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 the customer to confirm the expected check-in time and send the check-in instructions (via a link) to the customer’s email or Zalo.

CANCELLATION, RETURN, AND CHANGES TO CHECK-IN/CHECK-OUT TIME

Cancellation Policy:
Customers may cancel their booking free of charge up to 01 day before the actual check-in date.
In case of no-show, a penalty equivalent to the first night’s room charge will apply.
For cancellations in accordance with the policy, 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.

Policy for Changes to Check-in/Check-out Dates:
Customers may change their check-in/check-out dates free of charge if they notify staff at least 01 day prior to the actual check-in/check-out date.
If the notification is made later than the specified time, staff will consider the actual room availability to accommodate the request, and a change fee will be applied based on a percentage of the room rate.