Service Provision, Termination and Refund Policy

1. Scope

This Policy applies to customers who book and use accommodation, resort stays and related services provided by Công ty CP Du lịch Thiên Hà – Hòn Rơm (hereinafter referred to as “Hòn Rơm 2 Resort” or “we”) through www.honrom.vn and the Resort’s online service booking channels.

As Hòn Rơm 2 Resort provides accommodation services, this Policy covers service provision, termination and refunds rather than the delivery and receipt of goods.

2. Method of Service Provision

Once the customer has completed the reservation process and received confirmation from Hòn Rơm 2 Resort, the Resort is responsible for arranging the room and providing services in accordance with the confirmed reservation details.

The service period is determined by the check-in and check-out dates confirmed with the customer.

3. Confirmation of Service Provision

After receiving a reservation, Hòn Rơm 2 Resort will confirm the relevant reservation details with the customer by telephone, email or other appropriate contact methods.

The confirmation may include:

• Customer’s name.
• Check-in date.
• Check-out date.
• Room type.
• Number of rooms.
• Number of guests.
• Total reservation value.
• Included services, if any.
• Payment, amendment or cancellation conditions.

4. Service Termination at the Customer’s Request

Customers may request cancellation or termination of services before the scheduled check-in time.

Cancellation or termination is subject to the booking conditions and cancellation policy communicated or confirmed by Hòn Rơm 2 Resort at the time of booking.

Depending on the timing of the cancellation and the applicable conditions, customers may receive a partial refund, a full refund or no refund of the amount paid.

5. No-Shows

If a customer does not arrive for check-in as confirmed, without notifying the Resort or completing the required reservation amendment or cancellation procedures, the reservation may be handled under the no-show policy applicable to that reservation.

Any amount already paid by the customer will be handled in accordance with the confirmed booking conditions.

6. Early Departure

If a customer checks out before the end of the booked stay, any refund for the remaining accommodation period will be considered in accordance with the booking conditions and the cancellation and refund policy applicable to that reservation.

For promotions, special packages or reservations with non-refundable conditions, refunds will be handled in accordance with the conditions disclosed at the time of booking.

7. Refund Policy

Refund times may depend on the payment method and the processing times of the bank or payment intermediary.

Hòn Rơm 2 Resort will provide assistance and notify the customer when the refund is processed.

8. When Hòn Rơm 2 Resort Cannot Provide Services

If Hòn Rơm 2 Resort cannot provide confirmed services due to circumstances beyond its control or force majeure, the Resort will proactively notify the customer and work with them to identify an appropriate solution.

Depending on the circumstances, possible arrangements may include:

• Changing the service dates.
• Proposing a suitable alternative service.
• Refunding the amount paid for the portion of the services that cannot be provided.

The matter will be handled based on agreement with the customer and applicable law.

9. Potential Additional Charges

While using the services, customers may incur charges based on their actual requirements or Hòn Rơm 2 Resort’s policies, such as:

• Early check-in surcharges.
• Late check-out surcharges.
• Additional guest surcharges.
• Charges for additional services.
• Compensation for property damage caused by the fault of the customer or accompanying guests.

Additional charges will be communicated to customers before or at the time they arise, depending on the actual circumstances.

10. Contact Information

Customers may contact Hòn Rơm 2 Resort for assistance with reservations, service changes, cancellations, service termination or refund requests.

Hòn Rơm 2 Resort sincerely thanks our valued customers for choosing and using our services.