Policy

Cancellation & refund policy

Cancellation fees, date changes and how to send a request for bookings made directly with Routine’s hotels.

Updated 8 Oct 2026

Scope

Applies to bookings made directly for PITO Hon Thom and Calista Phu Quoc via Routine Hospitality’s website, Zalo, hotline or email.

Bookings made through an agent or an online travel agency (OTA) follow the policy of where you booked.

The fee depends on the number of days between the hotel receiving your request and the check-in date.

PITO Hòn Thơm

Cancellation: 7 or more days before arrival: free. 3 – 6 days: 50% fee. Less than 72 hours, no-show or early departure: 100%. Lunar New Year: non-refundable.
Date change: Free once if notified at least 7 days ahead, subject to availability. Cancellations and changes count only when sent by email and confirmed by the hotel.
Holidays: A surcharge is added to the room rate and a minimum stay applies: Christmas & New Year 24 Dec – 5 Jan +VND 500,000/room/night (2 nights) · Lunar New Year 6 – 15 Feb +VND 500,000 (3 nights) · 30 Apr – 1 May and 1 – 3 Sep +VND 300,000 (2 nights). For Lunar New Year please contact the hotel to book.
Island access disruption: The cable car and boats are run by third parties. If they stop because of weather, maintenance or an official decision, the hotel offers a free date change or holds the booking for 6 months.

Calista Hotel Phú Quốc

Cancellation: 7 or more days before arrival: 50% fee. Less than 7 days, no-show or early departure: 100%. Public holidays and Lunar New Year: non-refundable.
Date change: Free once if notified at least 7 days ahead, subject to availability. Cancellations and changes count only when sent by email and confirmed by the hotel.
Holidays: A surcharge and minimum stay apply: 30 Apr – 1 May (2 nights), 1 – 3 Sep (2 nights), 24 Dec – 5 Jan (2 nights), Lunar New Year 6 – 15 Feb (3 nights). Opening season 2026: no Christmas and New Year surcharge.

A cancellation or date change only counts when sent by email and confirmed by the hotel by email.

Email sales@routinehotels.com with your booking code, the booker’s name and your dates.
You can message Zalo (+84) 915 919 328 for quick help, but still send the email to fix the time of your request.
The hotel replies with the fee that applies and the refund amount, if any.

The refund is the amount paid minus the cancellation fee, returned to the method you paid with (bank account or card).

The refund time is stated in the hotel’s cancellation email (standard timing pending confirmation by accounting).