Dispute resolution policy

1. Scope

This policy sets out how disputes and complaints are resolved when Guests use, transact for or buy products/services provided by Le Palmier Hotels & Resorts on www.lepalmier.vn.

2. Principles

Le Palmier Hotels & Resorts values cooperation, good faith and respect for Guests' lawful rights. Disputes and complaints are resolved first through negotiation and agreement that protect the lawful rights and interests of both sides.

3. Receiving and handling complaints

• Le Palmier Hotels & Resorts is responsible for receiving and resolving all Guest complaints about products/services provided on www.lepalmier.vn.
• When making a complaint, Guests should provide complete and accurate information and documents (physical or digital) about the transaction and the complaint as a basis for resolution.

4. Complaint process

Step 1

The Customer Care team (for Members) or the Sales team (for Guests) receives the complaint. The teams involved review, handle and reply to the Guest as soon as possible, in line with the policies published by Le Palmier Hotels & Resorts.

Step 2

For complex complaints or cases not covered by current policies, the Customer Care/Sales team will notify the Guest and commit to a reply within 7 working days of receiving full complaint details.

Step 3

The outcome is passed to the teams concerned (Sales, Advisory…) to carry out, and Le Palmier Hotels & Resorts contacts the Guest directly to confirm it.

5. Resolution by the competent authorities

If the parties cannot resolve a dispute through negotiation, the Guest may ask the competent state authorities to resolve it in accordance with the law, to protect their lawful rights and interests.

6. Contact

For any questions or complaints, please contact: