When a dispute arises (after a room is booked by a Guest), the Guest can send a complaint directly to Us via Our email info@annovahotel.com or the hotel’s hotline at +84 (0) 258 390 5555.

The Guest’s complaint will then be received and transferred to the department in charge within 24 hours. The complaint will be resolved as soon as possible.

POLICY ON CHANGING ROOMS, CHECK-IN AND CHECK-OUT DATES
In case a Guest wants to change His/ Her room or check-in and check-out date, please contact Our reservation Department for assistance.

CANCELLATION POLICIES
Cancellation policies may vary depending on room category, rates and time. Below is the basic policy on room cancellation, applicable when there is no cancellation policy mentioned in the reservation letter or on the online booking.

Cancellations 21 days prior to the check-in date, full booking charged will be refunded.
Cancellations made between 21 to 7 days prior to the check-in date, there will be a penalty charge equivalent to one night's stay. 
Cancellations made within 7 days of the check-in date, the full booking amount will be charged. 
No-show (the Guest has reserved a room but doesn’t show up), full charge on booking amount applies.

REFUND POLICY
Applies for cases with upfront deposits or full payment upon room reservations.
In unexpected events where the Guest cancels the trip, refunding options will be considered upon request. The refund amount is specified case by case and by circumstances of each booking. Communications regarding refunds are handled by Our Staffs via email.

The refund is made within 21-30 business days depending on banks.
Refund method: the refund will be made to the bank account provided or to the charged card.
Refund fee: Depending on the bank's fee
*Note:
We reserve the right to change the conditions and cancel policies at any time without prior notice.

We are not responsible for compensation for any indirect, incidental or consequential damages arising from changing dates, room type, etc. or in case of force majeure (natural disasters, wars, pandemic etc.).