Rights &
Obligations

Rights of CityHouse

• Require customers to provide necessary and accurate information to establish and fulfill bookings.

• Require customers to pay in full according to the booking conditions.

• Refuse or terminate service provision in cases disclosed in the Terms & Conditions and in accordance with the law.

• Apply reasonable regulations on security, safety, accommodation, and property protection at the facility.

Obligations of CityHouse

• Publicly disclose service information, prices, and transaction conditions clearly within CityHouse's control.

• Provide services in accordance with the booking confirmation, except in cases of force majeure or other publicly disclosed cases.

• Protect personal and payment information according to the privacy policy.

• Receive, process feedback/complaints, and coordinate dispute resolution.

• Notify customers of any changes directly affecting confirmed bookings.

Rights of customers

• Be provided with information about the accommodation, room type, price, payment conditions, cancellation/modification conditions, and applicable fees before confirming the transaction.

• Receive a booking confirmation after meeting the conditions of the booking order.

• Have the right to request support, provide feedback, lodge complaints, and request handling according to public policies.

• Have the right to exercise rights related to personal information according to the privacy policy and legal regulations.

Obligations of customers

• Provide accurate information and update it when there are changes.

• Pay in full, on time, and via the applicable methods.

• Check the booking confirmation, price conditions, length of stay, and promptly notify if any errors are found.

• Comply with accommodation regulations, security/safety regulations, and Vietnamese law.

• Be responsible for their own actions and the damages they cause in accordance with the law and the facility's legal regulations.