Terms and Conditions
Please read these Booking Terms and Conditions as they are important and govern what is expected of you, us.
We strongly advise you take out comprehensive travel insurance to cover cancellation costs and your stay in the Property. If you choose not to then you accept responsibility for any loss that you may incur.
We are Serene Stay Hanoi based in 1A Lê Phụng Hiểu Street, Trang Tien, Hoan Kiem, Hanoi, Vietnam. (Hotline: +84 98 211663).
If you have any queries about these terms and conditions or have any comment or complaint about your Booking, you can contact us at the above address, use our online forms or call our customer service team at the same hotline number.
1. DEFINITIONS
To be clear the following words will have the meanings given below:
‘We, us, our’ the founders of Serene Stay Hanoi, run the chain of apartments listed on our website https://serenestayhanoi.com.
‘Booking’ means your request to stay at the Property once it has been confirmed by us.
‘Check-in time’ the date and time when the Property will be made available to you.
‘Check-out time’ the date and time when the Property should be vacated by you as set out in the Booking.
‘Stay’ the period of time when we provides the Property to you as set out in the Booking.
‘Party List’ the list of people including you (limited to the maximum number notified under clause 5.1.2) who will share the Property to be provided in accordance with clause 2.8
‘Property’ the accommodation specified in your Booking.
‘Property Specific Terms’ specific rules applicable to a Property provided to you by us
‘You’ the person (and members of your party) who stay at the Property.
2. THIS CONTRACT
2.1 These are the terms and conditions on which your Booking is made and your Stay will be provided to you.
2.2 When you submit a booking form to us, we are under no obligation to accept that booking.
2.3 We will provide you with written confirmation once we have, these terms and conditions become binding on you, us. To be clear: Booking is a contract between you and us.
2.4 Once we have confirmed your Booking you will only be able to cancel in accordance with clause 8 below. However, if you contact us, we may be able to extend your Stay or change the identity of or the number of persons in your party, but this is subject to availability. Accordingly, we cannot guarantee that this will always be possible.
2.5 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 information that you have given to us.
2.6 Every Booking has a reference number. Please quote this number in all correspondence with us relating to the Booking.
2.7 If you make a telephone booking, we will provide you with confirmation of the Booking via an email which will be sent to you after the call.
2.8 You agree that you will provide a Party List prior to arrival.
2.9 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).
2.10 The Property will not be available at any time outside of the Stay and we may charge you a reasonable sum for any costs incurred if you have not left the Property at the Check-out time.
2.11 You confirm that the person making the Booking is over the age of 18.
2.12 You appreciate that, while we keep our illustrations, photographs and other imagery as up to date as possible, they are only illustrative and are subject to change.
4. CHECK-IN AND CHECK-OUT POLICY
Check-in time: from 14h00.
Check-out time: no later than 12h00.
Early check-in: subject to availability.
Late check-out: subject to availability
- 12:00 to 17:00 check-out: 30% Property surcharge subject to the Property availability upon your departure
- After 17:00 check-out: 100% Property rate surcharge.
Early arrivals and late departures: If your arrival is early in the day and you would like immediate access to the Property, we recommend reserving for the prior night. Similarly, for late departures, reserving an additional night will guarantee access until you leave the Property.
5. YOUR STAY AND WHAT IS PERMITTED
5.1 General
5.1.1 You agree to take proper care of the Property and its contents during your Stay and we may deduct costs from your Cautionary Deposit if you fail to do so.
5.1.2 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.
5.1.3 We only permits the Property to be used for domestic and private use. If you do wish to use the Property for a commercial purpose, please contact us before booking.
5.2 Pets
Pets are only permitted in the Property if specified within the Booking. Any additional charges for the pets will be notified to you in advance of the Booking.
5.3 No Smoking
Smoking is strictly prohibited at the Property.
6. PRICE AND PAYMENT
6.1 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.
6.2 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.
6.3 Payment may be made by debit card, credit card or bank transfer.
6.4 No fee is applied for payment made by Visa/Master cards.
6.5 For credit card reservations, the same card(s) must be presented upon check-in at the respective Property.
6.6 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.
6.7 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.
6.8 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 USD30 or we may cancel your Stay and use any monies paid to cover the costs incurred by you breaching these terms and conditions.
6.9 You will not be permitted to have access to the Property if there is any sum (whether Cautionary Deposit or otherwise) outstanding at the Check-in time and clause 5.8 above will apply.
7. CAUTIONARY DEPOSIT
7.1 You will be informed of the amount of the Cautionary Deposit to be paid at the time of Booking.
7.2 The Cautionary Deposit must be paid one week before the Check-in time. 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 December.
7.3 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.
7.4 If the reasonable cost of repairing any loss or damage to the Property or contents exceeds the Cautionary Deposit, we will invoice you and charge your credit or debit card.
8. YOUR RIGHTS TO CANCEL
8.1 Any cancellation must be in writing and will only be effective once we send written confirmation of the cancellation to you. Please see clause 9 for refund information and clause 2.4 relating to changes.
8.2 When we confirm your cancellation in writing we will provide you with details of what (if anything) is owing to you and any deductions we have made.
8.3 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.
8.4 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 under this clause 8.
8.5 Cancellation/Amendment Policy: (This policy defines how to handle cancellations)
- 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 no-show, 100% the Stay rate and tax will be charged.
- Early Bird/Long Stay/Last Min/Package Rates are Non – changeable & Non – refundable.
9. REFUNDS
The refund process will take approximately 7 to 20 working days depending on the intermediary bank. Please notify us at booking@serenestayhanoi.com when you receive your money back.
10. THE OUR RIGHT TO CANCEL
10.1 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 price and, if this is not possible, you will be entitled to a full refund. This does not apply where you cancel because you are unable to travel or stay at the property as a result of the COVID – 19 pandemic or other legal requirement affecting you; only where we cancel because we are not permitted to have guests at the Property.
10.2 We reserves the right to cancel any Booking without notice if we are notified of any fraud or illegal activities associated with the payments received.
11. LIABILITY
11.1 Our liability is not limited for:
- Death or personal injury caused by the negligence;
- Fraud or fraudulent misrepresentation
11.2 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.
11.3 Subject to clause 11.1, 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.
12. HOW WE USE YOUR PERSONAL INFORMATION
12.1 We will only use your personal information as set out in our Privacy Policy.
12.2 We will only provide our marketing to you where you have notified us that you wish to receive our marketing.
13. 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 which cannot be resolved there and then should be notified in writing to Managing Director at info@serenestayhanoi.com
14. GENERAL
14.2 Except for you, us, no other person shall have any rights to enforce any of its terms.
14.3 These terms shall be governed by and construed in accordance with Vietnamese law and the courts of Vietnam shall have exclusive jurisdiction.