Booking & Rental Policies for Phu Quoc
Transparent terms, fair cancellation tiers, and no hidden fees. Everything you need to know before booking your Phu Quoc stay.
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Check-In & Check-Out Times
Standard check-in time is 2:00 pm and standard check-out is 11:00 am. These times apply across all rental types — bungalows, villas, apartments, and homestays. They allow our housekeeping team adequate time to prepare the property to the expected standard between guests.
Early check-in (from 10:00 am) and late check-out (until 3:00 pm) are available on request, subject to availability, at no extra charge for long-term guests and at a nominal fee for short-term stays. If you have a very early or very late flight, we can arrange luggage storage at the property at no cost, and our team will organise your airport transfer to fit your schedule.
Long-term rental guests (30+ nights) benefit from flexible check-in and check-out by agreement — there is no rigid time restriction, and handover is arranged around your travel schedule. Long-term rental guide.
Security Deposit
A security deposit is required for all bookings to cover any accidental damage to the property or its contents. Deposit amounts vary by rental type:
| Rental Type | Deposit Amount | When Charged | Refund Timeline |
|---|---|---|---|
| Homestay | $100 | On arrival (cash or card) | Within 24 hours of checkout |
| Bungalow | $150–$200 | On arrival or at booking | Within 48 hours of checkout |
| Apartment (monthly) | $300–$500 | At contract signing | Within 3 working days after move-out |
| Villa (short-term) | $300–$500 | At booking confirmation | Within 3 working days of checkout |
The deposit is fully refunded provided the property is returned in the same condition as at check-in. Minor wear and fair use do not result in deductions. If any damage is identified at checkout, we will provide a written itemised statement before making any deduction. Disputed deductions can be escalated to our management team. We have never had an unresolved deposit dispute.
Cancellation & Refund Policy
We operate a tiered cancellation policy designed to be fair to both guests and property owners. All cancellation requests must be made in writing via WhatsApp or email to [email protected].
| Notice Period | Short-Term (<30 nights) | Long-Term (30+ nights) |
|---|---|---|
| 7+ days before arrival | Full refund (100%) | Full refund (100%) |
| 3–6 days before arrival | 50% refund | 75% refund |
| 1–2 days before arrival | No refund | 50% refund |
| No-show / same-day | No refund | 25% refund (force majeure considered) |
Force majeure — including flight cancellations, documented medical emergencies, or natural disasters — is considered on a case-by-case basis. We have a strong track record of issuing full credits (not refunds, but re-booking credits valid 12 months) in genuine force majeure situations, particularly for our Russian and Korean guest community during peak season. Please contact us immediately if your plans change due to circumstances beyond your control.
Refunds are processed via the original payment method within 5–7 working days for card payments and 2–3 working days for bank transfers and crypto.
Payment Methods
We accept a range of payment methods to make booking as frictionless as possible for international guests:
- Credit / debit card: Visa, Mastercard, and UnionPay accepted. A 2.5% processing fee applies to card payments; this is waived for long-term bookings.
- Bank transfer (SWIFT / SEPA): No fee. Full bank details provided at booking confirmation. Payment must clear before the booking is confirmed; allow 1–3 working days. Most popular with Russian and Korean guests booking from abroad.
- USDT (Tether, TRC-20 or ERC-20): No fee. Wallet address provided on request. Confirmation required before check-in.
- Cash (USD or VND): Accepted on arrival for short-term bookings under $500 total. Exchange rate for VND is the Vietcombank sell rate on the day of payment. We do not accept EUR or other currencies in cash.
- PayPal: Available for guests who have difficulty with other methods; a 4% fee applies due to PayPal's transaction costs.
A 50% deposit secures your booking, with the balance due 7 days before arrival for short-term stays and at contract signing for long-term rentals. For same-week bookings, full payment upfront is required.
House Rules
Our house rules are designed to protect the property, your neighbours, and the environment of Phu Quoc Island. They apply to all rental types unless otherwise stated in the individual listing.
- No smoking indoors. Smoking is permitted on terraces, balconies, and garden areas only. Violation results in a $50 cleaning fee deducted from the deposit.
- No parties or events without prior written consent. Noise must be kept to reasonable levels after 10:00 pm. This applies to villas with private pools as well.
- No pets unless explicitly confirmed in writing at the time of booking. A small number of our villas are pet-friendly — ask us before booking.
- Guest count: The property must not be occupied by more guests than the stated maximum capacity. Undisclosed extra guests may result in termination of stay without refund.
- Pool use: No glass near the pool. Children under 12 must be supervised at all times. Pool gates must be closed when not in use (villas with children).
- Waste disposal: Phu Quoc has a limited waste management infrastructure. Please separate plastic from organic waste and use the designated bins provided.
- Motorbike parking: Park only in the designated area. Do not park on the road or obstruct neighbours' access.
Long-Term Rental Terms & Vietnam ID Registration
Long-term rentals (typically 1–6 months) are governed by a formal rental agreement signed by both parties before the first payment is made. The agreement covers: monthly rent, utility billing method, maintenance responsibilities, renewal terms, and conditions for early termination. A standard contract is provided in English; Russian and Korean translations are available on request.
Vietnam ID / Passport registration: Under Vietnamese law (Circular 55/2021/TT-BCA), all foreign nationals staying in a private rental property for more than 14 consecutive days must be registered with the local police (Công an phường). This registration is mandatory — it is not optional and failure to comply can result in a fine for both the guest and the property owner. We handle this process on your behalf at no charge. You will need to provide a copy of your passport (photo page and Vietnam visa or e-visa) within 48 hours of check-in for stays over 14 nights. We submit the registration electronically and you will receive a confirmation within 2–3 working days.
Early termination of a long-term contract requires 30 days' written notice. If notice is shorter, one month's rent is forfeited in lieu of notice, and the security deposit is returned in full (assuming no damage). This protects both parties and allows the property owner time to find a new tenant. We will always try to find a mutually acceptable solution — most early terminations on Phu Quoc arise from flight changes or visa issues, which we understand. Full long-term guide or WhatsApp us.
Damage Policy
Accidental damage happens and we treat it pragmatically. We distinguish between fair wear and normal use (no charge) and avoidable damage (cost deducted from deposit or invoiced separately if it exceeds the deposit amount). Examples of fair wear include minor scuffs on walls, small rust marks on bathroom fixtures, or worn curtain ties. Examples of avoidable damage include broken furniture, cracked tiles, damaged pool equipment, or lost key fobs (replacement cost $30–$80).
We conduct a written check-in inspection of every property, noting existing damage and confirming the inventory. Guests are invited to add to this report within 2 hours of check-in. A check-out inspection is conducted in the guest's presence wherever possible. Any deductions from the deposit are itemised in writing with supporting photographs before being made. We do not charge for damage that we cannot attribute clearly to the current guest.
Questions About Our Policies?
Our team is available 24/7 in English, Russian, Vietnamese, and Korean. WhatsApp us for a direct answer — most questions are resolved in under 15 minutes.
🔥 11 guests enquired today • ★ 4.9/5 from 312 guests • Free cancellation 7 days before