Room Policies

1. Purpose

Công ty CP Du lịch Thiên Hà – Hòn Rơm (hereinafter referred to as “Hòn Rơm 2 Resort”) has established procedures for receiving and resolving feedback, requests and complaints to ensure that customers have clear contact channels if issues arise while making enquiries, booking rooms, making payments or using services at Hòn Rơm 2 Resort.

Hòn Rơm 2 Resort encourages customers to raise concerns directly so that both parties have an opportunity to review the information, discuss the matter and identify an appropriate solution, while respecting customers’ lawful rights and interests.

2. Scope

This Policy applies to feedback, requests and complaints concerning website information, reservations, prices and service programmes, payments or deposits, service quality, the fulfilment of reservations, reservation cancellations or changes, and other issues arising from transactions between customers and Hòn Rơm 2 Resort.

3. Contact Channels

Customers may submit feedback, requests or complaints through the following channels:

• Telephone: 02523 848828;
• Email: sale@honrom.vn;
• In person: at Hòn Rơm 2 Resort;
• Or through other official contact channels published by Hòn Rơm 2 Resort on its website.

4. Details of Feedback, Requests and Complaints

Customers should clearly describe the matter, when it occurred, the services involved and the resolution requested. Where available, customers may also provide supporting documents, photographs, payment records, reservation confirmations or other relevant information.

Hòn Rơm 2 Resort reserves the right to request additional information necessary to verify the feedback or complaint.

5. Handling and Resolution Procedure

6. Processing Time

Hòn Rơm 2 Resort prioritises receiving and handling feedback, requests and complaints as promptly as possible.

For straightforward matters supported by complete information, Hòn Rơm 2 Resort aims to respond within an appropriate timeframe. Matters requiring verification with multiple departments, partners or other parties may take longer to resolve. In such cases, Hòn Rơm 2 Resort will update the customer on the status of the matter where necessary.

The specific processing time may depend on the nature of the matter, the completeness of the information provided and the practical ability to verify the facts.

7. Resolution Principles

• Respect customers’ lawful rights and interests;
• Receive and handle information objectively, in good faith and in accordance with the actual records;
• Protect customers’ personal information in accordance with the Privacy Policy and applicable law;
• Prioritise discussion, agreement and appropriate solutions;
• If the matter cannot be resolved by agreement, the parties may pursue other dispute resolution methods in accordance with the law.

8. Circumstances Where Requests May Be Declined or Cannot Be Processed Immediately

Hòn Rơm 2 Resort may ask customers to provide additional information or documents where there is insufficient basis to verify the matter raised.

Hòn Rơm 2 Resort may defer or decline requests where the person making the request cannot be identified, there are indications of impersonation or falsification, inaccurate information is provided, the request is unlawful, or the matter falls outside Hòn Rơm 2 Resort’s responsibilities. Customers will be informed of any refusal or suspension of processing where appropriate.

9. Customers’ Responsibilities

Customers are responsible for providing truthful and accurate information and relevant documents to the extent that they are able to do so.

Customers must not misuse the feedback or complaint process to provide false information, insult the honour or dignity of individuals or organisations, or engage in unlawful conduct.

10. Dispute Resolution

Hòn Rơm 2 Resort prioritises resolving issues through discussion and agreement with customers.

If a dispute cannot be resolved through negotiation, the parties may request resolution by a competent authority, organisation or adjudicative body in accordance with Vietnamese law.

11. Contact Information

Hòn Rơm 2 Resort is committed to receiving and handling customers’ feedback, requests and complaints in accordance with its published policies and applicable law.