BOOKING PROCESS AND SERVICE POLICY

Welcome to Dinh Da H’Mong – Karsterly Rock Lodge. To ensure the rights of our guests and the professional operation of the lodge, we would like to announce the following booking process and detailed service policies.

1. CHECK-IN & CHECK-OUT TIME REGULATIONS

The stay duration is calculated based on the number of nights at the lodge.

  • Check-in Time: From 14:00 (2:00 PM).
    • Note: Early check-in is subject to actual room availability and may incur a surcharge.
  • Check-out Time: Before 12:00 (12:00 PM).
    • Note: Late check-out after 12:00 may incur an additional fee ranging from 30% to 100% of the room rate depending on the time.

Identity Document Regulations: In accordance with Vietnamese law and border security regulations (Ha Giang area), guests are kindly requested to present the original of one of the following documents upon check-in:

  1. Vietnamese Citizens: Citizen Identity Card / ID Card.
  2. International Guests: Valid Passport and Visa.
    • The Lodge supports guidance on border permit procedures for foreign nationals if requested in advance.
    • We only take photos/scan documents for declaration purposes and do not keep your original documents.

2. BOOKING AND PAYMENT PROCESS

To ensure your booking is confirmed quickly, please follow this process:

Step 1: Consultation and Availability Check

  • Website: dinhda-karsterlyrock.com
  • Hotline/Zalo/WhatsApp: Contact the lodge’s phone number directly.
  • Email: [email protected]

Step 2: Confirmation and Deposit

After finalizing the room type and dates, we will send a temporary Booking Confirmation along with bank account details.

  • Please kindly make a deposit payment to guarantee your reservation.
  • Transfer content: Guest Name – Phone Number – Check-in Date.

Step 3: Completion

The system will send an official confirmation via Email/Zalo/SMS after the deposit is received. The booking is only valid upon receipt of this confirmation.

3. RATES AND CANCELLATION POLICIES

We offer flexible rate policies tailored to meet the needs of various customer segments:

A. Flexible Rate

Designed for guests who desire flexibility and may need to adjust their schedule.

  • Deposit: 30% – 50% of the total booking value.
  • Cancellation:
    • Cancellation 15 days prior to check-in: 100% refund of the deposit (minus bank transaction fees, if any).
    • Cancellation from 7 to 14 days prior to check-in: Deposit reserved for a future stay (valid for 3 months) or a 50% penalty of the deposit.
    • Cancellation within 7 days prior to check-in or No-show: 100% penalty of the deposit.

B. Non-refundable Rate (Saver Rate)

For guests with fixed schedules who want to enjoy the best preferential rates.

  • Payment: 100% payment of the total booking value immediately upon booking.
  • Policy: Non-refundable, non-cancellable, and non-modifiable in all cases (except for Force Majeure).

C. Chính sách cho Đoàn và Công ty Lữ hành (TA/OTA)

Applicable for groups of 05 rooms or more or contracted partners.

  • Deposit: 1st Installment (30% upon signing Contract/Confirmation), 2nd Installment (100% settlement 15 – 30 days before group check-in).
  • Group Cancellation:
    • Cancellation before 30 days: Free of charge.
    • Cancellation from 15-29 days: Penalty of 50% of the total contract value.
    • Cancellation within 14 days: Penalty of 100% of the total contract value.
    • Note: The Rooming List must be submitted 03 days in advance for declaration procedures.

4. CHILDREN AND EXTRA BED POLICY

  • Children under 6 years old: Complimentary when sharing bed with parents (maximum 01 child/room).
  • Children from 6 – 11 years old: Surcharge for breakfast and service fee applies (sharing bed with parents).
  • Children from 12 years old and above: Charged as adults.
  • Extra bed: We cannot provide extra beds, cribs, or cots.

5. FORCE MAJEURE

In case of force majeure events such as natural disasters (storms, severe landslides isolating Ha Giang), epidemics, fire, or official bans by local authorities (with written documentation):

  1. We agree to allow guests to reschedule their service (preserving the deposit) to a suitable time within 06 months.
  2. Refunds will be considered on a case-by-case basis depending on actual conditions and mutual agreement, prioritizing the customer’s rights.

6. ACCOMMODATION RULES AND RESPONSIBILITIES

Guest Responsibilities (Lessee)

  • Self-preservation of personal belongings, money, and valuables. The Lodge is not responsible for the loss of personal property if not deposited at the Reception.
  • Use room equipment for its intended purpose. Guests must compensate for any damage or loss of lodge property (towels, sheets, electrical appliances, etc.) according to the stipulated price list.
  • Maintain general order after 22:00 (10:00 PM) to ensure a quiet environment for other guests.
  • Strictly prohibited within the lodge: Weapons, explosives, toxic substances, and illegal stimulants/drugs.
  • Cooking inside the bedroom is prohibited (except in designated areas or rooms with private kitchens).

Responsibilities of Dinh Da H’Mong – Karsterly Rock Lodge (Lessor)

  • Ensure rooms are clean, comfortable, and match the booked category.
  • Enthusiastically support with local tourism, dining, and sightseeing information.
  • Ensure security and safety within the lodge premises.
  • Provide valid invoices and documents upon request (Please inform us prior to check-out).

For any inquiries or special assistance, please contact:

Dinh Da H’Mong – Karsterly Rock Lodge is honored to serve you!