Our Policy



1. Guests are kindly requested to produce Passports with valid entry / exit visa or your identify card (for Vietnamese citizens) to the reception for check-in formalities. Each guest is required to submit your own official identification documents.


2.The hotel shall only be responsible for any of your valuable and money entrusted to the reception and having receipt. Please do not leave valuable items unattended in your guest room, function of meeting room, or the Hotel’s restaurant, lounge or lobby, Complimentary safety deposit boxes are available in Front Desk.


3.It is strictly forbidden to bring weapon, explosive, inflammables, narcotics (drug), prohibited goods, animals, bulky assets in to the Hotel.


4.We do have breakfast and laundry services. It is 6:30AM to 09:30AM for breakfast; you are kindly requested not to do any cooking and laundry in the room


5.Pleased make sure your room’s door and window are locked and no lighting .Your room key must be returned to the Receptionist before leaving the hotel. Any lost and damaged key will be charged accordingly.


6.Guests are not allowed to move furniture and equipments from one room to another. They will liable to indemnify the Hotel at current prices for any losses, breakages or damages caused to assets.


7.Guests are neither allowed to interchange rooms, guest are kindly requested to receive all visitors in the Hotel reception area , and not in the rooms, to let another have to use of their rooms or to share it with more people. Couples not officially married, are kindly requested to rent separate rooms.


8.Check-in time is 14:00PM. Check-out time is to be notified to the reception 1 hour in advance. Check-out time is 12:00AM. Late check-out will be charge 50% of room rate and after 06:00PM an extra full day charge will be applied. Long-time stay Guest are kindly requested to settle payment every 05 (five) days.


9.The Hotel accepts payment in the form of cash or credit card. No personal or traveler’s cheques  are accepted. If guests select to make payment by credit card, 4 % of the bank fee will be charge and we kindly request settlement at least 2 hours before check-out time.


10.It is our hope that all guests will accept and comply with the above listed Hotel regulations. At the reception, we strive to meet the needs of our Cherished guests, and to make sure that your stay with us is pleased and enjoyable. We hope that guest will join us in establishing and maintaining a clean, safe, and comfortable environment for all.




Payment of the booking can be made as following method:

 By cash:

This payment method must be done at Hanoian Lakeside hotel with information as below:

Add: No. 60 Cau Go Str., Hanoi, Vietnam

Tel:  +84.24.3381 3388

Email: info@hanoianlakesidehotel.com

Web: www.hanoianlakesidehotel.com

HOTLINE: +84.39 667 9282

 Credit card

If you pay by credit card, three percents bank fees will be charged basing on total of value. We accept VISA & MASTER card.

If payment is made online, please supply copy of two sides of your credit card and photo of your valid passport.

 Bank transfer: ( All bank charge must be paid by customers)


Account Name: Pham Van Trung

Account Number:  0011001171115 



Bank: Bank for Foreign Trade of Vietnam – Vietcombank.

Bank Address: Hanoi, Vietnam

Swift Code: BFTVVNVX 001


Once we agree to do the payment, booking invoice will be sent to guest’s email (supplied by guest). Guest pays for booking by

clicking to the Invoice link in the email (sent by us) and fill his credit card information and submit to finish the payment.


We require minimum 1 night deposit for every booking, the remaining balance will be paid upon arrival.



All room rates, visa and land tours prices and charges are quoted in USD unless otherwise indicated. We also accepted: EURO, POUND, AUSTRALIAN DOLLARS.


3. Cancellation policy

This policy defines how to handle cancellations:

·         If cancellation/amendment is made 72 hours prior to your arrival date, no fee will be charged.

·         If cancellation/amendment is made within 72 hours, including reservations made within 72 hours of your arrival, 1st night’s room rate and tax will be charged

·         In case of no-show, 100% room rate and tax will be charged.

·         Early Bird/Long Stay/Last Min/Package Rates are Non - changeable & Non – refundable


Check in and check out time
Check in time is after 14.00, earlier check in with no surcharge if the room is available.
Check out time is before 12:00 noon. 
Late check-out from 12.00 to 14.00: 30% charge
Late check-out from 14.00 to 18.00: 50% charge
Late check-out after 18.00: 100% charge
please inform us as soon as possible
Breakfast time:
6.30 am to 9.30 pm. please do not come later, quality and quantity of food can be down if you come later than 9.30 pm.
Cancellation Policy:
If cancelled or modified up to 5 days before date of arrival, no fee will be charged.
If cancelled or modified later, 100 percent of the first night will be charged.
In case of no-show, the total price of the reservation will be charged.
Deposit Policy
This defines the policy for prepayment/deposit requirements.
Deposit will be applied as negociation by emails.

Booking directly with our hotel
Deposit will be applied as negociation by emails, Amount can be 30% to 100% depends on which period and which services you book.
Time to deposit can be 15 days - 90 days prior to check-in date.
Prepayment with OTA (Agoda, Expedia (hotels), Booking.com...)
Booking.com: first night charge can be charged on guest's creadit card to avoid fake booking or no-show. We  only charge on some guest NOT all, if you do not like to be charged in advance, please email us. We only charge within 3 days prior to check in date.
almost of guest from booking.com will pay directly at check-out time at our hotel.
Agoda and Expedia (hotels): Guest prepays to Agoda and Expedia at the time of booking. Agoda and expedia will pay to hotel on check -in date. Hotel does not collect payment directly from guest.
Children and Extra Bed Policy
This policy defines the possibility of accommodating children and the availability of extra beds. 
All children are welcome.
All children under 5 years stay free of charge when using existing beds.
One older child or adult is charged US25 per night and person in an extra bed.
Maximum capacity of extra beds in a room is 1.
There is no capacity for cots in the room.
The maximum age of children (currently 3) that can stay for free in a room will automatically correspond to the child age set in the room configuration In the room configuration you can specify the amount of children that can stay in the room for free.
Superior room, deluxe room, deluxe balcony room are not suitable for extra bed.
Email us sales@hanoianlakesidehotel.com for more info.