Frequently Asked Questions

Frequently Asked Questions & Terms and Conditions

Welcome to your private villa escape in Nha Trang. Whether you’re joining us for a romantic retreat, a family holiday, or a month-long remote working recharge, we want your stay to be effortless, exceptional, and fully transparent. Below, you’ll find everything you need to know before booking — including how to cancel, what’s included, and what we expect from our guests in return.

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About the Villas

Q: Where are the villas located?
Our private villas are located within the Wyndham Gardens Cam Ranh resort complex, just 10 minutes from Cam Ranh International Airport and 30 minutes from central Nha Trang. While we are not affiliated with Wyndham Hotels, our guests enjoy the tranquility, security, and premium location the resort area provides — with private beach access and luxurious amenities.

Q: Are the villas managed by the resort?
No. These are independently owned and operated luxury villas, professionally managed by our local hospitality team. We offer enhanced privacy, concierge-style services, and direct booking benefits not available through the main resort system.

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Pricing & Payment

Q: What’s included in the price?
All bookings include:

• Private pool villa with full kitchen and living areas
  * Daily housekeeping
  * High-speed Wi-Fi
  * Complimentary filtered water, coffee, and basic kitchen provisions
  * VIP airport pickup and fast-track arrival (where applicable)
  * 24/7 guest support

Additional options — such as private chef services, massage therapy, and in-villa grocery stocking — are available at extra cost.

Q: Is a deposit required?
No deposit is required to book. We operate on a trust-based model, meaning you pay in full upfront, but we don’t hold damage deposits. Instead, we ask all guests to treat the property with the respect and care they would their own home.

Q: What currency do you charge in?
All prices are listed in USD. Your payment method will be charged the equivalent amount in your local currency, depending on your bank or card provider’s rates.

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Cancellations & Refunds

Q: What’s your refund policy?
We offer a 100% refund on all bookings cancelled 72 hours or more before your scheduled arrival date. Cancellations within 72 hours of check-in are non-refundable, as we will have already reserved and prepared the villa for your exclusive use.

Q: How do I cancel or reschedule?
You can cancel or amend your booking by contacting our guest services team directly via the confirmation email you received, or through our WhatsApp concierge line. If you wish to reschedule, we’ll do our best to accommodate new dates, subject to availability.

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Cleaning, Damage, and Guest Conduct

Q: How often is the villa cleaned?
Standard bookings include daily light cleaning, with full-service deep cleaning once per week for extended stays. Towels and linens are refreshed every 3–4 days or on request.

Q: What if something breaks or gets damaged?
We don’t take a deposit, but we do ask that guests notify us immediately of any accidental damage. We believe in trust, honesty, and mutual respect. If damage is found to be the result of neglect, misuse, or deliberate action, we reserve the right to charge for repair or replacement costs — but we aim to keep this fair and reasonable.

Q: Are parties allowed?
No. Our villas are peaceful, family-friendly properties designed for relaxation and restoration. Parties, loud gatherings, and unregistered overnight guests are strictly prohibited. Violation of these rules may result in immediate termination of your stay without refund.

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Arrival & Check-In

Q: What’s the check-in and check-out time?

• Check-in: from 3:00 PM
  * Check-out: by 11:00 AM
  Early check-in and late check-out may be available on request, depending on cleaning schedules and bookings.

Q: Is airport transfer included?
This service is not included by default, but for an additional fee we can provide VIP airport pickup with transport to the resort. If you wish to pay for fast-track arrival, we’ll meet you at the gate, assist with immigration where possible, and drive you directly to your villa.

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Guest Services & Support

Q: Is there a concierge?
Yes — our concierge team is available via phone, WhatsApp, and email throughout your stay. From restaurant bookings and tour advice to in-villa massages or grocery delivery, we’re here to make your holiday seamless.

Q: Do you provide local recommendations?
Absolutely. Our team curates updated local guides covering everything from high-end seafood spots and cocktail bars to quiet temples and off-grid waterfall hikes. Ask us anything — we’re local experts and proud to share our favourites.

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Terms & Conditions (Summary)

Here’s the short version of the fine print — written in plain English:

1. Booking & Payment

• Full payment is required to confirm your booking.
  * Your booking is not confirmed until payment has cleared and you’ve received a confirmation email.

1. Cancellations

• You may cancel for a full refund up to 72 hours before check-in.
  * Cancellations within 72 hours of arrival are non-refundable.
  * In the event of natural disaster, political unrest, or force majeure, we offer flexible rescheduling or credit at our discretion.

1. Damage & Liability

• Guests are responsible for any damage caused by themselves or their party.
  * We reserve the right to charge your card for costs incurred due to repair, cleaning beyond standard use, or replacement of lost items.
  * We do not accept liability for personal injury, theft, or loss of personal belongings during your stay.

1. Guest Conduct

• No parties, loud music, or disruptive behaviour.
  * Registered guests only — any additional visitors must be pre-approved.
  * Smoking is allowed outdoors only. No smoking indoors under any circumstances.

1. Privacy & Data

• Your information will only be used for the purpose of fulfilling your booking and providing concierge services.
  * We never share your data with third parties without consent.

1. Force Majeure

• In the rare event your villa becomes unavailable due to circumstances beyond our control (e.g. severe weather, structural issues), we will offer a full refund or alternative accommodation of equal value.

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Ready to Book?

You’re just a few clicks from private poolside serenity. And right now, we’re offering 50% off all bookings as part of our launch special. Use promo code LAUNCH50 when you book to save.

Book Your Villa Now

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Still Have Questions?

Drop us a message at hello@nhatrangholidays.com We’re here to help.