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Terms & Conditions



1. Parties

This contract is entered into between you and Victoria Vietnam Group, a 100% Vietnamese owned company, organized under the Law on Foreign Investment in Vietnam, under Investment License N° 62/GP-HN on 20 December 1999, as further amended, issued by the Department of Planning and Investment of the People's Committee of Hanoi, with its principal place of business located at 101 Tran Hung Dao Street, District 1, Ho Chi Minh City, Vietnam.
The present Standard Internet Terms & Conditions apply only to bookings made via our web site:

2. Provision of the services

Victoria Vietnam Group agrees to supply to you part or all of the following services: accommodation, transportation (on the Victoria Express Train & Victoria Speedboats), and packages, on terms and conditions of the Standard Internet Terms and Conditions and on terms and conditions of the Specific Internet Terms and Conditions.
By accepting the Standard Internet Terms & Conditions, you accept the applicable Specific Internet Terms & Conditions. The Specific Internet Terms & Conditions are written on the Victoria Vietnam Group website, in the pages describing the corresponding Victoria Vietnam Group services.

In the event of any conflict between the present Standard Internet Terms & Conditions and the Specific Internet Terms & Conditions, the following order of precedence shall apply but only to the extent of such conflict:

  • Specific Internet Terms & Conditions
  • Standard Internet Terms & Conditions

3. Rates

All the rates given are at the discretion of Victoria Vietnam Group, and may be revised at anytime, upon Victoria Vietnam Groups' decision, without any notice.

Room rates are for one room for one night (single or double occupancy), exclusive of government tax, service charge & breakfast.

Package rates are net per person based on double occupancy for a group of 2 persons minimum.

The Theme Packages & Discovery Packages are not available during public holidays.

The Theme Packages & Discovery Packages are valid during the dates displayed on the website.

The Holiday Specials: valid during the mentioned date (they can be extended).

The above mentioned packages cannot be used in conjunction with other promotional programs.

The package rates do not include:

  • Ground transportation & Accommodation not mentioned in the packages' description
  • International/Domestic flights
  • Entry visas to Vietnam & Cambodia;
  • * Entry visa to Vietnam: must be arranged in advance
  • * Entry visa to Cambodia: available at the border upon arrival
  • The rates mentioned above are quoted in US dollars and non-commissionable.
    Victoria Vietnam Groups' rates cannot be posted on any website, without prior written approval from Victoria Vietnam Group.

4. Child policy

Accommodation: Free of charge up to two children under 12 years old, staying in the parents' or guardians' room and using the existing bedding. Breakfasts will be chargeable (see Meal rates below).

Extra bed / Sofa bed: Children requiring extra bed or sofa bed will be charged US$30++ per bed, inclusive of breakfast for up to maximum 2 children between 5 – 12 years old. Extra beds are not available at Victoria Sapa Resort. Baby cots are provided free of charge, but this is subject to availability upon request. (++ rate is not inclusive of service charge and applicable taxes).

Meals: Free of charge on buffets for children under 5 years old. 50% off on buffets for children between 5 years and 12 years old. 20% off on Gala Dinner buffets for children between 5 and 12 years old. 50% off regular Ala carte menu for children between 5 – 12 years old with children’s portion, full price will be charged if ordering from the regular “Kids Menu”.

Victoria Speedboats / Victoria Express Train / Shuttle Bus Transfers: Free of charge for children less than 5 years old, using parents' existing seats. 15% off on adults' rates for children between 5 - 12 years old.

- Children under 5 years old, sharing the same room as their parents and using the existing bedding: Free of charge for all the services indicated in the packages (except massage services).

- Children from 6 to 12 years old, sharing the same room as their parents and using the existing bedding: 50% discount on package price & on other services (except massage services & gala dinner buffets). Extra bed / seat on boat & train will be provided upon availability.

5. Tax and Service Charge

Victoria Vietnam Group reserves the right to adjust the tax and service charge without prior notice in the event of alterations by the government.
All the rates are exclusive of tax and service charge, unless stated otherwise in the Specific Internet Terms & Conditions.
For tax and service charge information, please refer to the Specific Internet Terms & Conditions.

6. Reservations

Through our online booking system, you will be able to check room availability (for most hotels) and make your booking. For peace of mind, you will receive by email a reservation confirmation, including the details of your reservation. It is recommended that you keep a copy of this reservation confirmation, preferably by printing the page.
In the event that you have to modify or cancel your reservation, you might need the reservation confirmation. Modifications and cancellations (for bookings made on this website) can be made online.

7. Guaranteed Reservations

By securing your online reservation with a credit card, your reservation is guaranteed. All reservations made through the web site must be guaranteed by a major credit card (e.g. American Express, Diners, Visa, MasterCard and JCB).

8. Cancellation & No Show Policy

If there is a cancellation of a room or package reservation less than 7 days prior to the arrival date, Victoria Vietnam Group reserves the right to impose a one night room charge for all rooms or packages reserved. Cancelling less than 24 hours prior to the arrival date or not showing will incur full charge for all rooms and packages reserved.
Regarding the Victoria Express Train and the Victoria Speedboats, cancellation must be made 7 days prior to departure date. In the event of a cancellation less than 7 days prior to the departure date, Victoria Vietnam Group reserves the right to impose a 50% charge for all berths or seats reserved. Cancelling less than 48 hours prior to departure date or not showing will incur full charge for all berths or seats reserved based on return trip.

9. Victoria Express Train

The train departure times are subject to change without prior notice.
One way tickets are not available on Friday and Sunday.

10. Victoria Speedboats

Rates: The condition of minimum rates for any Victoria speedboat shall apply to each and every independent booking with a minimum number of passengers of 4 paying persons.
Exclusivity: Unless otherwise specified in writing, a booking confirmation DOES NOT include exclusive rights for the customers on using the boat; other passengers may come along sharing the same boat seating.
Damages: The Victoria Chau Doc Hotel or Victoria Vietnam Group cannot be held responsible for the damages suffered by the passengers arising from Victoria speedboat accidents.

For other damages due to the Victoria speedboats for which the Victoria Chau Doc Hotel or Victoria Vietnam Group may be held responsible for, the passengers are hereby informed that the hotels cannot be held responsible for claims beyond US$500,000 in aggregate per year.
Vietnam - Cambodia entry / exit: The Entry/Exit gates will be at the KA AM SAMNOR checkpoint on Cambodia's side and at the VINH XUONG checkpoint on Vietnam's side.

Valid visas are required for entries to Vietnam.

Spot granting of visas upon arrival at the KA AM SAMNOR check-points in Cambodia is available since 1 August 2002.

Method of Transportation: Victoria Vietnam Group may dispatch boats of similar performance to replace the originally designated boats.

In case of force major where the Victoria speedboats may not be available then the Victoria Vietnam Group reserves the right to cancel or modify the booking while suggesting an alternate means of transportation with rational revision of the prices to the best interest of the bookers and the hotel.

Embarkation and disembarkation site in Phnom Penh: Phnom Penh Floating Port, Sisowath Quay, Phnom Penh, Cambodia.

11. Transfers

  • Prices are subject to change without notice
  • Prices exclusive tax and / or service charge (subject to change without notice)
  • Cancellation of transfers made less than 24 hours in advance, will be charged the full cost of the transfer
  • When transfer rate is per person: free of charge for children less than 5 years old, using parents' existing seats. 25% off on Adults' rates for children between 5 - 12 years old
  • Transfers are reserved for hotel guests only

12. Check In & Check Out procedures, and Reservation Extensions

Check in time is from 2:00 PM, and check out time is at or before 12:00 PM (noon).
If your arrival is early in the day and you prefer immediate access to your room before (2pm), we recommend reserving for the prior night to guarantee immediate access. Similarly, for late departures, reserving an additional night will guarantee access until you leave the hotel. If you choose not to reserve, we will be glad to store your luggage and make our facilities available for you to freshen up.

Extension of check out time is subject to availability and will be charged as follows:

  • Check out until: 18:00 - 50% of the prevailing rates (subject to a possible rate change)
  • Check out after: 18:00 - 100% of the prevailing rates (subject to a possible rate change)

Extensions will require a new reservation for the additional date(s), subject to availability and prevailing rates, and are subject to a possible rate change.

13. Insurance coverage

Victoria Vietnam Group has arranged and put in force a Public and Products Liability Insurance through renowned insurers that cover all hotels related activities following international standards of quality in terms of scope of cover and limit of indemnity. A summary of insurance cover in place is available upon request.

14. Responsibilities

Cancellation by Us:
Victoria Vietnam Group may be obliged to cancel travel arrangements due to circumstances beyond its control. These may be for reasons of force majeure (cancellation/alteration of domestic scheduled services, technical problems with transportation, contamination, closure of airport or train stations, war [whether declared or not], threat of war, riots, civil disturbances, strikes, disasters, terrorist activities or threat of such, etc…).
In such cases, Victoria Vietnam Group shall inform direct clients without delay and shall offer clients the choice of alternative dates or a full refund of all money paid.
Our Responsibilities:
Apart from the accommodation and services directly operated by Victoria Vietnam Group, Victoria Vietnam Group do not own or operate all of the accommodation, transport or other facilities used in connection with its packages. Victoria Vietnam Group therefore cannot accept liability for negligence of the staff of these organizations. Victoria Vietnam Group make arrangement with hotel partners, transportation companies, local boats, and other independent parties to provide you with the travel arrangements you purchase. These parties are independent suppliers over whom Victoria Vietnam Group have no direct control.
Victoria Vietnam Group is not liable in the event of any failure by any person or company to render any transportation, accommodation or other travel service to be provided on the journey, or for expenses incurred due to delays caused by the weather, strikes, war, civil disturbances, natural disasters, flight delays, government actions, mechanical failures or any act of God.
Victoria Vietnam Group cannot assume any responsibility for flight delays, cancellations or missed connections and are not liable for any expenses or consequences resulting there from, and such expenses shall be borne by the client.
The participant waives any claim against Victoria Vietnam Group for any damage to, or loss of, property, or injury or death, due to any act, or negligence of any airlines, surface transportation companies, hotels' partners or any person rendering any of the services or accommodation included. In case of death or injury, loss or damage to property on board a means of transportation not owned and managed by Victoria Vietnam Group, the passenger accepts to waive any right of action against Victoria Vietnam Group since any claim shall be solely pursued against the owner of the vehicle, according to the law of the country in which these services are rendered.
Victoria Vietnam Group cannot be held responsible for any claim, losses, damages for delay of baggage or other properties, inconvenience, loss of enjoyment, upset and disappointment, distress or frustrations, whether physical or mental, resulting from any act or omission of any independent party providing services. Victoria Vietnam Group shall take all reasonable steps to ensure that organizations providing services maintain standards which are acceptable within the norm in each locality.
In the event of a service being withdrawn by any of its suppliers, Victoria Vietnam Group shall have no responsibility beyond refunding all monies paid by the participant. Payment for reservations on any Victoria Vietnam Groups' accommodation or packages shall constitute consent to all the provisions in the Terms and Conditions published herein.

15. Effective date of the contract

The contract shall be effective upon the booking, considering that no booking on the Victoria Vietnam Group website is possible, unless you have read and accepted the present Standard Internet Terms & Conditions.

16. Governing law and jurisdiction

The law governing the contract is the law of Vietnam. Any dispute, controversy or claim relating to the contract shall be resolved by one or more arbitrators appointed in accordance with the Rules of Conciliation and Arbitration of the Vietnam International Arbitration of the Chamber of Commerce. The Arbitration shall take place in Ho Chi Minh City, Vietnam, and shall be held in English.