Got Questions?
Frequently Asked
Questions
Everything you need to know before booking your villa stay with Ovuigo
1
What’s included in the villa price? Are there any hidden fees?
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We believe in complete transparency. Your villa price includes:
- The entire private villa, not a shared room
- Private pool access
- Free Wi-Fi and basic amenities
- Daily housekeeping (as listed per villa)
No hidden fees, no surprise charges — what you see in the villa listing is exactly what you pay. Book direct with us and save 7% compared to Airbnb.
2
Can I check availability and customise my stay dates?
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Absolutely. Just message us on WhatsApp with your preferred dates, number of guests, and which villa you’re interested in — we’ll confirm availability and help you pick the best fit for your family or group.
3
What is your cancellation and refund policy?
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Our policy is simple and fair:
- Cancel 3+ days before check-in: Full refund (bank transfer fees are the guest’s responsibility)
- Cancel less than 3 days before: Deposit is non-refundable
Example
If your check-in is July 10th: cancelling on or before July 7th = full refund. Cancelling on July 8th, 9th, or July 10th = deposit kept.
For full details, see our Refund & Conditions page.
4
How do I book? What is the payment structure?
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Booking is easy — just message us on WhatsApp or email us. We confirm bookings in order of deposit received to guarantee your dates.
Payment structure:
- 50% deposit at time of booking to secure your dates
- 50% balance due at least 30 days before check-in
View all accepted payment methods here.
5
What are the check-in and check-out times?
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Standard check-in is 3:00 PM and check-out is 11:00 AM. If you’re arriving earlier or need a later check-out, message us — we’ll do our best to accommodate depending on the booking calendar.
6
Are the villas suitable for children, families, or elderly guests?
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Yes — our villas are family-friendly and built with private, walkable, child-safe spaces in mind. Each listing notes bedroom count and maximum occupancy, including children’s rates where relevant.
If you have specific accessibility needs (mobility, stairs, etc.), let us know when booking and we’ll tell you honestly whether a villa is a good fit.
7
Will I receive a confirmation after booking?
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Yes — once your deposit is received, you’ll get a booking confirmation via email within 30 minutes (usually much faster). Your confirmation will include:
- Check-in date, time, and villa address
- Your host’s direct contact details
- Any specific arrival notes
8
What happens if there’s bad weather during my stay?
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Hoi An and Da Nang have warm weather most of the year, but rain is possible, especially October to December. Your villa stay is unaffected by weather (private pool, indoor living space), but we’re always available on WhatsApp with local tips on what to do on rainy days.
9
What languages do you speak?
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Our hosts communicate in English and Vietnamese. Need something translated or arranged in another language? Message us and we’ll do our best to help.
Still have questions?
We reply within 2 hours, 7 days a week
Message us on WhatsApp — the fastest way to reach us