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Booking & Cancellation Policy

Reservation terms, cancellation rules and refund guidelines

Trang chính sách này hiện được cung cấp bằng tiếng Anh. Vui lòng liên hệ đội ngũ Sunset Sanato nếu cần hỗ trợ giải thích bằng tiếng Việt.

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1. Check-in & Check-out

  • Check-in time: 3:00 PM (15:00)
  • Check-out time: 12:00 PM (noon)
  • Early check-in or late check-out may be available upon request, subject to availability and additional charges
  • Please contact our team in advance for special arrival/departure arrangements

2. Reservation Process

Reservations can be made through:

  • Direct booking via our website contact form or email
  • Phone or WhatsApp: (+84) 945 993 545
  • Online travel agencies (Agoda, Booking.com, and other platforms)

A reservation is confirmed only after you receive written confirmation from our reservations team, including confirmed dates, villa type, rate, and payment instructions.

3. Deposit & Payment

  • A deposit may be required to secure your reservation (amount varies by season and villa type)
  • Full payment is typically required upon check-in or as agreed in your confirmation
  • Accepted payment methods: bank transfer, credit/debit card, cash (VND)
  • For event bookings, separate deposit and payment schedules apply

4. Cancellation Policy

Cancellation terms depend on booking channel and season:

  • Direct bookings: Free cancellation up to 7 days before check-in for standard periods. Peak season (Tet, Christmas, New Year) and event bookings may have stricter terms.
  • OTA bookings (Agoda, Booking.com): Cancellation terms follow the policy shown at the time of booking on the respective platform.
  • Non-refundable rates: Some promotional rates are non-refundable. This will be clearly stated before confirmation.
  • No-shows: Full charge for the first night may apply for no-shows without prior notice.

5. Event & Wedding Bookings

  • Event bookings require a separate contract with specific deposit, payment, and cancellation terms
  • Venue holds are typically secured with a 30-50% deposit
  • Final guest count and menu selections are usually required 7-14 days before the event
  • Cancellation fees increase as the event date approaches
  • Please contact our events team for detailed proposals:

6. Group Bookings

Bookings of 3 or more villas are considered group bookings and may have separate terms regarding deposits, cancellation deadlines, and payment schedules. Please contact our team for group rates and policies.

7. Resort Policies

  • Children of all ages are welcome. Children under 6 stay free in existing bedding.
  • Pets are not permitted in the resort
  • Smoking is prohibited inside villas and indoor areas
  • Swimming pool hours: 7:00 AM to 9:00 PM
  • The resort reserves the right to charge for damages to property or furnishings

8. Contact for Booking Questions

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