How Our Services Are Provided

Thiên Ý's services are booked in advance and used later: you book online and use the accommodation in person at our premises in Huế on the dates booked. We do not provide services used directly on the Website or on electronic devices; there are no device, software or simultaneous-device requirements.

1. Conditions and form of use at the place of service

1.1 Locations

• Thiên Ý Villas (Beasts House, Birds House, Flower House and the rooms within them): 20/Kiệt 31 Nguyễn Thiện Thuật, Phú Xuân Ward, Huế.
• Thiên Ý Lake: 29 Nguyễn Trãi, Phú Xuân Ward, Huế (welcoming guests from 1 November 2026).

1.2 On arrival

1. Give your booking reference (in your confirmation email) or the lead guest's name.
2. Show valid identification for every guest aged 14 or over, for the legally required residence registration (see Service Conditions and Restrictions, section c). Everyone staying, including children, is registered.
3. Sign the registration card and pay any remaining balance under our Payment Policy.
4. Receive your villa or room with an introduction to its facilities, safety and our House Rules.

1.3 During your stay

• You use the villa or room booked, breakfast (when included) and the facilities described on the Website. Guests booking an individual room within a villa share that villa's living room, garden and pool.
• Extra services (dining, private chef, experiences…) are ordered through the concierge or the in-room service page, and added to your bill at listed prices.
• Please follow the House Rules.

2. Period of use

• The service is valid for the confirmed dates of your booking: from 14:00 on arrival day to 11:00 on departure day.
• Early check-in or late check-out is subject to availability, must be requested in advance, and may carry a supplement.
• If you do not arrive and have not contacted us by 23:59 (Huế time) on arrival day, the booking is recorded as a no-show under section 7 of our Cancellation, Changes & Refunds policy.

3. Change and cancellation conditions and costs

• Changes more than 30 days before arrival: free (dates, guests, villa or room), subject to availability and the rate for the new dates.
• Changes within 30 days of arrival: the reduced or changed part is treated as a cancellation under the table above; any added part is charged at current rates.
• Shortening your stay after check-in for reasons within your control: nights used are payable; unused nights are not refunded.
• Force majeure or cancellation by Thiên Ý: see sections 5 and 6 of our Cancellation, Changes & Refunds policy.