Terms Conditions

Payment Policy: 
- 3% fee is applied for payment made by any card type (effective from 1 Jan. 2014).
- All Promotional rates are inclusive tax and services charge.

Check-in/out Policy :
- Standard check-in time is 14:00 and Standard check-out time is 12:00 at noon
- Early check-in and late check-out are subject to room availability and additional charges
- Early check-in after 08:00 and Late check-out until 18:00: 50% charge of one night
- Early check-in before 08:00 and Late check-out after 18:00: 100% charge of one night

Early arrivals and late departures:
 - If your arrival is early in the day and you would like immediate access to your room, we recommend reserving for the prior night. Similarly, for late departures, reserving an additional night will guarantee access until you leave the hotel

Guarantee Policy :
- A valid credit card will be required upon booking;
- For credit card reservations, the same card(s) must be presented upon check in at the respective hotels;
- Hotel reserves the right to cancel any reservations without notice if we are notified of any fraud or illegal activities associated with the full payments received.

Children Policy:
- Child under 6 years-old: free of charge.
- Child from 6 years-old to 12 years-old: surcharge US$8/person/room/night.
- Child from 12 years-old or extra Adult: surcharge US$15/person/room/night.

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 less than 72 hours of your arrival, 1st night’s room will be charged
- No-show will be one night room charge.
- Early Bird/Long Stay/Last Min/Package Rates are no cancellation, no amendment & non refundable

* The refund process will take approximately 5 to 15 working days. A transaction fee of 3% for Visa card, Master card and 5% for American Express will be applied. Please notify us at gm@silkqueenhotel.com when you receive the refunded amount.

Complaints or Comments:
We take our guest satisfaction very seriously. Any complaint or comment regarding a stay at one of our hotels should be made in the first instance to the hotel'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, Silk Queen Hotel at email: gm@silkqueenhotel.com. Your dissatisfaction will be resolved within 24 hours. 
General information:
Although every effort has been made to ensure the accuracy of the information contained online, we cannot accept responsibility for any errors or omissions, and reserve the right to vary, amend, supplement or cancel any of the information or offers featured online at any time. 

Subject to the paragraph immediately below, we shall not be liable to you for any loss or damage in circumstances where:

1. There is no breach of a legal duty owed to you by us or by our employees or agents;
2. Such loss or damage is not a reasonably foreseeable result of any such breach; 
3. Any increase in loss or damage resulting from breach by you of any term of our contract;
4. Any loss is in excess of three times the fee payable in respect of your stay.
Nothing in these terms and conditions excludes or limits our liability for death or personal injury caused by our negligence or fraudulent misrepresentation. 

These terms and conditions shall be governed by Vietnam law and the Vietnam courts shall have jurisdiction over any matter arising out of or in connection with them.