Article 5. Complaint Methods

1. Purpose

Shining Riverside Hoi An always prioritizes customer satisfaction and protects customer interests.

Therefore, we provide clear procedures for receiving feedback, requests, and complaints. Our team reviews each case carefully and responds within a reasonable timeframe in accordance with applicable laws.

Moreover, we aim to ensure transparency, fairness, and effective communication throughout the complaint resolution process.

This policy applies to all customers who book rooms or use services through https://shiningriversidehoian.com/.

2. Methods for Receiving Feedback and Complaints

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

Required Information

To help us process your request efficiently, please provide:

  • Full name and contact number

  • Email address

  • Booking or order reference number (if available)

  • Details of your feedback, request, or complaint

  • Supporting photos, videos, or documents (if available)

In addition, providing accurate information allows our team to review your case more quickly.

3. Complaint Reception and Resolution Process

Our complaint handling process includes five steps to ensure clear communication and effective resolution.

Step 1. Receiving Information

Our Customer Care team records each complaint upon receipt.

First, we check whether the submitted information is complete. If necessary, we will contact the customer to request additional details.

Step 2. Verification

Next, our team reviews the relevant information to understand the issue.

Depending on the complaint, we may:

  • Verify booking or order information

  • Review transaction and payment records

  • Check the status of relevant services

  • Contact involved departments or service providers

This process helps us identify the issue and determine an appropriate solution.

Step 3. Initial Response

After receiving sufficient information, we confirm receipt of the complaint.

Moreover, our team provides an estimated processing timeframe and explains the next steps.

Step 4. Complaint Resolution

We review each case based on its circumstances and applicable hotel policies.

Depending on the issue, our team may offer:

  • Clarification of booking or service information

  • Assistance with reservation changes

  • Refunds, where applicable

  • Corrections to booking details

  • Other appropriate solutions under hotel policies

In addition, we coordinate with relevant departments to ensure effective handling.

Step 5. Final Notification

Once we resolve the complaint, our team informs the customer of the outcome.

We communicate through email, phone, or the contact method provided by the customer.

4. Response and Processing Times

Shining Riverside Hoi An aims to handle customer requests promptly and professionally.

However, processing times may vary depending on the complexity of each case.

Request Type Initial Response Expected Processing Time
Service consultation Within 24 working hours Within the day
Booking confirmation Within 24 hours 1 working day
Service quality feedback Within 24 hours 3–7 working days
Service-related complaints Within 24 hours 3–5 working days
Booking changes or cancellation requests Within 24 hours 3–7 working days
Refund requests Within 24 hours 5–10 working days, depending on the payment method
Other complaints Within 24 hours Up to 15 working days, except in force majeure cases

If additional verification is necessary, we will inform customers about potential delays.

Furthermore, our team will provide updates when important information becomes available.

5. Support Measures for Complaint Resolution

We use several measures to improve the accuracy and efficiency of complaint handling.

These measures include:

  • Maintaining booking and transaction records

  • Monitoring complaint processing status

  • Verifying payment information

  • Reviewing relevant booking and service details

  • Collecting supporting documents when necessary

  • Providing assistance through email and online contact forms

  • Coordinating with relevant departments and service providers

As a result, our team can better understand complaints and identify suitable solutions.

6. Customer Rights and Responsibilities

We respect customer rights and aim to ensure a fair complaint resolution process.

Customer Responsibilities

Customers should:

  • Provide accurate and truthful information

  • Submit relevant documents when available

  • Cooperate during the verification process

  • Avoid submitting fraudulent or misleading complaints

Hotel Rights and Responsibilities

Shining Riverside Hoi An reviews complaints fairly and in accordance with applicable policies.

However, we may decline requests that contain false information or show clear signs of fraud, where permitted by law.

If the available information is insufficient, our team may request further clarification before making a decision.

Additionally, we remain committed to protecting customer information during the complaint handling process.

7. Contact Information

For questions, feedback, or complaints, please contact Shining Riverside Hoi An through our official channels.

Website: https://shiningriversidehoian.com/

Email: info@shiningriversidehoian.com

Our team is happy to assist you and ensure a comfortable experience throughout your stay.