COMPLAINT RESOLUTION POLICY

Measures and mechanisms for resolving disputes and complaints on the website:

• Self-negotiation
• Legal authority involvement
• Other forms

Glamour is responsible for resolving customer complaints related to products/services provided by Glamour on the website www.glamourhotel.vn.

Glamour will receive and handle complaints arising after receiving notification from customers regarding transactions for purchasing products/services on the website www.glamourhotel.vn.

Customers have the right to request protection from competent authorities if disputes with Glamour are not satisfactorily resolved.

In specific cases, we will: request customers to accurately provide intangible and tangible information about the complaint or conflict that needs to be resolved and that the customer perceives has caused them harm.

Glamour will resolve disputes through the following process:

Step 1: Glamour’s Customer Care Department will receive complaints from members, or the Sales Department will receive complaints from customers. These departments will proactively and promptly resolve complaints and immediately provide the resolution results based on the policies that Glamour has announced.

Step 2: In complex cases or those not covered by Glamour’s announced policies, the Customer Care Department/Sales Department will commit to responding to customers within no more than 7 days.

Step 3: Transfer the complaint resolution results to the relevant departments for implementation (Sales Department, Consulting Department, etc.) and call the customer to confirm the complaint resolution outcome.

If a dispute arising from a transaction cannot be resolved through negotiation, Glamour will seek the intervention of competent legal authorities to ensure the legal rights of the parties, especially the customer.

For any inquiries, please contact:

Sunplus Logistics Co., Ltd. Da Nang Branch (Glamour Hotel)
Address: 269 Tran Hung Dao, An Hai Bac Ward, Son Tra District, Da Nang City, Vietnam
Phone Number: 02363 988889
Email: info@glamourhotel.vn