Service Conditions and Restrictions

As required by law, we publish all conditions and restrictions that apply to accommodation booked through thienyhue.com and book.thienyhue.com.

a) Time limits

• Check-in from 14:00; check-out by 11:00. Early check-in or late check-out is subject to availability, must be requested in advance, and may carry a supplement.
• Reception and concierge are available 24 hours a day.
• Services are provided all year round. The Website only accepts bookings for dates that are open for sale; dates not yet open show as unavailable.
• Thiên Ý Lake (the lake hotel) welcomes guests from 1 November 2026.
• Some services must be booked in advance: private dinners or a private chef usually need 24 hours' notice; other experiences run at times given when booking.
• Quiet hours are 22:00–07:00; no walk-in visitors after 21:00.

b) Geographic limits

• Services are provided only at Thiên Ý's premises inside the Huế Citadel: 20/Kiệt 31 Nguyễn Thiện Thuật and 29 Nguyễn Trãi, Phú Xuân Ward, Huế.
• Guests from any country may book through the Website. We do not provide services or deliver anything elsewhere.

c) Guest eligibility

• The person booking (lead guest) must be at least 18 years old. Guests under 18 stay with a parent or legal guardian.
• Under the residence registration rules, every guest aged 14 or over must show valid identification at check-in: Vietnamese guests — citizen ID card or passport; foreign guests — passport, visa (where required) and entry stamp. The names of everyone staying, including children, must be registered.
• No pets, except registered assistance animals notified in advance.
• There are no restrictions based on nationality or place of residence.

d) Quantity limits

• Minimum 1 night per booking, unless the booking page states a different minimum for that period.
• The maximum number of guests for each villa, room or room type is shown on the Website ("Up to … guests"); the system does not allow bookings above capacity. No extra beds.
• One booking may include several rooms or villas (via the booking basket), subject to availability.
• Whole villas (Beasts House, Birds House, Flower House) are booked whole; individual rooms within a villa are released for sale according to each villa's rules.

đ) Service availability

Services may be suspended or interrupted in the following cases:

• Technical issues and maintenance: maintenance or repair of a villa, room, pool or facility; maintenance of the booking system or an outage at a payment provider.
• Force majeure: natural disasters, storms and floods, epidemics, travel restrictions imposed by authorities, serious civil unrest.
• Safety: where a service cannot be provided safely.

We will tell you as early as possible and offer you the choice of an equivalent room or villa, new dates, or a full refund of the amount paid for the part of the service not provided. Details in sections 5 and 6 of our Cancellation, Changes & Refunds policy. If the booking system is temporarily unavailable, you can still book by email or phone.