Reservation Policy

I. Rules of reservation

  1. All Service Requests of Customers/Partners must be sent to Green Bay Phu Quoc Resort & Spa in the form of a request from the Website, by email or in writing prior to the Guest’s check-in. Green Bay Phu Quoc Resort & Spa will confirm the reservation/service sent via Customer’s registered email.
  2. Regulations on stay: The maximum number of Guests per Resort room (except for specified cases) is applied as follows:
    • Maximum 04 people in 01 bedroom including children under 12 years old: 03 adults & 01 child or 02 adults & 02 children.
    • Each room can only book 1 extra bed depending on the policy applied at each Resort.
    • Surcharge for children from 06 years old to under 12 years old and adult surcharge for guests from 12 years old applies.
  3. Special cases: in some special cases (including but not limited to: force majeure events, resort upgrade and repair activities, etc.), Green Bay Phu Quoc Resort & Spa has the right to move Guest to room/guest type Another hotel with the same standard as the room/Hotel that the Customer/Partner has booked and confirmed by Green Bay Phu Quoc Resort & Spa.
  4. Information provided to the Hotel before arrival date: In order for the Guest to receive the best service quality from the Hotel and ensure the security of the Guest, the Customer/Partner needs to provide the Hotel’s reservation department:
    • Flight information and expected arrival time to the Hotel should be provided to the Hotel at least 03 days before the date of arrival in case the guest requires pick-up and drop-off service.
    • If the Customer/Partner does not provide the information on time, Green Bay Phu Quoc Resort & Spa has the right to cancel the reservation from the system, refuse to apply the preferential price according to the Voucher, confirm the Service Request, agreement, contract has been signed between Customer/Partner and Green Bay Phu Quoc Resort & Spa. In that case, Green Bay Phu Quoc Resort & Spa will apply the Price Published at the Hotel on the day of Check-in if the room is still available, and the Partner will be solely responsible for dealing with the Guest’s complaints arising from late delivery of information.
    • Other special requests such as quiet rooms, adjoining rooms…, will be provided subject to the availability of the Hotel at the time of check-in.

II. Rules of check-in and check-out

Unless otherwise notified and/or confirmed by Green Bay Phu Quoc Resort & Spa, the check-in and check-out rules apply as follows:

  1. Check-in and check-out time
  2. Early check-in and late check-out will be subject to availability and confirmation of the Resort Check-out time:
    • Check-in time: 14:00
    • Check-out time: 12h00
SurchargeLate Check OutEarly Check In
30% of the total value of 01 night room charge12h – 14h09h – 12h
50% of the total value of 01 night room charge14h – 18h06h – 09h
100% (including breakfast)After 6pmBefore 6am

The above mentioned early check-in/late check-out fees will be calculated according to the Hotel’s Published Rate (including promotional price if applicable at the time of payment) when the Guest pays the Hotel directly.

III. Refund and cancellation policy

  1. When choosing a service through the Website, the Website clearly states the refund/cancellation policy applicable to each rate and promotion.
  2. If the Website says “No Refund for Cancellation”, it means that the Room Package/Rate does not apply the refund policy if the Guest requests to cancel/change the information on the Service Request.
  3. If the Website says “Free cancellation before …”, it means that the Customer has the right to change the information or cancel the Service Request before the date noted.
  4. The change/refund policy applicable to Guest Service Request cancellation requests is also noted in the Booking Confirmation email sent to the booking email after successful payment.
  5. In case the Guest has a request to change information or cancel the Service Request and refund, the Guest needs to contact the hotel’s Reservation Department directly via email for assistance.

IV. Rules of voucher use

  1. Voucher is applicable for 01 night stay for two people
  2. Voucher cannot be edited, torn, patched
  3. Voucher is not exchangeable for money
  4. Make a reservation at least 07 days in advance via email or phone number (+84) 297 390 0004
  5. Reservation confirmation subject to availability
  6. Please present your voucher at the Reception desk upon check-in
  7. Voucher is not applicable with other promotions, peak days and holidays.
  8. Breakfast is included and only applicable to the respective room type indicated on the voucher.