Hotel Policy

A&EM HOTEL GROUP

Checkin time: From 2:00 PM

Checkout time: Until 12:00 PM

Children policies:

  • Children under 8 years old share a bed with parents
  • FreSe breakfast for 1 child under 8 years old
  • The child from 8 years old up is required an extra bed with 320,000 VND ~ 420,000 VND/night/each (included breakfast)
  • It is required to complete surcharges at the reception desk once check-in.

Other policies:

  1. Show your passport with valid entry/ exit visa at the reception (ID card if Vietnamese).
  2. Do not bring into the hotel: weapons, toxics, explosives, inflammables, and pets.
  3. The hotel is responsible only for jewelry, money deposited at the reception.
  4. Do not change the room or add more person in the room without prior notice to the reception.
  5. Prostitutes are not allowed in the hotel.
  6. Visitors are not allowed to meet the hotel guests in the room. However a special case should be approved by the hotel manager.
  7. Leave the room key at the reception when leaving.
  8. Do not cook or iron clothes in the room.
  9. The check-out is until noon-time.

Reservation instruction: you are able to choose one of the following options to make a reservation:

  • Option 1: Call the hotel directly or send a hotel’s email (sales@a-emhotels.com) for faster consultation and accurate information about room availability.
  • Option 2: Access the hotel’s website to make a reservation.

Payment method: There are two methods for you when paying:

  1. If you choose option 1, you can pay either via A&Em Hotel Group’s bank account
  • Account info: CÔNG TY TNHH MTV A EM          
  • Account No.: 112000149202
  • Bank account: NH TMCP CÔNG THƯƠNG VIỆT NAM (Viettin Bank) – CHI NHÁNH TPHCM.

2. If you choose option 2, A&Em Hotel Group provides ONEPAY payment service, accepting international cards Visa and Mastercard, American Express, JCB and domestic ATM (this list may change). The customer’s payment card will be checked for validity and may be rejected for a number of reasons: stolen or locked card, limit error, input error, etc. In case of any problem, the Customer must contact the bank or hotel to confirm the service reservation and payment method.

Payment policy: Please make payment in advance the arrival date to guarantee your reservation.

Payment Security Policy:

A&EM Hotel Group does not store any information related to the credit card or bank account that you use on the website through the ONEPAY payment gateway. The web-based card payment system provided by the payment gateway partner has been licensed to operate legally in Vietnam. Therefore, our card payment security standards comply with the security standards of the payment gateway partner.

Cancellation and Amendment policy:

In case guests wish to cancel or amend your reservation, you may do so directly on the website where the reservation was originally made, or contact the property directly using the contact details and phone number provided in the booking confirmation email.

In the event of force majeure circumstances such as natural disasters, war, epidemics, government regulations, or legal issues related to the guest’s background, the hotel will promptly inform the guest of the booking status and shall not be held liable for any compensation or related expenses.

In cases where guests have made full or partial prepayments for their reservation but wish to amend/cancel their reservation, the hotel will refund in accordance with the terms and conditions of each booking. For any cancellation/amendment requests that fall outside the general policy, the hotel reserves the right to charge fees based on its established policies.

In cases where guests are unable to meet the conditions for free cancellation or amendment due to force majeure reasons, please clearly state the reason to the hotel so that the hotel can review and consider refunding the prepayment to the guest.

Depending on the period, the cancellation and amendment policies may vary. Below are the basic policies regarding room cancellation or amendment:

  • Low season: Any cancellation received within 3 days prior to the arrival date will incur the first night’s charge. Failure to arrive at your hotel or property will be treated as a No-Show and will incur a charge of 100% of the booking value.
  • High season: Any cancellation received within 5 days prior to the arrival date will incur the first night’s charge. Failure to arrive at your hotel or property will be treated as a No-Show and will incur a charge of 100% of the booking value.

Refund Policy:

Refunds will be processed in accordance with the terms and conditions of each booking, depending on the specific period. In cases where the guest has paid a deposit or made full payment for the booking, our staff will officially notify the guest of the refund details via email.

The refund processing time is within 21–30 working days, depending on the bank.

Refund method: Refunds will be made to the provided bank account or the card originally used for payment.

Refund fee: Free of charge.

Complaint Resolution:
In the event of a dispute (after the guest has made a reservation), the guest
may file a complaint directly with us via our hotline: 0907 429 989 hoặc email:
sales@a-emhotels.com.

Customer complaints will be received and forwarded to the
responsible department within 24 hours and will be resolved as soon as
possible.

©Copyright 2025 A&EM Hotel Group.