Article 1: Resolution Mechanism
All customer complaints will be resolved through negotiation. If a mutual agreement cannot be reached, either party has the right to bring the matter to the competent government authority for resolution.
In case of an incident caused by Dalatwonderresort.vn's fault, we will immediately implement the necessary measures to ensure customer rights are protected.
Article 2: Methods of Submitting Complaints
Customers may submit complaints to Dalatwonderresort.vn via the following methods:
• Method 1: Call our hotline at (0263) 3 800 099 - (0263) 3 800 010
• Method 2: Send an email to: salesteam@dalatwonderresort.com
• Method 3: Visit our office directly at: No. 19 Hoa Hong Street, Xuan Huong Ward, Da Lat City, Lam Dong Province, Vietnam
Article 3: Procedure
Step 1: Submit Complaint
The customer submits a complaint regarding a service or unfulfilled rights to Dalatwonderresort.vn using one of the above-mentioned methods.
Step 2: Complaint Receipt and Verification
Dalatwonderresort.vn will receive the complaint and verify the information provided by the customer.
Step 3: Feedback to Customer
Dalatwonderresort.vn will respond with the result of the complaint handling process within 03 working days from the date the verification process is completed.
We will make every effort to verify and resolve complaints promptly and appropriately to protect customer rights. If the matter is beyond our capacity and authority, we will advise the customer to bring the case to the competent authority as per legal regulations.