HOW THE lotus.goldenlotushotel.vn WEBSITE WORKS:

• We directly provide services through the website lotus.goldenlotushotel.vn
• Other service providers are not permitted to offer services on the website lotus.goldenlotushotel.vn.
• We do not collaborate with any service providers (partners) on the website lotus.goldenlotushotel.vn.
• We collect fees directly from customers (buyers) via credit card; Cat Lam Service and Tourism Joint Stock Company (we) is responsible for issuing invoices to buyers/service users.
• We do not collaborate with other entities to provide services, nor do we collect fees or share profits.

GOLDEN LOTUS RULES & REGULATIONS
To ensure a safe and convenient stay for our guests during their time at the hotel, we invite you to review and comply with the following hotel regulations:
***** Guests are required to wear face masks when moving around the hotel premises. Exceptions include swimming (however, masks must still be worn when entering and exiting the pool) and dining at the Restaurant.
Due to the impact of the COVID-19 pandemic, temperature checks, handwashing, and luggage disinfection are mandatory requirements before entering the hotel.
Please present a passport with a valid entry/exit visa when checking in (ID card if you are a Vietnamese citizen).
It is strictly prohibited to bring prohibited items such as weapons, poisons, and other explosive materials into the hotel.
Pets (except for guide dogs) and strongly scented food items are not permitted in the hotel (please check with the front desk for specific exceptions).
All forms of gambling, drug use, and prostitution are strictly prohibited within the hotel premises. Guests will be held fully responsible under Vietnamese law and by the hotel for any violations.
Our hotel enforces a strict no-smoking policy (including e-cigarettes), and the use of candles, incense, as well as certain foods such as durian, mangosteen, seafood, and fish sauce is not permitted in guest rooms or within the hotel premises. Any violation of these requirements by guests will result in a compensation fee of 3 million VND for the cleanup of the affected room or area.
You are fully responsible for any damage to room facilities caused by you.
Valuables such as jewelry, cash, and personal electronic devices must be stored in the in-room safe or deposited at the front desk. The hotel will not be liable for any losses if you fail to comply with these regulations.
Visitors must register at the front desk. Visitors may only be registered between 8:00 AM and 10:00 PM. By law, no visitors are permitted to register between 10:00 PM and 8:00 AM.
In the event that reservation data does not provide sufficient details regarding visiting guests, guests arriving after 10:00 PM will be required to make a reservation at that time.
For security reasons, please do not change rooms or move room amenities to another room without notifying the front desk.
If you hear the fire alarm, please remain calm and evacuate via the nearest emergency staircase. Do not use the elevator in the event of a fire.
Check-in time is from 2:00 AM, and check-out time is before 12:00 PM.

COMPLAINT RESOLUTION PROCEDURE
In the event of a dispute (after the guest has made a reservation), guests may file a complaint directly with us via our hotline. Guest complaints will be received and forwarded to the responsible department within 24 hours and resolved as soon as possible.

ROOM CHANGE AND CHECK-IN/CHECK-OUT DATE CHANGE POLICY
If the Guest wishes to change the check-out date or switch rooms, please contact our reservations department for assistance.

CANCELLATION POLICY
Cancellation policies vary depending on the booking date and rate type. The following is the standard cancellation policy, applicable when specific cancellation terms are not mentioned in the booking confirmation or on the online booking page.
If a guest cancels the reservation at least 14 days prior to the scheduled check-in date, the full amount paid for the booking will be refunded.
If the Guest cancels the reservation within 14 days of the scheduled check-in date, we will charge a cancellation fee equal to the full room rate.
In the event of a no-show (the Guest books a room but does not arrive), we will charge a cancellation fee equal to the full room rate.

REFUND POLICY
In the event that the Guest has paid the deposit and fully settled the room reservation but must cancel the trip due to unforeseen circumstances, we will consider refunding the amount to the Guest. Refunds will be subject to the specific terms of each individual reservation. Our staff will officially notify the Guest of the refund via email.
The refund processing time is within 21–30 business days, depending on the bank.
Refund method: refund to the provided bank account or the card used for payment
Refund fees: free of charge.
*Note:
We reserve the right to change the terms or cancel this policy at any time without prior notice.
We are not liable for compensation for indirect, incidental, or consequential damages, changes in dates, room types, etc., or in cases of force majeure (natural disasters, war, etc.).