Cancellation Policy

CANCELLATION & REFUND POLICY

At Montmartre de Sapa, we understand that plans can change. We aim to offer you flexibility and peace of mind while ensuring fairness for all our guests and our operations. Please carefully review the details of our cancellation and refund policy below.

1. Cancellation policy

• Cancellations made 30 days or more before the check-in date: No cancellation fee will be charged.
• Cancellations made 11 to 29 days before check-in: A 50% cancellation fee of the total booking value will be applied.
• Cancellations made within 10 days of check-in or no-shows: A 100% cancellation fee will be applied.

Holiday season:

• Cancellations made 60 days or more before check-in: No cancellation fee will be charged.
• Cancellations made 31 to 59 days before check-in: A 50% cancellation fee of the total booking value will be applied.
• Cancellations made within 30 days of check-in or no-shows: A 100% cancellation fee will be applied.

2. Room change Policy

Upgrading to a higher room category: Guests can request an upgrade by paying the price difference at the time of the request. Rates may vary depending on the room type, travel period, and the hotel’s pricing policy at that time.

Downgrading to a lower room category:  The hotel will not refund any difference in room rates, even if the guest shortens their stay.

Unavailability of booked rooms due to unforeseen circumstances: Guests will be offered an equivalent room or a free upgrade, subject to availability. If the guest chooses not to accept the proposed alternative, the full pre-paid room fee will be refunded within 2 to 5 business days.

All room change requests are subject to room availability and the hotel’s operational capacity at the time of the request.

Room changes are only confirmed once you receive an official confirmation in writing or by email from the hotel.

3. Refund policy

Refunds apply to guests who have completed payment in full and meet the conditions of the cancellation policy:

Refunds are only processed for cancellations made within the permitted time frame outlined in our cancellation policy. The refunded amount will reflect the remaining booking value after deducting any applicable cancellation fees.

Refund Method: Refunds will be issued using the original payment method (e.g., bank transfer, credit card, or online payment gateway).

Processing Time: Refunds are processed within 5 to 10 business days from the time all required information is received. Processing time may vary depending on the bank or payment gateway.

Reimbursement Fee: There is no fee charged by the hotel. However, if the refund incurs fees from banks or third-party services, these costs will be the responsibility of the customer.

To request a refund, please contact our reservations team:

• Email: hotel@montmartresapa.com
• Phone: +84 214 3 888 022
• Hotline: +84 969 311 022
• Operating hours: 08:00 AM – 8:00 PM, daily

Once we receive your request, our team will verify the details and provide an update on your refund status via official email confirmation.