Customers may submit feedback, requests or complaints to Chill Global Hospitality through the Website, Email, Hotline, official Fanpage, WeChat, Zalo, the Hotel Reception Department or Customer Service Department.
Depending on the nature of the case, customers may be requested to provide their full name, booking code, phone number, email address, hotel name, details of the feedback, request or complaint, and relevant documents or images (if any).
After receiving the feedback, request or complaint, Chill Global Hospitality will record, review and assess the matter based on the information provided by the customer and the nature of each case.
Where additional information or verification with the customer, hotel, partner or relevant third party is required, the Company may request additional information from the customer, and the processing time may be extended accordingly.
For complex cases, cases requiring additional information, or cases depending on the response time of hotels, partners, third parties or competent authorities, the processing time may be extended.
After reviewing and handling the matter, Chill Global Hospitality will respond to the customer through an appropriate communication channel. Where there is insufficient information to process the matter or additional information is required, the Company may request the customer to provide the necessary information.