Privacy Policy

Check-in/out Policy :
- Check in: from 14:00;
- Check out: no later than 12:00;
- Early check-in: subject to room availability.

Late check-out policy :

- Late check-out is subject to room availability
- 12:00 to 17:00 check-out: 50% room rate surcharge
- After 17:00 check-out: 100% room rate surcharge

Early arrivals and late departures:

If your arrival is early in the day and you would like immediate access to your room, we recommend reserving for the prior night. Similarly, for late departures, reserving an additional night will guarantee access until you leave the hotel

Guarantee Policy :

- A valid credit card will be required upon booking;
- For credit card reservations, the same card (s) must be presented upon check in at the respective hotels;
- Management reserves the right to cancel any reservations without notice if we are notified of any fraud or illegal activities associated with the full payments received.

Children Policy :

- Child under 6-year old: free of charge.
- Child from 6-year old to 12-year old: surcharge $15/person/room/night.
- Child from 12-year old or extra  Adult: surcharge $15/person/room/night.

Room cancellation:

- 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.

Tours Cancellation policy

- Multi-Day: Tours Cancellation prior to 10 days of the tour will be charged 100% all deposit money paid.Cancellation prior to 20 days of the tour will be charged 35% deposit money paid.Cancellation prior to 30 days of the tour will be refunded 100% all deposit money paid.

- Day Tours:  Cancellation made before 24 hours will forfeit 50% price of the Day Tour. Late cancellation – Less than 24 hours before the tour will forfeit the full price of the tour.

If you wish to cancel your reservation, please call us: (+84-4) 3 928 8866 or Email to

The refund process will take approximately 7 to 20 working days. A transaction fee of 3% for Visa card, Master card will be applied. Please notify us at when you receive the refunded amount.

Complaints or Comments:

We take our guest satisfaction very seriously. Any complaints or comments might occur during your stay at the Gondola hotel should be made in the first instance to the hotel reception at the time of your stay so that we can attempt to resolve it immediately.
Problems which cannot be resolved there and then should be notified in writing to Managing Director, Gondola Hotel Hanoi 31 Hang Hanh, Hoan Kiem, Hanoi

General information:

Although every effort has been made to ensure the accuracy of the information contained online, we cannot accept responsibility for any errors or omissions, and reserve the right to vary, amend, supplement or cancel any of the information or offers featured online at any time.

Subject to the paragraph immediately below, we shall not be liable to you for any loss or damage in circumstances where:

1. There is no breach of a legal duty owed to you by us or by our employees or agents;
2. Such loss or damage is not a reasonably foreseeable result of any such breach;
3. Any increase in loss or damage resulting from breach by you of any term of our contract;
4. Any loss is in excess of three times the fee payable in respect of your stay.
Nothing in these terms and conditions excludes or limits our liability for death or personal injury caused by our negligence or fraudulent misrepresentation.

These terms and conditions shall be governed by Vietnam law and the Vietanm courts shall have jurisdiction over any matter arising out of or in connection with them.


- Surcharge of USD 5 per vehicle is applicable during the Lunar New Year
- All vehicles are new, air-conditioning, in good condition
- The hotel personnel holding a placard with the guest’ name on will await at the airport terminal upon the guest’s arrival
- Prices are inclusive of all tolls
- Any missed pick-up caused by providing wrong arrival details will involved with 50% of the agreed price

Thank you for your attention.

Yours Sincerely,

Gondola Hotel Hanoi 

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  • Welcome drink upon arrival
  • Welcome fresh fruit upon arrival
  • Daily complimentary tea / coffee in room
  • Complimentary 02 bottles of mineral water daily
  • Complimentary Wifi internet access in room