Policy

Check-in & Check-out Policy

Check-in / Check-out Time

Late Check-out Fees

Early Check-in Fees

Note: Early check-in and late check-out are subject to room availability and must be confirmed in advance by Eden Star.

Payment & Confirmation

Full payment 100% of the total room charge is required to ensure the reservation is securely held.
Payment must be made immediately upon confirmation and submission of the booking.
A confirmation email will be sent after the system has recorded the booking request and the corresponding payment.

Taxes & Service Charges Policy

Room rates are quoted per room per night and include a 5% service charge and VAT.

Room Availability

Cancellation Policy

Non-refundable Policy

Free Cancellation Policy

There is no fee for cancellation or amendment if notified at least 5 days prior to the check-in date.
Booking for new dates is subject to real-time availability, pricing, and any applicable restrictions.
You will be charged the total amount if you cancel in the 5 days before arrival.

Check-in Date Change Policy

If guests submit a request to change the check-in date at least 3 days prior to the scheduled arrival date, Eden Star will support the adjustment, subject to room availability at the time of the request.
In case of cancellation or amendment, the full payment will be charged.

Refund Policy

Any refunds will be processed via the same payment method used for the original transaction.
After the booking is cancelled, Eden Star will notify the guest of the service details, any applicable charges, and the refundable amount (if any).

No-show Policy

No cancellation notice or no-show: no refund will be issued.
If the guest does not complete the check-in procedure on the scheduled check-in date, it will be considered a no-show, and 100% of the total booking cost will be non-refundable.
In the event of a no-show, the reserved room will no longer be held and will be handled in accordance with the check-in and room release policy stated in the booking confirmation email.

Stay Extension Policy

If guests wish to extend their stay, room rates at the time of extension will apply.
Rates are subject to change depending on the period and actual room availability.

Children’s Breakfast Surcharge Policy

Children from 0 to 5 years old: Free breakfast when sharing with parents.
Children from 6 to 11 years old: 50% breakfast surcharge when sharing with parents.
Children from 12 years old and above: 100% breakfast surcharge when sharing with parents.

Guest Policy

Minimum age for check-in: Guests must be 18 years old or above. Guests under 18 years old are required to provide a guardian’s consent letter for handling any arising matters.
Extra bed (1.2m x 2.0m): VND 800,000 per bed.
Extra person surcharge: VND 800,000 per person per night.

Children Policy

Children under 6 years old: Free of charge (maximum 01 child per room).
Children from 6 to 11 years old: VND 350,000 per child per night (sharing the existing bed with parents).
Children from 12 years old and above: Considered as adults and subject to the extra person surcharge.

Other Policies