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A: Standard check-in time is from 2:00 PM onwards, and check-out is by 12:00 PM (noon). If you expect to arrive early or would like a late check-out, please contact us directly, and we will do our best to accommodate your request based on availability.
A: Yes, absolutely! If you arrive before check-in or have a flight after check-out, you are welcome to leave your luggage with us securely and free of charge. This is perfect for guests taking an overnight trip to Halong Bay.
A: We would love to! We offer a range of services to make your trip seamless, including private airport transfers and booking high-quality, vetted tours to popular destinations like Halong Bay and Ninh Binh. Please speak to our front desk team or contact us via email to arrange the details.
A: Great question!
Old Quarter: Perfect for first-time visitors who want to be in the heart of the action, surrounded by street food, history, and nightlife.
Train Street: A truly unique experience for those looking for an unforgettable view and a great story to tell.
West Lake (Tây Hồ): Ideal for a more relaxed, spacious, and serene stay in Hanoi’s trendiest and most modern neighborhood, known for its great cafes and lakeside views.
Booking & Payment
A: Our booking process is simple and personalized to ensure every detail is perfect for your stay. It’s a quick, two-step process:
Submit Your Request: First, select your desired dates and room on our website and fill out your details. This takes less than 5 minutes and sends a reservation request to our team. You will not be asked for payment at this stage.
We Confirm & Send a Payment Link: Our team will personally review your request to confirm availability. We will then send you an email with a secure link to complete your payment. We typically respond within a few hours during our business hours (8:00 AM – 10:00 PM, Indochina Time).
Once your payment is complete, your reservation is 100% confirmed, and you will receive your final booking confirmation email.
A: That’s a great question, and it’s helpful to clarify how our professional booking system works to give you peace of mind.
Because we operate with an “Instant Confirmation” system, just like a modern hotel, you never have a pending “reservation request” waiting for our approval. As soon as you complete your booking, your reservation is instantly confirmed and guaranteed.
So, if you need to make a change, what you’ll be doing is canceling your confirmed reservation. Here’s how to do it:
First, Check Your Cancellation Policy. Please look at your booking confirmation email. It will clearly state the cancellation policy that applies to your specific booking (e.g., free cancellation until a certain date, or non-refundable). This is the most important step to understand any potential refund.
Use the “Manage Booking” Link. Your confirmation email contains a secure link to manage your reservation. This is the fastest and easiest way to process a cancellation yourself.
Contact Us Directly if You Need Help. If you can’t find your confirmation email or have any trouble, simply email our team at help@TheUrbanHanoi.com. Please include your Reservation Number and the full name used for the booking, and we will be happy to assist you.
We’re here to make the process as smooth as possible for you.
A: You are only charged after we have confirmed your reservation request. You will not be asked for payment information when you first submit your request.
Once we confirm that your requested dates and room are available, we will email you a secure link to make your payment. Your room is officially reserved and guaranteed for you as soon as this payment is successfully completed.
A: We accept a variety of convenient payment methods to secure your reservation online. These include:
Major Credit Cards: Visa, Mastercard, American Express.
Cash: VND or USD
A: Our cancellation policies vary depending on the rate you have booked.
Standard Rate: Typically allows for free cancellation up to [e.g., 7 days] before your check-in date.
Non-Refundable Rate: Offers a discounted price but does not allow for cancellations or modifications.
Please refer to the specific terms and conditions outlined during your booking process and in your confirmation email for full details.
Help on your reservations
A: This is one of the most important questions a traveler can ask, and we’re proud to give you a clear answer.
First and foremost, we are not an individual part-time host; we are a dedicated, professional hospitality company. This means we have a team and operational standards in place to ensure that guest cancellations on our end almost never happen. Unlike a booking with a private individual, your reservation with us is secure.
However, in the extraordinarily rare event of a true emergency (such as a government-mandated closure or a sudden, critical building issue that would compromise your safety), we have a firm Guest Protection Promise:
Immediate Personal Contact: We will contact you directly by phone and email the moment we are aware of an issue. You will not be left wondering what is happening.
Full & Instant Refund: We will process a 100% refund of your booking instantly, with no delays.
Active Relocation Assistance: This is our commitment. We will not simply cancel and leave you stranded. Our team will use our local knowledge and network to actively help you find and book a suitable alternative accommodation of an equal or better standard, in a location that works for you.
When you book with The Urban Hanoi, you are booking with a professional team committed to your safety and peace of mind. Your trip is safe with us.