Reservation Confirmation Regulations

I. Reservation Regulations

1.All service requests from Customers/Partners must be sent to Glamour through the request form on the Website https://www.glamourhotel.vn, via email, or in writing before the Customer checks in. Glamour will confirm reservations/services via the registered email of the Customer.

2. Accommodation regulations: The maximum number of Guests per Hotel room (unless specified otherwise in special cases) is as follows:

•  A maximum of 04 people in 01 bedroom including children under 12 years old: 03 adults & 01 child or 02 adults & 02 children.
•  Each room can only have 01 extra bed depending on the policy applied at each Hotel.
•  A surcharge applies for children from 06 years old to under 12 years old and an adult surcharge for guests from 12 years old.

3. Special cases: In certain special cases (including but not limited to force majeure events, hotel upgrades, repairs, etc.), Glamour reserves the right to move Guests to a different room/hotel of equivalent standard to the room/hotel that the Customer/Partner has booked and confirmed by Glamour.

4. Information provided to the Hotel before arrival: To ensure that Customers receive the best service quality from the Hotel and for security reasons, Customers/Partners need to provide the Hotel’s reservation department with:

5. Flight information and estimated arrival time at the Hotel should be provided to the Hotel at least 05 days before the Customer’s arrival if the Customer requests pick-up/drop-off services.

6. If the Customer/Partner does not provide information on time, Glamour reserves the right to cancel the reservation from the system, refuse to apply preferential rates according to the Voucher, confirm the Service Request, agreements, or contracts signed between the Customer/Partner and Glamour. In such cases, Glamour will apply the Published Rate at the Hotel on the check-in date if rooms are available, and the Partner will bear full responsibility for resolving any complaints from Customers arising due to late information provision.

7. Other special requests such as high-floor rooms, adjacent rooms, etc., will be provided based on the Hotel’s availability at the time of check-in.

8. Check-in and check-out regulations:

II. Check-in and Check-out Regulations

• Unless otherwise notified and/or confirmed by the Hotel, the check-in and check-out regulations are as follows:

• Early check-in/late check-out fees mentioned above will be calculated based on the Hotel’s Published Rate (including promotional rates if applicable at the time of payment) when the Customer pays directly to the Hotel.

III. Room Cancellation/Refund Regulations

1.When choosing services through the Website https://www.glamourhotel.vn, the Website clearly states the cancellation/refund policy applicable to each price level and promotional program.

2. If the Website states “Non-refundable upon room cancellation,” it means that the Room Package does not apply a refund policy if the Customer requests to cancel/change information on the Service Request.

3. If the Website states “Free cancellation before …,” it means that the Customer has the right to change information or cancel the Service Request before the noted date.

4. The information/change/refund policy applicable to the Customer’s request to cancel the Service Request is also noted in the Booking Confirmation email sent to the booker’s email after successful payment.

5. In case the Customer requests to change information or cancel the Service Request and refund, the Customer should directly contact the Hotel’s reservation department for support.