PROCEDURES FOR RECEIVING AND RESOLVING FEEDBACK, REQUESTS, AND COMPLAINTS

HOANG UYEN COMPANY LIMITED – CHAMPA RESORT

Website: www.champaresort.com.vn | Tax Identification Number: 3400344057

Email: reservation@champaresort.com.vn | Telephone: 02523 846 335

Last updated: 05/10/2026

1. Purpose

Hoang Uyen Company Limited – Champa Resort (hereinafter referred to as “Champa Resort”) has established procedures for receiving and resolving feedback, requests, and complaints to ensure that customers have clear contact channels if issues arise while seeking information, booking rooms, making payments, or using services at Champa Resort.

Champa Resort encourages customers to provide feedback directly so that both parties have an opportunity to review the information, communicate, and agree on an appropriate solution while respecting customers’ legitimate rights and interests.

2. Scope of Application

This policy applies to feedback, requests, and complaints concerning website information, reservations, prices and service packages, payments and deposits, service quality, fulfillment of reservations, cancellations or changes to reservations, and other matters arising from transactions between customers and Champa Resort.

3. Contact Channels

Customers may submit feedback, requests, or complaints through the following channels:

• Telephone: 02523 846 335;

• Email: reservation@champaresort.com.vn;

• In person: at Champa Resort;

• Or through other official contact channels published by Champa Resort on its website.

For feedback concerning a specific reservation, customers should provide their full name, the telephone number or email address used for the reservation, booking reference (if any), dates of stay, and details of the assistance required so that Champa Resort can review and address the matter promptly.

4. Details of Feedback, Requests, and Complaints

Customers should clearly describe the issue, when it occurred, the service involved, and the resolution requested. Where available, customers may attach supporting documents, photographs, payment receipts, booking confirmations, or other relevant information.

Champa Resort may request additional information from customers as necessary to verify the feedback or complaint.

5. Receipt and Resolution Procedure

Step 1 – Receipt: Champa Resort receives feedback, requests, or complaints through its published contact channels and records the necessary information.

Step 2 – Review and Verification: Champa Resort reviews reservation details, transactions, correspondence, and relevant documents. Where necessary, Champa Resort may contact the customer to clarify the circumstances.

Step 3 – Assessment and Proposed Resolution: Once sufficient information has been obtained, Champa Resort assesses the matter based on transaction records, published policies, agreements between the parties, and applicable laws.

Step 4 – Communication with the Customer: Champa Resort communicates the outcome or proposed resolution by telephone, email, or the contact channel used by the customer.

Step 5 – Completion: Once the parties agree on a resolution or Champa Resort has provided an appropriate outcome, the case is recorded and closed in accordance with Champa Resort's internal procedures.

6. Processing Time

Champa Resort prioritizes receiving and handling feedback, requests, and complaints as promptly as possible.

For straightforward matters with sufficient information, Champa Resort endeavors to respond within a reasonable period. Matters requiring verification with multiple departments, partners, or other relevant parties may take longer. In such cases, Champa Resort will update the customer on the processing status where necessary.

The actual processing time may depend on the nature of the matter, the completeness of the information, and the practical ability to verify the circumstances.

7. Principles of Resolution

• Respect customers’ legitimate rights and interests;

• Receive and handle information objectively, in good faith, and in accordance with the actual records;

• Protect customers’ personal information in accordance with the privacy policy and applicable laws;

• Prioritize resolution through communication, mutual agreement, and appropriate solutions;

• If a matter cannot be resolved by agreement, the parties may pursue other dispute resolution methods permitted by law.

8. Cases Where a Request May Be Refused or Cannot Be Processed Immediately

Champa Resort may ask customers to provide additional information or documents if there is insufficient evidence to verify the feedback.

Champa Resort may defer processing or refuse requests where the requester cannot be identified, there are indications of impersonation, false information has been provided, the request is unlawful, or the matter falls outside Champa Resort's responsibilities. Any refusal or suspension of processing will be communicated where appropriate.

9. Customers’ Responsibilities

Customers are responsible for providing truthful and accurate information and relevant supporting documents to the extent available to them.

Customers must not misuse the feedback or complaint procedure to provide false information, insult the honor or dignity of individuals or organizations, or engage in unlawful conduct.

10. Dispute Resolution

Champa Resort prioritizes resolving arising issues through communication and agreement with customers.

If a dispute cannot be resolved through negotiation, the parties may refer the matter to a competent authority, organization, or adjudicatory body in accordance with Vietnamese law.

11. Contact Information

HOANG UYEN COMPANY LIMITED – CHAMPA RESORT

Address: Tien An, Tien Thanh, Lam Dong, Vietnam

Website: www.champaresort.com.vn

Telephone: 02523 846 335

Email: reservation@champaresort.com.vn

Champa Resort is committed to receiving and handling customer feedback, requests, and complaints in accordance with its published policies and applicable laws.