HOTEL POLICY

1. Booking:

• In order to validate your reservation, we kindly request written confirmation ( hotel confirmation letter, or email) for all bookings.
• To secure your reservation, a deposit in the form of cash, bank transfer, or credit card guarantee is mandatory.
• To secure your reservation, a deposit in the form of cash, bank transfer, or credit card guarantee is mandatory.

2. Check- in and check- out:

• Check-in time: 14:00
• Check-out time: 12:00
• Early check-in: All requests for early check-in are subject to room availability. 
• Check-in requirements: Guests must be at least 18 years old and present valid identification documents at the time of check-in.
• Late check-out: All requests for late check-out are subject to room availability. Checking out 12:00 and 15:00 on the same day will incur 30 percent room charge, between 12:00 and 17:00 on the same day will incur a half-day (50%) room charge, while checking out after 17:00 on the same day will incur a full-day (100%) room charge.

3. Credit card pre-authorization:

• The Palms reserves the right to utilize your credit card for pre-authorization either prior to or upon check-in for transaction verification purposes.
• Credit Card: By using your credit card, you acknowledge and understand the "Pre-authorization process" conducted by the card issuer bank. During the pre-authorization, a certain amount will be held by the bank, which will be released back to your card after check-out and settlement. The refund process may take at least 24 hours or up to 30 days, depending on the card issuer bank. If you encounter any issues with the refund process, please contact your card issuer bank for assistance.
• Debit Card: The Palms does not accept debit cards for pre-authorization purposes.

4. Payment:

• The room charges are to be settled in Vietnamese Dong at the time of check-in. Guests can make payment in cash, bank transfer, or by credit/debit card. The card used for payment must have a signature, and the cardholder's name must match the name on the identification documents.
• Accepted card types: VISA, MASTER, AMERICAN EXPRESS, JCB, UNION PAY, NAPAS.

5. Expenses incurred:

• Expenses incurred will be settled at the time of check-out or upon receiving a payment request from the hotel. To ensure coverage of any incidental expenses during your stay, a deposit or credit card guarantee will be required at the time of check-in.

6. Early check-out policy: 

• Should you choose to check out earlier than the originally reserved departure date; the hotel will impose an early departure fee equivalent to 100% night's room rate.

7. No show policy:

• Cancellation policies vary based on the type of reservation and rate plan selected. Please refer to the specific cancellation policy mentioned during the reservation process.

8. Children policy:

• At The Palms Hotel, we extend a warm welcome to children of all ages to stay with their parents or guardians.
• Children under 6 years old: Complimentary stay when using existing bedding.
• Children from 6 to 12 years old: An additional charge of 70,000 Vietnamese Dong per person when using existing bedding.
• Children aged 12 and above: Considered as adults and will be subject to standard adult rates (350,000  Vietnamese Dong per person).
• Please be careful don’t let the children draw on the wall, damage the facilities or urinating on the be. In case detected by our staff, the Hotel will charge compensation or surcharge to remedy depend on the nature of damage.

9. No smoking policy:

• To ensure the well-being of our valued guests and staff, as well as maintain a pristine atmosphere throughout the hotel, we kindly request that you refrain from smoking, including the use of electronic cigarettes, in bed room or all areas of the hotel premises. Please note that this policy applies to all indoor spaces, with the exception of designated smoking areas that are specifically arranged and equipped with ashtrays for your convenience. Failure to comply with this policy will result in a fine of 2,000,000 Vietnamese Dong.

10. Visitors policy:

• For the comfort and security of our esteemed guests, we kindly ask that all visitors present valid identification documents at the front desk upon arrival. If there is a desire for visitors to extend their stay beyond 19:00, we kindly request that you notify the front desk staff. Please note that as the registered guest, you are solely responsible for the conduct and actions of your visitors during their time on the premises.

11. Fire safety policy:

• All guest rooms and public areas are equipped with heat-sensing automatic sprinklers and fire alarm systems. Fire alarms, fire hydrants, fire extinguishers, and smoke ventilation systems are installed on all floors, including restaurants, lobbies, and meeting rooms. The Palms has two emergency exits, and we kindly request that you familiarize yourself with the posted evacuation diagram on each floor.
• Please refrain from bringing any flammable or explosive materials such as firearms, gasoline, oil, or any type of gas into the hotel. Cooking in the guest rooms is strictly prohibited.
• Cooking in the guest rooms is strictly prohibited

12. Accommodation policy:

• Guests are not permitted to transfer the room to a third party, even if the full payment for the room has been made.
• The following items and activities are strictly prohibited within the hotel and guest rooms:
• Pets and animals of any kind.
• Bicycles, skateboards, rollerblades.
• Unsanitary items and heavily scented food
• Weapons without proper authorization from the relevant authorities.
• Bulky items (please contact us for size and weight limitations).
• Hazardous materials, radioactive substances, and prohibited goods.
• Stimulants, narcotics, hallucinogens, addictive substances.
• In the event of a fire or explosion, guests must immediately activate the fire alarm and comply with fire safety regulations.
• Please refrain from hanging items or disposing of waste outside the windows or balconies.

• In order to protect the health and rights of our guests, external food items are not allowed to be brought into the hotel.

• Guest rooms must not be used for purposes other than accommodation, such as for office work, meetings, or exhibitions…
• Guests are not permitted to increase or decrease the number of occupants in the room without notifying the hotel.

• Guests are not allowed to rearrange or modify the existing room layout and design provided by the hotel.

• Please do not hang your clothes, other items and untensils out side the bancony to ensure the safety for others people and beauty of the hotel.

13. Property Liability:

• All guest rooms are equipped with in-room safes for your convenience. The Palms shall not be held responsible for any damage or loss of your personal belongings.
• The Palms shall not be held responsible for any damage or loss of your personal belongings in public areas such as the lobby, restaurants, corridors, etc.

• The Palms shall not be held responsible for any lost or forgotten belongings. If you discover any belongings left behind at the hotel, please contact us immediately.

• Found items will be kept in a secure location by The Palms Management for a maximum of 30 days and will be returned to you upon proper identification.

• The Palms shall not be held responsible if we are unable to reach you due to incomplete contact information provided (phone number, fax, email address).

14. Damage and compensation:

• You are responsible for compensation for any damage (including accidental or intentional) to the hotel's facilities caused by you or other people in your group at the price specified by the hotel.
• In the event that such damage is discovered only after you have checked out and left, The Palms reserves the right to use your credit/debit card information provided at check-in to collect a charge of.
• A room key card will be charged VND 100.000/card in case of damage or loss.

15. Parking:

• The Palms provides free parking for you during your stay. Due to the limited area, please register with us in advance when needed

• You can park your car free of charge in front of the hotel. The Palms will not be responsible if any damage or loss occurs.

16. Refusal of service:

• The Palms reserves the right to refuse service if you violate any provision of this Regulation.

• The Palms reserves the right to refuse service if the guest violates the rules during the previous stay by causing damage to the Hotel's facilities or harm to the property and health of other guests as well as staff or any action that affects the operation of the Hotel.

                                                                                                                 General Manager