Terms & Conditions

These Terms and Conditions (“Terms”) govern your use of the websites thienyhue.com and book.thienyhue.com (together, “the Site”), and any reservation you make for a stay at Thiên Ý — Huế Citadel Villas & Hotel (“the Property”).

By making a reservation, accessing the Site, or staying at the Property, you agree to these Terms.

1. Who you are contracting with

Thiên Ý — Huế Citadel Villas & Hotel is a boutique property located inside the Imperial Citadel of Huế, Vietnam, owned and operated solely by Công ty TNHH Thương Mại và Đầu tư LOR (“LOR”, “the Operating Entity”, “we”, “us”, or “our”) — a limited liability company registered in Vietnam. The Operating Entity owns and runs the Property, employs the local staff, and is your sole contracting party for your reservation and stay, whether you book directly, pay by domestic bank transfer, or pay by international card.

For guests paying by international card, Sen Hong Invest Limited (Company Number 3030113, Business Registration Number 72803905, registered office at Flat/Room 2105, 21st Floor, Chung Kiu Commercial Building, 47–51 Shantung Street, Mongkok, Kowloon, Hong Kong) facilitates the processing of your card payment on our behalf, as our payment services partner. Sen Hong Invest Limited is not a party to your reservation contract, does not operate the Property, and its role is limited to facilitating payment for international transactions.

2. Reservations and deposits

2.1 Reservation confirmation

A reservation is confirmed only when:

• We have received your deposit payment (see Section 2.2 for international card payments, or Section 2.3 for domestic Vietnamese bank transfers), and
• You receive an email confirmation containing your booking reference (e.g. TY-2026-NNNN).

Until both conditions are met, your reservation is considered “pending” and the dates may be released to other guests.

2.2 Deposit and staged payments by international card

At the time of booking, you are charged the deposit amount applicable at that time — either the minimum deposit required under our Cancellation & Refund Policy, or the full stay amount if you choose to pay in full. This is a real payment, not a hold — the amount charged leaves your account immediately.

• By completing your booking, you authorise us to securely save your payment method with our payment processor, Stripe, for the purpose of processing payments relating to this reservation. For international card payments, this is facilitated on our behalf by our payment services partner, Sen Hong Invest Limited.
• As your arrival date approaches and your reservation enters a stricter cancellation tier under our Cancellation & Refund Policy, we will automatically charge the difference between the amount already paid and the amount that becomes payable under that tier, using your saved payment method.
• 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.

2.3 Deposit by bank transfer (domestic Vietnamese guests)

For reservations paid by domestic Vietnamese bank transfer, we will display a VietQR code on the booking confirmation page and email, encoding the transfer details and your unique booking reference.

• The deposit amount is the applicable amount under our Cancellation & Refund Policy at the time of booking.
• The deposit must be received within 24 hours of booking. If no transfer is received within that window, the reservation is automatically cancelled and the dates are released.
• The deposit is applied to your final balance on departure, and any additional amounts that become payable as your reservation enters a stricter cancellation tier are collected by further bank transfer, as communicated to you in advance.

2.4 Final balance

The remainder of your stay is payable on arrival or at check-out, at your option. Accepted payment methods on-site include:

• Cash (Vietnamese Đồng or major foreign currencies, at the prevailing rate)
• Vietnamese domestic bank cards (NAPAS)
• International credit cards (Visa, Mastercard, JCB) via on-site terminal
• Bank transfer (VietQR or wire) to our account

Service charges, food and beverage, spa, private chef, and any other on-site experiences are added to your folio and settled at check-out.

2.5 Payment Policy — summary

Our payment policy — all payment methods, currencies, refund methods and rewards — is published in full on its own page: Payment Policy.

3. Pricing Policy

Our pricing policy is published in full on its own page: Pricing Policy. In short: prices are in VND and include VAT (currently 8%) and breakfast; the price of a confirmed booking is fixed.

4. Check-in, check-out, and identity verification

4.1 Standard times

• Check-in: from 14:00 on the day of arrival
• Check-out: by 11:00 on the day of departure

Early check-in and late check-out are subject to availability and may incur additional charges. Please request in advance via contact@thienyhue.com.

4.2 Legal identity registration

Vietnamese law requires all hotels to register their guests with the local public security authority. On arrival, all guests aged 14 or above must present a valid identity document:

• Vietnamese guests: National ID card (Căn cước công dân) or passport
• Foreign guests: Passport, valid visa (if applicable), and entry stamp

You will be asked to sign a registration card. This information is shared with the Vietnamese authorities solely for the purpose of legal residence registration (“tạm trú khai báo”) and is otherwise treated in accordance with our Privacy Policy.

4.3 Minimum age

The primary guest must be at least 18 years old. Guests under 18 are welcome when accompanied by a parent or legal guardian.

5. Conduct, damage, and house rules

5.1 Respect for the Property and other guests

Thiên Ý is a small, residential-scale boutique property located inside a UNESCO World Heritage site. We ask all guests to:

• Treat the Property, its furnishings, art, and grounds with the same care you would your own home
• Keep noise levels considerate of neighbouring villas, especially between 22:00 and 07:00
• Respect the cultural and historical significance of the surrounding Citadel
• Observe any specific rules detailed in the House Rules provided at check-in

5.2 Smoking

The Property is entirely non-smoking indoors, including in villa rooms, common areas, and the bridge pavilion. Smoking is permitted in designated outdoor areas only. A cleaning and remediation fee of VND 5,000,000 may be charged for breach of this policy.

5.3 Pets

Pets are not permitted, with the exception of registered assistance animals (please notify us in advance).

5.4 Damage and missing items

Guests are responsible for any damage to the Property, its furnishings, or art caused by themselves or any member of their party. The Operating Entity reserves the right to charge the cost of repair or replacement to your folio, or to your saved payment method, at its sole discretion and at a reasonable market rate.

5.5 Removal

We reserve the right to ask any guest whose behaviour seriously disturbs other guests, staff, or the Property to leave without refund. In such cases, the local authorities may be contacted where appropriate.

6. Restrictions on providing our services

The conditions and restrictions on how we provide our services — timing, location, guest eligibility, quantities and availability — are published in full on their own page: Service Conditions and Restrictions, which forms part of these Terms.

7. Liability

7.1 Our liability to you

The Operating Entity is solely responsible for delivering the accommodation services described in your reservation. In the event of a service failure, our maximum liability is limited to the total amount paid by you for your stay.

We do not accept liability for:

• Indirect or consequential loss (such as missed flights, lost earnings, or third-party bookings)
• Loss or damage to personal belongings not deposited in the in-villa safe
• Injury sustained on the Property arising from negligence or voluntary risk-taking by guests

7.2 Force majeure

Neither party is liable for failure to perform under these Terms caused by events beyond reasonable control, including natural disasters, war, terrorism, government restrictions, pandemic, or serious civil disturbance.

8. Data and privacy

Your personal information is handled in accordance with our Privacy Policy, which forms part of these Terms. Please read it carefully.

9. Intellectual property

All content on the Site — including text, photographs, artwork, videos, and logos — is the property of the Operating Entity, or used under licence. You may not reproduce, copy, or use any content for commercial purposes without our prior written consent.

10. Governing law and dispute resolution

These Terms, your reservation, and your stay are governed by the laws of the Socialist Republic of Vietnam. This applies regardless of whether your card payment was facilitated by our payment services partner, Sen Hong Invest Limited — its role is limited to payment processing and does not alter the governing law of your contract with us.

Any dispute arising from your reservation or stay shall first be addressed by direct contact with our team at contact@thienyhue.com. We commit to responding within five business days and working in good faith toward resolution.

If a dispute cannot be resolved amicably, it is subject to the jurisdiction of the competent People’s Court in Huế, Vietnam.

11. Changes to these Terms

We may update these Terms from time to time. The version in force at the time you make your reservation is the version that applies to that reservation. The current version is always available on the Site with the “Last updated” date at the top.

12. Contact us

For any questions about these Terms or your reservation, contact the Operating Entity, LOR:

• Email: contact@thienyhue.com
• Property: Thiên Ý — Huế Citadel Villas & Hotel, Kiệt 31 Nguyễn Thiện Thuật, Huế, Vietnam

For questions specifically about an international card payment facilitated by our payment services partner, you can also reach Sen Hong Invest Limited at Flat/Room 2105, 21st Floor, Chung Kiu Commercial Building, 47–51 Shantung Street, Mongkok, Kowloon, Hong Kong — though the Operating Entity remains your point of contact for the reservation itself.

For how we handle feedback, requests, and complaints specifically, see our Feedback & Complaints page.