Article 1. Purpose
The Customer Support Policy ("Policy") sets out the principles, procedures, and scope of customer support provided by Chill Global Hospitality & Management (hereinafter referred to as "Chill Global Hospitality", "We", or the "Company").
This Policy is intended to ensure that all customers receive professional, transparent, timely, and consistent assistance and handling of their requests before, during, and after using our services.
Article 2. Scope of Application
This Policy applies to:
Customers making direct bookings;
Customers making bookings through partners (where support is available);
Members of Chill Global Hospitality;
Businesses and organizations using our services;
Guests staying at hotels, resorts, and serviced apartments within the Chill Global Hospitality system.
Article 3. Scope of Support
Chill Global Hospitality provides support for matters including, but not limited to:
3.1 Service Information
Hotel information;
Room types;
Room rates;
Facilities and amenities;
Ancillary services;
Accommodation policies;
Promotional programs.
3.2 Reservations
Assistance with new reservations;
Checking room availability;
Reservation modifications;
Reservation cancellations;
Payment confirmation;
Updating guest information.
3.3 During the Stay
Check-in;
Check-out;
Room services.
Requests for additional amenities;
Reporting technical issues;
Reporting lost property;
Emergency medical assistance (within the scope of coordination with relevant authorities or professional service providers);
Other reasonable requests.
3.4 After the Stay
Invoice issuance;
Reservation information lookup;
Lost & Found support;
Receiving customer feedback;
Handling complaints;
Post-stay customer care.
Article 4. Support Channels
Customers may contact Chill Global Hospitality through:
Official Website.
Hotline: +84 387 073 135
Official Fanpage.
WeChat: +84 387 073 135
Zalo: +84 387 073 135
Front Office Department at the hotel.
Customer Care Department.
Official contact information published on the Chill Global Hospitality Website.
Article 5. Support Hours
Depending on each hotel or department, support hours may vary.
For urgent requests during the stay, customers are advised to contact the hotel Front Office directly or use the hotel's internal telephone number to receive the fastest possible assistance.
Requests submitted outside working hours will be processed as soon as possible when the responsible department resumes operation.
Article 6. Request Reception and Handling
When receiving a support request, Chill Global Hospitality may ask customers to provide:
Full name;
Booking reference number;
Phone number;
Email address;
Hotel name;
Details of the request;
Relevant documents or images (if any).
Providing complete information will help ensure that the request is processed more quickly and accurately.
Article 7. Complaints
Customers have the right to submit complaints relating to:
Service quality;
Accommodation rooms;
Service attitude;
Payments;
Invoices;
Reservations;
Issues arising during the use of services;
Chill Global Hospitality will record, review, and respond within a reasonable period depending on the nature of each case;
For cases requiring verification with hotels, partners, or third parties, the processing time may be extended.
Article 8. Lost & Found
If customers discover that they have left personal belongings at the hotel, they are kindly requested to contact the hotel as soon as possible.
Chill Global Hospitality will coordinate with the relevant hotel to conduct an inspection and notify the customer of the result.
The handling, storage, and return of lost property shall be carried out in accordance with the Lost & Found Policy and the regulations of each hotel.
Transportation or delivery costs (if any) shall be borne by the customer or paid as otherwise agreed between the parties.
Article 9. Information Confidentiality
All customer information provided during the support process will be collected, used, stored, and protected in accordance with the Personal Data Protection Policy of Chill Global Hospitality.
Information will only be used for the following purposes:
Customer verification;
Handling support requests;
Improving service quality;
Fulfilling legal obligations.
Article 10. Circumstances for Refusal of Support
Chill Global Hospitality reserves the right to refuse or terminate support if:
The customer uses insulting, threatening, or harassing language toward employees;
The request violates applicable laws and regulations;
The request falls outside the scope of services provided by Chill Global Hospitality;
The customer intentionally provides false information;
There are signs of fraud or abuse of the support service.
Any refusal of support shall be made on an objective and reasonable basis and in compliance with applicable laws and regulations.
Article 11. Limitation of Liability
Chill Global Hospitality shall not be liable for:
Damage arising from inaccurate information provided by the customer;
Requests exceeding the Company's reasonable capacity to provide support;
Delays caused by third parties, government authorities, or force majeure events;
Any indirect losses or consequential damages arising beyond the reasonable control of Chill Global Hospitality.
Article 12. Dispute Resolution
Any dispute arising in connection with this Policy shall be prioritized for resolution through negotiation and mediation.
If no agreement can be reached, the dispute shall be resolved by a competent court of Vietnam, unless otherwise provided by applicable law.
Article 13. Effective Date
This Policy shall take effect from the date it is published on the Chill Global Hospitality Website.
Chill Global Hospitality reserves the right to amend or update this Policy from time to time. The latest version published on the Website shall supersede all previous versions.
Contact Information
Chill Global Hospitality & Management
Website: https://chillglobalhospitality.com
Email: info@chillglobalhospitality.com
Hotline: +84 387 073 135