1. Cancellation / Modification / Refund Policy

New Century Hotel applies a flexible cancellation and refund policy depending on the room type, booking period, and applicable promotions. Specific terms and conditions will be clearly communicated during the booking confirmation process.

Cancellations or modifications are only valid when guests contact and receive confirmation from the hotel's Reservation Department via email, hotline, or Zalo.

In the event of a no-show (guest does not arrive on the expected check-in date without prior notice), the full deposit or prepayment will be non-refundable.

2. REFUND GUARANTEE POLICY

2.1 Conditions for Refund

• Applicable only when the hotel’s official website (newcenturyhotel.vn) displays the phrase “Refund Guarantee.”
• Applicable only for confirmed bookings (defined as when the guest receives a confirmation voucher from New Century Hotel).
• Refund requests will only be accepted if guests contact us via phone or email within 48 hours of check-in.
• Complaints related to room-inclusive services must refer to the rooms listed in detail on our official website.
• Guests must provide valid and verifiable evidence to support their refund request

2.2 Eligible Refund Cases

• The hotel fails to provide the exact room category as confirmed in the reservation. In this case, the hotel will refund the price difference if a lower-category room is provided
• Force majeure situations such as natural disasters, epidemics, or directives from government authorities requiring hotel operations to be suspended.
• Guests cancel their reservation within the allowed cancellation window as specified at the time of booking confirmation.

2.3 Complaint and Refund Process

a)Complaint Handling Procedure

• In the event of any cases listed under Section 2.2, guests are kindly requested to contact us via hotline at 1900 299 222 – 0776 45 84 85 (Zalo) or send an email to [email protected]. The complaint must clearly state the booking reference number.
• Please note that complaints will only be processed if the guest contacts New Century Hotel within 24 hours of the check-in time. Our hotline is available during business hours only.
• Upon receiving a complaint, New Century Hotel reserves the right to verify the authenticity of the claim. If the guest fails to provide valid supporting evidence, or if the hotel determines that the complaint is inaccurate or unsubstantiated, New Century Hotel reserves the right to decline the request.
• In the event of any disputes or conflicts between parties, the final decision will rest with New Century Hotel.
• All complaints will be resolved within a maximum of 5 working days from the date of receipt.

b)Refund and Discount Voucher Policy

• Refunds will be processed within 5 working days from the date of confirmation of a successful complaint resolution.
• Voucher/Membership Code Terms:
  • Vouchers or discount codes will be sent via email.
  • Codes are valid for one-time use only, non-redeemable for cash, not valid on public holidays, and cannot be combined with other promotions.
  • Validity period will be clearly stated in the email.
  • In case of booking cancellation, discount codes are non-refundable.

3. Limitation of Liability and Force Majeure

• New Century Hotel shall be exempt from liability in the event of force majeure as defined by law.
• The hotel shall not be liable for any indirect, incidental, or consequential damages.
• In all cases, any compensation (if applicable) shall not exceed the total amount paid for the affected reservation.