Complaint Resolution Policy

1. Scope of Application

This policy outlines the procedures for receiving and resolving customer complaints related to:

• On-site Services: Table service, food and beverage quality, staff attitude, hygiene, cleanliness, and security.
• Online Services: Reservations, payments, data privacy, website functionality, and promotional offers.
• Events & Entertainment: Issues regarding show tickets, seating arrangements, private event organization, or performance quality.
• Third-Party Services: Delivery partners, payment gateways, or external vendors operating within our premises.

2. Channels for Receiving Complaints

You can reach Kalà Kalà Beach Club through the following methods:

Immediate Assistance:

• In-person: Speak directly with our Duty Floor Manager for immediate on-site assistance.
• By Phone: Call our Customer Care hotline at +84 78 999 5151 (available during business hours).

Written Complaints:

• By Email: Send a detailed description along with photos, receipts, or booking confirmation (if applicable) to: contact@kalakalabeachclub.com
• Via Website: Fill out the feedback form on our Contact Us page.
• Social Media: Send us a direct message on Facebook or Instagram (responses during business hours).

3. Our Professional Resolution Process

Kalà Kalà guarantees a transparent, step-by-step problem-solving process:

Step 1: Acknowledgment

We will confirm receipt of your complaint within 24 business hours (or immediately for emergency cases). You will receive a case reference number for tracking purposes.

Step 2: Verification

Our relevant departments will conduct an internal review, which may include:

• Reviewing CCTV footage (if applicable)
• Interviewing staff members involved
• Checking transaction records and booking details
• Technical system audits for online issues
• Consulting with third-party vendors (if relevant)

Step 3: Proposed Solution

Based on our investigation, we will offer appropriate remedies, which may include:

• A formal apology and explanation
• Full or partial refund of charges
• Complimentary services or gift vouchers
• Replacement of products or services
• Staff retraining or disciplinary action (confidential)
• Process improvements to prevent recurrence

Step 4: Agreement & Implementation

Once you agree to the proposed solution, Kalà Kalà will implement it immediately. For refunds, processing time depends on your payment method:

• Cash refunds: Immediate (if on-site) or within 3 business days
• Card refunds: 5-7 business days (subject to bank processing)
• E-wallet refunds: 1-3 business days

Step 5: Conclusion & Improvement

We document each case in our quality management system for:

• Training and development purposes
• Identifying systemic issues
• Continuous service improvement
• Preventing similar complaints in the future

4. Resolution Timeline

We are committed to resolving your complaint as quickly as possible:

Response Times:

• Emergency Cases: Immediate response (within 2 hours)
• Initial Acknowledgment: Within 1 business day
• Standard Complaints: Resolution within 2-3 business days
• Complex Cases: Resolution within 7-10 business days (involving bank transfers, third-party providers, or detailed investigations)

For complex cases, we will provide regular progress updates via your preferred communication channel (email or phone).

Business Hours: Monday to Sunday, 8:00 AM – Midnight (Vietnam Time)

5. Responsibilities of Both Parties

Customer Responsibilities:

• Provide honest, accurate information about the incident
• Submit supporting evidence when available (photos, receipts, booking confirmations)
• Cooperate in a constructive, respectful manner
• Respond to our communication requests in a timely fashion
• Understand that some investigations require reasonable time to complete

Kalà Kalà Beach Club’s Responsibilities:

• Listen with an open mind and without prejudgment
• Maintain strict confidentiality of complaint details
• Conduct fair, objective investigations
• Provide transparent communication throughout the process
• Protect the legitimate rights and interests of our guests
• Take corrective action to prevent recurrence
• Respect your privacy and handle your data in accordance with our Privacy Policy

6. Escalation Process

If you are not satisfied with our proposed resolution, you have the right to escalate your complaint:

Internal Escalation:

1. Step 1: Request to speak with the General Manager by emailing contact@kalakalabeachclub.com with subject line “ESCALATION – [Your Case Number]”
2. Step 2: The General Manager will review your case within 3 business days
3. Step 3: A senior management representative will contact you to discuss alternative solutions

External Resolution:

If internal escalation does not resolve the issue, you may contact:

• Da Nang Department of Tourism: For tourism-related complaints
• Vietnam Consumer Protection Association: For consumer rights violations
• Online Dispute Resolution: For e-commerce or online booking disputes

We are committed to working constructively with regulatory authorities to ensure fair outcomes.

7. Limitations and Exclusions

This policy does not cover:

• Complaints submitted more than 30 days after the incident (unless there are exceptional circumstances)
• Matters already resolved through other official channels or legal proceedings
• Complaints made in bad faith, with fraudulent intent, or for malicious purposes
• Issues caused by customer violation of our Terms & Conditions
• Force majeure events (natural disasters, government actions, pandemics, etc.)
• Third-party services beyond our reasonable control (weather, traffic, etc.)

8. Data Privacy and Confidentiality

All complaint information is treated with strict confidentiality:

• Your personal data will only be used for complaint resolution purposes
• Information will not be shared with third parties without your consent (except as required by law)
• Complaint records are securely stored and accessed only by authorized personnel
• Data retention complies with Vietnamese legal requirements and our Privacy Policy

9. Policy Updates and Amendments

This policy is effective as of the date posted below. Kalà Kalà Beach Club reserves the right to adjust these terms to:

• Comply with changes in Vietnamese legal regulations
• Enhance service quality and customer experience
• Adopt industry best practices
• Address feedback from our valued guests

Material changes will be communicated via our website and email to registered customers. Continued use of our services after policy updates constitutes acceptance of the revised terms.