Reservation & Cancellation Policy
Last updated: 29 October 2026
These terms apply to reservation requests made directly with ROSSO Phu Quoc. All arrival and cancellation times use Phu Quoc time (UTC+7). Contact: rossoskypq@gmail.com or +84 78 695 9018.
Requests and confirmation
Submitting a form does not confirm a booking. Our team checks availability and confirms the selected service, date, arrival time, guest count, inclusions, total price and any deposit in writing. Do not pay until you receive those details. The website does not collect payments or payment-card details. Tables, VIP seating, packages, villa stays and private hire are subject to availability.
Prices and confirmation
Villa and private-hire prices are quoted individually in USD and VND. Inclusions and the total price are confirmed before payment.
Taxes and deposits
All prices are subject to 10% VAT and 5% service charge. Payment is in VND. Package prices are fixed in VND. The final total, including taxes and service charge, is confirmed before payment. Before payment, we confirm the total in VND, taxes, service charge and any deposit. Deposits are credited to the confirmed booking. No undisclosed fees or cancellation terms are added after payment; any later change requires agreement.
Cancellation and no-shows
Cancel at least 24 hours before the confirmed arrival or check-in time for a free cancellation and a full refund of amounts paid for the cancelled booking. Send the request to our email or reservation contact and keep the acknowledgement. For cancellations less than 24 hours before arrival or for a no-show, a deposit may be retained only to the extent stated in the written terms accepted before payment and permitted by law. If no late-cancellation charge was agreed in advance, no such charge will be imposed. Mandatory consumer rights remain unaffected.
Open-air terrace and weather
The terrace and pool areas are outdoors. If weather makes the booked service unsafe or unavailable, we will offer a suitable alternative area or a change of date, subject to availability and your agreement. If no suitable alternative is accepted, we refund prepaid amounts for services we cannot provide. If ROSSO cancels the booking, the same choice of a mutually agreed date or a refund applies. We do not automatically replace a refund with credit.
Refund process
Contact us with the booking name, date and payment reference; do not send full card details. We confirm the eligible amount and arrange return to the original payment method where possible. An approved refund is submitted to the payment provider within seven business days. Bank or payment-provider processing time is additional and will be explained when known. We do not charge an administrative fee for a free cancellation. Any independent currency-conversion difference is explained when applicable.
Guest safety and conduct
The evening programme is for guests aged 18 or over; proof of age may be requested at the venue. Wear appropriate smart-casual clothing in dining areas and suitable swimwear in the pool area. Follow staff instructions and posted pool hours and safety rules. Do not run or dive, bring glass into the pool, or swim while impaired. Do not assume a lifeguard is present. Respect other guests, property and staff; unsafe or disruptive conduct may result in refusal of service, subject to applicable law.
Questions and applicable rights
Contact our reservations team promptly about changes, access needs, a late arrival or a complaint. We will review the confirmed booking and the circumstances with you. These terms do not exclude rights or remedies that cannot be excluded under Vietnamese law. Translations are provided for clarity; a translation difference does not reduce those rights.