BOOKING POLICY

Welcome to CityHouse Booking! We wish to inform you about the terms and conditions that apply when you make hotel bookings through our platform. By accessing and using our services to make a booking, you agree to comply with the regulations set forth in this policy.

1. Booking Process

You can search for and book rooms online via the website https://cityhousebooking.com/. The booking process includes the following steps: Select your stay dates and choose a hotel with availability, select the room type and number of rooms, provide customer personal information, proceed with payment (bank transfer), and receive booking confirmation. In some cases, booking assistance may be provided via our contact phone number or email.

2. Required Information for Booking

You are required to provide accurate and complete personal information (Full name, email, contact phone number, nationality, etc.) of the booking representative and/or all guests staying (depending on the hotel's requirements). Payment information (card number, expiration date, CVV code) will be required if you choose an online payment method. We are committed to protecting this information according to our privacy policy. Providing incorrect information may affect the check-in process or the validity of the booking.

3. Booking Confirmation

After completing the booking process and payment (or payment method confirmation), you will receive a confirmation email/message from us. This confirmation email/message serves as proof of successful booking and includes detailed information such as: Booking code, hotel name, address, hotel contact information, check-in date, check-out date, room type, number of rooms, number of guests, total payment amount (or amount due), and accompanying services (if any). Please carefully review the information in the confirmation email and contact us immediately if you discover any errors.

4. Payment

We support the following payment methods: [List accepted payment methods, e.g., Credit/Debit cards (Visa, Mastercard, Amex, etc.), Bank Transfer, E-wallets (MoMo, ZaloPay, etc.), Payment at the hotel (applicable to certain room types/bookings)]. Payment Timing: Depending on the room rate type and hotel policy, you may be required to: Pay the full booking value at the time of booking. Pay a portion (deposit) at the time of booking and the remainder upon check-in. Pay the full amount upon check-in at the hotel. Details regarding payment requirements and timing will be clearly displayed when you select a room type and confirm your booking. All online payment transactions are conducted through a secure payment gateway and comply with international security standards.

5. Room Rates and Fees

Room rates displayed on the website are per room per night, unless otherwise specified. Room rates may or may not include breakfast, accompanying services, or mandatory taxes and fees. Detailed information about what is included will be clearly displayed when you view room information and rate types. Mandatory fees (such as VAT, service charge) may be added to the displayed room rate or collected separately when you make payment or upon check-in at the hotel. We will endeavor to display the final total cost clearly before you confirm your booking. Other incidental charges incurred at the hotel (such as minibar, room service, use of chargeable facilities, property damage compensation fees, etc.) will be paid directly to the hotel according to the hotel's regulations.

6. Check-in and Check-out Times

Standard check-in time is usually after 14:00 on the arrival date. Standard check-out time is usually before 12:00 on the departure date. Early check-in or late check-out may be considered depending on the hotel's room availability on that day and may incur additional charges according to the hotel's regulations. Please contact the hotel directly or our support department to request and inquire about details.

7. Requirements Upon Check-in

Upon check-in, the main guest in the booking (or their representative) must present valid identification documents (such as ID Card, Citizen Identity Card, or Passport) for themselves and for other guests staying (if required by the hotel). You may also be asked to present your booking confirmation (printed or electronic) and/or the payment card used for the booking. The hotel may require a deposit (in cash or as a pre-authorization on a credit card) upon check-in to cover any incidental charges during your stay. This deposit will be refunded upon check-out if no incidental charges or damages occurred.

8. Children and Extra Bed Policy

The policy regarding children and extra beds varies depending on each hotel. Generally, children below a certain age (e.g., under 8 years old) may stay in the same room with their parents and use existing beds without extra charge. Requesting an extra bed or a room with an extra bed for older children or adults will incur additional charges according to the hotel's regulations. Please check the detailed information about the children and extra bed policy in the description of each room type or contact our support department for consultation.

9. Pet Policy

Most hotels do not allow pets. If a hotel has a policy that permits pets, this will be clearly stated in the hotel or room type description. Bringing a pet (if permitted) may come with specific requirements (size, number) and additional fees.

10. Booking Modification Policy

Booking modifications (changing dates, room type, guest name, etc.) may be allowed depending on the terms of the room rate you booked and the policy of each hotel. Changes may not be permitted or may incur additional costs based on the difference in room rates at the time of modification and processing fees for changes. Please contact our support department as soon as possible if you require a booking modification for specific verification and consultation.

11. Cancellation Policy

Cancellation policy and applicable fees vary depending on the room rate type you choose and the regulations of each hotel. Non-refundable room rates will not be refunded in any case of cancellation. For room rates that allow cancellation, the regulations regarding the free cancellation deadline and cancellation fees (if cancelling after the free deadline) will be clearly stated in your booking details. Please carefully check the "Cancellation Conditions" before confirming your booking. If you wish to cancel your booking, please do so through the cancellation function on the website/application (if available) or contact our support department.

12. Refund Policy

Refunds (if applicable) will be processed according to the Cancellation Policy stated above and your original payment method. After confirming refund eligibility, we will proceed with processing. The estimated refund processing time is 5 to 7 working days, depending on the procedures of banks/payment organizations and our internal processes. You will receive notification when the refund process is completed. We do not charge any fees for processing your refund.

13. No-Show Policy

If you have successfully booked and confirmed a reservation but do not arrive for check-in on the scheduled date without prior cancellation notification according to the policy, this will be considered a "No-Show". In the case of a No-Show, the hotel and we reserve the right to charge the full booking value, and you will not receive any refund.

14. Force Majeure

In cases of force majeure events beyond the control of both parties (Natural disasters, fire, war, epidemics as announced by competent state authorities, etc.) directly affecting the fulfillment of a booking or stay, we will coordinate with the hotel to find the best possible support solution for the customer. In such cases, the standard cancellation/refund policy may be subject to review and adjustment, but the final decision will depend on the specific circumstances and the policy of each hotel/government.

15. Data Privacy

We are committed to protecting our customers' personal and payment information in accordance with our Privacy Policy. Your information will only be used for the purpose of processing bookings and improving service quality.

16. Customer Support

If you have any questions, require support, or encounter issues with your booking, please contact our customer support department via: Phone: +84 876 25 35 45 Email: reservation@cityhouseapartment.com We are available to assist you during our working hours from 9:00 AM to 10:00 PM.

17. Policy Updates

We reserve the right to update or change this policy at any time. The latest version of the policy will always be posted on our website. Please check regularly for updates.

18. Acceptance of Policy

By completing the booking process through our website/application, you confirm that you have read, understood, and agreed to all the terms and conditions in this Booking Policy, as well as the specific terms applicable to the rate and hotel you have selected.

CityHouse 01/01/2025