LEGAL

Terms & Conditions

Effective date: October 1, 2026

These Terms & Conditions apply to reservations, stays, services and guest communications provided by Solaria d'Oriente Hotel and, where applicable, other Solaria Hotels operated within our hospitality group.

1. Booking & Reservation

Any tentative booking, enquiry or request that has not been formally confirmed by Solaria Hotels in writing and, where required, secured by the applicable deposit or payment within the stated deadline shall not constitute a confirmed reservation.

If confirmation or payment is not received within the deadline communicated by our representative, Solaria Hotels reserves the right to release the provisionally held rooms, restaurant reservations, spa appointments, transportation services or any other related services.

Individual Bookings

Once a booking has been confirmed in writing by Solaria Hotels, it shall be regarded as a final confirmation unless otherwise expressly agreed in writing.

Reservations for accommodation, food and beverage services, spa services, transfers or other services may be required to be guaranteed by credit card, bank transfer or another approved payment method.

Direct reservations will only be accepted through official Solaria Hotels communication and booking channels.

Any amendment requested after confirmation is subject to availability and must be agreed in writing by both the guest and Solaria Hotels.

Group Bookings

A group booking is defined as a reservation of at least five rooms or a group of ten or more guests using services provided by Solaria Hotels.

Where a travel agency, company or other organization manages the reservation, that party is responsible for providing the confirmed number of guests and final rooming information as early as possible and no later than 10 days before arrival unless otherwise agreed in writing.

Solaria Hotels shall not be responsible for delays or service limitations arising from incomplete, late or unconfirmed group information.

2. Stay

Arrival & Departure

Standard check-in time is 14:00 and standard check-out time is 12:00, local hotel time.

Early check-in and late check-out are subject to room availability and may incur additional charges.

Where a late check-out cannot be extended in the guest's existing room, Solaria Hotels may offer an alternative arrangement subject to availability and applicable rates.

Complimentary early check-in or late check-out remains entirely at the hotel's discretion.

Family & Child Policy

For the purpose of our accommodation policy:

• Infants are considered to be under 3 years of age.
• Children are considered to be from 4 years to under 11 years of age.
• Guests aged 11 years and above are considered adults.

Accommodation and breakfast are complimentary for a maximum of one child under 3 years old sharing the existing bedding with parents.

Children from 4 years to under 11 years sharing existing bedding with parents are subject to an additional breakfast charge of VND 480,000 per child per day.

Connecting rooms are subject to availability and are prioritized for families travelling with young children.

Infants and children up to 3 years of age dine free of charge. Children from 5 years to under 11 years receive a 50% discount on contracted lunch and dinner rates, except during blackout dates or special hotel events.

Honeymoon & Anniversary Benefits

For the first qualifying stay, honeymoon or anniversary arrangements may include flower decoration, a celebration cake and a complimentary upgrade to the next available room category.

Complimentary upgrades are strictly subject to availability at the time of arrival.

Extra Bed & Baby Cot

Extra beds are subject to availability and confirmation.

The extra bed charge is VND 1,050,000 per bed, per room, per night, including applicable taxes, service charge and breakfast for one additional guest.

A maximum of one extra bed may be added per room unless otherwise confirmed by the hotel.

Baby cots are provided free of charge upon request and subject to availability.

Parking

Outdoor and/or valet parking may be available subject to availability and additional charges.

As the hotel is located in central Hanoi, public parking availability, permitted parking periods and access may be restricted by local regulations.

To the extent permitted by law, Solaria Hotels shall not be responsible for loss or damage to vehicles parked outside areas directly controlled by the hotel.

Pets

Due to the nature, size and operational requirements of our properties, pets are not permitted in guest rooms or public areas unless expressly approved by the hotel in advance.

Solaria Hotels reserves the right to charge for damage or additional cleaning caused by an unauthorized pet.

Dress Code

Guests are kindly requested to dress appropriately in hotel public areas, restaurants and other shared facilities.

Solaria Hotels reserves the right to restrict access where dress or behaviour is considered inappropriate for the venue.

Luggage Storage

Luggage storage may be available for guests before check-in or after check-out, subject to hotel procedures and available storage capacity.

For groups, complimentary storage may be limited to a maximum of 15 pieces unless otherwise agreed.

Accessibility

Some guest rooms and areas may be accessible by wheelchair; however, not all bathrooms, room configurations or facilities are fully adapted for guests with reduced mobility.

Guests with specific accessibility requirements are encouraged to contact the hotel before confirming their reservation so that available arrangements can be reviewed.

Room View

Solaria Hotels are located in central Hanoi, including areas of high urban density and historic streetscapes.

While rooms are designed to provide natural light and ventilation, views vary according to building configuration, floor and room category.

Some rooms may overlook city landmarks, streets or surrounding buildings, while others may face internal courtyards, corridors or light wells.

Specific room views cannot be guaranteed unless expressly confirmed in writing.

Smoking Policy

Solaria Hotels operate as non-smoking properties unless a designated smoking area is specifically provided.

Smoking is not permitted in guest rooms, guest corridors or other restricted areas.

A cleaning fee or penalty of up to VND 2,000,000 may be applied where the hotel's non-smoking policy is breached.

3. Rates & Methods of Payment

The applicable rate is the price confirmed at the time of reservation. Rates may be quoted in Vietnamese Dong (VND), US Dollars (USD) or another currency expressly stated in the booking confirmation.

Accepted payment methods may include:

• Cash
• Visa
• Mastercard
• JCB
• Alipay
• Apple Pay
• Bank transfer
• Wise
• PayPal
• OnePay

Cheques are not accepted unless expressly agreed in advance.

Bank details, where applicable, will be provided in official offers, invoices or booking correspondence.

Bank charges, intermediary bank fees, transaction fees and currency conversion fees are generally the responsibility of the guest or paying party unless otherwise stated.

Any outstanding balance must be settled no later than departure unless alternative payment terms have been agreed in writing.

4. Cancellation Conditions

Payment & Cancellation Terms

The applicable cancellation and payment terms are stated in the booking confirmation, contract or offer issued for the relevant reservation.

Unless expressly stated otherwise, deposits and full prepayments may be non-refundable once received.

Outsourced Services

Cancellation fees charged by third-party providers in relation to outsourced services may be passed on to the guest or contracting party.

Cancellation by Solaria Hotels

Solaria Hotels may cancel a booking where performance becomes impossible or materially affected by circumstances beyond reasonable control, including force majeure, natural disaster, infrastructure failure, legal restrictions, road closures or other events that make the property or service unavailable.

Solaria Hotels may also cancel a reservation in the event of non-payment where payment is required under the confirmed booking conditions.

Where Solaria Hotels cancels a paid reservation for reasons not attributable to the guest and no alternative arrangement is accepted, eligible amounts paid directly to the hotel will be refunded within approximately 15 business days, subject to banking and payment processing times.

Credit card and international payment refunds may require additional time before appearing on the guest's account, depending on the issuing bank or payment provider.

5. Guest Responsibility

Guests are responsible for their own conduct and for the conduct of persons under their supervision.

Guests may be charged for damage, loss or excessive cleaning resulting from their actions or those of their companions.

Guests are expected to maintain reasonable standards of behaviour and to respect hotel employees, partners and other guests.

Verbal abuse, threats, harassment, violence or unlawful conduct will not be tolerated.

Solaria Hotels reserves the right to refuse service, require a guest to leave the property without refund where legally permitted, and/or report unlawful conduct to the relevant authorities.

Guests remain responsible for obtaining appropriate travel, medical and accident insurance for their stay.

6. Digital Guest Communication

Guests may contact Solaria d'Oriente Hotel through official communication channels including the hotel website, email, telephone and supported social media platforms such as Facebook Messenger.

Messages received through these channels may be synchronized with our internal guest communication system and made available to authorized hotel employees for the purpose of responding to enquiries, managing reservations, handling guest requests and providing customer support.

Where a message is sent through a third-party platform such as Facebook, that platform's own terms, policies and privacy practices also apply.

Response times may vary depending on hotel operating hours, message volume and the nature of the enquiry.

7. Data Protection & Privacy

We respect the privacy of our guests and process personal information only where reasonably necessary to provide hotel services, manage reservations, respond to enquiries, maintain guest service records, protect our systems and comply with applicable legal obligations.

Depending on the communication channel used, this may include information such as your name, contact details, booking information, platform-specific identifier, message content, attachments and conversation history.

We do not sell private guest communication data.

Further details regarding the collection and use of personal information are available in our Privacy Policy.

Instructions for requesting deletion of personal information are available on our Data Deletion page.

8. Third-Party Services & Links

Our website or communications may contain links to or integrations with third-party services, including booking platforms, payment providers, map services and social media platforms.

Solaria Hotels is not responsible for the independent terms, availability, security or privacy practices of third-party providers.

9. Website Content & Intellectual Property

Unless otherwise stated, the text, branding, images, photography, graphics and design elements appearing on our website are owned by or licensed to Solaria Hotels.

Such content may not be copied, reproduced or commercially exploited without prior written permission.

10. Changes to These Terms

Solaria Hotels may update these Terms & Conditions from time to time to reflect operational, legal or service changes.

The latest version will be published on this page together with its effective date.

11. Contact

For enquiries concerning these Terms & Conditions, please contact: