Terms applicable to each reservation
This policy applies to reservations made directly through CityHouseBooking.com, unless separate conditions are stated in your booking confirmation or rate plan.
For promotional rates, non-refundable offers, public holidays, Tet holidays, or peak periods, the amendment, cancellation, and refund conditions displayed at the time of booking and stated in the booking confirmation will take precedence.
“At least 03 days before arrival” means a minimum of 72 hours before the scheduled check-in time.
Subject to availability and the rate at the time of change
If you move to a higher room category, you must pay the difference between the two room categories based on the rate confirmed at the time of change.
If you move to a lower room category, the price difference may be non-refundable, depending on the rate conditions and when the request is submitted.
A room change is complete only after CityHouse confirms it through email or another official channel and any additional payment has been completed.
New dates must be checked before confirmation
Please contact the Reservations Team using the telephone number or support email published on the website. CityHouse will check availability for the requested new dates.
The request is subject to availability, the conditions of the original rate, and the price applicable at the time of change. You must pay any increase in price.
CityHouse may decline the request or propose another room category, property, or date range for your consideration.
Shortening a stay is treated as a partial cancellation. Any refund will be determined by the confirmed rate conditions and cancellation policy.
Charges depend on when the request is received
All amounts paid will be refunded. This does not apply to public holidays, Tet holidays, peak periods, or rates with separate conditions.
The cancellation charge equals the room rate for one night under the confirmed reservation. Any remaining balance will be refunded.
If you do not arrive and do not provide notice within the required period, the full amount paid will be non-refundable.
Submitting an incomplete request may delay processing. CityHouse will issue a cancellation confirmation by email or through another official communication channel.
Clear from confirmation through completion
After receiving and confirming a cancellation, CityHouse will notify you of the applicable charge and the refundable amount, if any.
Provide the booking reference, guest name, stay dates, and reason for the change or cancellation.
CityHouse will review the rate conditions and submission time, then notify you of the refundable amount.
Follow the instructions provided and submit the correct account holder name, account number, and receiving bank.
The processing period begins when CityHouse confirms the refund and receives all valid information. CityHouse does not charge a refund processing fee.
Review the conditions before confirming your reservation
If you book through an online travel agency or another partner, amendments, cancellations, and refunds are governed by that channel’s terms. Please contact the booking channel directly.
Separate conditions will be disclosed at the time of booking or stated in the booking confirmation.
Room rates may vary by date, room category, and property. CityHouse will disclose any difference before you confirm a change.
You are responsible for providing an accurate email address, telephone number, and bank account details so CityHouse can process the request.
Need help changing a reservation?
Please contact our Reservations Team and have your booking reference ready so we can review your request promptly.
Contact CityHouse
