In these Terms and Conditions the following definitions apply:

1. Definitions

“Company” or “we” mean Phong Nha Lake House Resort.

“Booking” means the booking for accommodation, functions and/or any other services or items made with us.

“Hotel” means the premises for which your Booking is made.

“Terms” means these terms and conditions.

“VAT” means value added tax.

2. Reservation Input

The users are required to enter all the required personal data in the reservation form provided online;
If personal data input is insufficient or imperfect, reservation will not be valid.

3. Bookings

All Bookings at the Hotel are subject to these Terms.

At the time of booking or at check-in, we will take your credit/debit card details and you authorise the use of this card for any sums that become owing to us.

We shall also have the right to require full payment in advance or a deposit at the time of booking in certain circumstances or if the Booking includes the supply of certain items or services.

No Booking shall be treated as confirmed until the details and/or payment/deposit described in this paragraph have been provided.

4. Charges

The prices displayed on the Websites are an average per night per room until a rate is selected. Breakfast, service or VAT (at the prevailing rate) are included.

A minimum length of stay, deposit, cancellation charge and other conditions may apply to certain rates, as specified. Once a rate is selected on the Websites, the total for your requested stay shall be displayed on the reservation summary.

Prices shall be charged in the US Dollar of the Hotel and currency conversion facility from US Dollars to VND is provided as an approximation tool only.

The VAT breakdown shown is indicative based on the current rate of VAT, and the expected VAT treatment of the goods or services. VAT will be payable at the prevailing rate applicable at the tax point of the invoice or Booking confirmation issued, and may change depending on the actual rate and the VAT treatment of the goods and services purchased at that date.

Price lists for additional items, such as restaurant meals and room service, are on display at relevant locations within the Hotel and are available on request.

5. Check-in/ Check-out Requirements

In the interests of security and to prevent fraud, at the time of check-in, guests may be required to confirm their identity by providing their booking reference; their passport/identity card/driving licence and a valid credit or debit card which will be swiped in the presence of the card holder.

These records will be kept for at least 12 months and may be disclosed or made available for inspection by any police officer or as otherwise required by applicable law in connection with the prevention or investigation of crime.

The information above may be requested for each member of your party over the age of 16 and we reserve the right to refuse entry to persons who cannot provide the information set out above.

Unless otherwise stated on the booking confirmation, Guests may check-in at any time from 2.00 p.m. on the scheduled day of arrival. All rooms that have been secured by credit/debit card or prepaid at the time of booking will he held until 11:59pm on the scheduled day of arrival unless otherwise agreed directly with the Hotel.
Any non-secured reservation will be held until 4.00 p.m. on the day of arrival at which time we will be entitled to re-let the room, unless the guest has notified the hotel of a late arrival.

On the day of departure we kindly ask all guests to vacate their rooms by 12.00 noon (unless a later departure is stated as part of your Booking). Late check-out after this time can be requested subject to availability and will be charged at an hourly rate at the discretion of the Hotel.

Rooms are subject to maximum occupancy rules set by the Hotel. If you would like further details please contact the Company or the Hotel.

6. Payment

We accept the following methods of payment: by cash or credit cards, we do not accept American Express. 3% will be the charge for all credit cards.

During your stay the Hotel’s system will calculate the incidentals charged to your room on a daily basis. You can pay everything when you do check out.

7. Cancellation Policy and No Shows

Cancellations, changes in and inquires about reservations made through the System shall be accepted only through telephone calls or email to the Phong Nha Lake House Reservation Office. Cancellations, changes in or inquires about reservations made through website or email to the Hotel’s Reservation office shall be accepted.

8.Cancellation Charges

When Users cancel their reservations for their own reasons, they shall be charged for cancellation in accordance with the Hotel’s Articles of Accommodation. All cancellations must be made by telephoning or email the Phong Nha Lake House Reservation Office.

9. Changes or Cancellation by the Company

Very occasionally we may need to cancel your Booking. In such circumstances you will be given a full refund but we shall have no further liability to you arising out of such cancellation. We will, however, use reasonable endeavours to try and re-locate any confirmed Booking cancelled by us to an alternative location similar in standard to the Hotel.

10. Damage

We reserve the right and you hereby authorise us to charge your credit or debit card for any damage incurred to your room or the Hotel during your stay (including without limitation specialist cleaning) or for any items that are missing when you leave.

11. Accessibility

Dependent on your individual needs a selection of specifically designed rooms is provided at each of our hotels.

Please contact our hotel on 0523.675.999
to discuss specific individual requirements and the availability of appropriate accommodation, and we will do our best to accommodate your needs.

12. Leisure

Guests staying in our Hotel may use the free services throughout the duration of their stay. A condition of using the facilities is that you must comply with the service’s rules. Charges may apply for use of some facilities, please enquire at the Hotel for further details.

At certain times, facilities may become unavailable due to maintenance, adverse weather conditions or other reasons beyond our control. We will attempt to keep all Hotel guests informed of these circumstances however this may not always be possible. If any facility is not available for any significant reason, we are able to advise you or check directly with the Hotel in advance of arrival.

13. Parking

Parking is free. Cars and their contents are left at the owner’s/customer’s own risk. We do not accept responsibility for loss or damage (save as may not be excluded or restricted by applicable law).
Please contact the Hotel directly for more information.

14. Hotel Events

Please be aware that at certain times throughout the year some of our hotels may host events and parties, which you may feel would be an intrusion on your break. Please contact the Hotel directly in advance of your stay for further information.

15. Guest Behaviour

Guests are requested to conduct themselves appropriately at all times and to comply with Company procedures and/or requests with regard to conduct and respect for the property of the Hotel, its employees and guests and their health and safety. Guests are requested not to disrupt the comfort and enjoyment of other guests, the smooth running of the Hotel, or cause offence to other guests or our members of staff. We reserve the right to refuse accomodation or services or remove you and members of your party from the Hotel if, in our reasonable opinion, we consider this provision to have been breached. Where this is the case we shall have no obligation to refund you for lost accommodation, other services or any other loss or expense incurred.

16. No Smoking

Guests are not permitted to smoke in rooms or inside the restaurant.

17. Children

All children (a person under 16 years of age) staying at the Hotel must be accompanied by an adult and must be supervised by an adult at all times.

Cots and extra beds are available in most of our properties. However, these are limited and subject to availability. Additional charges may apply. Please check at the time of booking.

18. Pets

Guide dogs are accepted with prior arrangement, and other dogs may be accepted at the Company’s discretion, but otherwise no pets are allowed at the Hotel.
Please contact with hotel to get more information.

19. Personal Information.

All personal information stored and used by us is done so in accordance with our Privacy Policy.

This is our account number:

Bank Name: Sai Gon Thuong Tin Commercial Joint Stock Bank – Quang Binh.

Account Name: Agnew Phan Travel Services Trading Company Limited

Account Number: – AC: 040032259393