Guest Policies

General Terms and Conditions

The primary guest must be above the age of 16 years to be able to check-in the hotel.
It is mandatory for guests to present a valid photo identification document at the time of check-in. The identification proofs accepted are National ID card ( Chung Minh Nhan Dan ) ,Driving License or Passport. Without Original copy of valid ID the guest will not be allowed to check-in.
Stay of 1 child up to the age of 5 years is complementary without the use of an extra bed. Breakfast charges may still be applicable for the child.
Pets are not allowed in the hotel premises.
Should any action by a guest be deemed inappropriate by the hotel or if any inappropriate behaviour is brought to the attention of the hotel staff, the hotel reserves the right to take action against the guest after the allegations have been investigated.
A discounted booking cannot be modified. Additionally, in the case of an early check-out for such a booking, the booking amount paid cannot be refunded.
Our hotels in certain destinations may have different policies applicable for specific times during the year.
Guests shall be liable for any damage, except normal wear and tear to Hotel asset. Guest shall keep the Hotel room in a good condition and maintain hygiene and cleanliness.
Certain policies are booking specific and are informed to the customer while making the booking.
Guests may be contacted closer to their check-in date to confirm the arrival status or arrival time through calls or messages. In case, we do not receive a response from the guest after multiple attempts, the booking may be put on hold or cancelled. In case of availability, KOYO HOTELS will try to reinstate your booking when you contact us back or make a payment through our multitude of payment options
As we continue to strive to improve our services, KOYO HOTELS
may reach out to guests to get a feedback of their experience through calls or messages

Booking Extension Policy

Extension of a booking would be provided on current room rates and are subject to availability.
Current room rates can be different from the rates at which the rooms were first booked.

Cancellation Policy

Cancelling an KOYO HOTEL is as fast and easy as booking one.

We would love to host you but in case your plans change, our simple cancellation process makes sure you receive a quick confirmation and fast refunds. Our standard check-in time is 2 PM and you can check-in any time after that till your reservation is valid.

Cancellation Time	Cancellation Fee
If cancelled one day before the check-in date before 9 am	Free cancellation (100% refund)
If cancelled one day before the check-in date after 9 am	0% refund

Before check-in

We will fully refund any booking cancelled up to 24 hours prior to scheduled check in date. For any cancellation within 24 hours of scheduled check-in, the complete booking amount shall be deducted as cancellation charges.

On the date of check-in

In case you decide to cancel a booking after scheduled check-in time or do not show up at the hotel, the complete booking amount shall be deducted as cancellation/no show charges.

Mid Stay Cancellations

During your stay, in case you decide to shorten your booking before 2 pm, you will be charged for one night. In case you decide to shorten your booking after 2 pm, you will be charged for next two nights. Money paid for the remaining nights will be refunded as per the refund policy.

Mid Stay Cancellation

Payment Policy

For bookings of more than 7 nights, guests have to settle all outstanding payments on a weekly basis. Hotel will be unable to provide further accommodation prior to settlement of the outstanding amount.

Early Check-in and Late Check-out

Early Check-in (subject to availability):

Our standard check-in time is 2 PM. Early check-in will be subject to availability.Extra charges will apply as per below policy:

Check-in Time	Early Check-in Charges
Before 8 AM	100% charges for one day payable as per room rates of the previous day
Between 8AM and 12 PM	30% charges payable as per room rates of the previous day, depending on hotel policy
Between 12 PM and 2PM	Complimentary

The above does not include charges for breakfast.

Late Check-out (subject to availability) –

Our standard check-out time is 12 Noon. Late check-out is subject to availability and cannot be confirmed in advance. Extra charges will apply as per the below policy:

Check-out Time	Late Check-out Charges
Between 12 PM – 2PM	Complimentary
Between 2 PM and 6 PM	30% charges payable as per room rates of the next day, depending on hotel policy
After 6 PM	100% charges payable as per room rates of the next day

Hotel Specific Policies

Hotel specific amenities are captured on the website and the app. Guests are advised to refer the same before booking.
Some hotels may deny entry of visitors to rooms. We would request you to please confirm with the hotel before inviting visitors into the rooms.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.