COMPLAINT RESOLUTION POLICY

1. Scope of application

This policy outlines the measures and mechanisms for resolving disputes and complaints arising during the Customer's use, transactions, and purchase of products/services provided by the company. Le Palmier Hotels & Resorts provided on the website www.lepalmier.vn.

2. Principles of dispute resolution

Le Palmier Hotels & Resorts always prioritizes cooperation, goodwill, and respect for the legitimate rights of its customers. Disputes and complaints will be resolved through priority channels. negotiation, agreement on the basis of ensuring the legitimate rights and interests of all parties.

3. Responsibilities for receiving and processing complaints

• Le Palmier Hotels & Resorts is responsible Receive and resolve all complaints. Customer's information related to the products/services offered on the website. www.lepalmier.vn.

• When a complaint arises, the Customer is responsible. Provide complete and accurate information and documents. (Tangible and intangible) information related to the transaction and the content of the complaint will be used as a basis for resolution.

4. Complaint resolution process

Step 1:
The Customer Service Department (for Members) or the Sales Department (for Customers) receives the complaint.
The relevant departments will proactively review, process, and respond to the Customer with the resolution as soon as possible, based on the policies published by Le Palmier Hotels & Resorts.

Step 2:
For complex or unspecified complaints not covered in current policies, the Customer Service/Sales Department will provide notification and a commitment. The response time shall not exceed 07 (seven) working days. from the date of receiving complete complaint information.

Step 3:
The complaint resolution results will be forwarded to the relevant departments (Sales Department, Consulting Department, etc.) for implementation. At the same time, Le Palmier Hotels & Resorts will contact the Customer directly to confirm the resolution results.

5. Resolving disputes through competent authorities.

In the event that the parties Disputes cannot be resolved through negotiation or agreement., Customers have the right to request competent state agency to intervene and resolve the issue in accordance with the law in order to protect their legitimate rights and interests.

6. Contact Information

For any questions or complaints, please contact:

DONG TAY HOSPITALITY JOINT STOCK COMPANY

Email: reservation.hotram@lepalmier.vn

Hotline: 0938 054 777