Booking Terms and Conditions

LYLAC HOME SAIGON 

Terms & Conditions

Last updated: September 2026

Welcome to LYLAC Home Saigon.

We want every guest to enjoy a comfortable, safe and memorable stay in Ho Chi Minh City. These Terms & Conditions are designed to ensure that our homes remain enjoyable for our guests, our neighbours and our team.

By making a reservation directly with LYLAC Home Saigon, you confirm that you have read, understood and agreed to these Terms & Conditions on behalf of yourself and everyone included in your reservation.

01 — RESERVATIONS

Booking Confirmation

A reservation is confirmed once the required payment has been successfully received and LYLAC Home Saigon has issued a booking confirmation.

The person making the reservation must be at least 18 years old and is responsible for ensuring that all information provided during the booking process is accurate and complete.

This includes the number of guests, arrival information and any other information reasonably required by LYLAC.

LYLAC may contact the Guest to verify reservation details where reasonably necessary.

02 — GUEST NUMBERS & OCCUPANCY

Please Tell Us Who Is Staying

Guests must provide LYLAC with the correct and complete number of people who will be staying at the property prior to check-in.

Each LYLAC property has a clearly stated maximum occupancy. This maximum number must not be exceeded.

If the number of guests changes after the reservation has been made, the Guest must notify LYLAC in advance.

Additional guests may only stay with prior approval from LYLAC and may be subject to additional charges.

LYLAC reserves the right to refuse accommodation to additional guests where doing so would exceed the property's maximum occupancy, create a safety concern, breach building requirements or violate applicable laws or regulations.

03 — PAYMENT

The accommodation price and any applicable fees will be displayed or communicated to the Guest before the reservation is confirmed.

Any outstanding balance must be paid by the deadline specified in the booking confirmation.

If the required payment is not received by the applicable deadline, LYLAC reserves the right to cancel the reservation in accordance with the applicable cancellation policy.

LYLAC reserves the right to correct obvious pricing, availability or display errors. If an obvious error affects a confirmed reservation, we will contact the Guest as soon as reasonably possible to discuss the available options.

04 — CANCELLATION & REFUNDS

We understand that travel plans sometimes change. Our cancellation policy is therefore kept simple and transparent.

Cancellation 14 Days or More Before Check-In

Guests who cancel 14 days or more before their scheduled check-in date will receive a full refund of the accommodation amount paid.

Where applicable, non-refundable third-party payment-processing fees, banking charges or currency-conversion costs may not be refundable.

Cancellation Less Than 14 Days Before Check-In

Reservations cancelled less than 14 days before check-in are non-refundable, unless LYLAC agrees otherwise or a different refund is required by applicable law.

The cancellation date and time will be determined according to the local time in Ho Chi Minh City, Vietnam.

We encourage Guests who need to cancel or change their plans to contact us as soon as possible.

05 — CHECK-IN & CHECK-OUT

To ensure that every home can be properly cleaned, inspected and prepared for the next Guest, LYLAC operates strict check-in and check-out times.

Your property's standard check-in and check-out times will be stated on the property page and/or your booking confirmation.

Early Check-In

Early check-in is available only subject to availability and prior approval by LYLAC.

Where early check-in is approved, a charge of:

VND 300,000 per hour

will apply.

Late Check-Out

Late check-out is also subject to availability and prior approval by LYLAC.

Where late check-out is approved, a charge of:

VND 300,000 per hour

will apply.

Guests must not assume that early check-in or late check-out is available until LYLAC has confirmed it.

Guests who require additional time at the property are encouraged to contact us in advance.

Where available, LYLAC may provide complimentary luggage storage before check-in or after check-out.

06 — PARTIES, EVENTS & GATHERINGS

Please Keep Our Homes Peaceful

Parties and events are not permitted unless prior permission has been granted by LYLAC in writing.

Guests must not organise or host:

  • Parties
  • Events
  • Commercial functions
  • Large gatherings
  • Unauthorised celebrations
  • Professional filming or photography
  • Other activities that may disturb neighbours

Any approved gathering must remain within the property's maximum occupancy and comply with any conditions provided by LYLAC.

Excessive noise, disruptive behaviour, complaints from neighbours or an unauthorised event may result in the termination of the stay without refund, subject to applicable law.

The Guest may also be responsible for any reasonable additional cleaning, repair, security or other costs resulting from an unauthorised event or gathering.

07 — GUEST REGISTRATION

Vietnam Accommodation Requirements

All guests staying at LYLAC properties are required to provide the information necessary for accommodation registration in accordance with applicable Vietnamese laws and regulations.

The Guest must provide the correct number and identity information of all persons staying at the property prior to check-in and cooperate with any registration requirements.

Guests must not allow unregistered persons to stay overnight at the property.

If an individual is found staying at the property without the required registration or approval, that person will be required to vacate the premises.

Where a Guest refuses to comply with applicable registration requirements, LYLAC reserves the right to terminate the reservation, subject to applicable law.

LYLAC may be required to provide guest information to the relevant Vietnamese authorities where legally required.

08 — PROPERTY SUBSTITUTION

Our Flexibility Guarantee

We make every reasonable effort to ensure that Guests stay in the home they originally selected.

However, in certain circumstances, LYLAC may need to substitute the booked property.

This may include circumstances such as:

  • Unexpected maintenance or repair requirements

  • Significant property damage

  • Safety concerns

  • Building or structural issues

  • Emergency repairs

  • Government requirements

  • Operational circumstances

  • Other circumstances beyond LYLAC's reasonable control

In such circumstances, LYLAC reserves the right to substitute the booked home with another LYLAC property.

Where reasonably possible, we will provide a replacement property that is suitable for the number of registered guests and comparable in standard, facilities and overall suitability.

Our Price Promise

If the replacement property has a lower price than the property originally booked, LYLAC will refund the difference in price to the Guest.

If the replacement property has a higher price, the Guest will not be required to pay the difference.

You will never be asked to pay more because we substituted your home.

LYLAC will absorb any additional cost where the replacement property is more expensive.

We will notify the Guest of any necessary substitution as soon as reasonably practicable and, where possible, provide details of the replacement property before arrival.

If no suitable alternative property is available, LYLAC may cancel the reservation and provide the applicable refund in accordance with the booking terms and applicable law.

09 — RESPECTING THE HOME

LYLAC homes are privately operated residences located within local communities. We ask all Guests to treat them as they would their own home.

Guests agree to:

  • Respect neighbours and the surrounding community

  • Keep noise at reasonable levels

  • Follow the property's house rules

  • Use furniture and appliances appropriately

  • Take reasonable care of the property

  • Keep the home reasonably clean and orderly

  • Report maintenance issues promptly

  • Report accidental damage as soon as reasonably possible

  • Take care of keys, access cards and electronic access devices

The property may only be used for lawful accommodation purposes.

Illegal activities are strictly prohibited.

10 — DAMAGE & EXCESSIVE CLEANING

Guests are responsible for damage, loss or breakage caused by themselves or members of their travelling party, excluding reasonable wear and tear.

We understand that accidents can happen. If something is accidentally damaged, please let us know as soon as possible. We would always prefer to resolve an issue openly and fairly.

Damage Assessment

Where damage or loss occurs, LYLAC will assess the cost of repair or replacement based on the current reasonable market rate for the affected item, service or repair.

This may include:

  • Furniture

  • Appliances

  • Fixtures and fittings

  • Linen and towels

  • Kitchen equipment

  • Keys or access devices

  • Specialist repair services

  • Professional cleaning

  • Replacement of items that cannot reasonably be repaired

Excessive Cleaning

The standard cleaning fee covers normal cleaning following a stay.

Additional cleaning charges may apply where the property requires exceptional cleaning as a result of the Guest's use of the property.

Examples include:

  • Excessive rubbish

  • Food waste

  • Significant spills or stains

  • Smoking inside a non-smoking property

  • Excessive mess

  • Specialist cleaning

  • Unauthorised parties or events

  • Other unusual cleaning requirements

Any damage, replacement or additional cleaning charges will be assessed reasonably and based on the current market cost of the required repair, replacement or service.

11 — SMOKING & VAPING

  • Smoking and vaping are strictly prohibited INSIDE ALL LYLAC properties, unless a property specifically provides a designated smoking area.
  • Guests must not smoke or vape in bedrooms, bathrooms, living areas, kitchens, balconies, rooftops, or other indoor/private areas unless expressly permitted.
  • If cigarette smoke, smoking residue, ash, cigarette butts, or other evidence of smoking is discovered inside the property, a VND 1,500,000 smoking-related cleaning and deodorising fee will apply.
  • This fee covers additional cleaning, ventilation, deodorising, and preparation of the property for the next guest.
  • Where smoking causes additional damage or requires specialist cleaning, replacement of furnishings, curtains, mattresses, linens, or other items, additional reasonable costs may be charged based on current market rates.
  • Guests are responsible for ensuring that all members of their party comply with this policy.

12 — PERSONAL BELONGINGS

Guests are responsible for their personal belongings throughout their stay.

We recommend keeping passports, cash, jewellery, electronics and other valuables secure.

LYLAC is not responsible for loss, theft or damage to personal belongings except to the extent required by applicable law.

If an item is accidentally left behind, LYLAC may retain it for a reasonable period and will make reasonable efforts to assist with its return.

Any postage, courier or delivery costs for returning belongings will normally be the responsibility of the Guest.

13 — MAINTENANCE & PROPERTY FACILITIES

We work hard to keep every LYLAC home clean, comfortable and well maintained.

Occasionally, an appliance, facility or service may become temporarily unavailable because of maintenance, repairs, technical problems, utility interruptions or circumstances outside our reasonable control.

Guests should report any problem to LYLAC as soon as possible so that we have a reasonable opportunity to investigate and resolve it.

We will make reasonable efforts to minimise disruption and restore affected services as quickly as reasonably possible.

14 — ELECTRICITY, WATER & INTERNET

Electricity, water, internet and other utilities are provided subject to local infrastructure and service availability.

Temporary interruptions may occur due to utility-provider outages, infrastructure failures, weather events, emergency repairs or circumstances outside LYLAC's reasonable control.

LYLAC will make reasonable efforts to assist Guests when interruptions occur but cannot guarantee uninterrupted utility or internet service.

15 — CHILDREN & SAFETY

Children are welcome at properties where the property's configuration and facilities are suitable for children.

Parents and guardians are responsible for supervising children at all times.

Guests should exercise particular care around:

  • Stairs

  • Balconies

  • Rooftops and terraces

  • Windows

  • Bathtubs

  • Glass doors and partitions

  • Other elevated or potentially hazardous areas

LYLAC does not provide childcare or supervision services unless expressly stated otherwise.

16 — PETS

Pets are not permitted unless prior written approval has been provided by LYLAC.

Where a particular property permits pets, additional conditions or charges may apply.

17 — SECURITY & ACCESS

Guests are responsible for keeping keys, access cards, electronic access codes and other entry devices secure.

Guests must not share access codes or keys with unauthorised persons.

If a key, access card or security device is lost or damaged, the Guest may be responsible for the reasonable replacement or associated security costs.

Certain properties may use security cameras in external or common areas for safety and security purposes.

Cameras will not be intentionally positioned inside bedrooms, bathrooms or other areas where Guests would reasonably expect privacy.

18 — THIRD-PARTY SERVICES

LYLAC may assist Guests in arranging additional services such as:

  • Airport transfers

  • Private drivers

  • Tours and excursions

  • Restaurant reservations

  • Massage services

  • Grocery delivery

  • Local experiences

  • Other concierge services

Unless expressly stated otherwise, these services are provided by independent third-party suppliers.

Third-party services may have their own pricing, terms and cancellation policies.

LYLAC will make reasonable efforts to work with reputable suppliers but is not responsible for the acts, omissions, delays, cancellations or performance of independent third-party providers except to the extent required by applicable law.

19 — GUEST CONDUCT & TERMINATION

We want LYLAC homes to be enjoyable for everyone.

LYLAC reserves the right to take appropriate action, including terminating a stay, where a Guest:

  • Engages in illegal activity

  • Threatens, abuses or harasses staff, neighbours or other persons

  • Causes serious disturbance or excessive noise

  • Exceeds the permitted occupancy

  • Allows unregistered guests to stay

  • Holds an unauthorised party or event

  • Seriously damages the property

  • Creates a significant safety risk

  • Uses the property for an unauthorised purpose

  • Materially breaches these Terms & Conditions or the property's house rules

Any termination, refund or other remedy will be handled in accordance with applicable law.

20 — FORCE MAJEURE

LYLAC will not be responsible for failure or delay in performing its obligations where such failure or delay results from circumstances beyond our reasonable control.

These circumstances may include natural disasters, severe weather, fire, war, civil unrest, government restrictions, epidemics or pandemics, major infrastructure failures, utility-provider failures, emergency building or safety issues, or other unforeseeable circumstances beyond LYLAC's reasonable control.

LYLAC will make reasonable efforts to minimise the impact on Guests and communicate relevant information as soon as reasonably practicable.

21 — DIRECT BOOKINGS & THIRD-PARTY PLATFORMS

Reservations made directly through the LYLAC Home Saigon website are governed by these Terms & Conditions and the applicable cancellation policy presented during the booking process.

Reservations made through third-party platforms such as Airbnb, Booking.com, Agoda or Trip.com may also be subject to the terms, payment procedures and cancellation policies of the relevant platform.

Where applicable, the third-party platform's terms may take precedence over these Terms & Conditions in relation to matters specifically governed by that platform.

22 — WEBSITE INFORMATION

LYLAC makes reasonable efforts to ensure that property descriptions, photographs, amenities, availability and other information published on our website are accurate and up to date.

Minor differences in furniture, decoration, furnishings or configuration may occur from time to time.

Where a material change affects a confirmed reservation, LYLAC will make reasonable efforts to notify the Guest.

23 — PRIVACY

LYLAC collects and processes Guest information for purposes including reservations, accommodation management, communication, legal compliance and customer service.

Our collection and use of personal information is governed by our separate Privacy Policy.

24 — LIMITATION OF LIABILITY

To the extent permitted by applicable law, LYLAC will not be liable for indirect, incidental or consequential losses arising from a Guest's stay, including loss of personal belongings, loss of enjoyment, travel disruption or expenses arising from circumstances outside LYLAC's reasonable control.

Nothing in these Terms & Conditions excludes or limits any liability that cannot lawfully be excluded or limited under applicable law.

25 — COMPLAINTS & RESOLUTION

If a Guest experiences a problem during their stay, we ask that they contact LYLAC as soon as reasonably possible.

This gives our team a reasonable opportunity to investigate the issue and, where possible, resolve it while the Guest is still staying with us.

We are committed to dealing with genuine concerns fairly and professionally.

Any dispute arising from a reservation or stay will first be addressed through good-faith communication between the Guest and LYLAC.

Nothing in these Terms & Conditions limits any rights or remedies available to a Guest under applicable law.

26 — CHANGES TO THESE TERMS

LYLAC may update these Terms & Conditions from time to time to reflect changes to our services, business practices or applicable legal requirements.

The version applicable to a reservation will generally be the version presented to and accepted by the Guest at the time the reservation is made, unless otherwise required by applicable law.

27 — GOVERNING LAW

These Terms & Conditions are intended to be interpreted in accordance with the laws applicable to the provision of accommodation services in Vietnam.

Any dispute that cannot be resolved through good-faith communication will be subject to the applicable laws and competent authorities or courts of Vietnam, subject to any mandatory rights the Guest may have under applicable law.

CONTACT US

If you have any questions about your reservation, our Terms & Conditions or your stay, please contact us.

LYLAC HOME SAIGON
Ho Chi Minh City, Vietnam

WhatsApp: +84 83 744 0795
Email: lylachomevn@gmail.com
Website: lylachomevn.com

We are always happy to help with your booking, arrival arrangements, luggage storage, transportation and local recommendations.

Guest Acceptance

By completing a direct reservation with LYLAC Home Saigon, the Guest confirms that they have read and agree to:

  • These Terms & Conditions

  • The applicable Cancellation Policy

  • The LYLAC Privacy Policy

  • The house rules applicable to their selected property

The Guest also confirms that they are responsible for ensuring that all members of their travelling party comply with the applicable booking conditions and house rules.

Thank you for choosing LYLAC Home Saigon. We hope you have a wonderful stay in Saigon.