Booking process

You may search for and book accommodation online at CityHouseBooking.com.

• Select your stay dates and an available property.
• Choose the room category and number of rooms.
• Provide the required guest information.
• Select a payment method and complete payment as instructed.
• Receive your booking confirmation.

In some cases, CityHouse may assist with reservations by telephone or email.

Required information

You must provide accurate and complete information for the lead guest and/or other guests as requested, including full name, email address, telephone number, nationality, and other necessary details.

If online payment is selected, the system may request payment information appropriate to the chosen method. Information is handled in accordance with the CityHouse Privacy Policy.

Incorrect or incomplete information may affect the validity of the reservation or the check-in process.

Booking confirmation

After completing the booking process and payment, or confirming the payment method, you will receive a confirmation by email or message.

The confirmation will normally include the booking reference, property name and address, check-in and check-out dates, room category, number of rooms and guests, total amount paid or payable, and any included services.

Please review the confirmation promptly and contact CityHouse if you identify any errors.

Payment methods and timing

Accepted payment methods are displayed during the booking process. Depending on the rate plan and property conditions, you may be required to:

• Pay the full booking value when making the reservation.
• Pay a deposit at the time of booking and the balance at check-in.
• Pay the full amount at the property, where permitted by the rate plan.

The payment requirements and timing are displayed before the reservation is confirmed.

Room rates, taxes, and fees

Displayed rates are quoted per room, per night unless otherwise stated. Breakfast, additional services, taxes, and mandatory fees may or may not be included; the applicable inclusions are shown with the room and rate plan.

The total payable amount is displayed before confirmation. Minibar items, room service, paid amenities, compensation for property damage, and other incidental expenses are charged under the property’s applicable rules.

Check-in and check-out times

Early check-in and late check-out are subject to availability and may incur an additional charge. Please contact CityHouse in advance for confirmation.

Check-in requirements

The lead guest or representative must present valid identification, such as a Citizen Identity Card or passport. Identification for accompanying guests may also be required.

The property may request the booking confirmation, payment-method details, and a security deposit for incidental expenses. The deposit will be returned at check-out after any valid charges have been deducted.

Children and extra beds

Child policies, age limits for sharing existing bedding, extra-bed charges, and room occupancy vary by property and room category. Please review the information displayed during booking or contact Reservations for guidance.

Pets

Most properties do not allow pets. Where pets are accepted, the description will state the applicable conditions, which may include restrictions on type, size, number, or additional charges. Prior confirmation is required.

Booking amendments

Changes to dates, room category, guest numbers, or guest names are subject to availability, rate-plan conditions, and the property’s rules. If the new room category or dates carry a higher rate, you must pay the difference.

When changing to a lower room category, the difference may be non-refundable depending on the rate conditions and the time of the request. A change is effective only after CityHouse confirms it through an official channel.

Booking cancellations

For reservations subject to the standard cancellation policy:

• Cancellation at least 72 hours before the scheduled check-in time: 100% refund of the amount paid.
• Cancellation less than 72 hours before the scheduled check-in time: a charge equal to one night; any remaining balance will be refunded.
• Deadlines are calculated according to the property’s local time and the time CityHouse receives the request.

These terms do not apply to non-refundable rates, promotions, public holidays, Tet holidays, or peak periods with separate conditions disclosed at the time of booking.

Refunds

After confirming a cancellation, CityHouse will notify you of the applicable charge and refundable amount, if any. Refunds are made by bank transfer using valid account details supplied by the guest.

Refund processing takes 15–30 business days from the date CityHouse confirms the refund and receives all required information. CityHouse does not charge a refund processing fee.

No-show

A confirmed reservation where the guest does not arrive on the check-in date and does not cancel within the required period is treated as a no-show. In this case, the full amount paid is non-refundable.

Force majeure

If a natural disaster, fire, war, epidemic declared by a competent authority, or another event beyond reasonable control directly affects the reservation or stay, CityHouse will coordinate with the property to consider an appropriate solution.

Standard terms may be adjusted according to the circumstances, applicable government requirements, property conditions, and the policies of relevant service providers.

Information privacy

Personal and payment information is handled in accordance with the CityHouse Privacy Policy for the purposes of processing reservations, providing services, and improving the guest experience.

Guest support

For questions or assistance with a reservation, please contact the Reservations Team between 9:00 AM and 10:00 PM.

Policy updates

CityHouse may update this policy when necessary. The latest version will be published on the website. Changes will not affect rights already confirmed under an existing reservation unless required by law or agreed by the parties.

Acceptance of the policy

By completing a reservation through the CityHouse website or an official CityHouse channel, you confirm that you have read, understood, and agreed to this policy and the conditions applicable to the selected rate plan and property.