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Term & condition

CITYHOUSE

Booking Terms and Conditions

 

Welcome to CityHouse's online booking system. Please read the following terms carefully before completing your reservation. By making a booking, you confirm that you have understood and accepted these terms on behalf of all staying guests.

1. Definitions & General Provisions

  • Provider: CityHouse (hereinafter referred to as “We”, “Us”, or “The Hotel”).
  • Booking Channel: Official website cityhousebooking.com.
  • Agreement: The booking confirmation and these terms constitute a legal agreement between you and CityHouse.

2. Booking & Payment Process

  • Confirmation: Bookings are only valid after payment is completed. The system will send an automated confirmation email with a receipt.
  • Contact Information: You authorize the Hotel to contact you via Email/Phone regarding matters related to your stay itinerary.
  • Payment Methods: We accept VietQR bank transfers and credit card payments via Onepay.
  • Exchange Rate: All transactions are calculated in VND. The Hotel is not responsible for exchange rate fluctuations from your bank.

3. Pricing & Services Policy

  • Price Fluctuations: Room rates may vary depending on timing, availability, and current promotions.
  • Stay Standards: Rates apply to the standard number of guests for each room type. Surcharges apply for additional guests.
  • Exclusions: Food and beverage, laundry, and other personal incidental expenses are not included.

4. Cancellation & Amendment Policy

We apply a flexible cancellation policy as follows (except for Public Holidays/New Year or special rate programs with specific regulations):

Request Timing Applied Fee
More than 03 days (prior to check-in date) 100% Refund
Within 03 days (up to check-in date) Charge for 01 night stay
No-show Charge 100% of the total order value
Request Timing
More than 03 days (prior to check-in date)
 
Applied Fee
100% Refund
Request Timing
Within 03 days (up to check-in date)
 
Applied Fee
Charge for 01 night stay
Request Timing
No-show
 
Applied Fee
Charge 100% of total value
  • Early Departure: Must provide written notice 02 days before the new departure date.
  • Stay Extension: Subject to availability and current rates at the time of extension.

5. Stay Regulations

CityHouse strives to provide a comfortable and safe living space. Please comply with the following regulations to ensure the best stay experience:

5.1. Check-out Regulations

  • Standard Check-out Time: Before 12:00 PM (Noon).
  • Late Check-out: Please notify Reception in advance to check availability and surcharges (if any).
  • Unannounced Late Check-out Handling:
    1. Late check-out fees will be applied according to current price lists.
    2. Reception staff are authorized to enter the room to pack and move your belongings to a secure storage area.
    3. This process will be video recorded. CityHouse is not responsible for any loss or damage arising from unannounced late check-out.

5.2. “Do Not Disturb” (DND) Sign Policy

  • CityHouse respects your privacy. However, if a “Do Not Disturb” sign is displayed continuously for over 24 hours, we will contact you for a safety check.
  • Failure to allow periodic cleaning may affect room quality. The Hotel disclaims liability for stay quality complaints if services are refused for multiple days.

5.3. Prohibited Activities

  • Prohibited Substances & Dangerous Items: No pets, odorous foods, weapons, explosives, or substances prohibited by law are allowed in the building.
  • Smoking: Strictly prohibited inside apartments, elevators, and hallways.
  • Property: Do not move or take building property outside.

5.4. Important Notes

  • Asset Protection: Please keep valuables in the in-room safe or deposit them at the reception desk.
  • Safety & Conservation: Please lock doors and turn off electrical/water equipment when leaving the room.
  • Quiet Hours: Please maintain general order, especially after 10:00 PM.

5.5. Visitors & Occupancy Limits

  • Visitors: Must present ID (ID Card/Passport) to Security/Reception and be personally vouched for by the tenant.
  • Stay Limits after 10:00 PM:
    • 1-Bedroom Apartment: Maximum 02 people.
    • 2-Bedroom Apartment: Maximum 04 people.
    • 3-Bedroom Apartment: Maximum 06 people.
  • Surcharges: If occupancy exceeds the standard limit, a surcharge of 25% of the listed night rate will apply for each additional person.

Legal Liability: You are fully responsible under the law for any violations of house rules that result in personal injury, property damage, or serious consequences at the building.

6. Liability & Security

  • Damages: You are responsible for compensating for any damage to room equipment caused by your fault.
  • Security: CityHouse maintains accurate transaction records as the highest legal basis. We commit to protecting personal information according to our Privacy Policy.
  • Force Majeure: The Hotel is not responsible for incidents beyond its control.

7. Governing Law

Any disputes arising shall first be resolved through amicable negotiation. In case an agreement cannot be reached, the dispute will be settled by a competent court in Vietnam in accordance with current laws.