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

- GENERAL TERMS AND RESORT’S POLICIES
Book a room
Book a room

GENERAL TERMS AND RESORT’S POLICIES

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.

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 2:00 PM (early check-in will depend on room availability)

Check-out: before 12:00 PM

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.

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.

CANCLE 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 CC Authorization form & requested documents

Cancellation policy:

  • No cancellation charge applies prior to 18:00 (local time) on the day of arrival. Beyond that time, the firs

Saver rate (non-cancellable)

Guarantee policy:

  • Full amount of stay is payable in advance by credit card at booking time.
  • 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 CC Authorization form & requested documents.

Cancellation policy:

  • The amount due is not refundable even if the booking is cancelled or modified.

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.)

PRIVACY POLICIES

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:

  • 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.

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

  • 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

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.

Premier Residences Phu Quoc Emerald Bay
Address: Khem Beach, An Thoi Ward, Phu Quoc City, Kien Giang Province, Vietnam Phone: (+84) 0 297 392 7777 Fax: (+84) 0 297 392 7778 Email: HB2Q9-RE1@accor.com google_map

Follow us

Stay in touch and connected to all the news and happenings.