Compliant resolution process
In case of disputes (after the Customer has made a reservation), the Customer can lodge a complaint with us directly via hotline.
The Customer’s complaint will be received and forwarded to the responsible department within 24 hours and will be resolved as soon as possible.
Room change, date change policy
If the Customer wishes to change the check-out date or room, please contact our reservation department for assistance.
Room cancellation policy
Depending on the timing and different rate types, the cancellation policy may vary. Below is the basic cancellation policy, applicable when the cancellation policy is not mentioned in the reservation or on the online reservation page.
- If the Customer cancels the reservation before 7 days (off-peak season) and 10 days (peak season), 14 days (holiday season) prior to the scheduled check-in date, the full amount paid for the booking will be refunded.
- If the Customer cancels the reservation within 7 to 4 days (off-peak season) and 10 to 5 days (peak season), 14 to 7 days (holiday season) prior to the scheduled check-in date, a 50% penalty fee of the first night’s room rate will be charged.
- If the Customer cancels the reservation within 3 days (off-peak season) and 5 days (peak season), 7 days (holiday season) prior to the scheduled check-in date, the full penalty fee of the first night’s room rate will be charged.
- In case of no-show (Customer makes a reservation but does not show up), we will charge the full room rate penalty fee.
Refund policy
If the Customer has paid a deposit or the full room rate, but due to objective conditions cancels their trip, we will consider refunding the amount to the Customer. Refund procedures will depend on the regulations of each reservation. This refund will be officially notified to the Customer via email by our staff.
Refund time is within 21-30 working days depending on the bank.
Refund method: refund to the provided bank account or the charged card.
Refund fee: free of charge.
*Note:
We reserve the right to change conditions, cancel policies at any time without prior notice.
We are not responsible for compensating for indirect damages, date changes, room types… indirectly, incidentally or due to consequential effects or in cases of force majeure (natural disasters, wars…).