Legal Information: Policies and Terms

Location: NamKhan Hotel, Ban Donkeo, Luang Prabang, 06000 Laos.
Website: https://thenamkhan.com
Contact Information: [email protected]

1. Prices and Taxes

All room rates are quoted in USD per night and are exclusive of applicable taxes and service charges. These additional charges will be clearly stated at the time of booking and will be applied to your final bill. Prices are subject to change without notice; however, confirmed booking rates will be honored.

2. Payment and Terms at Check-in/Check-out

A full payment of 100% is required prior to your stay to secure your booking. We accept cash in USD, EUR, Thai Baht, and Lao Kip. The daily exchange rate as provided by the Bank of the Lao P.D.R. will apply to all currency exchanges. A 3% fee will apply to cash payments in any currency other than USD, as well as to all credit card payments. All wire transfer prepayments for groups or private bookings must arrive 100% at our account, with no deductions for bank fees. Check-in time is 14:00, and check-out time is 11:30. Late check-out requests are subject to availability and may incur additional charges.

3. Group Bookings

Group bookings are subject to specific payment terms offered to the group at the time of booking. Regardless of these terms, full payment must be received 100% prior to the group’s arrival and start of their stay. Failure to complete payment within the agreed timeline may result in the cancellation of the booking without refund or the release of the reserved rooms.

4. Bookings from Tour Operators or Travel Agencies

Bookings made through tour operators or travel agencies are subject to the terms and conditions agreed upon with those entities. If the tour operator or travel agency fails to remit payment to THE NAMKHAN as agreed, we reserve the right to cancel the booking prior to the guest’s arrival. The guest will be informed as soon as possible if their reservation is affected.

5. Property Overview

THE NAMKHAN is a 5-star resort, as recognized by the Lao National Chamber of Commerce and Industry (LNCCI). Our property spans 10 hectares and features 24 rooms set within a lush tropical botanical garden along the Nam Khan River. The property includes natural features such as ponds, streams, and tropical flora, which enhance the experience but also require caution. Rooms are for accommodation purposes only and include daily cleaning services.

6. Pool, Pool Bar, and Spa Policies

• Pool: Guests are welcome to enjoy our large pool. However, children must be supervised by an adult at all times. THE NAMKHAN is not responsible for any accidents or injuries that occur due to lack of supervision.
• Pool Bar and Restaurant: Opening times for our pool bar and restaurant are published on our website and displayed on the premises. We reserve the right to change these hours as needed.
• Spa: Our spa facilities are reserved for guests aged 18 and older. Minors are not permitted in the spa area. Please respect this policy to ensure a relaxing environment for all guests.

7. River Safety

The Nam Khan River runs adjacent to our resort. For your safety, swimming in the river is strictly prohibited unless a lifeguard is present and you are in the designated river island swimming area. Guests must follow all safety instructions provided by the lifeguard. THE NAMKHAN is not responsible for any accidents, injuries, or fatalities that occur as a result of unauthorized swimming in the river.

8. Fire and Barbecue Restrictions

For the safety of all guests and to preserve the natural beauty of our gardens, making fires or private barbecues is strictly prohibited in all areas of the resort, including private gardens associated with guest rooms. Guests are welcome to use the designated barbecue areas provided by the resort.

9. Guest Rooms Use

Guest rooms at THE NAMKHAN are provided strictly for accommodation purposes. Any other use of the rooms, such as for meetings, parties, or events, is not permitted without prior approval from hotel management. Unauthorized use may result in additional charges or the termination of the booking.

10. Food Delivery

Food from outside sources cannot be delivered directly to guest rooms. All food deliveries must be received at the reception area. Guests are responsible for picking up their deliveries from reception.

11. Movement on Property

For safety and environmental reasons, guests are only permitted to move around the property by foot or using the electric shuttle service driven by hotel staff. Bicycles and other personal vehicles are not allowed within the
resort grounds.

12. Ecofarm Guidelines

Guests are welcome to visit our ecofarm. However, please respect the following guidelines:

• Do not step on the fields.
• Only enter greenhouses when accompanied by hotel staff.
• Do not disturb or feed the chickens or other animals.
• Guests are not permitted to enter any back-of-house areas.

13. Glamping Tents

THE NAMKHAN also offers luxury glamping tents, providing a unique experience close to nature while maintaining the comfort and amenities expected of a luxury stay. These tents are equipped with premium bedding and private facilities, offering an immersive experience in our tropical botanical gardens. Guests are advised to respect the natural environment and follow safety guidelines provided by the hotel.

14. Traveling with Minors

Children are welcome at THE NAMKHAN. However, parents and guardians are responsible for supervising their children at all times, particularly around water features, the pool, and in outdoor areas. THE NAMKHAN is not liable for any accidents or injuries that occur due to lack of supervision.

15. Accessibility or Special Needs

We strive to accommodate guests with special needs. Please inform us of any specific requirements at the time of booking so we can ensure a comfortable stay. Note that certain areas of our property may be less accessible due to its natural terrain.

16. Parking

Complimentary parking is available for hotel guests. While THE NAMKHAN provides parking facilities, it does not accept liability for any damage, theft, or loss of vehicles or belongings left inside.

17. Pets Policy

THE NAMKHAN is a pet-friendly property. A maximum of [number] pets per room is allowed. Pets must be kept on a leash at all times when outside the room and are not allowed in the pool or spa areas. Owners are responsible for cleaning up after their pets and ensuring they do not disturb other guests. A [amount] deposit is required for pets, which is refundable upon inspection of the room at check-out.

18. Smoking Policy

Smoking is permitted only in designated areas on the property. Smoking inside guest rooms, glamping tents, or any non-designated areas is strictly prohibited. A cleaning fee of [amount] will be charged to guests who violate this policy.

19. Hotel Events and Activities

THE NAMKHAN hosts various events and activities within its botanical garden setting. Guests will be informed in advance of any events that may affect their stay. Participation in hotel-organized activities requires that guests follow the instructions and guidelines provided by the activity leaders. Failure to comply may result in termination of participation without refund.

20. Bookings from Online Travel Agencies (OTAs)

If your booking is made through an Online Travel Agency (OTA), please be aware that the terms and conditions of the OTA may apply in addition to those of THE NAMKHAN. In case of any discrepancies, THE NAMKHAN’s terms and conditions will take precedence. Any modifications or cancellations must be processed through the OTA, and any disputes should be resolved directly with the OTA.

21. Cancellation Policies

• Best Available Rate Cancellation Policy:
  The cancellation is free of charge up to 7 days prior to the date of arrival.
  • Cancellations made 6 days prior to the date of arrival will incur a 60% charge of the total booking amount.
  • Cancellations made 3 days or less prior to the date of arrival will incur a 100% charge of the total booking amount.
  • No-shows will be charged 100% of the total booking amount.
• Advance Purchase Rate Cancellation Policy:
  Advance payment is required and is non-refundable. No refunds or changes are permitted once the booking is confirmed.
• Non-Refundable Rate Cancellation Policy:
  The booking is non-refundable and will be charged in full at the start of the booking period. No-shows will incur a charge of 100% of the total booking amount.

22. Power and Internet Outages

Due to our location in a remote jungle area, occasional power or internet outages may occur. While we strive to maintain continuous service, we cannot guarantee uninterrupted power or internet access. No refunds or compensation will be provided for any outages that may occur during your stay.

23. Guest Liability for Damages

Guests are expected to treat the property with care and respect. Any damages caused to the hotel property, whether through intentional actions or negligence on the part of the guest, will be the guest’s responsibility. The guest shall be liable to compensate THE NAMKHAN for the full cost of any damages, repairs, or replacements required as a result. THE NAMKHAN reserves the right to charge the guest’s payment method on file for any such damages identified after check-out.

24. Environmental Sustainability

THE NAMKHAN is committed to environmental sustainability and operates as a plastic-free property. We kindly ask guests to support our efforts by avoiding the use of single-use plastics and utilizing the eco-friendly alternatives provided by the hotel. As a Travelife Gold certified property, we adhere to the highest standards of environmental and social responsibility in hospitality.

25. Liability for External Services

THE NAMKHAN does not assume any liability for tickets to external activities or transportation services arranged through third-party providers. While we may assist in booking these services for your convenience, any issues, disputes, or claims must be addressed directly with the service provider. Flight or train tickets purchased through us will incur a handling surcharge of 15%.

26. Language of Communication

All communication and contracts with THE NAMKHAN shall be conducted in English. Guests are responsible for ensuring they fully understand the terms and conditions and any other communications.

27. Dispute Resolution/Issues

In the event of any dispute arising from your stay, we encourage amicable resolution through direct communication. Should a resolution not be possible, the dispute will be governed by the laws of Laos and shall be resolved in the courts of Luang Prabang.

28. Use of Personal Information

We respect your privacy and are committed to protecting your personal information. Your data will be collected, used, and stored in accordance with our Privacy Policy, which is available upon request. This includes information provided during the booking process and your stay.

29. Liability

THE NAMKHAN is not liable for any loss, damage, or injury sustained by guests or their belongings during their stay, except where such loss, damage, or injury is due to the hotel’s negligence. Guests are advised to exercise caution, particularly in outdoor areas, around the pool, and during participation in activities.

30. Force Majeure

THE NAMKHAN is not responsible for any failure to meet its obligations due to circumstances beyond its control, including natural disasters, pandemics, governmental restrictions, or power and internet outages. In such cases, we may modify or cancel bookings without liability.

31. Third Party Rights

These terms and conditions are solely between the guest and THE NAMKHAN and do not grant any rights to third parties.

32. Waiver

Failure by THE NAMKHAN to enforce any provision of these terms does not constitute a waiver of that provision or any other provision within these terms and conditions.

33. Severance

If any part of these terms is found to be invalid or unenforceable by a court, the remaining provisions shall remain in effect.

34. Governing Law and Jurisdiction

These terms and conditions, and any contractual or non-contractual obligations arising out of or in connection with them, shall be governed by and construed in accordance with the laws of Laos. Any disputes arising under these terms and conditions shall be subject to the exclusive jurisdiction of the courts of Vientiane, Laos.