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Cancellation & refund policy

1. In case you want to change your check-out date, change to another room type or cancel your reservation, please contact our support department at our Reservations website for assistance. .

2. Room change policy
If you want to change to a higher room class, an additional fee will be charged according to the difference in the room class you want to change at the time the need arises. Room prices vary depending on each different hotel and room type.

3. In case you want to change to a room category lower than the room category you booked or are staying in, you will not receive any refund.

4. Check-in date change policy
If you submit a request to adjust the check-in date 3 days before the check-in time, ALLEN will support the adjustment, however it will depend on the current room status.
If you submit a request to adjust the check-in date within 3 days of the check-in time, ALLEN will retain the original stay period and cannot support the guest's current adjustment request.


Cancellation policy

1. If you cancel your reservation 5 days before the check-in date, ALLEN will refund 100% of the amount paid.
2. If you cancel your reservation within 05 days of the check-in date, the cancellation fee will be calculated at 100% of the total room cost.
3. You have booked a room but did not show up to check in, and ALLEN has not received any information from you about room cancellation, 100% of the entire room cost will be paid for the booking and you will Customers will not receive any refunds.
4. If you submit a request to cancel a reservation booked during holidays/New Year in the current year (according to regulations of the State of Vietnam), the cancellation fee will be calculated at 100% of the total room cost.
5. If you want to cancel your room during your stay, you will have to pay the full cost of the nights stayed. ALLEN will refund you 50% of the amount of unspent nights.

After canceling the order, ALLEN will notify you of service details and costs incurred along with the refund amount (if any). In case you receive a refund, ALLEN will pay by bank transfer to the account number you provided. Refund time is 1-5 working days (depending on the beneficiary bank) and you will not be charged a fee for this refund.

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