Cancellation, Exchange & Refund Policy

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CANCELLATION, EXCHANGE & REFUND POLICY

  1. Cancellation Policy

Cancellation policies vary depending on the time of booking and the rate type. The basic cancellation policy below applies when no specific cancellation policy is mentioned in the booking form or on the online booking page:

  • Cancellation/Modification: If cancelled or modified earlier than 3 days prior to the check-in date, no cancellation fee will be charged. If cancelled or modified within 3 days prior to the check-in date, a cancellation fee equivalent to the first night’s charge will apply.
  • No-Show: If a customer makes a reservation but fails to arrive, it will be categorized as a “No-Show” and no refund will be provided for the collected payment.
  1. Room & Date Modification Policy

If you wish to change your room type or modify your check-in/check-out dates, please contact our Reservations Department for assistance.

Important Notes:

  • We reserve the right to amend conditions or revoke policies at any time without prior notice.
  • We shall not be held liable for any indirect, incidental, or consequential damages, nor for date/room modifications resulting from unavoidable events (e.g., natural disasters, war, etc.).
  1. Refund Policy

(Applicable to bookings that have been paid in full)

We will review refund requests based on the objective circumstances of each customer. Refunds are processed on a case-by-case basis with applicable refund percentages. Official refund notifications will be sent to the customer via email by our staff.

  • Processing Time: Within 10–15 business days (or according to your credit card billing cycle), depending on the bank.
  • Refund Method: Transferred to the bank account provided by the customer or credited back to the payment card used for the booking.
  • Refund Fee: Free of charge.

Note: A Non-refundable policy applies to all bookings made during public holidays and Tet (Lunar New Year) periods.

  1. Contact Information & Support

If you need to cancel, change your room, or modify your check-in/check-out dates, please contact us via the details below for assistance:

ICCI HOLIDAY PHU QUOC, HOTEL & LOUNGE

  • Headquarters Address: Units M35-M37, Milan Street, Sun Grand City Hillside Residence – The Center, Phu Quoc Special Economic Zone, An Giang Province, Vietnam
  • Phone: 0963026780
  • Hotline: 1900 63 68 69
  • Email: icciholidaypq@icci.com.vn

Note: Policies and cancellation/refund fees are subject to change depending on the time of booking. Please contact icciholiday.vn directly for detailed information.