If a customer wishes to change their check-out date, switch to a different room type, or cancel their reservation, please contact our Reservation Support Department using the information provided on the website for assistance.
Room Change Policy
If a customer wants to upgrade to a higher room category, they will be charged the price difference based on the current rate for the desired room category at the time of the request. The price difference varies depending on the specific hotel and room type.
If a customer wishes to downgrade to a lower room category than the one they booked or are currently in, no refund will be issued.

Check-in Date Change Policy
If a customer requests to adjust their check-in date before or within 24 hours of the original check-in time, Wil’que will assist with the adjustment, subject to room availability.
If a customer requests to adjust their check-in date more than 24 hours after the original check-in time, Wil’que will maintain the original reservation and cannot accommodate the requested change.

Cancellation Policy
If a customer cancels their room reservation more than 1 day before the check-in date, Wil’que will refund 100% of the amount paid.
If a customer cancels their room reservation within 1 day of the check-in date, the cancellation fee will be as follows:
+ 1 night’s public rental fee for reservation less than 7 nights
+ 2 night’s public rental fee for reservation of 7 to 29 nights
+ 3 night’s public rental fee for reservation of more than 30 nights

In cases where customers have made a booking but do not show up without informing Wil’que about canceling their reservation, 100% of the entire accommodation cost will still be charged for the booking, and customers will not receive any refunds. For cancellations during national holidays and festivals (as per Vietnamese regulations), the cancellation fee will be calculated as 100% of the total accommodation cost.

After canceling the booking, Wil’que will notify customers regarding the services used and the resulting charges along with the refund amount (if applicable). If customers receive a refund, Wil’que will transfer it via bank wire to the account number provided by the customer. The processing time for refunds is typically 15–30 working days (depending on the banking institution), and customers will not bear any fees related to this process.