General Terms and Conditions

General Terms (“Terms and Conditions”) This policy applies to Guests and Business Partners using or calling for services at Le Palmier Hotels & Resorts, and other brands owned, managed and/or operated by Le Palmier Hotels & Resorts (if any) in the future. ("Hotel). The Guest/Partner and Le Palmier Hotels & Resorts are referred to individually as "Beside" and collectively called “The Parties”.

Guests/Partners agree and acknowledge that by sending the Hotel a request for a reservation, event request and/or additional services (collectively referred to as “Service Request”) and having the service confirmed by Le Palmier Hotels & Resorts, the Guests and Partners have read and accepted the Terms and Conditions, General Regulations. (“QDC”) and changes to the Terms and Conditions and the Regulations at each location are posted on the official website of Le Palmier Hotels & Resorts at www.lepalmier.vn (“Website”) as well as service supply policies and service quotes announced and provided by Le Palmier Hotels & Resorts.

The T&Cs are an integral part of the contract, agreement on the provision, use of services or Service Request confirmed between Le Palmier Hotels & Resorts and the Guest/Partner. ("Contract").

Article 1. General definitions of accommodation services, Enterprises, Customers, terms used in transaction agreements between Customers and enterprises

1. 1. “Le Palmier Hotels & Resorts” means the hotel and resort brand established and managed by Dong Tay Hospitality Joint Stock Company, a member company of Dong Tay Group.
   2. "Partner" is a travel agent/tour operator/business/organization, individual entering into a Contract with Le Palmier Hotels & Resorts.
   3. "Guest" is an individual using Le Palmier Hotels & Resorts' services for direct consumption purposes, not for resale to other individuals or organizations.
   4. “A” understood as Adults. “C” understood as Children.
   5.  “Published Price” are room rates and service prices listed at the Hotel and on the website of Le Palmier Hotels & Resorts. www.lepalmier.vnRoom rates may change daily.
   6. “Room Package Price” is the price for a night's stay including the services listed in the corresponding Room Package.
   7. Service" including accommodation services, event parties, or other additional services that Le Palmier Hotels & Resorts provides from time to time such as transportation, meals, entertainment services...
   8. "Workday" is from Monday to Friday every week, except holidays and legal holidays.
   9. “No-Show” is the case where the Guest does not arrive to check in until 23:59 on the check-in date or at another time during the stay as notified by the Guest/Partner and Le Palmier Hotels & Resorts will return the room to the available room fund for sale after this time without notifying the Guest/Partner if the Guest is not present and does not check in.
   10. "QDC" are the regulations that Guests must comply with during their stay and use of Services at the Hotel and may be amended and supplemented by Le Palmier Hotels & Resorts at any time and posted on the Le Palmier Hotels & Resorts Website.
   11. “Total Price” includes the total Room Package Price for the entire stay and any additional services other than those listed in the Room Package.
   12. “Voucher” is a prepaid Service purchase card/voucher existing in physical or electronic form issued by Le Palmier Hotels & Resorts to record the right to use the Room Package for the Voucher owner. The use of the Voucher must comply with the GDC, GKC and detailed regulations on each Voucher.
   13. “Website” is the official website of Le Palmier Hotels & Resorts at https://lepalmier.209.jaysoft.dev
   14. “Payment Gateway” is the website's direct payment system https://lepalmier.209.jaysoft.dev/booking, through which Guests/Partners can make payments for selected rooms and services on the Website.

Article 2. Regulations on vouchers and use of vouchers (if used)

Unless otherwise agreed or Le Palmier Hotels & Resorts has a different policy, Customers using Vouchers must comply with the provisions of the Terms and Conditions, other conditions specified on the Voucher and/or the Service provision policy corresponding to the type of Voucher issued by Le Palmier Hotels & Resorts at the time of use by the Customer. The Voucher must be presented and collected at the time of check-in. In case the Voucher is not presented and eligible for use, the Customer must pay directly according to the Published Price at the time of check-in. The Voucher cannot be exchanged for cash or other services and can only be used once without refund. No change will be returned if the full value of the Voucher is not used. The Voucher cannot be used in conjunction with other promotions and cannot be used to accumulate points on the membership card. When used, the Voucher must be intact, not erased or torn or patched. Vouchers cannot be exchanged if lost or damaged. Apply 01 Voucher/01 bill. Vouchers cannot be exchanged for cash or Vouchers of lower value. If the service value is lower than the Voucher value, the Customer will not be refunded the remaining amount.

Article 3. Regulations on check-in and check-out

Unless otherwise notified and/or confirmed by the Hotel, the following check-in and check-out regulations apply:

Check-in time: 15:00 daily

Check out time: 11:00 daily

The above early check-in/late check-out charges will be calculated according to the Hotel's Published Rates (including promotional rates if applicable at the time of payment) when paid directly to the Hotel by the Guest.

Article 4. Room reservation and check-in policy

4.1. All Service Requests from Guests/Partners must be submitted to Le Palmier Hotels & Resorts in the form of a request from the Website. www.lepalmier.vn via email or text prior to the Guest's check-in. Le Palmier Hotels & Resorts will confirm the reservation/service sent via the Guest's registered email.

4.2. Accommodation regulations: The maximum number of guests per hotel room (except for special cases specified) is applied as follows:

• Maximum 04 people in 01 bedroom including children under 12 years old: 03A & 01C or 02A & 02C.
• Each room can only book 01 extra bed depending on the policy applied at each hotel.
• Child surcharge applies for children from 6 years old to under 12 years old and adult surcharge applies for guests from 12 years old

 4.3. Special cases: In some special cases (including but not limited to: force majeure events, price increase activities, hotel repairs, etc.), Le Palmier Hotels & Resorts has the right to move the Guest to another room type/Hotel with the same standard as the room type/Hotel that the Guest/Partner has booked and confirmed by Le Palmier Hotels & Resorts.

4.4. Information provided to the Hotel before arrival date: In order for Guests to receive the best quality of service from the Hotel and ensure their security, Guests/Partners need to provide the Hotel's reservation department with:

• Flight information and estimated arrival time to the Hotel must be provided to the Hotel at least 05 days prior to the Guest's arrival date in case the Guest requires pick-up and drop-off services.
• If the Guest/Partner does not provide information on time, Le Palmier Hotels & Resorts has the right to cancel the reservation from the system, refuse to apply the preferential price according to the Voucher, confirm the Service Request, agreement, contract signed between the Guest/Partner and Le Palmier Hotels & Resorts. In that case, Le Palmier Hotels & Resorts will apply the Published Price at the Hotel on the day the Guest checks in if there are still available rooms, and the Partner will be fully responsible for resolving any complaints from Guests arising from the late provision of information.
• Other special requests such as high floor rooms, adjoining rooms, etc., will be provided depending on the Hotel's availability at the time of check-in.

4.5. Change information:

• For Service Requests that are allowed to be canceled or changed: Any changes in information, meals, services arising from the original Service Request must be sent to the Hotel's reservation department at least a minimum number of days in advance to adjust the Service Request as specified in the Booking Confirmation and confirmed by the Hotel's Reservation Department. If the change is not confirmed in advance, Le Palmier Hotels & Resorts reserves the right to apply the Published Price at the Hotel on the day the Guest checks in and the Partner will be fully responsible for resolving any complaints from Guests arising from the late provision of information. In case of additional Guests (including children) without prior confirmation, the Guest/Partner will have to pay a corresponding surcharge according to the Hotel's Published Price list at the time of check-in.
• For non-refundable Service Requests: Service Requests marked “Non-refundable” in the Booking Confirmation are considered non-refundable and cannot be amended. If the Guest fails to arrive for the service at the time stated in the Service Request, the Booking will be considered a “No-Show” and the Hotel will not be liable for a refund for this Service Request.

4.6. Check-in procedure

• Guests are required to present one of the legal documents showing personal identification information as prescribed by law when checking in for registration purposes. The Hotel will keep a copy of these documents.
• Guests are required to present the Booking Confirmation or Booking Reference of the successfully paid Service Request on the Website. www.lepalmier.vn. In case the Guest cannot present the Booking Confirmation or the Booking Code of the successfully paid Service Request, the Guest needs to provide the booking information including the name of the person making the reservation, phone number, number of rooms booked... for the Receptionist to check the information on the System. In case the Receptionist cannot confirm the Guest's information, the Hotel has the right to refuse the Guest's Service Request.

4.7. By agreeing to purchase and use the services of Le Palmier Hotels & Resorts, the Guest agrees to allow Le Palmier Hotels & Resorts to take photos and use the Guest's image for statistical and accommodation management purposes. Le Palmier Hotels & Resorts commits not to use/provide the Guest's image to a third party (not part of Dong Tay Group) for other purposes except in cases where it is required by a competent state agency or with the prior consent of the Guest.

Article 5. Room refund/cancellation policy

5.1. When selecting services via the Website www.lepalmier.vn, on the Website clearly states the refund/cancellation policy applicable to each price level and promotion program.

5.2. If the Website states “No refunds for cancellations”, it means that the Room Package does not apply a refund policy if the Guest requests to cancel/change information on the Service Request.

5.3. If the Website states “Free cancellation before …”, it means that the Customer has the right to change information or cancel the Service Request before the stated date.

Article 6. Payment and refund terms (if any)

6.1. Customers/Partners after choosing services through the Website www.lepalmier.vn will fill in the information of the booker and pay the total price of the Service Request directly through the Website's payment gateway. After successful payment, the Guest/Partner will receive a Booking Confirmation email sent to the booker's email with detailed information about the confirmed Service Request.

6.2. The refund policy applicable to the Guest's Service Request cancellation request is noted in the Booking Confirmation email sent to the booker's email after successful payment.

6.3. In case the Guest requests to cancel the Service Request and request a refund, the Guest needs to contact the Hotel's Reservation Department directly for support.

Article 7. Website technical errors

7.1. Le Palmier Hotels & Resorts will use reasonable efforts to maintain the normal operation of the Website. www.lepalmier.vnHowever, Le Palmier Hotels & Resorts does not guarantee that (i) the functions and support tools provided on the Website will not be interrupted or error-free, (ii) the Website is not infected with viruses, malware or other harmful components, and/or (iii) all data provided on the Website is accurate and free of technical errors in the data creation process.

7.2. In the event of technical problems such as machine problems, software errors, internet transmission system errors, virus infection of the Website (“Technical Errors”) or errors in data posted on the Website such as price errors (“Data Errors”), Le Palmier Hotels & Resorts will make reasonable efforts to correct the Technical Errors or correct the Data Errors as soon as possible.

7.3. Le Palmier Hotels & Resorts reserves the right to refuse to perform transactions established:

• Due to Technical Error,
• On the basis of Data Error, and/or
• Being affected by Technical Errors and/or Data Errors does not depend on the source of those errors. For clarity, a data error is an error on the Website (e.g., price, terms) that a reasonable person would not consider to be normal.

7.4.In case of refusal to perform the transaction, Le Palmier Hotels & Resorts will notify you via the email you provided when booking the service, and refund the payment related to the refused transaction that you have paid to Le Palmier Hotels & Resorts within a maximum of 45 working days.

7.5. Apart from the obligation to refund the payment received as stipulated in Article 7.4, Le Palmier Hotels & Resorts shall not be liable for any loss or damage suffered by the Guest, whether directly or indirectly, arising from or related to Technical Errors and/or Data Errors.

Article 8. Repair and renovation

8.1. Le Palmier Hotels & Resorts reserves the right to carry out repairs, renovations or upgrades/perform periodic maintenance programs appropriate to the purpose of maintaining the best conditions for the Hotel. Le Palmier Hotels & Resorts reserves the right to make its own decisions on repairs and upgrades, but must notify the Partner/Guest in writing before embarking on major and lengthy upgrade projects that may affect the satisfaction of the Partner/Guest.

8.2. Le Palmier Hotels & Resorts shall not be liable for any claims, requests for losses and/or damages that the Partner/Guest will encounter due to renovation/upgrade after prior notice to the Partner/Guest.

Article 9. Force Majeure Events

Le Palmier Hotels & Resorts and/or Partners/Guests shall not be liable for any delay or failure to perform the Contract/agreement on the provision and use of services (except for payment obligations) or the rights and obligations of each Party as stipulated in the General Terms and Conditions if such delay or failure is caused by a Force Majeure Event. Force Majeure Events include but are not limited to: Storms, floods, earthquakes, wars, fires, changes in government policies and laws or other objective events.

Provided:

1. a. The Force Majeure Event is completely beyond the reasonable control or not due to the fault or negligence of the Party affected by the Force Majeure Event, although that Party has applied all necessary and possible measures to prevent, overcome or reduce the damage, causing delay or interruption, or suspension of the performance of obligations.
2. b. Unless otherwise advised by Le Palmier Hotels & Resorts in writing, the Partner/Guest shall still perform its obligations in a manner appropriate to the actual circumstances and shall take all reasonable measures to perform the tasks not hindered by the Force Majeure Event.
3. c. Within 03 (three) days from the date of occurrence of the Force Majeure Event, the Party affected by the Force Majeure Event must notify the other Party in writing, stating details of the Force Majeure Event, measures taken to prevent and remedy the damage, the expected remedy plan and resolution measures.

Article 10. Information security

10.1. The Partner/Guest and Le Palmier Hotels & Resorts undertake that, during the term of the Contract and after the Contract between the Partner/Guest and Le Palmier Hotels & Resorts ends, the Disclosing Party will absolutely keep confidential the confidential information (“Confidential Information”) of the Disclosing Party. Accordingly, the Disclosing Party shall not disclose the Confidential Information to any third party, directly or indirectly, under any circumstances, without the written consent of the Disclosing Party in the case specified below. For the purposes of this Article, Confidential Information is understood as information including but not limited to the terms of the Contract signed between Le Palmier Hotels & Resorts and the Partner/Customer, and/or information, data, documents created in connection with or arising from the performance of the Contract, information, data, documents provided by the Disclosing Party to the Disclosed Party in any form to perform the Contract. In addition, Confidential Information also includes but is not limited to information related to business secrets, technological secrets, trade secrets, knowledge or other information about or serving the financial and business marketing of the Disclosing Party.

10.2. The Confidentiality Obligation will be excluded if the Mt Information:

1. Has been widely disseminated to the public by the Disclosing Party;
2. Provided by the Disclosing Party to the Disclosing Party's employees, financial, legal consultants or contractors for the purpose of performing the Disclosing Party's obligations under this Agreement, provided that the Disclosing Party shall be responsible for and ensure that the subjects to whom the Confidential Information is disclosed comply with the confidentiality regulations as stated above;
3. Received by the Disclosed Party from a third party independent of the performance of this Agreement without any obligation of confidentiality; or
4. Required to be disclosed by any competent authority or any court of competent jurisdiction over the Disclosed Party.

10.3. The Disclosing Party agrees that any breach of this Confidentiality Obligation may cause irreparable harm to the Disclosing Party, for which the Disclosing Party shall be entitled to seek remedies to mitigate the damage and to compel the Disclosing Party to compensate the entire damage in an amount not less than the value of the Contract.

Article 11. Dispute resolution

The provisions of the General Terms and Conditions shall be governed by Vietnamese law. All disputes arising in connection with the request and use of the Services by the Partner/Customer as stipulated in the Contract and the General Terms and Conditions shall be resolved through negotiation. In case of unsuccessful negotiation within 30 (thirty) days from the date of dispute, the Parties shall have the right to bring the dispute to a competent Court in Vietnam in accordance with the provisions of the Law.
law

Article 12. Room reservation contact list