Accommodation policy

Reasons for Cancellation

We understand that various objective or personal factors may affect your travel plans at Palmera Hoi An. However, Palmera only applies the deposit refund policy in force majeure cases from the guest’s side, including:

For cancellations due to personal reasons, Palmera Hoi An is pleased to support guests by rescheduling the stay within the next 365 days, allowing you to enjoy your getaway at a more suitable time.

• Natural disasters or extreme weather conditions.

• Flight cancellations (due to airline issues).

• Epidemics or serious social issues.

Cancellation Policy

• Room bookings: Refund is applicable if the cancellation is made at least 7 days before the check-in date.

• Free rescheduling: Guests may reschedule free of charge within 7 days before the check-in date.

• Not applicable during Public Holidays or Tet (Lunar New Year) periods.

Check-in / check-out

• Check-in: from 2:30 PM – Check-out: before 11:30 AM. Early check-in or late check-out requests may incur additional charges.

• A valid passport or ID card is required for check-in and temporary residence registration. For foreign guests: passport and valid visa are mandatory.

Early check-in fees:
Before 6:00 AM: 100% of room rate - From 6:00 to 9:00 AM: 50% - From 9:00 AM to 2:00 PM: 30%

• Before leaving the villa/apartment, please settle all payments and return the room key to the management staff.

Occupancy Agreement

The number of staying guests must follow the booking confirmation:

Studio: Maximum 2 adults + 1 child

2-Bedroom Apartment: Maximum 4 adults + 2 children

Children under 6 years old must present a birth certificate for verification.

For any additional guests exceeding the standard capacity, please contact our staff in advance to arrange suitable accommodation. Extra guests are required to present valid identification.

Extra guest charges: 200,000 VND/adult, 100,000 VND/child

Late check-out fees:

– Until 3:00 PM: 30% of room rate

– From 3:00 PM to 6:00 PM: 50%

– After 6:00 PM: 100%

Property Care Guidelines

• Please follow staff instructions on how to use and care for villa equipment.

• Any lost or damaged items must be compensated at 100% of their current value.

• Staff are not allowed to request payment without the management’s approval.

• Please lock your door and windows when leaving the room.

• Inform staff if you lose your room key or misplace any belongings.

  Contact the management to protect your personal rights.

House Rules

• No weapons, toxic substances, or explosives allowed.

• No pets permitted inside the villa.

• No gambling or drug use—violations will result in full legal responsibility under Vietnamese law.

• Guests may cook in designated areas; smoking is not allowed inside.

• Please lock doors and notify staff if your key is lost or stolen.

• Guests are responsible for personal items.

• No unauthorized use of private property within the villa.

• No loudspeakers after 9:00 PM; no parties after 10:00 PM. Violation fine: 500,000 VND per incident.

• Clean and return the villa in good condition before 10:00 AM on checkout day; a 50,000 VND cleaning fee applies after that time.

Guests will bear full legal responsibility for any consequences or damages resulting from violations of the above regulations during their stay at the villa.