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) 297 392 777. The guest’s complain will transfer to the department in charge within 24 hours. The complaint will be resolved as soon as possible.
After reviewing the room information provided on the website, you can choose between the following two options to book a room
Check-in: after 2:00 PM (early check-in will depend on room availability)
Check-out: before 12:00 PM
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.
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.
Flexible rate (cancellable with conditions):
Saver rate (non-cancellable)
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.
***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.)
The purpose of collecting user information
When users contact us or make a reservation, they have to fill up the information including name, phone number, email, address on novotelphuquoc.com. 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.
Scope of information usage
The hotel uses your information for these purposes:
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 premierresidencesphuquoc.com
Who can reach your personal information
Premier Residences Phu Quoc Resort and the related departments who support you in booking accommodation and services at the hotel.
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.
Organization address that collect and manage your personal information
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.
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.