- BOOKING REGULATIONS:
- All Customer/Partner Service Requests 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.
- 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 accommodate 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.
- Special cases: in some special cases (including but not limited to: force majeure events, upgrade activities, Hotel renovations, 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.
- 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, Customers/Partners need to provide the Hotel's reservation department with:
- Flight information and estimated arrival time at 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 Customer/Partner does not provide information on time, Le Palmier Hotels & Resorts has the right to cancel the reservation when the system refuses to apply the preferential price according to the Voucher, confirm the Service Request, agreement, contract signed between the Customer/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 Customer checks in if there are still available rooms, and the Partner will be fully responsible for resolving any complaints from the Customer arising from the late provision of information.
- Other special requests such as rooms on high floors, adjacent rooms..., will be provided depending on the availability of the Hotel at the time.
check in - Check-in and check-out regulations
- REGULATIONS FOR CHECK-IN AND CHECK-OUT
Unless otherwise notified and/or confirmed by the Hotel, the following check-in and check-out regulations apply:
| Policy | Surcharge | |
| Early check-in | Late check-out | |
| Before 6:00 am | After 18:00 | Surcharge 01 night for room rate |
| From 6:00 am to before 9:00 am | From 15:00 to before 18:00 | Surcharge 50% for 01 night room charge |
| From 9:00 am to before 2:00 pm | From 12:00 to before 15:00 | Surcharge 30% for 01 night room charge |
| Subject to room availability and Hotel approval. | ||
The above mentioned 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.
III. ROOM REFUND/CANCELLATION POLICY
- When selecting services through the Websitewww.lepalmier.vn, on the Website clearly states the refund/cancellation policy applicable to each price level and promotion program.
- 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.
- If the Website states “Free Cancellation Before…”, it means that the Customer has the right to change the information or cancel the Service Request before the noted date.
- The change/refund policy applicable to Guest Service Request cancellations is also stated in the Booking Confirmation email sent to the booker's email after successful payment.
- In case the Customer requests to change information or cancel the Service Request or request a refund, the Customer needs to contact the Hotel's Reservation Department directly according to the information in Mc 2.8 for support.
