Golden Coast Resort & Spa - Phan Thiet Resort

Feedback, Request & Complaint Resolution Procedure

1. Resolution Mechanism

Any complaint or dispute arising in connection with a customer’s booking or use of services will first be resolved through negotiation between the customer and Golden Coast Resort & Spa. Every complaint is considered on the basis of the information published on the website, the booking confirmation, vouchers, the policy applicable to the relevant service, payment records, system data, feedback from Golden Coast Resort & Spa’s service partners (if any), and applicable law.

Golden Coast Resort & Spa acts as the focal point for receiving complaints and coordinating the verification of the matter. Where an incident relates to a service partner, Golden Coast Resort & Spa will support the customer in working with that partner to resolve the matter under the applicable policy.

Where an incident arises due to an error on the part of goldencoastresort.com.vn, we will immediately apply the necessary measures to protect the customer’s rights and interests. If no agreement can be reached, the customer has the right to submit the matter to a competent state authority or a court in accordance with applicable law.

2. Method for Receiving Feedback, Requests and Complaints

Customers may submit a complaint requesting resolution by goldencoastresort.com.vn through the following methods:

Method 1: Call (84 – 252) 384.6666 / 384.6665 / 384.6670, or contact us by email at: allsales@goldencoastresort.com.vn
Method 2: Send the complaint directly to the following address: Tien An Quarter, Tien Thanh Ward, Lam Dong Province, Vietnam

3. Procedure for Receiving and Handling Feedback, Requests and Complaints

Step 1: Submitting the complaint — The customer submits a complaint regarding a service or a right that has not been fully honored to goldencoastresort.com.vn through one of the methods set out in Section 2.
Step 2: Receiving and processing the complaint — goldencoastresort.com.vn will receive the customer’s complaint and verify the relevant information within 03 working days from the date of receipt.
Step 3: Resolution and response to the customer

Expected resolution timeframe:

  • No more than 07 working days for common, straightforward matters such as feedback on customer-care service quality, a service defect, or a service that does not match its description.
  • No more than 10 working days for complex matters requiring verification from multiple parties or that depend on the verification results of a related organization.

goldencoastresort.com.vn will make every effort to verify the information and resolve complaints promptly in order to protect the customer’s rights and interests. Where a matter falls outside the ability or authority of goldencoastresort.com.vn to resolve, we will ask the customer to bring the matter before a competent state authority for resolution in accordance with the law.

4. Measures and Tools Supporting the Resolution of Feedback, Requests and Complaints

To support the resolution of feedback, requests and complaints, goldencoastresort.com.vn applies one or more of the following measures:

  • Storing transaction history data on the system;
  • Storing correspondence exchanged between the parties;
  • Reviewing receipts, invoices and other related documents;
  • Receiving and retaining evidence provided by the customer;
  • Assigning a dedicated department to receive and process the matter;
  • Keeping resolution records to support review and reconciliation when necessary.

5. Basis and Procedure for Reaching a Resolution Decision

The outcome of resolving feedback, a request, or a complaint is determined by goldencoastresort.com.vn on the basis of:

  • Information provided by the customer and other relevant parties;
  • Data stored on the systems of goldencoastresort.com.vn;
  • Transaction history;
  • The contract, terms of use, and policies published on the website;
  • Applicable law currently in force;
  • Other lawful documents and evidence.

A resolution decision is issued after goldencoastresort.com.vn has completed the verification and assessment of the entire relevant file.

Where either party disagrees with the resolution reached by goldencoastresort.com.vn, the parties retain the right to continue negotiations or to request resolution by a competent state authority in accordance with applicable law.

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