Cancellation, modification &
Refund

Scope of application

• The policy below applies to bookings under normal flexible conditions, excluding Holidays/Tet, promotional programs, special rates, or bookings with specific conditions disclosed before customer confirmation.

Cancellation

• Cancellation request 03 days prior to the check-in date: 100% refund of the refundable amount according to the booking conditions.

• Cancellation request within 03 days up to the check-in date: a fee equivalent to 01 night's stay will be charged.

• No-show: 100% of the total booking value will be charged.

Modification of length of stay

• Shortening the stay: customers must provide written notice 02 days prior to the new departure date; room rate adjustments are made according to the booking conditions and CityHouse's confirmation.

• Extending the stay: subject to room availability and rates at the time of extension.

• Changing dates, room types, or accommodation facilities may alter the price and is subject to availability.

Refund

• The refund amount is determined based on the cancellation/modification conditions of the booking.

• Estimated refund processing time: 5-15 working days from when the refund request is confirmed eligible.

• The actual crediting time depends on the bank, card issuer, or payment intermediary.

In case CityHouse cannot provide services

• If CityHouse cannot provide the confirmed service due to reasons on CityHouse's side, CityHouse will contact the customer to propose a suitable alternative or process a refund for the unprovided service portion, depending on the case.