1. Customers must present one of the legal documents showing personal identification information as prescribed by law when checking in.

2. Weapons, radioactive substances, toxic substances, explosives, pets and other prohibited items according to the provisions of law or local authorities are not allowed to bring into the hotel.

3. Gambling, drug and prostitution are strictly prohibited within the Hotel area. In case of violation, the Customer shall be fully responsible to the Vietnamese government and Royal Hotel.

4. Please do not smoke inside hotel room and lobby except smoking area

5. Upon check-in, please check the quantity and condition of the property in the room according to the “List of property “. If there is not enough or in a damaged condition, please notify the Reception immediately. For any loss or damage that may occur during your stay , please be fully responsible.

6. Valuables such as jewelry, money and personal electronic devices must be kept in the safety box provided. Hotel is not liable for any loss or damage in case the Customer fails to comply with the regulations.

7. Ensure that relatives visiting guests at the hotel must register at the reception desk and comply with hotel regulations.

8. Customers do not use the hotel room for other purposes such as transaction office.

9. For security reasons, customers are not allowed to change rooms or move equipment and furniture to another room without notifying the front desk.

10. Customers pay all bills and return room keys to the receptionist before leaving the hotel.

11. Customers must comply with Authorities and Hotel regulations on ensuring safety and disease prevention.

12. Comply with safety regulations while on a vehicle moving within the Hotel area.

13. Behave properly in public places: Respect the principle of first come, first served; Give priority to pregnant women, people with disabilities, the elderly and the weak; Do not make noise or shout; Do not put your feet or rest them on chairs and do not do other uncivilized acts in public areas; Manage children in public areas.

14. When leaving room, pleased ensure that (i) all electrical equipment has been returned to its original condition; (ii) the room door has been securely locked; and (iii) the room key must not be given to anyone else.

15. Not allowed to cook in the room, strictly comply with the hotel’s regulations on the proper use of electrical appliances.

16. – Do not bring strong-smelling foods, drinks, fruits (durian, jackfruit, fish sauce…) into the hotel room.

17. Pleased to comply with the swimming pool operating hours (this may vary depending on the weather and season). When using the swimming pool before and after the operating hours (different facilities may have different closing/opening times depending on the location/season) Pleased ensure and be responsible for your own health and safety without any complaints to the Hotel.

18. Guests are requested to wear appropriate clothing when in the common areas of the Hotel, especially in public areas such as the lobby, restaurant… to show respect for other cultures. Guests are absolutely not allowed to be nude, including children.

19. Carry out other procedures according to the regulations of Royal Ha Long Hotel and the local accommodation management authorities at each time (if any)

20. The Hotel Management may require the Customer to leave the Hotel without any refund for who intentionally ignores and violates the Hotel’s rules and regulations.

21. Noise regulations: after 22:00, Guests are not allowed to turn on the TV, play music with speakers at too high volume or talk too loudly. Noise will be considered excessive when Hotel Guests feel annoyed or uncomfortable.

22. Carry out other procedures as prescribed by Royal Ha Long (if any).

 Unless otherwise notified and/or confirmed by the Hotel, the following check-in and check-out regulations apply:

1. Check-in time is from 14:00 pm, check-out time is 12:00 noon.

2. You may be considered for early check-in or late check-out free of charge depending on room availability at the time of check-in & check-out. If you want to guarantee 100% early check-in or late check-out, additional charges (based on published room rates) are required as follows:

3. Early check-in before 06:00: pay additional 100% of room rate for 01 day

4. Early check-in from 06:00 to 12:00: pay an additional 50% of the room rate for 01 day

5. Late check-out after 12:00 to 18:00: pay an additional 50% of the room rate for 1 day

6. Late check-out after 18:00: pay an additional 100% of the room rate for 1 day

7. Regulations when checking in at the reception desk: Identity documents are required to check in. Guests are requested to pay an advance to the Receptionist upon check-in of VND 1,000,000/room/night for any additional costs other than the room rate and will be refunded if the hotel services are not used.

8. Valued Guest must present the Booking Confirmation or the Booking Code of the Service Request that has been successfully paid on the Website www.royalhalonghotel.com. In case the Guest cannot present the Booking Confirmation or the Booking Code of the Service Request that has been successfully paid, the Guest must provide the booking information including the name of the person making the reservation, phone number, number of rooms booked… for the Receptionist to check the information on the System. In case the Receptionist cannot confirm the Guest’s information, Hotel has the right to refuse the Guest’s Service Request.

Additional child surcharges will be calculated based on actual check-in time according to the following policy:

1. Baby cots are available free of charge upon prior request and subject to availability.

2. Children under 6 years old are free when sharing bed with parents

3. Maximum 2 children under 12 years old can stay in each room:

4. Children from 6 to 11 years old sharing bed with parents will be charged 300,000 VND/person/night including breakfast and 600,000 VND/person/night including breakfast and extra bed.

5. Children 12 years and older sharing bed with parents will be charged 400,000 VND/person/night including breakfast and 600,000 VND/person/night including breakfast and extra bed.

6. Extra beds are subject to availability at the resort, with a maximum of 1 extra bed per room.

7. Age is determined by year, not by date of birth.

Unless otherwise agreed or Royal Ha Long Hotel has a different policy, Guests using Vouchers must comply with the provisions of the General Terms, General Regulations, other conditions specified on the Voucher and/or the Service provision policy corresponding to the type of Voucher issued by Royal Ha Long at the time of use by the Guest. The original Voucher must be presented and collected at the time of check-in. In case the Voucher is not presented and eligible for use, the Guest must pay directly according to the published Price at the time of check-in. The Voucher has no value to be exchanged for cash or other services and can only be used once without refund. No change will be returned if the full value of the Voucher is not used. The Voucher cannot be used in conjunction with other promotions and cannot be used to accumulate points on the membership card. When used, the Voucher must be intact, not erased or torn or patched. The Voucher cannot be issued for exchange in case of loss or damage. Apply 01 Voucher/01 bill. Voucher cannot be exchanged for cash or Voucher of smaller value. If the service value is less than the Voucher value, the Customer will not be refunded the remaining amount.

1. After selecting the service through the Website www.royalhalonghotel.com, the Guest/Partner will fill in the information of the booker and directly pay the entire Total Price of the Service Request through the Website’s Payment Gateway. After successful payment, the Guest/Partner will receive a Booking Confirmation email sent to the booker’s email with detailed information about the confirmed Service Request.

2. The refund policy applicable to Guest Service Request cancellation requests is noted in the Booking Confirmation email sent to the booker’s email after successful payment.

3. In case Guest requests to cancel the Service Request and get a refund, Guest needs to contact the Hotel’s Reservation Department directly for support.

In case of other written agreement, Customer/Partner will make payment directly to the following account:

• Account name: ROYAL INTERNATIONAL CORPORATION

• Address: Ha Long Street, Bai Chay Ward, Ha Long City, Quang Ninh Province.

• Account Number: 662100000168

• At the bank: Vietnam Public Joint Stock Commercial Bank – Quang Ninh Branch

• Transfer content: (i) Guest/Partner name; (ii) Booking Request/Event Request code; (iii) Payment type (deposit, payment…).

• Royal Ha Long Hotel has the right to (i) change or supplement the above payment receiving account number; and/or (ii) change or supplement the payment process and notify the Customer/Partner in advance in writing or post on the Website.

1. Royal Ha Long Hotel will make reasonable efforts to maintain the normal operation of the Website www.royalhalonghotel.com. However, Royal Ha Long Hotel does not warrant that (i) the functions and support tools provided on the Website will not be interrupted or error-free, (ii) the Website is not infected with viruses, malware or other harmful components, and/or (iii) all data provided on the Website is accurate and free of technical errors in the data creation process.

2. In case of technical problems such as machine problems, software errors, internet system errors, the Website being infected with viruses (“Technical Errors”) or errors in data posted on the Website such as price errors (“Data Errors”), Royal Ha Long Hotel will make reasonable efforts to fix the Technical Errors or correct the Data Errors as soon as possible.

3. Royal Ha Long Hotel has the right to refuse to perform established transactions.

•  Due to Technical Error

• On the basis of Data Error,

• Be affected by Technical Errors and/or Data Errors regardless of the source of such errors. For clarity, a data error is an error on the Website (e.g. in pricing, terms) that a reasonable person would not consider to be normal.

• In case of refusal transaction, Royal Ha Long Hotel will notify you via the email you provided when booking the service, and refund the payment related to the refused transaction that you have paid to Royal Ha Long Hotel within a maximum of 45 working days.

Except for refunding the payment received as provided above, Royal Ha Long Hotel shall not be liable for any loss or damage suffered by the Guest, whether directly or indirectly, arising from or in connection with Technical Errors and/or Data Errors.

Royal Ha Long Hotel or Partner/Guest will not be responsible for any delay or failure to perform the Contract/agreement on service provision and use (except for payment obligations) or the rights and obligations of each Party as stipulated in the General Terms and General Regulations if such delay or failure is caused by a Force Majeure Event. Force Majeure Events include but are not limited to: Storms, floods, earthquakes, wars, fires, changes in state policies and laws or other objective events.

provided that:

1. Such Force Majeure Event is completely beyond the reasonable control or not due to the fault or negligence of the Party affected by the Force Majeure Event, although that Party has applied all necessary and permissible measures to prevent, remedy or reduce the damage, causing delay or interruption, suspension of the performance of obligations.

2. Unless otherwise advised in writing by Royal Ha Long, the Partner/Customer must still perform its obligations in a manner consistent with the actual circumstances and must take all reasonable measures to perform the tasks not hindered by the Force Majeure Event.

3. Within 03 (three) days from the date of occurrence of the Force Majeure Event, the Party affected by the Force Majeure Event must notify the other Party in writing, stating details of the Force Majeure Event, measures taken to prevent and remedy the damage, expected remedy plan and resolution measures.