 9.

ARTICLE 2. BOOKING POLICIES

2.1. All Service Requests and the Guest’s/Partner’s Room Assignment List must be sent to Vinpearl by email or in writing before the Guest completes check-in procedures.

2.2. In all cases where a Guest (including an individual, a group or many different groups of Guests) books through a Partner to use the same villa (Villa) of Vinpearl, the Partner must ensure that:

2.2.1. The Room Package Rate is based on a default of 02 adults in 01 hotel room or 01 villa bedroom if not mentioned in the appendices relating to room rates.

2.2.2. The Partner has informed all Guests that they will share the villa with other customers who booked through the Partner;

2.2.3. All Guests have agreed and signed to accept sharing the villa and to be responsible for their personal property and other personal matters before completing check-in procedures.

2.2.4. Vinpearl is exempt from liability in resolving conflicts/disputes between Guests sharing a villa.

2.3. Regulations on accommodation:

2.3.1. The maximum number of Guests per hotel room (except for special cases explicitly stated) applies as follows:

a. Maximum 04 people in 01 bedroom including children under 04 years old: 03 adults & 01 child / 02 adults & 02 children.

b. Only 01 extra bed may be added per room depending on the policy applicable at each hotel.

c. A surcharge applies for children from 04 to under 12 years old and an adult surcharge applies for guests from 12 years old.

2.3.2. The maximum number of Guests per villa (Villa) applies as follows:

a. Each bedroom: maximum 02 adults and 02 children under 12 years old.

b. A surcharge applies for children from 04 to under 12 years old.

c. No extra bed in the villa, except for Vinpearl Luxury Nha Trang.

2.4. Special circumstances: in some special cases (including but not limited to: force majeure events, hotel upgrade or repair activities, etc.), Vinpearl has the right to relocate the Guest to another room type/Hotel of equivalent standard to the room type/Hotel that the Guest/Partner booked and that Vinpearl confirmed.

2.5. Information provided to the Hotel

2.5.1. Information provided before the arrival date

a. To ensure the Guest receives the best service quality from the Hotel and to ensure the Guest’s security, the Guest/Partner must provide the Hotel’s Reservation Department with:

(i) A list of all Guests (full name, date of birth, gender, ID card/citizen identity card, passport number, nationality, copy of temporary residence card):

+ Single Guest: Must be sent to the Hotel’s Reservation Department within the following deadlines from the date of receiving the booking confirmation, but no later than the no-charge cancellation deadline:

* Low season: 7 days

* High season: 15 days

* Peak holiday season: At the time of booking

+ Group Guest: Details as per the group contract.

(ii) Flight information and the expected time of arrival at the Hotel must be provided to the Hotel at least 05 days before the Guest’s arrival date in the case the Guest requests pick-up and drop-off service.

(iii) If the Guest/Partner fails to provide the booking list on time, Vinpearl has the right to cancel the booking from the system, refuse to apply the preferential Voucher price, and invalidate the Service Request, agreement or contract signed between the Guest/Partner and Vinpearl. In that case, Vinpearl will apply the Public Price at the Hotel on the day the Guest completes check-in procedures if rooms are still available, and the Partner shall be fully responsible for resolving the Guest’s complaints arising from the late provision of information.

(iv) Depending on the Service Request booked, if the service is Full-board, the meal order includes: dinner on the arrival day, breakfast, lunch and dinner on the following days up to breakfast and lunch on the Guest’s check-out day. If the Guest wishes to change the check-out day lunch to the arrival day lunch, the Guest/Partner must notify the Hotel’s Reservation Department at least 05 days before the Guest’s arrival date. The meal change applies only to Guests who complete check-in before 13:00 on the arrival day and complete check-out before lunch on the check-out day.

(v) Other special requests such as high-floor rooms, adjacent rooms, etc., will be provided depending on the Hotel’s availability at the time of check-in.

b. Change of information:

(i) Any change to meal information or additional services compared to the original Service Request must be sent to the Hotel’s Reservation Department and confirmed by the Reservation Department at least 05 days before the Guest’s check-in date. If the change is not confirmed in advance, Vinpearl has the right to simultaneously take the following measures:

+ Apply the Public Price at the Hotel on the day the Guest completes check-in procedures, and the Partner shall be fully responsible for resolving the Guest’s complaints arising from the late provision of information.

+ In the case of additional Guests (including children) without prior confirmation, the Guest/Partner shall pay a corresponding surcharge according to the Hotel’s Public Price table at the time of check-in. In the case the booking is made through a Partner, the Partner shall pay the surcharge directly or Vinpearl has the right to deduct the surcharge from any payment made by the Partner to Vinpearl.

(ii) The fee for changing the Guest’s personal information (including name, date of birth, gender, identity card, passport number, nationality, temporary residence card) after the deadline for the Guest to provide information before the arrival date at the Hotel: 350,000 VND/room/change. Changes due to illness, natural disaster or risks with a valid certificate shall not incur a fee.

2.5.2. Check-in procedures

a. The Guest must present an ID card or passport and/or a Birth Certificate for children, and be photographed at check-in for registration purposes; the Hotel will keep a copy of these documents. In the event the Guest cannot present the child’s birth certificate, the Guest/Partner agrees to use the child’s height to determine the child’s age, specifically as follows:

b. By agreeing to purchase and use Vinpearl’s services, the Guest agrees to allow Vinpearl to take and use the Guest’s image for statistical and accommodation management purposes. Vinpearl undertakes not to use/provide the Guest’s image to third parties (not belonging to Vingroup) for other purposes, except when required by a competent state agency or with the Guest’s prior consent.

c. The Guest must make a deposit at the time of check-in to secure additional Service Requests arising at the Hotel and/or other damages to the Hotel (if any) caused by the Guest during the stay. The deposit will be refunded by Vinpearl at check-out if no service is used and/or no damage arises to the Hotel. The deposit is made in cash, bank card or credit card with the specific deposit amounts as follows:

(i) Hotel room: 1.000.000 VND/room

(ii) Villa: 3.000.000 VND/Villa

Vinpearl has the right to refuse to provide the Service if the Guest does not make the deposit as required above. In the case the booking is made through a Partner, the Partner is responsible for making the deposit on behalf of the Guest if the Guest does not make the deposit to Vinpearl. If the Partner does not make the deposit as required, the un-deposited room will be handled under the No-Show policy provided in these General Terms and Conditions.

2.5.3 Airport pick-up and drop-off service:

a. For Hotels that provide free airport pick-up and drop-off service, no cancellation fee applies to this service.

b. For Hotels that provide chargeable airport pick-up and drop-off service, detailed information on the vehicle type, usage fee, cancellation fee, etc. is provided in advance in each Hotel’s booking confirmation.

c. For private car bookings, the flight number and flight time must be provided to the Hotel at least 05 days before the check-in date so the Hotel can arrange the pick-up and drop-off. If there is any change or the pick-up/drop-off request is cancelled, the Hotel must be notified at least 03 days (72 hours) before the check-in date. Any notice after this deadline is subject to a cancellation fee.

d. The airport receptionist will welcome the Guest at Vinpearl’s reception desk arranged in the arrival hall. Please look for the welcome name board or contact the airport reception desk via the contact phone number provided in the Service Request confirmation.

e. For the free drop-off shuttle service, the Guest is responsible for being present at the Hotel lobby 15 minutes before the departure time. In case of delay, the hotel bus will still depart for the airport to ensure it does not affect other Guests. A Guest who arrives late shall bear the cost of transport to the airport.

2.6. The booking contact information of each Hotel is specified in the Hotel information posted on the Website and at: https://vinpearl.com/en/contact