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Frequently
Asked Questions
Making a Hotel Reservation
Confirming a Reservation
Changing / Cancelling a
Reservation
Site Security & Privacy Policy
Prices & Payment
Miscellaneous
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Making
a Hotel Reservation |
How can your service make
the hotel rates so low?
Because we are the owner of some hotels and it is the success of
collaborate between us - hotels and effective use of
internet. We do not also charge any fee or commission of the
hotels and we work only through internet. It is understandable
since our philosophy is "we
are friends and we help the travellers to Vietnam".
And our rates are in USD
including all taxes and service charges, it means that
you can save money.
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How can I make a
hotel reservation?
Once you have selected a hotel, fill the booking
form and submit to us or request more information
directly through the web page. As soon we receive your
request we will check the
room availability at your requested hotel to confirm the
reservation. Afterwards,
you will receive an Email Reservation Confirmation as
Voucher from us, advising you of the details of your
booking and the total amount due.
We do not charge you
any fee for making a reservation. In certain instances the hotel
may require credit card details to guarantee the booking or if the hotel is nearing capacity,
they will request to prepay 8% of the total amount. Our
hotel staff
will inform you if this is the case. If the hotel in which you are
interested is not online, please let us know on
info@hotels-in-vietnam.com and we will try to get the details for
you.
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I do not want to make a reservation online, what can I do?
You can:
- Reserve by fax: You can send us a fax using our form at any of the following numbers:
Vietnam:
+ 84 (4) 824 3886
+ 84 (4) 828 1928 |
Germany:
+ 49 (30) 441 7786
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- Reserve by phone : +84 (4) 824 3887 / 828 1911
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What if the hotel that I selected is not available?
You will be notified via an e-mail or telephone (within 24 hours after placing your order) and
certainly you will not be charged anything. We will suggest you an alternative hotel.
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Can I make a
reservation directly through the hotel?
Yes, you can do that but we will not sure that the room
rates listed on
hotels-in-vietnam.com are available. If you would
like to make a reservation directly with the hotel you
will need to contact them directly.
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Whose name is the reservation made under?
The hotel's reservation is made under your name,
that you give us. You
can check-in with either a hotel check-in voucher or
your passport (showing the same name as when you fill
out our reservation form).
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Is a guaranteed reservation for a hotel room the same as
a confirmed reservation?
If you have not
paid for the reservation in advance or guaranteed it,
but have received a confirmed reservation from the
hotel, the hotel must keep a room for you unless you
haven't met the conditions of the reservation. For
example, it is common for a hotel to say, "We will hold
the room for you until 6:00 pm." or "We will hold the
room for you if we receive a written confirmation and
deposit by a certain date." If you do not fulfill these
obligations, then the hotel does not have to hold the
room for you. If you do meet your obligations and the
hotel doesn't have a room for you, it must do its best
to find you comparable lodging.
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Do I have the right to a particular hotel room?
Generally, no. A
hotel manager can put you anywhere or move you from one
room to another, as long as it is not done in a
discriminatory way. The only exception is if you've
reserved a certain room, like the honeymoon suite for
your honeymoon.
If it's crucial for you to have a particular room, make
sure the hotel management knows in advance and that you
receive written confirmation for your reservation of
that particular room. If the room you reserved is
occupied by other guests, the management may, but is not
obligated to, move those guests to another room. (A
hotel can satisfy its obligation to you simply by
providing a room comparable to the one you reserved.) If
the room is uninhabitable (say, a water pipe breaks),
then the hotel is excused from providing that particular
room.
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What happens when I make a reservation?
After we receive your booking request, we will send you
an Email Reservation Confirmation as Voucher or suggest
you alternative solutions if the hotel has been fully
booked within 24 hours.
Room confirmations are coordinated by
hotels-in-vietnam.com
travel staff for free
via e-mail within 24 hours. If you do not receive any
mail from us within 24 hours
after placing an order, please kindly contact us immediately
at
sales@vietnamstaying.com or
service@hotels-in-vietnam.com.
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What is a CONFIRMATION VOUCHER?
Once the room is confirmed, we will send you by email a confirmation voucher detailing all the reservation and price conditions. We invite you to make printout of this voucher to be kept and presented at the time of your check-in. Your voucher will be accompanied by a booking confirmation number, make sure to have it hand upon
your arrival.
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Do I need to confirm my booking with the hotel directly?
No. The Confirmation Voucher printed from the confirmation mail is all you need.
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Must a hotel honor my prepaid or guaranteed reservation?
A prepaid or guaranteed reservation is one where you
give the hotel a credit or debit card number and the
hotel promises to have a room for you no matter when you
show up, even if it's midnight or 3:00 am. If you have
a guaranteed reservation and the hotel does not hold a
room for you, the hotel has breached a contract and must
do everything it can to find you a room, even if that
means sending you to another hotel.
If you guaranteed
your reservation with a credit or debit card, the hotel
may be required under the terms of its agreement with
the card issuer to pay for your first night's stay at an
alternate hotel, to provide free transportation to the
alternate hotel as well as a three-minute phone call to
let your family or office know where you'll be staying,
and to forward all incoming calls to your new hotel. If
the alternate lodging is more expensive, the hotel
should pay the difference. Be sure to request these
services.
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Changing / Cancelling a
Reservation |
What is your
cancellation policy for hotel reservations?
For your convenience we will not charge you
anything in two stars hotels, so please kindly inform us at least before
24
hours if you have any cancellations.
Cancellations less
than 48 hours prior to your arrival in three, four and
five stars hotels , the hotels can charge you the amount
of the first night.
Please send us your cancellation request by
email to
hoalinhhotel@hn.vnn.vn or
service@hotels-in-vietnam.com or through our web page or
fax to our Headquarter +84 (4) 824 3886 or 828 1928
or direct to the hotel you have booked.
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If I want to stay more at your hotel, what should I
do?
Option 1: If you plan to stay at our hotel
longer, then inform us so you will eligible to stay at
our hotel with saving cost.
Option 2: If you really enjoy the trip to
Vietnam and want to extend the stay at our hotel, you
can contact the hotel directly, but we are not ensure
the low rate for you.
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Site Security &
Privacy Policy
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How safe are my credit card details?
For secure, we use Secure Socket Layers (SSL) to ensure
the privacy of the information provided to us and at no
time are your debit/credit card details transmitted
unencrypted over the internet. After your check-out day,
all of your credit card details will be deleted from our
database.
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What do you do with my personal information?
We have the utmost respect for your privacy and security. We never divulge any information in our fully encrypted database account to anyone without your consent.
After your check-out day, all of your information will
be deleted.
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Do hotels have a lot of rules?
This depends on where you stay and what you think a lot of rules is. Almost all
hotels ask guests to respect the rights of the other guests staying there and
there are some basic hotel customs that are a largely unwritten etiquette. As
for rules, you should ask each hotel upon check-in what is expected of the
guests but most hotels will let you know whether you ask or not.
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Are your
hotel rates per room or per person?
All of our listed rates are per room per night,
NOT per person
(unless otherwise specified).
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When do I need to pay?
You only need to pay when you check-out
for the room and other expansion.
But if you want to pay all the payment, you can transfer
the amount to our
bank accounts in Germany or Vietnam.
That will help you to save the bank fee if you pay by
credit card as well you need no to bring much cash for
travel.
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We have children go with us. How much you charge
more?
It is upon each of hotel's policy. But normally, Hotels do not charge
any more if the children under 12 year old sharing the
bed with the parents!
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Why do not you provide the reservation
by credit cards?
To reduce the service cost and prevent your security when using the credit cards we
do not require to charge the payment at
the time you make your reservation. We need only the
credit card information to guarantee your reservation. Other things to
implement our philosophy of "trust" is that, we wait for you to come at our
hotels once you have confirmed your stay, so you still
keep money until the day you visit our beautiful land -
Vietnam.
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Can I pay by Credit Cards or
Traveller Cheques?
Yes, Credit Cards and Traveller Cheques are accepted to pay in all hotels
but you maybe have to pay a bank fee of 2 to 4% for paying by some type of
credit cards.
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How can I go your hotel from airport. Do
Hotels provide the pick-up service?
You can go to hotel by bus or taxi. So if you have a request,
we will pick you up at the airport. The standard price
is US$ 10 (4 seats), and US$ 15 (12 seats car). There
are many Hotels , that have the same name, so you must
pay attention to the exact address of hotel.
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Can I book a
tour at the hotel?
Yes, you can easily book a tour or have free tour
information at the hotel.
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Do I have a right to privacy in my hotel room?
If you are using
your room in a normal way, not engaging in illegal acts
or disturbing other guests, then you have a limited
right of privacy in your room. But if the hotel
management believes that you are carrying out illegal
activities (such as dealing drugs), it is entitled to
enter and search your room, even without your
permission. The hotel management cannot, however,
authorize the police to search your room without your
permission or a search warrant.
The hotel management also has the right to enter your
room to clean or perform needed maintenance, or if
necessary, to stop you from disturbing other guests (for
example, if you are playing the television very loudly)
or destroying hotel property.
It is generally considered a violation of your privacy
if the hotel tells an outside person the number of your
room. The hotel can tell an inquirer whether you are a
guest at the hotel and connect any caller to your room.
If you wish to maintain complete privacy, you must make
it clear to the management that you are not to be
contacted by anyone and that no one is to be told
whether or not you are staying at the hotel.
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Where do I keep my belongings?
Backpacks containing non-valuable items such as clothes
and toiletries are usually left in the room. Valuables
such as cameras, passports, mobile phone and money
should always be safeguarded. All Hotels will have a
safe storage area and many larger city Hotels will have
lockers in the rooms for your backpack. Theft is
relatively uncommon in Hotels but it would be nice to
keep it that way. Either keep valuables with you or
place them in the hotel's safekeeping facilities. If you
do have something stolen, report it immediately to the
management! While Hotels are not responsible for lost or
stolen items, you will be helping in the effort to catch
thieves.
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Is the hotel responsible if my belongings are stolen?
Traditionally,
Hotels were liable for virtually all loss or theft of a
guest's property. Today, however, most cities limit a
hotel's liability if it takes certain steps to protect
your belongings. For cash, jewelry and other valuables,
a hotel is required to provide a safe. Most cities
require that the hotel tell you that the safe is
available, that the hotel has limited liability for
valuables left in the safe and that the hotel may have
no liability if you do not place valuables in the safe.
The limitation of liability also includes a limitation
for clothing and other personal goods you bring to the
hotel. While you are not required to check expensive
suits or mink stoles at the front desk as valuables,
clothing and expensive luggage often exceed the amount
of the hotel's maximum liability.
Generally,
these limited liability laws were passed to protect Hotels from forces beyond
their control, such as fire or theft. If the hotel fails to use reasonable care
to protect your valuables (for example, it leaves the safe unlocked), it will
probably be liable for the full value of your loss.
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What is Hotel Rating
form?
We also encourage you to send us a note upon your
return from your trip and submit a
Guestbook Form for the hotel(s) you stayed at. Your
hotel's Review will be shown at
our guest book page.
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Is the hotel responsible if I am the victim of a crime
at or near the hotel?
A hotel cannot be
held liable for crimes committed on or near the hotel
premises unless it should have anticipated the crime
(for example, the hotel is in a very high crime area)
and could have prevented it, either by providing
sufficient warnings or taking better security measures.
In such situations, the hotel's general duty to warn you
about dangerous conditions may extend to a duty to warn
about crime in or around the hotel. Furthermore, the
hotel's actions -- such as failure to install proper
locks on windows and doors, provide adequate lighting in
parking areas or take adequate measures to ensure that
passkeys are not used by criminals -- may make the hotel
at least partially liable.
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I paid a lot for a hotel room that fell way short of my
expectations. Do I have any recourse in a situation like
this?
Sometimes you may
find yourself in a hotel room that looks nothing like
the one described to you or pictured in an advertisement
or brochure. If the advertisement or description was
intentionally deceptive, the hotel may be guilty of
fraud. The law generally allows a limited amount of
exaggeration, or "puffing," in advertisements, but it
does not allow intentional deception. When you find
yourself in such a situation, your best bet is to talk
to the manager immediately -- the manager may be able to
reduce your room charge or move you to a better room.
If your hotel room is unclean or unsanitary, report it
to the manager and the housekeeping department
immediately. If they are unable to clean your room to
your satisfaction, request a new room or a refund.
Should you end up in a serious dispute over the
cleanliness of a room, the health and safety codes for
the city or state where the hotel is located may provide
the best support for your argument. Report any serious
violation to local health authorities, not only to
bolster your claims, but as a service to future guests.
Take photographs of the offending conditions if you can.
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Please feel free to contact us
hoalinhhotel@hn.vnn.vn or
service@hotels-in-vietnam.com for more information.
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