1. Complaint Resolution Process

If you encounter any issues after booking a room at Thien Son - Suoi Nga, you may file a complaint by calling our hotline directly. Upon receiving your complaint, we will forward your information to the responsible department within 24 hours and address your issue as soon as possible.

2. Policy for Changing Rooms, Check-in, and Check-out Dates

If you wish to change your check-in date or switch rooms from your original booking, please contact our reservations team by phone or email for assistance. We will check room availability and assist you to the best of our ability.

3. Cancellation Policy

• The cancellation policy may vary depending on specific cases. However, the following general policy applies unless otherwise stated in your booking:
• Cancellation more than 15 days before check-in: You will receive a full refund of your payment.
• Cancellation within 15 days of check-in: You will be charged the full room fee, and no refund will be issued.
• No-show (failure to check-in): If you fail to check in, the full room fee will be charged.

4. Refund Guarantee Policy

• If you have paid a deposit or the full room fee but need to cancel your trip due to force majeure circumstances, we will consider refunding your payment.
• Refund Conditions: Refunds will be based on the terms of your specific booking and will be officially communicated by our staff.
• Refund Timeframe: Refunds will be processed within 15 to 30 business days, depending on your bank.
• Refund Method: The refunded amount will be transferred directly to the bank account or credit card used for payment.
• Refund Fee: Completely free of charge.

5. Important Notes

• We reserve the right to modify terms and cancel policies at any time without prior notice.
• We are not liable for compensation, date changes, room type adjustments, or any indirect, incidental, or consequential damages arising from force majeure events (natural disasters, wars, etc.)