Booking confirmation policy

I. Booking confirmation

All Service Requests from Guests/Partners must be sent to Le Palmier Hotels & Resorts through www.lepalmier.vn, by email or in writing before check-in. Le Palmier Hotels & Resorts will confirm the booking/service to the Guest's registered email address.

Occupancy

Unless stated otherwise, the maximum number of guests per hotel room is:

• Up to 4 people per bedroom including children under 12: 3 adults & 1 child or 2 adults & 2 children.
• Only 1 extra bed may be added per room, subject to each hotel's policy.
• A child surcharge applies from 6 to under 12 years old, and an adult surcharge from 12 years old.

Special circumstances

In special circumstances (including but not limited to force majeure, upgrades or repairs to the resort), Le Palmier Hotels & Resorts may move Guests to another room type/hotel of an equivalent standard to the one booked and confirmed.

Information to send before arrival

To ensure the best service and security, Guests/Partners should provide the hotel's reservations team with:

• Flight details and expected arrival time at least 5 days before arrival, when airport pick-up or drop-off is requested.
• If this information is not provided on time, Le Palmier Hotels & Resorts may cancel the booking, decline voucher rates or decline to confirm the Service Request, agreement or contract. In that case the hotel's published rate on the check-in date will apply, subject to availability, and the Partner will be fully responsible for any guest complaints caused by the late information.
• Other special requests such as high floors or connecting rooms are subject to availability at check-in.

II. Check-in and check-out

Unless otherwise notified or confirmed by the hotel, the following applies:

These early check-in/late check-out fees are based on the hotel's published rate (including any promotion running at the time of payment) when paid directly to the hotel.

III. Cancellations and refunds

• When booking on www.lepalmier.vn, the cancellation/refund policy for each rate and promotion is shown on the website.
• “Non-refundable” means no refund applies if the Guest cancels or changes the Service Request.
• “Free cancellation before …” means the Guest may change or cancel the request before that date.
• The change/refund policy for the booking is also stated in the confirmation email sent to the booker after successful payment.
• To change or cancel a request for a refund, please contact the hotel's reservations team directly.

IV. Contact