Terms & Policies

Payment Policy

There is one payment method available, allowing customers to choose the most convenient and suitable option:

Payment via bank cards (Visa, MasterCard, American Express, JCB, UnionPay). With this method, customers can make payments directly through the payment gateway integrated on our website.

Before booking and making payment, customers are kindly requested to review their reservation details.

Upon check-in at the hotel, customers have the right to inspect and request a room or service change if the provided room or services differ from what was booked on the website.

If you are not satisfied with the service, you may refuse to check in.

Service Pricing Information

The total amount payable on the website includes all applicable taxes and fees that customers are required to pay.

Eden Star Saigon Hotel is not responsible for any additional charges that may arise according to the policies of the card-issuing bank (if customers choose to pay via bank transfer).

The service prices listed on the website are the official prices provided by Eden Star Saigon Hotel for customers to reference and to make transactions directly on the website or at the hotel.

Eden Star Saigon Hotel reserves the right to change product/service prices on the website or discontinue one or more services at any time without prior notice (except for transactions that have already been completed or paid for).

Cancellation & Refund Policy

Cancellation Policy

Non-refundable Policy

In case of cancellation or amendment, the full payment will be charged.

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.

Private Policy

Purpose and Scope of Information Collection

Eden Star Saigon Hotel does not sell, share, or exchange customers’ personal information collected on the website with any third party.

The collected personal information will only be used internally within the company.

When you contact us to register for services, the personal information collected by Eden Star Saigon Hotel includes:

• Full name
• Address
• Phone number
• Email

In addition to personal information, we also collect service-related information such as:

• Product/service name
• Quantity
• Delivery time

Scope of Information Use

The collected personal information will only be used internally by Eden Star Saigon Hotel for one or all of the following purposes:

• Customer support
• Providing information related to services
• Processing orders and delivering services and information via our website as requested
• Sending information about new products, services, upcoming events, or recruitment if you subscribe to our email notifications
• Managing customer accounts; confirming and processing financial transactions related to your online payments

Data Retention Period

For personal information, Eden Star Saigon Hotel will only delete such data upon request from the customer.

Requests should be sent via email to: info@edensaigonhotel.com

Individuals or Organizations That May Access Personal Information

Entities that may have access to customers’ personal information include:

• EDEN HOTEL SAIGON COMPANY LIMITED
• Partners who have signed contracts to perform part of the services provided by EDEN HOTEL SAIGON COMPANY LIMITED

These partners will receive information in accordance with contractual agreements (partially or fully depending on the contract terms) to support users in using the company’s services.

Address of the Organization Collecting and Managing Personal Information

EDEN HOTEL SAIGON COMPANY LIMITED

• Address: 38 Bui Thi Xuan Street, Ben Thanh Ward, Ho Chi Minh City, Vietnam
• Phone: 0983 845 668 (Zalo)
• Website: Edenstarsaigonhotel.com
• Email: info@edensaigonhotel.com

Means and Tools for Users to Access and Edit Their Personal Data

Eden Star Saigon Hotel collects customer information through the website. Personal data is collected via service registration emails sent to: info@edensaigonhotel.com or through phone calls to: 0983 845 668.

You may contact us via the above email or phone number to request correction of your personal data.

Complaint Handling Mechanism

At Eden Star Saigon Hotel, protecting your personal information is very important. You are assured that the information you provide will be kept confidential. We are committed not to share, sell, or rent your personal information to any other party.

We only use your information in the following cases:

• Improving service quality
• Resolving disputes and complaints
• When required by law enforcement authorities

We understand that protecting your personal data is both your right and our responsibility. Therefore, for any questions or feedback regarding this Privacy Policy, or concerns about misuse of your personal information, please contact us via:

• Hotline: 0983 845 668
• Email: info@edensaigonhotel.com