FAQs for customers

NEW RESERVATION

 

1. Why is your price lower than other online booking channel?

Located right in the Central of Vietnam, we and our property partners have signed a contract to provide our guests the best room price.

2. Are the room rates the final price?

Yes, the price shown on our Hotelshoian.com website if the final price that you will pay us.

3. What is included in my room price?

Your room price always includes tax and service charge. In addition, please check the room conditions by clicking on “show photos” to find out more about what service is included in the room price. 

4. Is breakfast included in the room rate?

Please check the room’s inclusions if the breakfast included. 

5. Is breakfast included for my children?

If the breakfast included in the room price, it’s not included for children sharing bed with their parents. You will speak directly to the hotel about breakfast as well as pay them directly. And usually, the breakfast is included in the extra bed rate.

6. If I remove breakfast, can I get a refund?

Many room types include breakfast, and if you want to remove breakfast out of these room rates, you will not receive a refund because Hotelshoian.com is not able to remove a breakfast charge. 

7. Why there are different rates for the same room type?

For the same room type, there are several rates with several different conditions, such as non-refundable room or refundable room.

  • Non-refundable price: this price is usually lower than the standard price (refundable), but once you book, you cannot change or cancel without and charges. 
  • Refundable price (standard price): depending on the property's policy, you can change or cancel your booking before a certain deadline. 

8. How do I know if the discount has been applied yet?

The price shown on Hotelshoian.com website is the final price, which means it includes the promotions (if available), the promotion name will display on the confirmation form. 

9. Is there any discount for other group (such as senior citizens, airline employees, hotel member cards or Government officials) than Hotelshoian.com members?

There is no further discount for senior citizens, airline employees, hotel member cards or Government officials.

10. What does non-refundable mean?

Non-refundable room is when you’re sure about your travel information, you will book a room with a lower price but fees will apply if you change or cancel this reservation. In this case, Pay Later option will not be available. 

11. Can I get recommendations from Hotelshoian.com in choosing properties? 

Hotelshoian.com integrates reviews from Tripadvisor, the world largest travel site. In addition, your search results will be sort accordingly to your expectations. For any further information, you can always contact Hotelshoian.com Team any time through Live chat, email or phone number. 

12. How do I know if there is additional charge for my children?

You can find the policies by scrolling until the end of the room list and hotel information. The Children Policy has stated all the information you need. Remember to check the max occupancy of each room type to know how many children are allowed to stay.

13. How do I add baby cot to my reservation?

Some properties provide baby cot. Please enter your special request in the booking form when making the reservation. We highly recommend checking with the property first.

14. How do I add extra bed to my reservation?

Some types of room are available to add extra bed. Please check on each individual room type if the “Add extra bed” button is available.

15. How can I know the price of extra bed?

Please check on each room type if the “Add extra bed” is available. This part will let you know the maximum number of extra bed you can add and the price of each extra bed.  

16. What is the difference between double room and twin room?

A Double Room has one double bed and a Twin Room has 2 single beds. The double room or twin room is specified in the room type already.

17. What is triple room?

A triple room is for three adult. The bed arrangement could be one double bed and one single bed, or three single beds. Please check the room information or check with the hotel for more information.

18. How much is the reservation fee that Hotelshoian.com charge?

Hotelshoian.com does not charge any reservation fee. The amount you paid is the total room price and will be transferred fully to the hotel.

19. Can I book a room type does not listed on Hotelshoian.com website?

No, unfortunately you cannot book a room type does not listed on Hotelshoian.com website.

20. Can I book at the property directly?

Of course you can, but don’t forget that we always offer discounts as well as other booking condition like pay later, free cancellation that you cannot get if you book directly at the property.

21. How can I check for budget hotels only?

After entering your travel information, in the result page, there will be several filters to apply: price, area, stars number, property type. Click on the price range you prefer and the hotels which fit your requirements will be shown. 

22. How can I check the room rate?

Because the room rate depends on the type of room and check in, check out date. So at first you need to enter your travel information (like destination, check in and check out date, number of travelers) then the room rate will be shown. 

23. What currency is used on Hotelshoian.com website?

There are two currencies used on Hotelshoian.com website right now: US Dollar and Vietnam Dong. Vietnam Dong is the main currency and the rates in USD depend on the rates in Vietnam Dong and exchange rates at the moment.

24. What language is used on Hotelshoian.com website?

We only use English on our website to prevent the conflict between different languages. However, we are going to offer more and more languages to reach our goal: going global. 

25. How can I make a booking?

After entering all the travel information, choosing your room type and number of rooms, agreeing with the final price shown on our website, you will go on to the booking page, where you provide us your information and special request (is needed), make payment (right at that moment or later), then you will finish your booking through Hotelshoian.com. Please make sure that you gave us the leader’s name correctly.

For more details, please follow our Booking Guide with details instructions. 

26. How do I know the number of available rooms left?

Please enter your travel information (including your destination, check in and check out date, number of travelers), then you will find out the number of rooms available for your period at that moment. If you need more than the number of available rooms, please split into different room types or search for another hotel.

27. What do I do when I found a cheaper price on another website after making a reservation on Hotelshoian.com?

Please read our Terms and Conditions, the Best Price Guarantee part to make sure your booking has the same condition as the rate you found on another website. Our Terms and Conditions will guide you through the claiming process.

28. Can I reserve a room for a longer period than 30 days?

Yes, you can. The duration of your reservation is not limited. 

29. Can I make a reservation with the check in date today?

Yes, you can. As long as the room is available on our website, you are free to book and the property will handle it fully.

30. How can I book more than 9 rooms?

There’s no limit for the number of reserved rooms on Hotelshoian.com. Please note that different rooms have different policies and conditions.

31. What are travel news and travel information?

“By failing to prepare, you are preparing to fail”, said Benjamin Franklin. Besides providing an online reservation platform, Hotelshoian.com also provides its guests information about Vietnam, especially in the Central Vietnam. Sometimes your trip gets into trouble because of the Vietnam laws and regulations or some other rules that you didn’t know before. So we recommend checking Vietnamese Embassy, Ministry of Foreign Affairs or other Government source for official country-specific travel advisories before getting on to your journey.

32. Where can I find the cancellation policy of an individual hotel?

In the hotel site on our website, you can scroll down under the room types and hotel information to find out its cancellation policy. In addition, the hotel’s cancellation policy will be shown on the booking form you receive through email. Please note that the cancellation policy will be different between different room types with different booking conditions. 

33. What are Pay Now and Pay Later options?

We offer two payment options for our guests.

  • Pay Now: you will pay the total price during the reserve process in order to complete it.
  • Pay Later: you don’t have to make payment during the reserve process, you can pay later before a certain payment term. But please note your booking is not guaranteed unless you complete your payment on time. We will send to your email the payment link included in the pending confirmation form.

Important note: Some room types with certain booking conditions are not able for Pay Later option. 

34. Who defined the stars rating of the hotels?

Star ratings are defined by the properties, according to Vietnam regulations and standards. Hotelshoian.com does not take any responsibilities for their accuracy, although we will try our best to check the information before putting them online.

35. What is the crossed-out rate?

The crossed-out rate is based on the original room rate with the same condition. This rate was defined by the hotel for a long period. However in some periods, the hotels will run (discount) promotions in order to optimize their revenue. 

36. How many price types are there on hotelshoian.com?

The first time visit hotelshoian.com, you might be overwhelmed by the rates on our website. Take a look at the following price types to understand price types and how it work. 

  • Standard: The original price with common policies. You might change or cancel your reservation free of charge before a specific deadline.
  • Promotion Standard: From the original price, the property decided to offer a discount for its customers. The policies remain the same. 
  • Member Standard: Sometimes the property offer a discount on the original price, but only for members of hotelshoian.com. Take one minute to register an account on hotelshoian.com (for free) and get yourself special deals!
  • Promotion Standard for member: From the original price, you can get two discounts at once, discount on standard price & discount for members.
  • Non-refundable: The property decides if it wants to offer this price type for its guests. Reservations booked at this price type is not changeable or cancelable. The Pay Later option is not available for this price type.
  • Promotion Non-refundable: This price is a discount on the original non-refundable price. Reservations booked at this price type is not changeable or cancelable and the Pay Later option is not available for this price type.
  • Member Non-refundable: Non-refundable price is also available for members sometimes. You must sign-in to see the price and you cannot change or cancel this reservation withour being charged, of course, Pay Later option is not available. 
  • Promotion Non-refundable for member: Sometimes you can get a lot of discount if you are lucky enough. This price is the discount on the original Non-refundable price, then a discount for members of hotelshoian.com. Your reservation will not be able to change or cancel without being charged. Pay Later option is not available. 

 

PAYMENT AND REFUND

 

1. How can I get a receipt or tax receipt?

Please contact the hotel for receipt/tax receipt. Hotelshoian.com receives payment from its guests on behalf of the hotels, and transfers fully to the hotels.

2. Can I make a reservation using someone else credit card?

Yes you can. Please know that you need authorized papers from the card owner as a proof that you were allowed to use this credit card.

3. What payment options do you offer?

We offer two payment options:

  • Pay now: you will pay immediately by the end of the booking process in order to complete and guarantee your reservation.
  • Pay later: instead of paying immediately during the booking process, you can pay before a certain payment term in order to guarantee your reservation.

4. Can I pay at the hotel?

You cannot pay at the hotel. At this moment, we haven’t offer the Pay at the hotel payment option yet. But we will in the very near future. So in order to complete and guarantee your reservation, you will have to pay in advance. 

5. Can I change the currency of my booking?

At this moment there are two currencies are using: Vietnam Dong and US Dollar. Please note that the USD amount depends on the VND amount and the exchange rates at that moment. We are improving our website and there will be other currencies and languages really soon!

6. Can I change the reservation name after I complete my reservation?

You can change the reservation name after completing your reservation by clicking on “Manage your booking” link sent to your email. If you are unable to do that, please contact us immediately through the Customer Service or contact directly to the hotel. If you failed to do this, the hotel has the right to refuse that reservation on check-in.

7. Will my credit card details be safe?

We offer OnePay Payment Gateway, which uses https protocol to transfer your card information. The first six numbers and the last four of your credit card will be sent to the property for security check at check-in. The other information will not be stored in any place. 

8. When do I have to pay for my booking?

We offer two payment options:

  • Pay now: you will pay immediately by the end of the booking process in order to complete and guarantee your reservation.
  • Pay later: instead of paying immediately during the booking process, you can pay before a certain payment term in order to guarantee your reservation. 

9. Can I pay whenever I want to?

Yes you can, only when you choose the Pay Later option. Please remember that you have to pay before a certain payment term in order to complete your reservation.

10. Can I make a reservation without credit card?

You will need a valid credit card to make payment in order to confirm your reservation. At this moment, we haven’t offer the Pay at the hotel payment option yet. But we will in the very near future. However, you can make a booking using someone else’s card under their permission. In these cases, please make sure you will provide us the card owner information in the “Special request” box.

 

BOOKING DETAILS

 

1. What is the confirmation form?

The confirmation form will be sent to your email after you complete your reservation within 30 minutes. Please make sure the email address you provided us is accurate.

2. How do I get a confirmation letter?

By providing us an accurate email address, you allow us to send you confirmation emails. You will get it within 30 minutes after you made a reservation. In case you don’t receive the confirmation email, please check your junk/spam box or the email address you gave us. If you still don’t receive the confirmation email, please contact our customer service.

3. How can I check my booking details?

All the important information is shown in the booking confirmation form sent to your email. If you need to change anything, you can click on “Manage your reservation” button and change yourself.

4. What if there is no record of my reservation at the hotel?

In such cases, please contact Hotelshoian.com through our customer service immediately, or please ask the hotel to contact us. You will need to provide us the booking confirmation we sent you as a proof that your booking had been confirmed. 

5. Can I check-in without the confirmation form I received?

You need to show the confirmation form you received and the credit card you used to make payment for this booking in order to avoid any problems during the check-in process.

6. What do I need to show the hotel in order to check-in?

You will show the confirmation form, the credit card you used to make payment for this booking, and a valid ID card with the same name and your photo on it. In the event that you borrowed someone else credit card, the hotel may check with the card owner for authorization purpose. 

7. Can I use the confirmation form I received to apply for VISA?

Yes, you can. After finish paying your payment, you will receive an official confirmation form. If the embassy does not accept this form, please contact the hotel for a guarantee letter. 

8. Why I haven’t received my confirmation email yet?

After completing your reservation, a confirmation form will be sent to your email (please make sure you provided an accurate email address) within 30 minutes. If you don’t, please check your junk/spam box. If not, please contact our Customer Service immediately.

 

HOTEL POLICY

 

1. What is the check-in and check-out time?

Check-in time is normally from 14:00, which means your room will be ready for checking-in from 14:00, if you did not make a reservation for early check-in, the hotel cannot guarantee if you arrive earlier and require for checking-in. Check-out time is normally until 12:00, which means you have to check-out until 12:00, or later if you made a reservation for late check-out. Please check on each property's policy for the accurate check-in and check-out time.

2. What if I want to check-in earlier than the check-in time of the hotel?

Please kindly put your request for early check-in in the “Special requests” box, including arrival time. Some hotels may charge you an extra fee for early check-in, you will pay this amount directly to the hotel. 

3. What if I want to check-out later than the check-out time of the hotel?

Please kindly put your request for late check-out in the “Special requests” box, including expected check-out time. Some hotels may charge you an extra fee for late check-out, you will pay this amount directly to the hotel.

4. Can the hotel store my luggage before check-in or after check-out?

Many hotels offer luggage storage service before check-in or (and) after check-out. This might require you an extra fee. Please check with the hotel for more information. 

5. Is there additional charge for parking/gym/sauna/pool etc.?

Some hotels offer these services for free and some hotels require an additional charge. Please check the hotel policy, hotel information or contact the hotel for more information.

6. Does the property allow pets?

Several properties allow pet, you can find this information in the hotel policy.

7. How do I know if a certain facility or amenity is available?

The available facility and amenity is stated in the hotel information and room information on hotelshoian.com website.

8. Can I request a smoking room if the room type I chose is non-smoking?

Non-smoking room means you are not allowed to smoke in this room. Please check with the hotel if you need a smoking room.

9. How can I get the property’s address?

The property's address is available on our website, right under the hotel name. Hence, the property's address and phone number will be shown in the confirmation form sent to you in the confirmation email.

10. How can I get the property’s contact information?

The contact information of the property (including address, phone number) will be shown in the confirmation form sent to you in the confirmation email.

 

CANCELLATIONS

 

1. Where is the cancellation policy?

You can find the policy for instant under every room type, or you can scroll down to the Hotel information to find the Cancellation policy. And hence, the cancellation policy will be repeated in the booking form.

2. Can I cancel my booking?

Yes you can, but please take note that fees might be charged. Please check the hotel policy carefully. The cancellation fees will be shown in the confirmation form sent to you.

3. How do I cancel my booking?

By clicking on the “Cancel my booking” in the confirmation email and follow our instructions, you can cancel the booking yourself.

4. Will I be charged if I cancel my booking?

Each hotel, each type of room, type of price, promotion and different periods of stay has the different cancellation policy, which determines the amount of fees you will be charged if you cancel your reservation. That cancellation policy and amount of fee will be stated in the confirmation form.

5. Why am I charged when I cancel my booking?

This amount of fee you are charged is based on the hotel’s cancellation policy. This policy will be different between different hotels, room types, rate types, promotion type etc. Please check the policy carefully before submitting your booking to avoid misunderstandings. 

 

AMENDMENTS

 

1. What information can I change after submitting my booking?

You can change your name, phone number, email address, country. You can also send messages or special requests to the property. 

2. How can I change my check-in/check-out date?

Due to the difference type of rate, promotions of the hotel and the availability of rooms, hotelshoian.com is not able to amend the duration of your stay. You have to cancel your booking and make a new reservation, please check the cancellation policy for more information. Please kindly take note that the rate for different period of stay will be different. 

3. How can I change the number of rooms?

Due to the availability of the hotel, hotelshoian.com is not able to amend the number of booked rooms. You have to cancel your booking and make a reservation again, or you can make an additional reservation, please check the cancellation policy for more information. Please kindly take note that the rate for different number of rooms will be different.

4. How can I change to another hotel?

Due to the availability of the hotel, the different type of room and other conditions, hotelshoian.com is not able to change to another hotel. You have to cancel your booking and make a reservation again at another hotel, please check the cancellation policy for more information. Please kindly take note that the rate for different hotels will be different.

 

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