Cancellation & Refund

We understand plans change. This policy sets out clearly how cancellations, refunds, modifications, and no-shows are handled at Thiên Ý — Huế Citadel Villas & Hotel (“the Property”).

1. Scope

This policy applies to all reservations made via thienyhue.com or book.thienyhue.com. It is part of our Terms and Conditions.

Reservations made through third-party booking platforms (e.g. Booking.com, Agoda, Airbnb) are subject to that platform’s cancellation rules in addition to ours. In case of conflict, the stricter of the two policies applies.

2. Standard cancellation tiers

Unless your reservation was booked on a clearly identified non-refundable or promotional rate, the following tiers apply:

Time before arrival	Amount retained if you cancel
More than 30 days	Nothing retained — everything you have paid is refunded in full
14 to 30 days	50% of your total stay cost is retained; any amount you paid above that is refunded
Less than 14 days, or no-show	100% of your total stay cost is retained — no refund

These tiers apply per villa, per reservation. For multi-villa or multi-room bookings, each villa is treated separately.

3. Payments, additional charges and refunds

3.1 International card reservations

At the time of booking, you are charged the deposit amount applicable at that time under Section 2.

By completing your booking, you authorise us to securely save your payment method with our payment provider, Stripe, for the purpose of processing payments relating to this reservation.

As your arrival date approaches and your reservation enters a stricter cancellation tier under Section 2, we will automatically charge the difference between the amount already paid and the amount that becomes payable under that tier.

For example, if you book more than 30 days before arrival and pay the applicable partial deposit, we will automatically charge the additional amount when your reservation enters the 14-to-30-day or under-14-day cancellation window, as applicable.

If an automatic charge cannot be completed — for example, because your card has expired, been cancelled, or the charge is declined — we will contact you by email with a secure link to make the required payment using a valid card. Please keep your contact details up to date and respond promptly to avoid your reservation being affected.

If you choose to pay the full stay amount at the time of booking, and subsequently cancel at a point where Section 2 requires less than 100% of the stay amount, we will refund the difference between the amount paid and the amount payable under the applicable cancellation tier.

Refunds are normally credited to the same card used for payment and may take 5–10 business days to appear, depending on your card issuer. No refund fee is charged to the guest.

3.2 Domestic Vietnamese reservations

If your reservation was confirmed by VietQR bank transfer of a deposit to the Operating Entity:

• Full refunds are processed by bank transfer to the original Vietnamese bank account from which the deposit was received, within 14 business days of the cancellation request.
• Partial refunds follow the same procedure and timeline.
• We do not refund deposits to third-party accounts.

4. Modifications to your reservation

4.1 Modifications outside the cancellation window

If you modify your reservation more than 30 days before arrival, we will accommodate changes to dates, party size, or villa selection free of charge, subject to availability and the rate applicable to the new dates.

4.2 Modifications close to arrival

Modifications made within 30 days of arrival are treated as a partial cancellation under Section 2 for the portion of the original booking that is reduced or moved, plus a new reservation at the prevailing rate for the portion that is added or rebooked.

If you need to shorten your stay after arrival for reasons within your control, the nights already used will remain payable and no refund will be made for unused nights.

5. Force majeure and exceptional circumstances

In the event of:

• Government-imposed travel restrictions affecting your origin or destination
• A natural disaster, serious civil disturbance, or war
• A medical emergency preventing travel, with supporting documentation
• Death or serious illness of an immediate family member, with supporting documentation
• Cancellation of all flights between your departure city and Vietnam

we will offer you the choice of:

• Rescheduling your stay to new dates within 12 months without penalty, subject to availability and any rate difference
• A full credit toward a future stay, valid for 18 months
• A full refund of any amount you have paid

Please contact us at contact@thienyhue.com as early as possible if any such circumstance arises.

6. Cancellation by us

In the unlikely event that we must cancel your reservation, for example due to property damage, force majeure affecting us, or an operational emergency, we will offer you:

• A full refund of any amount you have paid, plus a credit toward a future stay equivalent to one night's accommodation; or
• Relocation to a comparable property in Huế at our expense, where available.

7. No-show

If you do not arrive on your scheduled check-in date and have not contacted us by 23:59 local Huế time:

• The reservation is recorded as a no-show.
• The full amount already charged is retained, with no refund, in accordance with Section 2.
• The remaining nights of the reservation are released and become available for other guests.
• You may not reclaim those nights at a later date as part of the original reservation.

If you anticipate arriving late or on a different day than booked, please contact us as soon as possible. We are very flexible when we hear from you in advance.

8. How to cancel or modify

To cancel or modify your reservation, please contact us by:

• Email: contact@thienyhue.com
• Cancellation link: available in your reservation confirmation email
• Phone or WhatsApp: +84 335 679 599

The effective date of cancellation is the date on which we receive your written request.

We will confirm receipt within 24 hours and process any applicable refund within 5 business days (refunds by domestic bank transfer: within 14 business days of the request, see Section 3.2).

9. Disputes

If you believe a cancellation charge has been applied in error, please contact us first at contact@thienyhue.com. We will review the matter and respond within 5 business days. Most disputes are resolved informally.

If a dispute cannot be resolved amicably, please refer to Section 10 of our Terms and Conditions for the applicable forum.

10. Contact

Thiên Ý — Huế Citadel Villas & Hotel
Email: contact@thienyhue.com