Article 1. Purpose
The Individual Customer Booking Policy (the “Policy”) sets out the terms, conditions, rights and obligations relating to direct bookings made by individual customers through the official channels of Chill Global Hospitality & Management (hereinafter referred to as “Chill Global Hospitality,” “We,” or the “Company”).
This Policy aims to ensure a transparent, convenient and consistent booking process while protecting the legitimate rights and interests of both customers and Chill Global Hospitality.
Article 2. Scope of Application
This Policy applies to all individual customers who make bookings through:
The official website of Chill Global Hospitality;
Mobile application (if any);
Booking hotline;
Official email;
Official fan pages or communication channels;
Front Office or Reservations Department of hotels within the system;
Other direct booking channels officially announced by Chill Global Hospitality.
This Policy does not apply to bookings made through online travel agencies (OTAs), travel companies or other intermediaries, unless otherwise provided.
Article 3. Booking Conditions
Customers must:
Be at least 18 years of age and have full legal capacity in accordance with applicable laws;
Provide complete and accurate information as required during the booking process;
Be responsible for the accuracy of the information provided;
Make payment or provide a deposit (if applicable) in accordance with the requirements of each hotel or applicable rate program.
Article 4. Booking Process
The direct booking process at Chill Global Hospitality consists of the following steps:
Step 1. Select a Hotel
Customers select:
Hotel;
Destination;
Check-in date;
Check-out date;
Number of guests;
Room type;
Additional services (if any).
Step 2. Provide Information
Customers are required to provide complete information, including but not limited to:
Full name;
Phone number;
Email address;
Nationality (if required);
Special requests or notes (if any).
Step 3. Submit Booking Request
After completing the required information, the system will record the booking request.
Customers will receive an email or notification confirming that the booking request has been received.
Note: This does not constitute a successful booking confirmation.
Step 4. Booking Confirmation
The Reservations Department of Chill Global Hospitality will verify:
Room availability;
Applicable room rate;
Booking conditions;
Payment policy.
If all applicable conditions are satisfied, Chill Global Hospitality will send a Booking Confirmation via email or through the contact channels provided by the customer.
A booking shall only be considered completed once the customer has received the Booking Confirmation.
Article 5. Room Rates
Room rates are displayed on the Website or communicated to the customer at the time of booking.
Room rates may vary depending on:
Booking date;
Peak or low season;
Room occupancy levels;
Room type;
Promotional programs;
Length of stay;
Other business-related factors.
Unless otherwise stated, room rates do not include applicable taxes, fees and surcharges.
Article 6. Payment
Customers may make payment through payment methods accepted by Chill Global Hospitality, including:
Credit or debit cards;
Bank transfer;
E-wallets (if available);
Direct payment at the hotel;
Other lawful payment methods.
Certain rate programs may require advance payment or a deposit to secure the booking.
Article 7. Deposit
Where a deposit is required:
The deposit amount will be communicated to the customer prior to booking confirmation;
The payment deadline will be specified in the booking confirmation or relevant payment notification;
If the customer fails to make payment within the specified deadline, Chill Global Hospitality reserves the right to cancel the booking request without prior notice.
Article 8. Booking Changes or Cancellation
Customers may request changes to or cancellation of their booking in accordance with Chill Global Hospitality’s Change, Cancellation and Refund Policy.
Changes to or cancellation of a booking are subject to:
The conditions of the booked rate;
Room availability;
The time at which the request is made;
The policies applicable to each hotel.
Any applicable fees will be communicated to the customer prior to confirmation of the requested change.
Article 9. Check-in and Check-out
Check-in and check-out times, early check-in and late check-out policies, required identification documents, and other related requirements shall be governed by Chill Global Hospitality’s Check-in / Check-out Policy.
Article 10. Customer Rights and Obligations
Customers are responsible for:
Providing accurate information;
Paying all applicable charges in full;
Complying with the hotel’s rules and regulations;
Compensating for any loss of or damage to hotel property caused by the customer in accordance with applicable laws and the rules and regulations of the relevant property.
Customers have the right to:
Receive complete information regarding the services;
Have their personal information protected in accordance with the Personal Data Protection Policy;
Receive assistance during the booking and stay;
Submit complaints or feedback regarding service quality in accordance with the Customer Support Policy.
Article 11. Rights and Obligations of Chill Global Hospitality
Chill Global Hospitality is responsible for:
Providing services in accordance with the Booking Confirmation;
Protecting customer information;
Providing reasonable assistance to customers;
Fulfilling its obligations in accordance with applicable laws.
Chill Global Hospitality has the right to:
Refuse or cancel a booking if fraudulent, false or misleading information, fraudulent activity, or a violation of applicable laws is identified;
Adjust room rates, promotional programs and policies from time to time;
Refuse to provide services in circumstances permitted by law or in accordance with the rules and regulations of the hotel.
Article 12. Force Majeure
Chill Global Hospitality shall not be liable for any delay or inability to provide services resulting from force majeure events, including but not limited to natural disasters, epidemics, war, fire, decisions of competent governmental authorities, or other events beyond its reasonable control.
In such circumstances, both parties shall act in good faith and cooperate to seek an appropriate solution.
Article 13. Dispute Resolution
Any dispute arising from a booking shall first be resolved through negotiation and amicable settlement.
If no agreement can be reached, the dispute shall be resolved by a competent court of Vietnam, unless otherwise provided by applicable law or agreed upon by the parties.
Article 14. Effectiveness
This Policy shall take effect from the date it is published on the Website of Chill Global Hospitality.
Chill Global Hospitality reserves the right to amend, supplement or update this Policy at any time. The latest version published on the Website shall supersede all previous versions.
Contact Information
Chill Global Hospitality & Management
Website: https://chillglobalhospitality.com
Email: info@chillglobalhospitality.com
Hotline: +84 387 073 135