--- title: "Nhà Sương FAQ: Deposit, Cancelling, Check-In, Cold, Stairs" description: "How much deposit, how to cancel, check-in time, how cold nights get, how many steps, whether pets are allowed. Each answer has a number and an effective date." canonical: https://homestay.thenexova.cloud/en/faq lang: en last-updated: 2026-10-07 --- # The questions guests ask most, answered with numbers > How much deposit, how to cancel, check-in time, how cold nights get, how many steps, whether pets are allowed. Each answer has a number and an effective date. Nguồn / Source: https://homestay.thenexova.cloud/en/faq How much deposit, how to cancel, check-in time, how cold nights get, how many steps, whether pets are allowed. Each answer has a number and an effective date. ## What does the rate include? VAT, service charge and breakfast for two (07:30 to 09:30 in the lounge). Stove rooms get one basket of wood a night, lit by Vinh from 18:00 to 22:00. ## How much more are weekend nights? Friday and Saturday nights are 25% above midweek, except holiday and Tết nights, which have their own rate. Every room by season is on the Rates page. ## Is there a minimum stay? With a Saturday or holiday night: 2 nights. With a night from 30 December to 1 January or a Tết night: 3 nights. Otherwise 1 night. Online requests go up to 14 nights. ## How much deposit, and when? Deposit by bank transfer within 24 hours of confirmation, or the request lapses. 30% of the total in low and regular season; 50% when any night is peak, holiday or Tết. The balance is paid on arrival; for holiday and Tết nights, 14 days before check-in. ## Do I lose the deposit if I cancel? Low and regular season: 5 days or more ahead: full deposit refund. 2 to 4 days ahead: the deposit is kept. Under 2 days or no show: the first two nights are charged (or the whole stay if shorter), the rest released. Peak: 10 days or more ahead: full deposit refund. 5 to 9 days ahead: 50% of the room total is kept. Under 5 days or no show: 100% is charged. Holidays and Tết: The deposit is not refunded. 30 days or more ahead: one free date change when a room is free (same rate band, otherwise the difference applies). Under 30 days: no refund and no date change. ## Is my room confirmed when I send the form? A booking request holds the room; it is not a confirmation yet. Ngân calls or messages you on Zalo the same day (07:00 to 22:00) to confirm and send the bank details. A request nobody acts on is released after 12 hours, and we tell you. ## How far is it from the gate to the room? Cars up to seven seats reach the gate. From the gate to the lounge it is 46 stone steps; Vinh carries the bags. Little Pine and the Kitchen Room are 12 steps from the lounge, the fewest. There is no lift. ## How cold are the nights, and are the rooms warm? December and January nights drop to about 10°C to 12°C. Every bed has an electric blanket and a wool one; Fireside, the Mist Suite and the Garden House have wood stoves. A stove warms its room, not the house. ## How do children and pets work? Children 6 to 11: 200,000 VND a night (breakfast included). Under 6: free on the existing bed, one per room, no breakfast. Only the Garden House takes pets under 10 kg, with a 150,000 VND cleaning fee per stay. ## What are check-in and check-out times? Check-in 14:00 to 22:00, early from 11:00 when the room is ready (free). Check-out by 12:00; late check-out until 14:00 for 200,000 VND when the room is free. ## What documents do foreign guests need? At check-in each guest shows an ID card or passport; the house registers the stay through the official channel required by the residence law. ## How do I get here from Liên Khương airport? The house car meets you at the airport: 450,000 VND per car, up to four people and four suitcases, 12 hours notice. ## Your question is not here? Call or message on Zalo 0963 929 241, every day 07:00 to 22:00\. Ngân answers on free rooms, rates, deposits and the way here, in Vietnamese or English. [0963 929 241](tel:+84963929241)[Booking policy](/en/booking-policy)[House rules](/en/house-rules)