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

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. 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.

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.