TERMS AND CONDITIONS

CHILDREN AND EXTRA BED POLICY

1. A cot for an infant is provided free of charge on prior request and subject to availability at the resort.
2. Children under 6 stay free of charge when sharing a bed with their parents; a maximum of one child per room stays free. Any further child is subject to the extra bed policy.
3. Extra beds are subject to availability at the resort; a maximum of one extra bed may be placed in each room.
4. Age is counted by year of birth, not by full date of birth. Children aged 12 and over are charged at the adult rate

CHECK-IN AND CHECK-OUT

Unless the Hotel gives notice and/or confirmation to the contrary, the following check-in and check-out rules apply:

1. Check-in from 14:00; check-out no later than 12:00 noon.
2. Early check-in or late check-out may be granted free of charge depending on room availability at the time of arrival and departure. If you wish to guarantee early check-in or late check-out with certainty, an additional charge (based on the published room rate) applies as follows:
3. Early check-in before 06:00: an additional 100% of the room rate for one day
4. Early check-in between 06:00 and 12:00: an additional 50% of the room rate for one day
5. Late check-out after 12:00 and up to 18:00: an additional 50% of the room rate for one day
6. Late check-out after 18:00: an additional 100% of the room rate for one day
7. Rules on checking in at reception: photographic identification is compulsory in order to check in. Please leave a deposit with reception on arrival of VND 1,000,000 per room per night against incidental charges outside the room rate; the deposit is refunded if you do not use the Hotel’s chargeable services.
8. Guests must present the booking confirmation or the booking code of a Service Request successfully paid for on the website www.royalhalonghotel.com. If the guest cannot present the booking confirmation or the booking code of a successfully paid Service Request, the guest must provide booking details — the name of the person who made the booking, a telephone number, the number of rooms booked and so on — so that reception can check the information in the system. If reception is unable to confirm the guest’s details, the Hotel reserves the right to refuse the guest’s Service Request.

REFUND GUARANTEE AND REFUND COSTS

Depending on the policy of each package, a cancellation request may be fully refundable, partly refundable or non-refundable. Please contact the reservations team at info@royalhalonghotel.com for specific advice and assistance.

CANCELLATION POLICY

Normal season:

• Free of charge: more than 5 days before arrival
• 100% of the booking value: 1 – 4 days

Public holiday season:

• Free of charge: more than 31 days before arrival
• 50% of the booking value: 30 – 21 days
• 100% of the booking value: fewer than 21 days

Peak season:

• Free of charge: 15 days before arrival
• 100% of the booking value: 1 – 14 days

HOUSE RULES

1. Guests must present one of the legal documents showing their personal identification number, as required by law, when checking in.
2. Guests may not bring into the hotel any weapons, radioactive materials, toxic substances, flammable or explosive substances, pets, or other goods prohibited by law or by the local authorities.
3. All forms of gambling, drug use and prostitution are strictly prohibited within the Hotel. In the event of a breach, the guest bears full responsibility before Vietnamese law and before the Hotel.
4. Guests must not smoke in the rooms or in public areas, except in the designated smoking area.
5. On checking in, please check the quantity and condition of the items in the room against the “Inventory of items in the guest room”. If anything is missing or damaged, please inform reception at once; the guest is otherwise fully responsible for any loss or damage occurring during the stay.
6. Valuables such as jewellery, cash and personal electronic devices must be kept in the in-room safe. The Hotel accepts no legal liability for loss of or damage to a guest’s personal property where the guest has not followed this rule.
7. Please ensure that relatives visiting you at the hotel register at reception and comply with the hotel’s house rules.
8. Guests must not use the bedroom for other purposes, such as a business office.
9. For security reasons, guests may not change rooms on their own initiative, or move equipment and furnishings from one room to another, without informing reception.
10. Guests must settle all bills and return the room key to reception before leaving the hotel.
11. Guests must comply with state and Hotel regulations on safety and on the prevention and control of epidemics.
12. Observe the safety rules while travelling in a vehicle within the Hotel grounds.
13. Behave appropriately in public areas: respect the first-come, first-served principle; give priority to pregnant women, people with disabilities and elderly or frail guests; do not make noise or shout; do not put your feet on the seats or behave in other uncivil ways in public areas; supervise children in public areas.
14. On leaving the room, the guest must ensure that (i) all electrical equipment has been returned to its original state; (ii) the room door is securely locked; and (iii) the room key is not given to anyone else.
15. Guests are not permitted to cook in the room and must strictly observe the Hotel’s rules on using electrical equipment for its intended purpose.
16. Do not bring strong-smelling food, drinks or fruit (durian, jackfruit, fermented fish sauces and the like) into the Hotel rooms.
17. Please observe the opening hours of the swimming pool at the property (these may change depending on the weather and the season). Guests who use the pool before or after opening hours (different properties may have different opening and closing times depending on location and season) do so entirely at their own risk and are responsible for their own health and safety, with no claim of any kind against the Hotel.
18. Please dress appropriately in the shared areas of the Hotel, particularly in public areas such as the lobby and the restaurants, out of respect for other cultures. Guests must never be nude, including children.
19. Complete any other formalities required from time to time by Royal Ha Long and by the local authorities responsible for accommodation management (if any).
20. The Hotel management may require a guest to leave the Hotel, without any refund, where that guest deliberately disregards and breaches the Hotel’s rules and regulations.
21. Noise rule: after 22:00, guests must not play the television or music through speakers at excessive volume, or speak too loudly, so that general order is preserved. Noise is regarded as excessive when other guests of the Hotel find it disturbing or unpleasant.
22. Complete any other formalities required from time to time by Royal Ha Long (if any).
23. For the prize-winning entertainment (Casino) service specifically, guests must meet the following conditions: hold foreign nationality and be over 18 years of age.