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Reservations Policies

Article 3. Use of the Services

3.1. Accommodation Service

a. Check-in and Check-out Time

Unless otherwise stated and/or confirmed by the Property, the check-in and check-out regulations shall apply as follows:

Upon the completion of check-in procedures, Guests will be charged the Room Rate for the entire period of stay as registered with the Property, regardless of whether they check out prior to the designated time.

b. The above fees for early check-in/late check-out will be calculated according to

(i) Hoiana’s Public Rates (including promotional price or price policy if applicable at the time of payment) when the Guest pays Hoiana directly or

(ii) the contract/agreement price (including promotional price if applicable at the time of payment) between Hoiana and the Partner if the Partner is the paying party.

c. Hoiana will record the Guests’ information when registering for check-in for management. By agreeing to check in, the Guests are deemed to have been notified by Hoiana of this.

3.2. F&B Services

a. F&B services will be served on a first-come, first-served basis. The opening times and contact information for reservations for F&B Facilities are as set forth below.

Categories Regulation Notes
Check-in time
3 PM on the day of arrival
Check-out time
No later than 11:00 AM of the check-out date
Early check-in fee before 3 PM
100% of the purchased Room Rate
Subject to the room availability and confirmations by Hoiana.
These fees must be paid immediately upon confirmation by Hoiana.
Late check-out fee from after 11 AM to 6 PM
50% of the purchased Room Rate
Late check-out fee from after 6 PM
100% of the Room Rate
No. Business Property Opening time Booking channels
1
The Terrace
07:00 AM - 11.00 PM
Tel: +84 (0) 235 8586 688

Email: [email protected]

2
The Edge
11:00 AM - 11:00 PM
Tel: +84 (0) 235 8586 688

Email: [email protected]

3
Cove Bar and Grill
10:00 AM – 09:00 PM
Tel: +84 (0) 235 8586 688

Email: [email protected]

4
Aroma
11:00 AM – 11:00 PM
Tel: +84 (0) 235 8586 688

Email: [email protected]

5
Lucky Court
11.00 AM – 10.00 PM
Tel:+84 (0) 235 858 8394
6
The Garden
8:00 AM – 9:00 PM
Tel: +84 (0) 235 858 8393

Email: [email protected]

7
Obaltan
11:00 AM – 10:00 PM
Tel: +84 (0) 888 069 749

Email: [email protected]

8
Mien
24 hours
Tel: +84 (0) 888 168749

b. Seats booked at a particular F&B Facility shall be held for a maximum of no more than 30 minutes from the arrival time booked by the Guest. Hoiana will not be responsible for guests arriving late for any reason.

3.3. Golf Services

a. Guests are required to make reservations by phone/fax/email/letter showing the following:

    • The number of guests playing and their names
    • Requested tee time
    • Other requests if any, such as meals, equipment rental, etc.

b Booking chanels:

c. The golf course will send guests a Reservation Voucher for the requested tee time.

d. Guests pay directly at the golf course when check-in.

Article 4. Booking Policies

4.1. All Service Requests, 

Guests/ Partners’ Booking List must be sent to Hoiana in the form of emails or physical documents prior to the check-in time. 

4.2. In case of online booking, by clicking “Confirm”, the Guest agrees to the terms and conditions before completing the booking. 

4.3. In the case when the Agent books rooms /apartments for 1 group or many different groups of Guests, the Partner must ensure that: 

a. The Price Package is set for 02 adults in 01 hotel room/bedroom suite if not otherwise mentioned in the Appendix about room rates. 

b. The Partner needs to inform all Guests that: 

(i) Guests shall share a room with other guests booking through the Partner; 

(ii) Guests shall take care of their personal properties when sharing a room with other guests. Partners shall bear all related responsibilities if complaints or disputes arise. 

c. Hoiana shall not be responsible for resolving conflicts/disputes between Guests sharing rooms/apartments. 

4.4. Reservation information: see details in Appendix 1 

4.5. Regulations on accommodation: 

a. The maximum number of Guests per Hotel room (except for special cases) is applied as follows: 

(i) Maximum 02 people in 1 bedroom, including children 

(ii) Only 01 extra bed is allowed per room, depending on the policies applicable at each Hotel & Suites. 

b. Special circumstances: in special cases (including, but not limited to: force majeure events, upgrading and repairing of the Property, etc.), Hoiana reserves the right to relocate the Guests to another type of room/ Property with the same standard as the room type/ Property which Guests/Partners have booked and confirmed by Hoiana. 

4.6. Information provided to Hotel before arrival date 

For the Guests to receive the best quality of service from the Property and to ensure the Guests’ security, the Guests/Partners should provide the Property’s reservation department: 

a. List of all Guests (full name, date of birth, gender, identity card/citizen identity card, passport number, nationality, copy of temporary residence card, and other required information requested by the respective Property from time to time): 

(i) Single guests: The information must be sent to the Property’s reservation department through the confirmation of the booking request, but no later than the no-charge cancellation deadline. 

(ii) Group guests: Details according to the group guest contract.

 b. If the Guests/ Partners fail to provide the reservation list on time, Hoiana reserves the right to cancel the booking request from the system, refuse to apply the discounted price listed on the Voucher, and refuse to confirm the requested Service Request from time to time or according to the agreement, contract signed between the Guests/ Partners and Hoiana. In such cases, Hoiana shall apply the Public Price at the Property on the day of check-in if the room is available, and the Partner will be solely responsible for dealing with the Guests’ complaints arising from such late delivery of information. 

c. Other special requests, such as high floor rooms, and adjoining rooms,… shall be provided subject to the Property’s availability at the time of check-in. 

d. In case there are additional Guests (including children) without prior confirmation, the Guests/ Partners shall be charged a corresponding surcharge according to the Property’s Public Price table at the time of check-in. In the event that the booking is made through a Partner, the Partner shall pay the surcharge directly or Hoiana has the right to deduct the surcharge from any payment made by the Partner to Hoiana. 

4.7. Check-in procedures 

a. Guests are required to present ID or passport and/or Birth Certificate for children and take photos at check-in for registration purposes, the Property will keep a copy of these documents. In the event that the Guests are unable to present the child’s birth certificate or related documents, the Guests/Partners have by default agreed to use the child’s height to determine his or her age, specifically as follows:

Height Age
Under 1m
Under 4 years old
1m - 1m40
From 4 to 12 years old
Over 1m40
12 years old and above

b. By agreeing to purchase and use Hoiana’s services, the Guest agrees to allow Hoiana to take photos and use the Guest’s photos for statistical purposes and stay management. Hoiana commits not to use/provide the Guest’s information to third parties for other purposes, except in the case of complying with the request of a competent state agency or with the prior consent of the Guest.

4.8. Cancellation/change of booking information

a. Single guests: notice of cancellation/change of booking information must be provided to the Property by 2 PM (local time), 7 days prior to the check-in date, and free of charge. In case of late notice, guests will be subject to a penalty equivalent to 1 night stay at the public price of the booked room package.

b. Group guests: Details according to the group guest contract, and the Partner shall be fully responsible for handling the guest’s complaints in this case.

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Earn additional points to be redeemed for comps, gifts, or gaming credits***

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Private Gaming Access#

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Dedicated Personal Host

-

ENTERTAINMENT, DINING, HOTEL, GOLF AND RETAIL BENEFITS

Discounts at Selected Hoiana Resort's Restaurants, Hotels, and Golf

10%

Member Best Available Rate for Hotel Stays and Golf

Complimentary Dining #*

Complimentary Hotel Accommodation #

Complimentary Room Upgrade**

-

Priority Seating at All Casino Restaurants

-

Complimentary Spa Services #**

-

Guaranteed Hotel Stays

-

TRANSPORTATION BENEFITS

FREE Parking

FREE Shuttle Bus Services**

FREE Valet Parking

Complimentary Limousine Services #

-

PRIORITY AND EXCLUSIVE BENEFITS

SMS Birthday Offer

Birthday Gift #

Personalised Limousine Services #

-

Personalised Concierge Services

-

Premium Invitational Events

-

Exclusive Gaming Lounge

-

GAMING BENEFITS

Earn additional points to be redeemed for comps, gifts, or gaming credits***

-

Daily Gaming Offer #

-

Special Promotions, Tournaments and Exclusive Events #

-

Exclusive Limited Items for Point Redemption #

-

Private Gaming Access #

-

Dedicated Personal Host

-

ENTERTAINMENT, DINING, HOTEL, GOLF AND RETAIL BENEFITS

Discounts at Selected Hoiana Resort's Restaurants, Hotels, and Golf

10%

Member Best Available Rate for Hotel Stays and Golf

Complimentary Dining #*

-

Complimentary Hotel Accommodation #

-

Complimentary Room Upgrade**

-

Priority Seating at All Casino Restaurants

-

Complimentary Spa Services #**

-

Guaranteed Hotel Stays

-

TRANSPORTATION BENEFITS

FREE Parking

FREE Shuttle Bus Services**

FREE Valet Parking

-

Complimentary Limousine Services #

-

PRIORITY AND EXCLUSIVE BENEFITS

SMS Birthday Offer

Birthday Gift #

-

Personalised Limousine Services #

-

Personalised Concierge Services

-

Premium Invitational Events

-

Exclusive Gaming Lounge

-