GENERAL TERMS AND CONDITIONS

• These General Terms and Conditions (“GTC”) apply to Guests and Partners using or booking services at the Glamour Hotel and other brands owned, managed, and/or operated by Glamour in the future (“Hotel”). Guest/Partner and Glamour are individually referred to as “Party” and collectively as “Parties.”
• Guest/Partner agrees and acknowledges that by submitting room booking requests, event requests, and/or additional service requests (collectively referred to as “Service Requests”) to the Hotel and being confirmed by Glamour, they have read and accepted the GTC, General Regulations (“GR”), and any changes to the GTC, GR at any time posted on the official Glamour website at https://www.glamourhotel.vn (“Website”) as well as the service provision policies and service quotes provided by Glamour.
• The GTC are an integral part of the contract, agreement for the provision, use of services, or Service Requests confirmed between Glamour and the Guest/Partner (“Contract”).

Article 1. General definitions of room services, Enterprise, Guest, and terms used in the transaction agreement between Guest and enterprise

1. “Glamour” means Glamour Hotel or Sunplus Logistics LLC Branch in Da Nang.
2. “Partner” is a travel agent/tour operator/business/organization, individual entering into a Contract with Glamour.
3. “Guest” is an individual using Glamour’s services for direct consumption, not for resale to other individuals or organizations.
4. “A” refers to an Adult. “C” refers to a Child.
5. “Published Price” is the room rate, service rate listed at the Hotel and/or on the Glamour website https://www.glamourhotel.vn. Room rates may change daily.
6. “Package Room Rate” is the rate for an overnight stay including the services listed in the corresponding Room Package.
7. “Service” includes accommodation services, event parties, or other additional services provided by Glamour at any given time, such as transportation, meals, entertainment services, etc.
8. “Business Day” is a day from Monday to Friday weekly, excluding holidays and legal public holidays.
9. “No-Show” is when a Guest does not check-in by 23:59 on the check-in date or another specified time during the stay as notified by the Guest/Partner, and Glamour will return the room to the available room inventory for sale after this time without further notice to the Guest/Partner if the Guest is not present and does not check-in.
10. “General Regulations” are the rules that Guests must comply with during their stay and use of Services at the Hotel and may be amended or supplemented by Glamour at any time and posted on the Glamour Website.
11. “Total Price” includes the total Package Room Rate for the entire stay and any additional services outside the listed services in the Room Package.
12. “Voucher” is a pre-paid service card/coupon existing in physical form or electronic data issued by Glamour to record the right to use the Room Package for the voucher holder. The use of the Voucher must comply with the GR, GTC, and detailed regulations on each Voucher.
13. “Website” is the official website of Glamour at https://www.glamourhotel.vn.
14. “Payment Gateway” is the direct payment system of the website https://www.glamourhotel.vn, through which Guest/Partner can make payments for selected rooms and services on the Website.

Article 2. Regulations on vouchers and Voucher usage (if applicable)

• Unless otherwise agreed or Glamour has a different policy, Guests using Vouchers must comply with the GTC, GR, other conditions stated on the Voucher, and/or service provision policies corresponding to the type of Voucher issued by Glamour at the time of Guest use. The original Voucher must be presented and collected at the time of check-in, and in the case of not presenting a Voucher eligible for use, the Guest must pay directly according to the Published Price at the time of check-in. The Voucher is not convertible to cash or other services and can only be used once without refund. No change will be given if the value of the Voucher is not fully used. Vouchers cannot be applied concurrently with other promotions & cannot be used to accumulate points on membership cards. Vouchers must remain intact, without erasures or tears. Vouchers will not be reissued in case of loss or damage. Apply 01 Voucher per invoice. The Voucher cannot be converted into cash or a lower-value Voucher. If the service value is lower than the Voucher value, the Guest will not be refunded the excess amount.

Article 3. Check-in and check-out regulations

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

• Early check-in/late check-out fees mentioned above will be calculated according to the Published Price of the Hotel (including promotional prices if applicable at the time of payment) when the Guest pays directly to the Hotel.
• Early check-in/late check-out is subject to room availability and Hotel’s approval.

Article 4. Booking and check-in policy

4.1. All Service Requests from Guest/Partner must be sent to Glamour in the form of a request from the Website https://www.glamourhotel.vn, via email, or in writing before the Guest checks in. Glamour will confirm bookings/services sent via the registered email of the Guest.

4.2. Accommodation regulations: The maximum number of Guests per Hotel room (except for special cases stated clearly) is applied as follows:

• Maximum of 04 people in 01 bedroom, including children under 12 years old: 03A & 01C or 02A & 02C.
• Each room is allowed to add 01 extra bed according to the policy applied at each Hotel.
• A surcharge applies for children from 06 years old to under 12 years old and adult surcharge for guests from 12 years old.

4.3. Special cases: In some special cases (including but not limited to: force majeure events, Hotel upgrades, repairs, etc.), Glamour reserves the right to relocate the Guest to an equivalent standard room/Hotel as booked by the Guest/Partner and confirmed by Glamour.

4.4. Information provided to the Hotel before arrival: To ensure the Guest receives the best service quality from the Hotel and to ensure Guest security, Guest/Partner needs to provide the Hotel’s reservation department with:

• Flight information and estimated arrival time at the Hotel should be provided to the Hotel at least 05 days before the Guest’s arrival if the Guest requires pick-up/drop-off services.
• If Guest/Partner does not provide information on time, Glamour reserves the right to cancel the booking from the system, refuse to apply preferential rates according to the Voucher, confirmed Service Requests, agreements, contracts signed between Guest/Partner and Glamour. In this case, Glamour will apply the Published Price at the Hotel on the check-in date if rooms are available, and the Partner will bear full responsibility for resolving Guest complaints arising from late information provision.
• Special requests such as high-floor rooms, adjoining rooms, etc., will be provided subject to availability at the time of check-in.

4.5. Information changes:

• For Service Requests that are cancelable or changeable: Any changes to information, meals, additional services compared to the initial Service Request need to be sent to the Hotel’s reservation department before the minimum number of days to adjust the Service Request as stated in the Booking Confirmation and confirmed by the Hotel’s reservation department. If the change is not confirmed in advance, Glamour reserves the right to apply the Published Price at the Hotel on the check-in date and the Partner will bear full responsibility for resolving Guest complaints arising from late information provision. In case of additional Guests (including children) without prior confirmation, Guest/Partner will pay a corresponding surcharge according to the Hotel’s Published Price at the time of check-in.
• For non-refundable Service Requests: Service Requests marked “Non-refundable” in the Booking Confirmation are considered non-refundable and cannot be adjusted. If the Guest does not arrive to use the service according to the time stated in the Service Request, the Booking will be considered a “No-Show” and the Hotel will not be responsible for refunding this Service Request.

4.6. Check-in procedure:

• • Guests need to present one of the legal documents showing personal identification information as per the law when checking in for registration purposes. The Hotel will keep a copy of these documents.
  • Guests need to present the Booking Confirmation or Booking Code of the successfully paid Service Request on the Website https://www.glamourhotel.vn. In case the Guest cannot present the Booking Confirmation or Booking Code of the successfully paid Service Request, the Guest needs to provide booking information including the booker’s name, phone number, number of rooms booked, etc., for the Reception to verify on the system. If the Reception cannot confirm the Guest’s information, the Hotel reserves the right to refuse the Guest’s Service Request.
• 4.7. By agreeing to purchase and use Glamour’s services, the Guest agrees to allow Glamour to take photos and use the Guest’s images for statistical and accommodation management purposes. Glamour commits not to use/provide the Guest’s images to third parties (not belonging to Glamour) for other purposes except as required by competent state agencies or with the Guest’s prior consent.

Article 5. Room Cancellation/Refund Policy

5.1. When selecting services via the Website https://www.glamourhotel.vn, the room cancellation/refund policy applicable to each rate and promotion program is clearly stated on the Website.

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

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

Article 6. Payment and Refund Terms (if applicable)

6.1. After selecting services via the Website https://www.glamourhotel.vn, the Guest/Partner will fill in the booking information and directly pay the total price of the Service Request via the Website’s Payment Gateway. After successful payment, the Guest/Partner will receive a booking confirmation email sent to the booker’s email, along with detailed information about the confirmed Service Request.

6.2. The refund policy applicable to the Guest’s request to cancel the Service Request is noted in the booking confirmation email sent to the booker’s email after successful payment.

6.3. In case the Guest needs to cancel the Service Request and request a refund, the Guest must contact the Hotel’s reservation department directly for support.

Article 7. Website Technical Errors

7.1. Glamour will make reasonable efforts to maintain the normal operation of the Website https://www.glamourhotel.vn. However, Glamour does not guarantee that (i) the functions and support tools provided on the Website will be uninterrupted or error-free, (ii) the Website is free from viruses, malware, or other harmful components, and/or (iii) all data provided on the Website is accurate and free from technical errors in data creation.

7.2. In the event of technical issues such as machinery breakdowns, software errors, system transmission failures, or the Website being infected by viruses (“Technical Errors”) or data errors on the Website such as pricing mistakes (“Data Errors”), Glamour will make reasonable efforts to fix the Technical Errors or adjust the Data Errors as soon as possible.

7.3. Glamour reserves the right to refuse transactions established:

• Due to Technical Errors,
• Based on Data Errors, and/or
• Affected by Technical Errors and/or Data Errors, regardless of the source of these errors. For clarity, a data error is an error on the Website (e.g., pricing, conditions) that a reasonable person would not consider normal.

7.4. In case of refusal to perform the transaction, Glamour will notify the Guest via the email provided when booking the service and refund the payment related to the rejected transaction within a maximum of 45 working days.

7.5. Except for the obligation to refund the received payment as specified in Article 7.4, Glamour is not responsible for any loss or damage, whether direct or indirect, incurred by the Guest arising from or related to Technical Errors and/or Data Errors.

Article 8. Repairs and Renovations

8.1. Glamour has the right to carry out repairs, renovations, upgrades, or periodic maintenance programs suitable for maintaining the best conditions for the Hotel. Glamour has full discretion to make repair and upgrade decisions but must notify the Partner/Guest in writing before starting major and long-term projects that may affect the satisfaction of the Partner/Guest.

8.2. Glamour is not responsible for any complaints, claims for losses and/or damages that the Partner/Guest may encounter due to renovations/upgrades after notifying the Partner/Guest.

Article 9. Force Majeure Events

Glamour and/or the Partner/Guest will not be liable for delays, non-performance of the Contract/agreement for service provision and use (excluding payment obligations), or any rights and obligations of each Party under the General Terms and Conditions, General Regulations if the delay or non-performance is caused by a Force Majeure Event. Force Majeure Events include but are not limited to: floods, earthquakes, wars, fires, changes in state policy or law, or other objective events.

Provided that:

1. The Force Majeure Event is beyond reasonable control or is not due to the fault or negligence of the Party affected by the Force Majeure Event, despite having taken all necessary and possible measures to prevent, overcome, or mitigate the damage, causing the delay or interruption, suspension of performance.
2. Unless otherwise agreed by Glamour in writing, the Partner/Guest must still fulfill their obligations in a manner consistent with the actual circumstances and take all reasonable measures to perform the unaffected parts of the obligations.
3. Within 03 (three) days from the occurrence of the Force Majeure Event, the Party affected by the Force Majeure Event must notify the other Party in writing, detailing the Force Majeure Event, the measures taken to prevent, overcome the damage, the expected recovery plan, and solution measures.

Article 10. Confidentiality

10.1. The Partner/Guest and Glamour commit that, during the validity of the Contract and after the termination of the Contract between the Partner/Guest and Glamour, the Party receiving the disclosed information will keep confidential all confidential information (“Confidential Information”) of the disclosing Party. Accordingly, the receiving Party will not disclose Confidential Information to any third party, whether directly or indirectly, in any situation, without the written consent of the disclosing Party except as provided below. For the purpose of this clause, Confidential Information includes but is not limited to the terms of the Contract signed between Glamour and the Partner/Guest, and/or information, data, documents generated in connection with or arising from the performance of the Contract, information, data, documents provided by the disclosing Party to the receiving Party in any form for the performance of the Contract. Additionally, Confidential Information includes but is not limited to business secrets, technology secrets, trade secrets, know-how, or other information related to or serving the marketing, finance, business of the disclosing Party.

10.2. The Confidentiality Obligation will be excluded if the Confidential Information:

• Has been widely disseminated to the public by the disclosing Party;
• Is provided by the receiving Party to its employees, financial consultants, legal advisors, or contractors for the purpose of fulfilling the receiving Party’s obligations under this Contract, provided that the receiving Party is responsible for ensuring that the recipients of the Confidential Information comply with the confidentiality obligation as stated herein;
• Is received by the receiving Party from a third party independent of the performance of this Contract without any confidentiality obligation; or
• Is required to be disclosed by a competent authority or any appropriate court of law.

10.3. The receiving Party agrees that any breach of this Confidentiality Obligation may cause irreparable harm to the disclosing Party, and therefore the disclosing Party will have the right to seek remedies to mitigate the damage and require the receiving Party to compensate for all damages, which shall not be less than the value of the Contract.

Article 11. Dispute Resolution

The provisions in the General Terms and Conditions, General Regulations will be governed by the laws of Vietnam. All disputes arising related to the request, use of Services by the Partner/Guest under the Contract and the General Terms and Conditions, General Regulations will be attempted to be resolved through negotiation. If negotiations fail within 30 (thirty) days from the date of the dispute, the Parties will have the right to bring the dispute to be resolved at the competent court in Vietnam according to the law.