About us

POLICIES AND REGULATIONS

 

PRODUCT PRICING INFORMATION

The total payment amount displayed on the website includes all applicable taxes and fees payable by customers.

Mamashomestay.com is not responsible for any additional charges that may arise in accordance with the policies of the card-issuing bank (in cases where customers choose to pay via bank transfer or card payment).

The service prices listed on the website are the official prices published by Mamashomestay.com for customers to review and conduct transactions directly on the website or at the hotel.

Mamashomestay.com reserves the right to change service prices on the Mamashomestay.com website or discontinue one or more services at any time without prior notice, except in cases where payment has already been made or transactions have been completed at the hotel.

PAYMENT POLICY

There is one payment method available. Customers may choose the option that is most convenient and suitable for them:

Payment via bank cards including Visa, MasterCard, American Express, JCB, and UnionPay.
With this method, customers make payments directly through the payment gateway integrated on our website.

COMPLAINT HANDLING POLICY

  • All customer complaints related to the use of the company’s services will be received and handled.

  • For all warranty-related cases, customers may contact us directly to carry out the warranty procedures.

  • The maximum time for resolving complaints is 03 (three) business days from the date the complaint is received. In cases of force majeure, both parties will negotiate to reach a mutual agreement.

BOOKING AND CHECK-IN POLICY

1. Booking Instructions

After reviewing the room information provided on the website, customers may choose one of the following booking options:

Option 1: Call the hotel directly for faster consultation and accurate information regarding room availability.

Option 2: Visit the hotel’s website to make a reservation.

2. Check-in and Check-out Time

  • Check-in: From 14:00 (2:00 PM). Early check-in is subject to room availability and may incur an additional fee.

  • Check-out: Before 12:00 PM (noon).

Note: Services not included in the room booking will be charged separately according to the hotel’s policies.

RETURN AND REFUND POLICY

CHECK-IN AND CHECK-OUT REGULATIONS

  • Check-in time: From 14:00 (2:00 PM) on the check-in date.

  • Check-out time: No later than 12:00 (12:00 PM) on the check-out date.

  • Check-in method: Self check-in.

  • Check-in instructions: Within 01 day prior to the actual check-in date, Cozrum staff will contact customers to confirm the expected check-in time and send check-in instructions (via a link) to the customer’s email or Zalo.

CANCELLATION, ROOM CHANGE, AND DATE MODIFICATION POLICY

Cancellation Policy:
Customers may cancel their booking free of charge up to 01 day before the actual check-in date.
In the event of a no-show, a penalty equivalent to the first night’s room charge will apply.
For eligible cancellations, the paid room fee will be refunded within 02–05 business days.

Room Change / Refund Policy:
If the booked room encounters an issue and cannot be provided, customers will be offered a free room upgrade or a flexible transfer to another branch.
If the customer does not accept the proposed solution, the prepaid room fee will be refunded within 02–05 business days.

Check-in / Check-out Date Change Policy:
Customers may change their check-in/check-out dates free of charge if notification is made at least 01 day in advance.
If notification is made later than the specified time, changes will depend on actual room availability, and a fee will be applied based on a percentage of the room rate.

INSPECTION POLICY

Before placing a booking and making payment, customers are requested to carefully review all booking details.

Upon check-in at the hotel, customers have the right to inspect the room and request a room change or service adjustment if the provided room or services differ from the information booked on the website.

If customers are not satisfied with the service, they may refuse to accept the room.

INFORMATION SECURITY POLICY

1. Purpose and Scope of Information Collection

Mamashomestay.com does not sell, share, or exchange customers’ personal information collected on the website with any third party.

All collected personal information is used internally within the company only.

When customers contact us to register for services, the personal information collected may include:

  • Full name

  • Address

  • Phone number

  • Email address

In addition, service-related information may be collected, including:

  • Product name

  • Quantity

  • Delivery time

2. Scope of Information Use

Collected personal information is used internally by Mamashomestay.com for one or more of the following purposes:

  • Customer support

  • Providing service-related information

  • Processing orders and delivering services and information via the website as requested

  • Sending information about new products, services, upcoming events, or recruitment opportunities (if customers subscribe to email notifications)

  • Supporting customer account management; confirming and processing financial transactions related to online payments

3. Information Retention Period

Personal information will only be deleted upon customer request.
Deletion requests should be sent via email to: ExploreHagiang@gmail.com

4. Entities with Access to Personal Information

Entities that may access customer personal information include:

  • MAMA’S STATION INTERNATIONAL TRAVEL AND TOURISM JOINT STOCK COMPANY

  • Partners contracted to perform part of the services provided by MAMA’S STATION INTERNATIONAL TRAVEL AND TOURISM JOINT STOCK COMPANY. These partners will receive information in accordance with contractual terms (partially or fully, depending on the agreement) to support service delivery.

5. Information Collection and Management Entity

MAMA’S STATION INTERNATIONAL TRAVEL AND TOURISM JOINT STOCK COMPANY

Address: No. 368, 20/8 Street, Residential Group 1, Nguyen Trai Ward, Ha Giang 1 Ward, Tuyen Quang Province, Vietnam
Phone: +84 9889 999 888
Website: Mamashomestay.com
Email: ExploreHagiang@gmail.com

6. Means for Users to Access and Modify Personal Data

Mamashomestay.com collects customer information via the website, email, or phone.

Customers may contact ExploreHagiang@gmail.com or +84 9889 999 888 to request access to or modification of their personal data.

7. Complaint Resolution Mechanism Regarding Misuse of Personal Information

At Mamashomestay.com, protecting personal information is a top priority. Customer information is kept confidential and will not be shared, sold, or rented to any third party.

Personal information is used only for the following purposes:

  • Improving service quality

  • Resolving disputes and complaints

  • Compliance with legal requirements

If you have any questions, feedback, or complaints related to Mamashomestay.com’s privacy policy or misuse of personal information, please contact us via hotline +84 9889 999 888 or email ExploreHagiang@gmail.com.


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