What is in the rate, and what happens when you arrive
The four questions that come up in every booking, answered once and in one place: what the rate covers, what it does not, how arrival and departure work, and how a booking is paid for or changed.
Rates, arrival and changes
What is included in the rate?
Always, whatever rate you book: the buggy between blocks, the pools and the beach, daily housekeeping, WiFi in the villa and in the common areas, and tea, coffee, bottled water and a safe in the room. Breakfast at Faifo is included in the bed-and-breakfast rates. The hotel sells four board options — room only, bed and breakfast, half board and full board — and you choose when you book. Always extra: à la carte meals, drinks, the floating breakfast, the spa, laundry and the minibar.
I land in the middle of the night. What happens when I get there?
Reception never closes, in English and Vietnamese, so arriving at three in the morning is not a problem: there is someone at the desk, and the buggy takes you and your luggage to your block. Send your flight number with the booking so reception knows when to expect you. If you want to get into the villa early on the day you arrive, or keep it longer on the day you leave, ask for it as a special request: it depends on how full the resort is that day, so reception confirms it to you in writing before you travel instead of promising it now — and that reply takes 48 hours at most.
When do I pay, and in what currency?
You pay at the hotel, on arrival. Your card details are taken only to guarantee the booking, and the room is held until 23:59 on the day you are due. If you do not turn up and have not told the hotel, one night is charged. Date changes are possible up to five days before arrival, subject to availability, at the rate in force when you change them. The hotel prices in Vietnamese dong (₫): any other currency you see while booking is a conversion of that price.
What is the cancellation policy?
The rate the hotel's own booking engine sells is the Flexible Rate, and these are its conditions: dates can be changed up to five days before arrival, subject to availability and at the rate in force when you change them; the card only guarantees the booking and you pay at the hotel; the room is held until 23:59 on the day of arrival; and a no-show without notice is charged one night and cancels the booking. The cancellation terms that apply to you are the ones in your own booking confirmation, so read that email. To change or cancel, use the contact form — Change or cancel, answered within 24 hours. Spa treatments go separately: free cancellation up to 48 hours before.
Anything else, ask before you book.
Reception answers in English and Vietnamese, and confirms in writing before you pay anything.