General Terms

As a guest at Ahoy Hoi An Boutique Resort & Spa, our policies are designed to enhance your stay and ensure maximum comfort and convenience throughout.

COMPLAINT HANDLING PROCESS

When a dispute arises (after a room is booked by a guest), the guest can file a complaint directly to us via the hotel’s hotline. The complaint will be received and transferred to the relevant department within 24 hours, and it will be resolved as soon as possible.

POLICY ON CHANGING ROOMS, CHECK-IN, AND CHECK-OUT DATES

If a guest wants to change their room or check-out date, please contact our reservation department for assistance.

Check-in & Check-out policy:

Check-in: From 14:00
Check-out: Before 12:00
Early check-in: Subject to room availability.
Late check-out: Subject to room availability.
Luggage can be stored at the reception before check-in or after check-out (please ensure that no valuables are left in your luggage).

Late Check-out Policy:

From 12:00 to 15:00 – a 30% room rate surcharge applies
From 15:00 to 18:00 – a 50% room rate surcharge applies
After 18:00 – a full night’s charge (100% of the room rate) applies

Early arrivals and late departures:

If your arrival is early in the day and you would like immediate access to your room, we recommend reserving for the prior night. Similarly, for late departures, reserving an additional night will guarantee access until you leave the hotel.

*Note: There’s no curfew, and our front desk is available 24/7. Just let us know in advance if you plan to arrive late or depart early — we’ll be happy to assist with the arrangements.

CANCELLATION POLICIES

Cancellation policies may vary depending on hotels, 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:

If the guest cancels their reservation 14 days prior to the check-in date, the full amount paid for the booking will be refunded.
If the guest cancels within 14 days from the booking date, the hotel will charge the full room rate.
In the case of a no-show (the guest has reserved a room but doesn’t show up), the full room rate will be charged.

REFUND POLICY

If the guest has made a deposit and full payment for the reserved room but cancels their trip due to unexpected events, we will consider refunding options. The refund will depend on the specific policy of each booking and will be communicated via email. Refunds are processed within 21-30 business days, depending on banks, and will be made to the bank account provided or to the charged card. There are no fees for refunds.

*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.).

PAYMENT POLICY

No fee is applied for payments made by Visa/MasterCard.

All promotional rates are exclusive of 10% tax and 5% service charges.

GUEST SERVICES

Guests with special needs: We offer support services to assist guests with special needs. Please contact our Concierge for more details.

Children and extra beds:

Children under 12 years old are eligible for the child rate when booking.
A baby cot can be provided upon request at no additional charge.
An extra bed is available upon request and will incur an additional fee.

Pool Access: All customers are welcome to use the freshwater pool.

Smoking Policy: No smoking in the rooms. Please request a smoking area from our Concierge.

ID Policy upon check-in: All guests, including children, are required to present original valid identification upon check-in (Passport or National ID).

Pets: For the comfort and safety of all guests, pets are not permitted.

Credit Cards: All major credit cards are accepted.