Terms and Conditions

Warmly welcome to your cozy home!

We are Tranquil Stay Hanoi based at 53 Cau Go Street, Hoan Kiem, Hanoi, Vietnam.

Hotline: +84 828297555 or Email us: info@tranquilstayhanoi.com

As your host, it’s our goal to make your stay as comfortable as it can possibly be.

Our mission is to help our guests create beautiful memories with our cozy home. For an optimal experience for us both, we’ve spelled out some house rules.

For any queries, please contact us at the above address, use our online forms, or call our customer service team at the hotline number, we also strongly advise you to take out your comprehensive travel insurance to cover cancellation costs and your stay in our Property. If you choose not to then you accept your responsibility for any loss that you may incur.

Thank you in advance. We truly appreciate appreciate your cooperation!

BETWEEN YOU AND US: To make it all clear, please read the following words will have the meanings given below

‘We, us, our’ the founders of Tranquil Stay Hanoi, run our apartment listed on our website:https:/tranquilstayhanoi.com

  • ‘Booking’ means your request to stay at the Property once it has been confirmed by us.
    ‘Check-in time’ is the date and time when the Property will be made available to you.
    ‘Check-out time’ is the date and time when the Property should be vacated by you as set out in the Booking.
    ‘Stay’ is the period of time when we provide the Property to you as set out in the Booking.
    ‘Party List is the list of people including you, limited to the maximum number notified with who will share the Property to be provided in Booking details
    ‘Property’ is the accommodation specified in your Booking.
    ‘Property Specific Terms’ specific rules applicable to a Property provided to you by us
    ‘You’ is the person (and members of your party) who stay at our Property.

THE CONTRACT BETWEEN YOU AND US: Booking is a contract between you and us.

  • When you submit a booking form to us, we are under no obligation to accept that booking.
  • We will provide you with written confirmation once we have, these terms and conditions become binding on you, us.
  • Once we have confirmed your Booking you will only be able to cancel in accordance with written emails to us. However, if you contact us, we may be able to extend your Stay, but this is subject to availability. Accordingly, we cannot guarantee that this will always be possible.
  • You are responsible for ensuring the details you provide on the booking form you submit to us are correct and whilst we will try to assist you, we cannot be liable for mistakes in that information of Party List prior to arrival
  • Every Booking has a reference number. Please quote this number in all correspondence with us relating to the Booking.
  • If you make a telephone booking, we will provide you with confirmation of the Booking via email which will be sent to you after the call.
  • You agree to arrive at or after the Check-in time for the Booking (unless you notify us otherwise and we agree the same in advance).
  • The Property will not be available at any time after the check-out time, and we may charge you a reasonable sum for any costs incurred if you have not left the Property: Not after 12:00.
  • You confirm that the person who makes the Booking must be over the age of 18.

PRICE AND PAYMENT

  • The price of your Stay including any Cautionary Deposit and any extras (e.g. pet fees) will be notified to you prior to your request to book being confirmed.
  • We will confirm the dates for payment and the price of your Stay at the time of Booking and you must ensure that you make the payments on time.
  • Payment may be made by debit card, credit card, or bank transfer.
  • No fee is applied for payment made by Visa/Master cards.
  • For credit card reservations, the same card(s) must be presented upon check-in at the respective Property.
  • Bank transfers must be in cleared funds by the deadlines for payment and in the currency shown in the Booking. Any bank or transfer charges shall be borne by you. Where VAT is chargeable, it is included in the sums given. If the rate of VAT changes before you have paid in full, we will be required to adjust the price of your stay accordingly. If you fail to pay any sums (including the Cautionary Deposit) by the due date we may either charge your debit or credit card for the amount owing plus an administration charge of at least USD20 or we may cancel your Stay and use any monies paid to cover the costs incurred by you breaching these terms and conditions.

CHECK-IN AND CHECK-OUT POLICY

You will be notified of the maximum number of people who are permitted in the Property and you may not exceed that number. No one other than the individuals listed in the Party List may stay in or (without our permission) visit the Property. A change of guests during the stay is subject to our permission.

Check-in time: from 14h00 -22:00

Check-out time: not later than 12h00.

Early check-in: subject to availability.

Late check-out: subject to availability

Please Note: Please inform us in advance for Over Stay!

  • 12:00 to 18:00 check-out: 30% Property surcharge subject to the Property availability upon your departure
  • After 18:00 check-out: 100% Property rate surcharge

YOUR STAY AND WHAT IS PERMITTED

You agree to take proper care of the Property and its contents during your stay and we may deduct costs from your Cautionary Deposit or you have to compensate equal value of the damaged, lost items. We will invoice you and charge your credit or debit card

we are not responsible for any transport and/or alternative accommodation costs or for loss or damage to any of your items, belongings, or vehicles.

  • No pets allowed.
  • You must clean your own dishes, otherwise, a $15 cleaning fee will be added to your booking.
  • Only the guests noted in the booking are allowed on the premises. A $30 charge will be added for every extra guest.
  • Shoes are not allowed to be worn inside the home.
  • You’re not allowed to smoke inside the home.
  • Please turn off the AC when you’re away.
  • No parties or events, no violence.
  • If you throw a party, an extra cleaning fee charge of $50 will be added to your booking.
  • You’re not allowed to eat in your bedroom.
  • Please refrain from making noise past 11 p.m

 

CAUTIONARY DEPOSIT

  • You will be informed of the amount of the Cautionary Deposit to be paid at the time of Booking.
  • The Cautionary Deposit must be paid one week before the Check-in time and fully paid on the check-in date. If your Check-in time is between the last Friday in December and the first Friday in January, the Cautionary Deposit will be due no later than the 18th of December.
  • The Property will be assessed after your Stay. If no loss or damage is discovered, we will provide you with a full refund of the Cautionary Deposit. Otherwise, if any loss or damage is discovered then you will be informed of the amount to be deducted from the Cautionary Deposit.

YOUR RIGHTS TO CANCEL

  •  Any cancellation must be in writing and will only be effective once we send written confirmation of the cancellation to you.
  • When we confirm your cancellation in writing we will provide you with details of what (if anything) is owed to you and any deductions we have made.
  • We strongly recommend that you take out travel insurance at the time of making the Booking with cancellation cover. Whilst we allow you to cancel your Stay, we cannot guarantee that we will be able to refund any part of the payments you have already made.
  •  If you are unable to travel to the Property for any reason or do not arrive on the day of Check-in without notifying us, this will be treated as a cancellation

Cancellation/Amendment Policy:

  • If cancellation/amendment is made 72 hours prior to your arrival date, no fee will be charged.
  • If cancellation/amendment is made within 72 hours, including reservations made within that time, 1st night of the Stay rate and tax will be charged
  • In case of a no-show, 100% of the Stay rate and tax will be charged.
  • Early Bird/Long Stay/Last Min/Package Rates are Non – non-changeable & Non – non-refundable.

 

REFUNDS

The refund process will take approximately 7 to 20 working days depending on the intermediary bank. Please notify us at sales@tranquilstayhanoi.com when you receive your money back.

OUR RIGHT TO CANCEL

We may have to cancel a Booking prior to the Check-in time due to an event outside our control (such as fire, flood, failure of utilities, or legislation) or if the Property will be unavailable as a result of a sale and we will contact you as soon as possible to let you know if this happens. We will try and arrange alternative accommodation in a property in our portfolio of similar facilities and prices and, if this is not possible, you will be entitled to a full refund, only where we cancel because we are not permitted to have guests at the Property.

We reserve the right to cancel any Booking without notice if we are notified of any fraud, violence, or illegal activities associated with the payments received.

LIABILITY

Our liability is not limited for:

  • Death or personal injury caused by the negligence;
  • Fraud or fraudulent misrepresentation

If we fail to comply with these terms and conditions, we will be responsible for any loss or damage you suffer that is a foreseeable result of our breach of the terms or negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us when we entered into this Booking.

HOW WE USE YOUR PERSONAL INFORMATION

We will only use your personal information as set out in our Privacy policy

We will only provide our marketing to you where you have notified us that you wish to receive our marketing

COMPLAINTS OR COMMENTS

We take our guest satisfaction very seriously. Any complaints or comments regarding your Stay at one of our Property should be made in the first instance to the Property’s duty manager at the time of your stay so that we can attempt to resolve it immediately. Problems that cannot be resolved there and then should be notified in writing to us at sales@tranquilstayhanoi.com

These terms shall be governed by and construed in accordance with Vietnamese law and the courts of Vietnam shall have exclusive jurisdiction.

Thank You and enjoy your Tranquilstay with us!