GENERAL TERMS AND CONDITIONS
CARAVELLE SAIGON is a joint venture, registered with the Department of Planning and Investment of Hochiminh City under the name of CHAINS CARAVELLE HOTEL JOINT VENTURE CO., LTD and number 0300624224, whose registered office is located at 19 - 23 Lam Son Square, District 1, Ho Chi Minh City, Vietnam and whose intercommunity VAT number is 0300624224 (hereinafter, "CARAVELLE SAIGON").
CARAVELLE SAIGON operates the website https://www.caravellehotel.com (also available in a mobile version), a website for hotel reservation and other complementary services (hereinafter, the "Site").
Contact us for further information.
1. Preamble
These general terms and conditions (hereinafter, the "General Terms and Conditions") are intended to define the terms and conditions under which CARAVELLE SAIGON allows its customers (hereinafter, the "Customer(s)") to benefit from all of the services, particularly reservation services, that are available on this Site and are further described below (hereinafter, collectively, the "Services").
Prior to reserving any Service on the Site, the Customer declares (i) that said Customer is acting for his/her own personal purposes that are not part of said Customer's commercial, industrial, artisanal, independent or agricultural activity and (ii) the Customer has the full legal capacity to accept these current General Terms and Conditions.
The Customer is invited to carefully read these General Terms and Conditions, whose prior acceptance is mandatory for the reservation of any Service offered on the Site. Customers are advised to save and print these General Terms and Conditions using the standard functionalities of their browser and computer.
CARAVELLE SAIGON reserves the right to modify or supplement, at any time, all or part of these General Terms and Conditions. In this case, the new version of the General Terms and Conditions will be available on the Site with the effective date. Customers are advised to regularly consult the General Terms and Conditions to be aware of any changes. In any case, the Customer will only be bound by the version of the Terms and Conditions in force at the time that the Customer makes the reservation of his/her Service.
The Customer assumes the exclusive responsibility of paying, if necessary, for all the technical means necessary to gain access to the Site.
2. Description of Services
2.1 CARAVELLE SAIGON SERVICES
CARAVELLE SAIGON offers (i) reservation services for hotel rooms or other types of accommodation ("Accommodation Services") (2.1.1) and (ii) services complementary to such Services ("Complementary Services") on its Site (2.1.2).
Accommodation Services and Complementary Services are hereinafter jointly referred to as the "Accor Services".
2.1.1 ACCOMMODATION SERVICES
The Site allows the reservation of rooms at CARAVELLE SAIGON.
The essential characteristics, availability dates, price, options offered, payment conditions and particular conditions of sale applicable to the selected rate (guarantee policies, cancellation conditions, check-in time, member rate conditions, etc.) of CARAVELLE SAIGON are presented during the reservation process as described in Article 3 below.
Terms and conditions applicable to the selected rate also available on the Site (hereinafter, the "Special Conditions") which are brought to the attention of the Customer prior to any reservation on the Site. For example, check-in and check-out times, guarantee policy, cancellation period, Wi-Fi access, specific conditions applicable to children, and whether animals are allowed on a leash or in a cage in the common areas of the establishment (for hygiene reasons, animals are never allowed in the dining rooms) may be detailed in the Special Conditions.
Finally, in accordance with the regulations in force in certain countries, the Customer may be asked to complete a police form upon arrival at CARAVELLE SAIGON. To do this, the Customer will be asked to present an identity document in order to verify if they need to complete the police form or not.
2.1.2 COMPLEMENTARY SERVICES
The Site also allows the reservation of Complementary Services, such as breakfast, a bottle of champagne on the Customer's arrival or the upgrade of Accommodation Services.
Complementary Services also include travel services within the meaning of Article 3.1 of Directive (EU) 2015/2302 of 25 November 2015 on Package Travel and Linked Travel Arrangements, which, with the Accommodation Services, may form either a "related travel benefit" or a "tourist package" according to the criteria mentioned in the aforementioned directive. This information is communicated to the Customer prior to the reservation of these services in the Specific Conditions pertaining to each offer.
2.2 PARTNER SERVICES
CARAVELLE SAIGON enters into partnership and distribution agreements with the websites of third parties (hereinafter, the "Partners") in order to allow the Customer to search for, select and reserve rooms in CARAVELLE SAIGON on the website of the Partner (hereinafter, the "Partner Services").
The terms and conditions of sale applicable to these Partner Services are available on the Partner's website.
3. Reservation Process
The Customer chooses any Service presented on the Site or those of its Partners by following the process provided for this purpose.
3.1 RESERVATION OF CARAVELLE SAIGON SERVICES
CARAVELLE SAIGON Service reservations are made by the Customer on the Site.
The reservation process varies according to the Customer path and request; it includes the following steps:
- Step 1: the input of search criteria for one or more Complementary Services;
- Step 2: the results and selection of one or more Complementary Services;
- Step 3: the details and characteristics of the Service(s) selected, especially if it is an Accommodation Service: the characteristics of the Accommodation (type of room, size of the room, TV, minibar, etc.), length of stay, options offered (for example: breakfast, Wi-Fi access, etc.), the total price of the reservation including details of the applicable taxes, the legal information form in the case of a related travel service or tour package, and any applicable Special Conditions (guarantee policies, cancellation policy, check-in time, etc.);
- Step 4: the summary of the Service reservation with:
(i) a statement of the main features (length of stay, features of the Accommodation Service and/or the Complementary Service(s), amount inclusive of applicable taxes) and,
(ii) indication by the Customer of his/her contact information: either through identification by means of an existing account, or by filling in all of the mandatory fields (indicated by an asterisk) with the possibility of saving this information by creating a membership account on the Site or membership of the loyalty programme offered by CARAVELLE SAIGON;
- Step 5: the completion of the Service reservation by the Customer with:
(i) an indication of his/her payment information, either in the event of the partial or total pre-payment of the reservation prior to the stay, or in the event of a request for a reservation guarantee for the Accommodation Service and:
(ii) the review and acceptance of the General Terms and Conditions and the Special Conditions relating to the reservation prior to validation by the Customer;
- Step 6: the acceptance of the reservation of the Service(s) by CARAVELLE SAIGON;
- Step 7: an email confirming the reservation of the Service(s) is sent to the Customer summarising the Service(s) reserved, the price(s), the Special Conditions accepted by the Customer, the date of the reservation made, the information relating to the after-sales service and access to the General Terms and Conditions and the address of the Establishment at which the Customer can submit any complaints.
All reservations are considered made as soon as the Customer clicks on the "finalise your reservation" page (i) in the case of a prepaid reservation, on the "Pay" button or (ii) in the case of a reservation to be paid for within the Establishment, on the "Confirm" button.
The Customer may make a reservation for CARAVELLE SAIGON Services on behalf of one or more additional person(s) up to a maximum of 7 (seven) rooms. Beyond this number, the reservation made by the Customer will be subject to the conditions applicable to groups, available at the website www.meetings.accor.com. For reservations concerning business groups, meetings, seminars, etc., it is necessary to go to the « Professional Solutions» section of the www.all.accor.com website.
3.2 RESERVATION OF PARTNER SERVICES
Reservations made by the Customer through Partner Services are made through the website and mobile services of each Partner.
The reservation is made directly between the Customer and the Partners, following the steps provided in the website and mobile services of the Partners.
4. Price and Payment
4.1 PRICE
The prices related to the reservation of the Services are indicated before, during and after the reservation.
For Accommodation Services, the prices shown are per room for the number of people and date selected.
When confirming the reservation of a Service, the total price is indicated to the Customer in the amount with taxes included in the business currency and is valid only for the period indicated on the Site.
If the payment of the total price of the booked Service is made in a currency other than that confirmed on the reservation, the currency exchange costs are the responsibility of the Customer. Note that if a conversion of the currency confirmed on the reservation into another currency appears on the Site, it is given only for informational purposes and is not contractual, especially given the possible change of exchange rates between the reservation date and the dates of stay at CARAVELLE SAIGON.
Unless otherwise stated on the Site, the options (for example, breakfast, half-board, full-board etc.) that are not offered during the reservation of the Service are not included in the price.
The tourist tax, presented during the reservation process of the Service, is to be paid directly on location at CARAVELLE SAIGON, except in the event of online pre-payment prior to the stay, where the amount can be included.
The prices take account of the VAT applicable on the day of the reservation and any change of the applicable VAT rate will be automatically reflected in the price indicated on the billing date.
Any modification or introduction of new legal or regulatory fees imposed by the competent authorities will automatically be reflected in the price indicated on the billing date.
Finally, some promotional offers are available only on the Site and sold exclusively on the internet, and in no case are available at the reception of CARAVELLE SAIGON.
4.2 PAYMENT
The Customer provides his/her payment information (i) to pre-pay the reservation before the stay, (ii) as a guarantee of the reservation, or (iii) as a result of the online check-out procedure proposed as part of the Welcome Service as described in paragraph 4.3 below, indicating directly, in the area provided for such a purpose (secure entry by SSL encryption) when it is a credit card: the credit card number, without spaces between the figures, its date of validity (it is noted that the bank card used must be valid at the time of stay) and the security code as part of a pre-payment on the payment platforms mentioned below.
ACCOR has chosen a quality Payment Service Provider to secure online payments by bank card. The credit card of the Customer is examined for its validity by these partners and can be refused for several reasons: card stolen or blocked, limit reached, input error, etc. In the event of any problem, the Customer will have to approach his/her bank and CARAVELLE SAIGON to confirm his/her reservation of the Service and payment method.
The online payment methods (cards, wallet, etc.) available and mentioned on the payment page of the Site may be Visa and Mastercard, American Express, Diners, JCB cards. This list is subject to change.
If the Customer has not pre-paid for his/her stay online, CARAVELLE SAIGON may, upon arrival, ask the Customer for a deposit or an authorisation to debit the credit card to guarantee payment of the sums corresponding to the services consumed on-site.
In the event of the Customer's failure to show up on the first day of his/her reservation of an Accommodation Service ("no show"), the Customer's reservation will be cancelled in full. The Customer is informed that in such a case, CARAVELLE SAIGON will put his or her rooms up for sale and if the reservation is non-cancellable / non-exchangeable / non-refundable, the Customer will not be entitled to any reimbursement or compensation. If the reservation is guaranteed by credit card or had been the subject of a bank pre-authorisation, CARAVELLE SAIGON will charge the Customer the cost of the first night on the credit card that has been given as a guarantee for the reservation and any additional nights of the reservation will be cancelled free of charge, unless otherwise indicated in the Special Conditions.
At the time of pre-payment, the amount that is debited when reserving the Service includes the total amount indicated at the time of reservation (including all applicable taxes) and, if applicable, the price of the options selected by the Customer, as described in Article 4.1 above.
An invoice will be sent in electronic format to the e-mail address communicated by the Customer at the time of his/her reservation; if the Customer wishes to receive an invoice in paper format, he/she must expressly request this from CARAVELLE SAIGON.
5. Cancellation or Modification of A Service Reservation
For Accommodation Services (the reservation of rooms or other types of accommodation), it is noted that the Customer does not have the right of withdrawal provided for in Article L. 221-18 of the Consumer Code, in accordance with Article L. 221-28 paragraph 12 of the Consumer Code, which excludes this right for contracts concerning the provision of accommodation services to be provided at a specified date or period.
For each reservation of a Service, the Special Conditions specify the conditions to cancel and/or modify the reservation.
Reservations with prepayment will not be subject to any changes and/or cancellations. The deposit (money paid in advance) will not be reimbursed. This is noted in the Special Conditions.
When the Special Conditions allow:
• the cancellation of the reservation of a Service can be made directly on the Site in the "Consult or cancel your reservation" section;
• the modification of the reservation of a Service can be done directly with CARAVELLE SAIGON, whose contact information, including telephone number, is specified on the reservation confirmation e-mail.
In the event of an interruption of a Service by the Customer, the entire agreed-upon price will be charged. No refund will be granted in the event of a reservation with pre-payment prior to the stay.
In the case of an Accommodation Service, unless otherwise expressly stipulated in the Special Conditions, the Customer must leave the room of CARAVELLE SAIGON before the time indicated by CARAVELLE SAIGON, generally 12 noon on the last day of the reservation. Otherwise, the Customer will be charged for an additional night.
6. Children Policy
The accommodation is free of charge if the child from 0-5 years old stays with its parents in a room with no extra bed and share the same bed as its parents.
Child from 6 - 10 years old, an extra bed arrangement in the room is required.
Child from 11 years old and above is considered as adult, extra bed and additional charges will be applied.
2.1 Maximum capacity:
- Deluxe, Opera, Signature rooms:
Maximum 02 adults and 01 child under 6 years old
- Two-bedroom Suites:
Maximum 05 persons (adults & child)
- Other room types (Signature Premium and above):
Maximum 03 persons (adults & child)
2.2 Bedding for child
- 01 baby up to 2 years old (Baby cot provided at no extra charge)
- 01 child up to 5 years old, using existing bedding (no extra charge, Breakfast Free)
2.3 Extra bed:
Extra bed can only be arranged for Signature Premium room and above with maximum 01 extra bed per room.
Two-bedroom Suite can arrange maximum 02 extra beds, 01 extra bed per bedroom.
Extra bed charge:
- 01 child from 6 to 11 years old: extra bed charged at VND 800,000 ++, with complimentary Signature Lounge access
- Child from 11 years old is considered as adult and an extra bed is arranged at VND 2,250,000++, with complimentary Signature Lounge access
7. Obligations and Responsibility of the Customers
The Customer is solely responsible for his/her choice of Services on the Site and their suitability for his/her needs, so that CARAVELLE SAIGON cannot be pursued for liability in this regard.
The Customer is also solely responsible for the information provided when creating his/her account and/or any reservation of a Service. CARAVELLE SAIGON cannot be held liable for any erroneous or fraudulent information provided by the Customer. In addition, only the Customer is responsible for the use of his/her account and any reservation made, both on behalf of the Customer and on behalf of third parties, including minors, except to demonstrate fraudulent use arising from no fault or negligence on the part of such Customer. In this respect, the Customer must immediately inform CARAVELLE SAIGON of any hacking or fraudulent use of their e-mail address by contacting its customer service department.
The Customer agrees to use the Site and the Services offered therein in compliance with the applicable regulations and these General Terms and Conditions. In the event of a breach of the Customer's obligations under these General Terms and Conditions, the Customer is liable for damages caused by him/her to CARAVELLE SAIGON or third parties. In this regard, the Customer commits to guaranteeing CARAVELLE SAIGON against all claims, actions or recourse of any kind that may arise and to compensate for any damages, fees or any compensation related thereto.
The Customer, in particular, commits to making a final reservation of a Service, pay the price thereof and comply with the Special Conditions relating thereto. In fact:
- Any reservation or payment that is irregular, ineffective, incomplete or fraudulent for a reason attributable to the Customer will result in the cancellation of the Service reservation at the expense of the Customer, without prejudice to any action that CARAVELLE SAIGON may bring against such a Customer;
- The Customer shall not invite into CARAVELLE SAIGON any person whose behavior is likely to be disruptive to CARAVELLE SAIGON and/or to the stay of other Customers
- The Customer shall not bring into CARAVELLE SAIGON (communal areas and/or bedrooms) beverages or food from outside sources, unless clearly permitted in advance by CARAVELLE SAIGON in question;
- CARAVELLE SAIGON is 100% non-smoking, which means that smoking in the bedrooms is also forbidden.
- The Customer shall not disrupt or interfere with the operations of CARAVELLE SAIGON including its staff shall not compromise the safety of CARAVELLE SAIGON or the persons within.
- More broadly, any behaviour contrary to good morals and public order at CARAVELLE SAIGON, as well as any violation of the Internal Regulations of CARAVELLE SAIGON will cause the Director of the CARAVELLE SAIGON to ask the Customer to leave the premises without any compensation and/or refund if a payment has already been made. In the case where no payment has yet been made, the Customer must pay the price of the Services consumed before leaving the premises;
- Any minor must be accompanied by an adult and be in possession of a personal identity document; this adult may be any person with parental consent (CARAVELLE SAIGON may be able to request proof of this parental consent).
- The Customer also undertakes to ensure that the computer resources made available by CARAVELLE SAIGON (including the Wi-Fi network) are not used in any way to reproduce, represent, make available or communicate to the public works or objects protected by copyright or related intellectual property rights, such as text, images, photographs, musical works, audiovisual works, software and video games, without the authorisation of the right holders provided for in Books I and II of the Intellectual Property Code when such authorisation is required. The Customer is also required to comply with the security policy of the internet access provider of CARAVELLE SAIGON, including the guidelines for the security measures implemented to prevent the illicit use of resources and to refrain from any act undermining the effectiveness of such measures.
The Customer will be liable for all damage caused by him and/or his guests within CARAVELLE SAIGON and shall bear all costs arising from such damage and/or failure to comply with the above rules. CARAVELLE SAIGON reserves the right to intervene if necessary and to take any appropriate action against the Customer.
8. Obligations and Responsibility of Caravelle Saigon
CARAVELLE SAIGON undertakes, within an obligation of means, to provide access to the Site and the Services offered in accordance with the General Terms and Conditions, to act with diligence and competence, and to make every effort, within a reasonable limit, to remedy any malfunction brought to its attention.
CARAVELLE SAIGON may, however, be forced to temporarily suspend the Site without notice, especially for technical reasons involving maintenance, without incurring liability.
The Customer acknowledges and accepts that CARAVELLE SAIGON's liability does not extend to any inconvenience or damage arising from the use of the internet network, including, but not limited to:
- the poor transmission and/or reception of any data and/or information over the internet;
- the failure of any reception equipment or lines of communication;
- any malfunction of the internet network that prevents the Site from operating properly and/or reserving the Services.
The Site may redirect users to web links of other websites that are published and managed by third parties for which CARAVELLE SAIGON disclaims any liability for the content of such websites and the services offered therein. In this respect, it is specifically noted that partners are responsible for the promotion of the offers published on their own websites. The decision to consult third-party websites is therefore the full and complete responsibility of the Customer.
9. Force Majeure and Relocation
Neither of the Parties can be held liable to the other party in the event of the non-fulfilment of its obligations resulting from a force majeure event. It is expressly agreed that a force majeure event suspends the performance of the reciprocal obligations of the Parties and that each Party bears the burden of the costs arising therefrom. The events that are considered as force majeure include but not limited to pandemic, war, natural disasters, national mourning or any other events that the respective government instructs suspension on travelling . If a force majeure event lasts more than thirty (30) days after its occurrence, these General Terms and Conditions may be terminated by any of the Parties without any of them being able to claim damages.
In the case of a force majeure event, an exceptional event or impossibility to carry out the Service and, in particular, making the room of CARAVELLE SAIGON available to the Customer, CARAVELLE SAIGON may reserve the option of providing accommodation to the Customer, in whole or in part, at an hotel in the equivalent category or perform a Service of the same nature, subject to the prior agreement of the Customer. The reasonable expenses relating to the transfer (additional cost of the rooms, transportation and a phone call) between the two hotels shall be payable by CARAVELLE SAIGON in accordance with the existing standard procedure of CARAVELLE SAIGON.
10. Privacy and Data Protection
When the Customer uses the Site, in particular when making a reservation, CARAVELLE SAIGON processes personal data.
Thus, the information collected as part of the Customer’s reservation is intended for CARAVELLE SAIGON, its partners, its service providers (in particular online payment service providers) for the purpose of executing the reservation or taking pre-contractual measures.
In particular, in order to secure payment transactions, CARAVELLE SAIGON processes personal data to determine the level of fraud risk associated with each transaction. On this occasion, CARAVELLE SAIGON may use CARAVELLE SAIGON risk prevention service provider to refine their analysis. Depending on the results of the investigations carried out, CARAVELLE SAIGON may take security measures, in particular requesting the Customer to use a different reservation channel or an alternative payment method. These measures will have the effect of suspending the execution of the reservation or, if the result of the analysis does not guarantee the safety of the order, of cancelling it. Fraudulent use of a means of payment leading to payment default may result in the Customer being entered in the CARAVELLE SAIGON incident file, which may lead CARAVELLE SAIGON to block future payments or carry out additional checks.
The Customer may at any time exercise his rights under the regulations on the protection of personal data.
