HOUSE POLICY

Early check-in and late check-out fees

Check-in: from 2:30 PM
Check-out: by 11:30 AM
Reception is on site from 8:00 AM to 5:00 PM. Arriving after 5:00 PM? Palmera will send self check-in instructions via Zalo/WhatsApp.

First 30 minutes: free.
Minutes 31 to 60: 50,000 VND. Each additional 30 minutes (or part of it) adds 50,000 VND.
Early check-in: counted from your arrival time until 2:30 PM. Early check-in depends on availability, please let us know in advance.
Late check-out: counted from 11:30 AM until you check out.
Check-out before 5:00 PM: capped at 50% of the nightly rate.
Check-out from 5:00 PM to 8:00 PM: 80% of the nightly rate.
Check-out after 8:00 PM: 100% of the nightly rate.

Examples:

Check-out at 11:55 AM (25 min late): free.
Check-out at 12:10 PM (40 min late): 50,000 VND.
Check-out at 12:45 PM (1 h 15 min late): 100,000 VND.
Check-out at 2:30 PM (3 h late): 250,000 VND.
Check-out at 4:30 PM (5 h late): 450,000 VND, but no more than 50% of the nightly rate.
Check-out at 6:00 PM: 80% of the nightly rate.
Check-out at 8:15 PM: 100% of the nightly rate.
Check-in at 1:40 PM (50 min early): 50,000 VND.
Check-in at 12:00 PM (2 h 30 min early): 200,000 VND.

Check-in and check-out

Booking, cancellation and date changes

Payment (direct bookings)

Flexible rate: 50% deposit when booking, the remaining 50% at check-in.
Non-refundable rate: 5% off. 50% deposit when booking, the remaining 50% at check-in. The deposit is non-refundable except in force majeure cases.
Bank transfer: CONG TY TNHH DVDL STAYCATION HOI AN, Techcombank, account number 111357999.
Rates exclude VAT.
Booked via Booking.com, Agoda, Traveloka, Trip.com or Airbnb: the cancellation policy of that platform applies.

Flexible rate cancellation

Cancel 7 days or more before check-in: 100% deposit refund.
Cancel within 7 days of check-in: no refund, but you may move your stay once to a new date within 365 days (paying any price difference).

Force majeure (also applies to non-refundable bookings): storms, floods or severe weather with an official warning; flights cancelled by the airline; epidemics; illness or accident with a medical certificate. You may choose:

Free date change within 365 days, or
100% refund if you cancel at least 7 days before arrival.

Holidays: New Year, Lunar New Year (Tet), Christmas, 30 April, 1 May and 2 September. Bookings on these dates are non-refundable and cannot be rescheduled, except in force majeure cases.

Guests and extra guest fees

Vietnamese guests: Citizen ID (CCCD), ID card, level-2 VNeID account or a valid passport.
International guests: passport with a valid visa (or visa exemption).
Children: a photo of the birth certificate to confirm age.
Palmera registers your stay with the local police on your behalf, as required by law.

Documents at check-in

Pool View Studio, Studio Balcony Urban View, Studio Bathtub & Balcony Pool View, Suite Bathtub & Balcony: up to 2 adults + 1 child.
Apartment Family 2BR City View: up to 4 adults + 2 children.
Penthouse Private Pool: up to 2 adults + 2 children, or 3 adults.
Children: under 12 years old.
Extra guests: 200,000 VND per adult per night, 100,000 VND per child per night. Please let us know in advance so we can prepare bedding.

Property and damages

Your documents are used only to register your stay as required by law and to contact you during your stay. Palmera does not share them with third parties other than the authorities. You can ask us to delete the photos after check-out via Zalo 0775 597 775.

Please lock the door and switch off the power when you go out, and tell Palmera right away if you lose your key card.
Please keep your valuables safe.
Damaged or lost items: compensation at actual value, with photos and a receipt confirmed by the manager.

Personal data

House rules

No smoking in rooms or indoor areas, including e-cigarettes and heated tobacco.
No pets.
No weapons, flammable or explosive items or illegal substances; no gambling of any kind.
Quiet hours: no speakers after 9:00 PM, no visitors after 10:00 PM, no high-powered speakers. Violation: 500,000 VND per time.
Please cook only in your room's kitchen.

By paying a deposit or making a payment, you confirm that you have read and agree to this policy. Guests are legally responsible for any violation of the rules above.

Contact

Address

21 Trang Keo 4, Hoi An Tay Ward, Da Nang City

CONG TY TNHH DVDL STAYCATION HOI AN.

Tax code: 4001209724

Account number: 111357999

Bank: Techcombank (Vietnam Technological and Commercial Joint Stock Bank)

Phone & email

0775 597 775 | Zalo | WhatsApp
palmera.hoian@gmail.com