Complaint Handing Process
When a dispute arises (after a room is booked by a guest), the guest can file a complaint directly to us via our email info@vesnahotel.com or the hotel’s hotline at +84 (0) 258 388 5858.
The guest’s complaint will then be received and transferred to the department in charge within 24 hours. The complaint will be resolved as soon as possible.

Policy on Changing Rooms, Check-in and Check-out Dates
In case a guest wants to change his/her room or check-out date, please contact our reservation department for assistance.

Cancellation Policies
Cancellation policies may vary depending on room category, rates and time. Below is the basic policy on room cancellation, applicable when there is no cancellation policy mentioned in the reservation letter or on the online booking page.
Cancellations 14 days prior to the check-in date, full booking charge will be refunded.
Cancellations within 14 days to the check-in date, a one-night penalty will be charged.
No-show (the guest has reserved a room but doesn’t show up), full charge on booking amount applies.

Refund Policy
Applies for cases with upfront deposits or full payment upon room reservations.

In unexpected events where the Guest cancels the trip, refunding options will be considered upon request. The refund amount is specified by case and by circumstances of each booking. Communications regarding refunds are handled by our Staffs via email.

The refund is made within 21-30 business days depending on banks.
Refund method: the refund will be made to the bank account provided or to the charged card.
Refund fee: free of charge.

*Note:
We reserve the right to change the conditions and cancel policies at any time without prior notice.
We are not responsible for compensation for any indirect, incidental or consequential damages arising from changing dates, room type, etc. or in case of force majeure (natural disasters, wars, etc.).