Aseanrooms Booking Policy

01. General
02. Privacy Policies
03. Lowest price guarantee policies
04. Reservation Policies
05. Included & Excluded in your booking
06. Payment
07. Cancellation Policies
08. Amendments
09. Refunds
10. Check In/Out Time
11. Credit Card Decline
12. Type Room
13. Children
14. Transport
15. For Partner Operation




01. General
These Policy contain some exclusions and limitations of liability. If any part of the conditions proves to be invalid or unenforceable, the rest of the conditions will remain valid. The invalid or unenforceable condition will be deemed as supplanted by an enforceable and valid form conveying the same meaning. Any dispute will be governed by the law and jurisdiction of the Vietnam courts.
You agree that your use of this website does not imply that any partnership, joint venture, employment or agency relationship exists between you and Aseanrooms.

02. Privacy Policies
At AseanRooms, we understand and respect the importance of your privacy. It is our policy that personal information, such as your name, address, e-mail address or telephone number is private and confidential.

Accordingly, the personal information you provide is accessible only by designated staff and is only used for the purpose for which you provide the information (such as to book a hotel room). Personal information is not released to third parties, except if release is required by law, or is pertinent to judicial or governmental investigations or proceedings. There are no other circumstances under which we will provide or sell personal information to third parties.

03. Lowest price guarantee policies
All discounted rates booked through AseanRooms.com are guaranteed to be the lowest published rate. If there is a lower rate available for the same room, same dates and the same hotel, please contact us at info@aseanrooms.com within 72 hours of booking. Please ensure you advise us of the website details so we can investigate quickly.

We will either refund the difference, try to better the price or give you the option to cancel the reservations without any penalty. Our priority is to try and beat that price!
   
04. Reservation Policies
This is a prepaid discount reservation service. The special low rates are only available via the Internet for bookings paid in advance. Once we collect your payment you will receive a voucher valid for your stay at the hotel.

Advance Bookings (15 days or more before arrival)
If the booking is made more than 15 days in advance of arrival, a 5% non-refundable deposit will be collected to guarantee the reservation (minimum deposit is 500,000 VND, approx. US $30).
The remaining balance will become due and payable 15 days prior to arrival. You will then receive the voucher for your stay.

Bookings made within 15 days of Arrival
If the booking is made 15 days or less before arrival, we will ask you to pay the full amount at the time your booking is confirmed. Your voucher will be immediately available.

05. Included & Excluded in your booking
The basic accommodation cost includes the following:
- Accommodation, meals and any other services as stated on your accommodation booking voucher
- All obligatory accommodation establishment service charges and taxes.
- The quoted room rate is per room per night. The rate will reflect the number of persons you entered on the Search Form. It is for one person if you selected one person and it's for two people if you selected two people.
- Please note that rates quoted are only available for overseas guests and not permitted for local residents and citizens. Therefore, the hotel shall have the right to refuse OR reject the guests upon check-in if the guests are found out to be local residents and may be liable to pay a walk-in rate supplement upon check-in.
- Rates may be subject to change if the accommodation providers have different rates for different Nationalities of customers

The basic accommodation cost does not include:
- Transfers between airport and accommodation
- Excursions and other personal expenditure
- Additional charges for rooms, meals or under-occupancy in apartments that are not stated to be included in your booking. However, unless stated otherwise, all taxes and breakfast are included in the price. Effectively this means that the room rate quoted is the total price for the room, and taxes or service charge will not be added to your bill
- Charges that accommodation establishments or apartments may make for facilities such as cots, parking, minibus services, sun beds, sauna, tennis courts and equipment, porters etc.
Children
Child prices and other conditions relating to children are agreed upon with each accommodation provider and are not based on any one criteria; therefore, given that each accommodation provider applies its own special conditions and prices, we ask that you enquire about this point when making your booking.
Extra Beds
Some accommodation providers have twin or double bedded rooms that will accommodate a third bed. Details on any supplement and/or discount applicable where a third bed is to be occupied by an adult can be obtained from the accommodation provider. Accommodation providers may have no, or limited numbers of, extra beds so the ability to provide a third bed will subject to availability.
Any request for an extra bed must be made at the time of booking and if the accommodation is unable to meet any such request, neither Aseanrooms, nor the accommodation provider, will have any liability to you in this respect
Failure to honour the booking (No Show)
If, for whatsoever reason, you do not turn up at the accommodation on the arrival date stated on your accommodation booking voucher without prior warning to Aseanrooms ("a no show") this shall be considered a cancellation.

06. Payment
At the time of your booking request, the full quoted amount will be blocked / authorised on your credit card. Only when the booking is confirmed will the credit card be charged (for Instant Availability bookings this is at the time of the booking request). Payment transactions on the Aseanrooms website are encrypted by a secure payment system endorsed by some of the world's leading banks and our site is verified by Thawte.
This technically secure environment ensures that credit card details cannot be intercepted and are not revealed to anyone other than to financial institutions required to process payment instructions from the customer.
Our payment system currently accepts the following payment methods: Visa - Master Card
There is no charge, no fee to use our booking service for hotel reservations.
Read more Payment guide ...

07. Cancellation Policies
Our cancellation policy will apply only once your booking is confirmed. A confirmed booking is when we have advised you that the hotel room is available and you have secured your room reservation by providing us with your credit card details or by arranging a money transfer. Should it occur to you that for whatever reason you must cancel you booking, please do so as soon as possible.

How to cancel?
Cancellations must be made in writing, quoting the booking reference number, either by Fax to +84.8.2 680 690 or e-mail to info@aseanrooms.com and inserting the word "Cancel" in the subject line . The email must include the following details: Username, email address and first and last name used for the booking.
You may also use the reservation management interface at www.aseanrooms.com to submit a cancellation.

DO NOT CONTACT THE HOTEL WITH CANCELLATIONS
Any information given by the hotel in reservation matters does not affect any reservation made through our service. We will not be bound by any agreement made by you personally with any hotel staff or management. In any case, always request a fax confirmation about anything discussed if you contact the hotel.

Please note that your cancellation has been acknowledged and accepted only when you receive a cancellation confirmation. Proof of sending is not regarded as proof of delivery.

Subject to the above policy we, as agents for hotels, wholesalers, tour operators and other suppliers, reserve the right to levy a whole period or pro-rated room charge for cancellations where the hotel has stipulated this under their own cancellation and no show policy.

No-show and early check out
If a customer fails to check in at a hotel, the hotel will impose a no-show charge. No-show (failure to check in without prior message or cancellation sent to us) or early departure without prior notice to us is usually charged 100% of room revenue. This varies depending on the hotel. Most hotels normally charge a 1 night no-show charge but a few will charge for the whole booking period. Our reservations staff will negotiate to keep your no-show charge as low as possible.

Peak Season Policy (Applicable to all Reservations for December and January)
December and January are the peak tourist season in Vietnam, with many hotels at popular destinations fully booked. It's a suppliers' market and hotels can charge high deposits and cancellation fees. Please understand that we do not take advantage of this situation. All deposits and charges in these cases cover charges levied against us by the hotels. We will alway negotiate with the hotel and the hotel suppliers to refund as much as possible should you have to cancel a peak season reservation.

Before 60 days prior to check-in
We will refund the reservation amount minus a handling charge of at least five percent with a minimum charge of 500,000 VND (US$ 30).

Cancellations received between 30 and 15 days before arrival
As a rule, one night's room charge for all rooms is levied and we will refund the remainder. The charge may be higher or lower as the case may be.

Cancellations received less than 15 days before arrival
As a rule, three night's room charge for all rooms is levied. This amount might be higher or lower, depending on the destination and the hotel's policy.

Please not that these are the rule and we will always try to negotiate the best solution for you with wholesale suppliers and hotels. The policy is strictly applied for the peak days around Christmas and New Year. At the beginning of December and towards the end of January we can usually refund more.

Regular Policy (Applicable for Reservations for February until November)
Before payment
No charges are due until your booking is confirmed, that is, when you have secured your room reservation by submitting your payment.

Up to  15 days before arrival
If you cancel your confirmed booking anytime before the  15 days preceding your check-in, a charge of five percent (minumum 500,000 VND) of the paid amount will be retained as a handling charge and deducted from the amount refunded to you.

Within 15 days before arrival
If the cancellation is processed within the said  15 days but more than 7 days prior to check-in, the cancellation fee is usually five percent of the booking amount with a minimum charge of 500,000 VND (about US$ 30).

Within 7 days before arrival
If the cancellation is processed within seven days of arrival, we refund your payment on a case-by-case basis after deduction of the cancellation fee of five percent (minimum 500,000 VND) as stated above. The usual charge is one-nights accommodation for all rooms.

We will always try to refund as much as possible.  In the high season the case may be different and it might occur that your payment cannot be refunded. Due to our location in Vietnam we can negotiate with hotels and suppliers to always get the best solution for you in these cases.

After check-in date
After the check-in date, the no-show policy applies, i.e. if there is no prior notice to us, usually 100% of the room charge for the entire stay will be levied.

08. Amendments
Our amendment policy will apply only once your booking is confirmed. An amendment to the original reservation can be made subject to the availability of rooms, and you have secured your room reservation by providing us with your credit card details or by arranging a money transfer.

Alternatively, to amend your booking you can advise us by sending an email to info@aseanrooms.com and inserting the word “Amend” in the subject line. The email must include the following details: Username, email address and first and last name used for the booking.

There will be a handling fee of US$ 5 for the amendment, except the case that the amendment involves additional days or number of rooms booked. If the amendment results in a refund of payment (reduction of stay or number of rooms), a handling fee will be charged 5% of the amount to be refunded .

These charges may occasionally vary due to some hotels’s mendment policies during peak holiday or conference periods. In these cases our reservations staff will advise you by email the applicable amendment policy.

09. Refunds
Please note that refunds will be made in the form of a credit to your card account.
All credit card refunds will be processed in a timely manner. The refunds process is dependent on your billing cycle with the credit card company. Once the refund instructions leave our office it can take anywhere from 15-45 working days for the proceeds to arrive in your account.
For more information of the refund, feel free to contact us info@aseanrooms.com . 

10. Check In/Out Time
Normal policy of hotels displayed on our web site is for check in time from 2:00 PM (14:00 hrs.) and the check out time before Noon (12:00 hrs.).

11. Credit Card Decline
If the credit card you are using is not accepted by our bank for any reason, you will be given the option to enter the details of an alternative card within 36 hours. Otherwise, we may no longer be able to guarantee your reservation.

12. Type Room
Generally hotels tend to place their bedrooms within four different categories : Standard, Superior, Deluxe, Executive.

The actual differences between the bedrooms varies from one hotel to another, with executive being the highest standard of room.

Single Room: A single room is designed to accommodate one person only. The room contains one single bed or twin bed.
Double Room: A double room is designed to accommodate two people only. The room contains one queen bed or king size bed or if not available a twin bed.
Twin Room: A twin room is also designed to accommodate two people only. The room contains two single beds or if not available a king size bed.
Family Rooms There are two main types of family rooms, as follows :
Triple Room: A triple room is designed to accommodate three people only. The room will contain either: One queen and one single bed
Three single beds. Please specify which option you require when sending your reservation form.
Quad Room: A quad room is designed to accommodate four people only. The room will contain either: Two queen beds, One queen and two single beds, four single beds
Run of house (ROH): is the standard room offered by the hotel and is often available by different room type (single/double/twin).

Please specify which option you require when sending your reservation form. We can also assist you in seeking accommodation that can accommodate more than four people in a room. Please specify the number of people in your party when completing your reservation request form.

Note that all kinds of room category are on request and depend on room availability.

13. Children
The policy regarding child reductions varies from hotel to hotel. Where these discounts apply, they are passed on to you. This can be verified on the hotel booking detail screen where the booking total is confirmed prior to payment being taken.
Usually children under 12 years of age stay for free in their parent's room using the existing bedding. The age requirement differs depending on the specific hotel's policy. This may be listed on the Hotel Lodging page.
The general policy concerning room and breakfast charges for children traveling together with their parents or family is as follows.

Children more than 12 years of age: Any child this age is considered an adult by the hotel industry. Normal charges will apply both for the room and breakfast.
The child supplements will apply to children between the ages of 2-12 years (unless a different age range is specified). They only apply in twin or double rooms.

Child supplements will not be available if the child age is not specified at the time of booking and we will charge for three adults in a triple room if this information is not supplied.
Free cots for babies are only suitable for children under 2 years old.
Please be aware that some hotels, foreign and domestic, may have minimum age restrictions or requirements when reserving a room. Please inquire with the hotel directly.

14. Transport
If you require a transfer we will confirm the price and details by email, with prepayment by credit card. Please note that transfer cost is often much more than using a local taxi, due to the admin and greeting costs. The authorized public taxi stands at all major airports provide an economic method of transport to your hotel. Please ensure that you agree a price before commencing your journey or that the driver has set the meter.

If notification of cancellation is received 5 working days (not including Saturday, Sunday and public holidays) prior to arrival date, there will only be a 5% credit card processing fee of the airport transfer price. If notification of cancellation is received less than 5 working days (not including Saturday, Sunday and public holidays) prior to arrival date, the payment is non-refundable.

If you have any questions regarding our services or need more information please contact us at info@aseanrooms.com .Our reservations department operates 24 hours 7 days a week and we will be happy to assist you.