Premier Residences Phu Quoc Emerald Bay

POLICIES AND REGULATIONS

1. COMPLAINT HANDLING PROCESS
When a dispute arises (after room is booking by a guest), the guest can file a complaint directly to us via the resort number as (+84) 297 392 7777. The guest’s complain will transfer to the department in charge within 24 hours. The complaint will be resolved as soon as possible.

2. CANCEL POLICIES
Flexible rate (cancellable with conditions)

Guarantee policy:

– Guests arriving after 18:00 (local time) must provide a guarantee.

– Please present the same credit card used to guarantee your booking when checking in/making payment. If using another cardholder’s credit card, kindly provide the Credit Card Authorization form & requested documents.

Cancellation policy: No cancellation charge applies prior to 18:00 (local time) on the day of arrival.

Guarantee policy:

– Full amount of stay is payable in advance by credit card at booking time.

Cancellation policy: The amount due is not refundable even if the booking is cancelled or modified.

3. REFUND POLICIES
If the guest has made a deposit and full payment for the room reserved, but due to unexpected events, the guest cancels his/ her trip, we will consider refunding options for guest. The refund will depend on specific policy of each booking. Such a refund will be communicated by our reservation team to the guest via email.

The refund is made within 21 – 30 days depending on banks
Refund method: the refund will be made to the bank account provided or to the charged card
Refund fee: free of charge
***Note: We reserve the right to change conditions and cancel policies at any time without prior notice. We are not responsible for compensation for any indirect, incidental or consequential damages arising from changing dates, room type, etc. or in case of force majeure (natural disasters, pandemic, wars, etc.)

4. OBLIGATIONS AND RIGHTS
The Premier Residences Phu Quoc Hotel is authorized to:

– Refusing to accept tourists who break the law, violate the rules of the tourist accommodation establishment, or when the tourist accommodation establishment can no longer meet the needs of tourists;

– Cancellation of service contract for tourists who violate the law or the rules of the tourist accommodation establishment

Premier Residences Phu Quoc Hotel must:

– Ensuring the preservation of business conditions in tourist accommodation services in accordance with the provisions of the law;

– To make public the selling prices of goods and services, as well as the rules of tourist lodging establishments;

– Tourists are entitled to compensation under civil law if they are harmed.

– When there is a change in the establishment’s name, size, address, or legal representative, the specialized tourism agency of the province where the tourist accommodation establishment is located must be notified in writing.

– Only use the word “star” or an image of a star to advertise the tourist accommodation establishment class after it has been approved by the appropriate state agency.

– In accordance with the law, implement reporting, statistical, and accounting regimes.

5. BOOKING INSTRUCTIONS

After reviewing the room information provided on the website, you can choose between the following two options to book a room

– Option 1: make a direct call to the resort’s phone number to receive information on room availability

– Option 2: access resort’s website to book a room

Check-in: after 3:00 PM (early check-in will depend on room availability)

Check-out: before 12:00 PM

6. PAYMENT METHODS

When you book a room via website, our reservation team will send you a confirmation letter via email. Using one of the following payment methods: online payment via ATM bank card, international credit card, bank transfer, or direct payment

Please be noted that we reserve the right to unilaterally cancel your reservation if you do not provide sufficient information or if we do not receive your response by the payment due date.

Make an online payment via bankcards: ATM or international credit card.

A fast and convenient online payment method for guests who want to book rooms in advance.

To pay for the reservation:

– The booking system will direct you to the online payment site. Please follow the instructions to pay for your reservation. When the booking system is not connected to online payment system, we will send you a link to proceed the payment. Please follow the instructions to pay for your reservation.

– If you fail to pay for your reservation by the due time, we reserve the right to unilaterally cancel your reservation.

Make an offline payment via bankcards: ATM or international credit card.

– When the online payment method is not available, we will send you a “credit card payment authorization” form, please fill in all the required information, sign the form and send it back to us together with a 2-sided copy of your card, and a copy of your identity card/passport for guarantee purposes.

– In case you want to use the card provided to us to pay for the reservation, we will collect the amount from your card on the due date. Please bring along your card and present it to our staff at the time of check-in for cardholder authentication. Otherwise, your booking must be paid by other cards or in cash. Then, we will refund the payment to the card from which we have collected the money. This process will take some time (21 business days on average) before you receive the amount on your card account.

– In case you want to pay for the reservation with other cards, please notify us. We will not collect the amount from the provided card. We will, however, pre-authorize an amount equal to the booking rate from this card on the due date.

– We will collect the amount from the card provided by you, if you do not show up on the check-in date (no-show), this amount is non-refundable.

– We require that the guest staying at the hotel must be the cardholder.

– We reserve the right to unilaterally cancel your reservation if you do not provide sufficient information or if we do not receive your response by the payment due date.

Make a payment via bank transfer:

– This is a cardless payment method, for guests who want to make reservations in advance.

– We will send our bank account information to your email address.

– Please transfer the correct amount to the hotel’s bank account. In the transfer description, please specify the sender’s full name, phone number, booking confirmation number and notify us to check whether your payment has arrived.

– We will contact you with a confirmation after the payment has been received.

– If you fail to pay for your reservation by the due time, we reserve the right to unilaterally cancel your reservation.

Direct payment method:

– This is a flexible payment option, for guests who book rooms directly at the hotel’s reception. Depending on the discussion, you will pay directly at reception or after your stay.

Payment security policy:

– We do not keep any information related to the credit card or bank account that you use on the website via a third party payment gateway. The web-based card payment system provided by the payment gateway partner is legally licensed for operation in Vietnam. Hence, our card payment security standards are compliant with the security standards of the payment gateway partner.

7. CHANGING ROOMS, CHECK-IN AND CHECK-OUT POLICIES

In case guests want to change room or check-out date, please contact our reservation team via email HB2Q9-RE1@ACCOR.COM for assistance.

8. THE PURPOSE OF COLLECTING USER INFORMATION

When users contact us or make a reservation, they have to fill up the information including full name, email, phone number, address, date/month/year of birth, country, passport copy, accompanying person information, travel history (according to current government regulations), vehicle number, credit card or payment details, any information about you which you have provided to Premier Residences Phu Quoc resort related to your reservation or stay (such as travel details and preferences), information relating to your purchase and/or receipt of products or services, reviews and suggestions about Premier Residences Phu Quoc properties, customer surveys, closed circuit television audio and images for security purposes and/or any information about you that has been or may be collected, stored, used and processed by Premier Residences Phu Quoc resort from time to time.

All information requested for in the relevant forms and documents is obligatory to be provided by you unless stated otherwise. Should you fail to provide the obligatory information, we may be unable to process your request and/or provide you with relevant services and products.

For example, the provision of your Personal Data is mandatory when you make a reservation to stay at, and check into Premier Residences Phu Quoc Emerald Bay property. If you do not provide Premier Residences Phu Quoc resort your Personal Data, Premier Residences Phu Quoc resort will not be able to process your reservation or registration and you will be unable to stay at the Premier Residences Phu Quoc property.

For vendors, suppliers, or service providers, the provision of your Personal Data is necessary for Premier Residences Phu Quoc to purchase and pay for the concerned goods and/or services.

The website uses the users’ information to support and provide service information to them.

The users must inform shortly Premier Residences Phu Quoc Resort if you find any unauthorized usage, abuse or privacy information violation from the third party in order to have solutions.

9. SCOPE OF INFORMATION USAGE

The hotel uses your information for these purposes:

– Provide the latest update to you

– Contact and solve problem in specific cases

– Only use your information to contact and confirm about hotel services that you book

– In case receiving a Government’s request: The hotel is responsible to cooperate and provide your information if getting official documents from the Authorities including: Procuracy, Court, Polices who investigate about your violations. On the other hand, no one has the right to infringe on your personal information.

10. GUEST’ INFORMATION STORAGE TIME

Your information will be stored unless we get your request on information removal. Otherwise, your personal information will keep confidential on the server of www.premierresidencesphuquoc.com

11. WHO CAN REACH YOUR PERSONAL INFORMATION

Your Personal Data may be transferred, accessed or disclosed within Premier Residences Phu Quoc or to third parties (financial institutions, auditors, lawyers, company secretaries, software vendors, contractors, organizers, other advisers, travel agencies or insurance companies) for the purposes of processing your reservation for your stay at a Premier Residences Phu Quoc property and/or your receipt of products and services. Premier Residences Phu Quoc may engage service providers or third parties to perform functions on Premier Residences Phu Quoc’s behalf, and consequently may provide access or disclose your Personal Data to such service providers or third parties. Such third parties include, among others: payment processors, travel agents, technology service providers, external auditors, law enforcement, regulatory and governmental authorities in order to comply with statutory and government requirements.

12. ORGANIZATION ADDRESS THAT COLLECT AND MANAGE YOUR PERSONAL INFORMATION

D-EDGE Hospitality Solutions Pte Ltd

Premier Residences Phu Quoc Resort, An Thoi Award, Phu Quoc City, Kien Giang Province.

Phone: +84 (0)297 392 7777

Email: HB2Q9-RE1@accor.com

13. HOW YOU CAN APPROACH AND EDIT YOUR PERSONAL INFORMATION

You can ask the hotel to update, correct or remove your personal information. You can send a request to the hotel. When receiving these feedbacks, we will double-check the information, in case it is exactly as reflected by the customer, we will handle it.

14. PERSONAL INFORMATION PROTECTION COMMITMENT

Your personal information is under our confidentiality policies. Collecting and using your information are processed with your approval unless the cases by law.

Do not use, transfer, provide or disclose to any third party about your personal information without your consent.

In case the information server is attacked by hacker resulting in the loss of your personal data, the website will be responsible for notifying the case to the investigating authorities for handling and informing the guests.

The guests must provide all relevant personal information such as: Full name, contact address, phone number, email… when book hotel services and take legal responsibility for your information. The hotel is not responsible and does not resolve all claims related to your interests if it considers that all your provided personal information was inaccurate.

Premier Residences Phu Quoc Emerald Bay – A cosmopolitan resort in southern Phu Quoc.

POLICIES AND REGULATIONS

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