Feedback, Request and Complaint Handling

1. How to Submit

Guests may submit feedback, requests or complaints through the following channels:

• Email: salesgroup@sonataresort.com
• Hotline: +84 252 384 6768
• In person at the Resort's reception desk during your stay.
• The contact form on this website.

2. Information to Provide

To help us resolve your case quickly and accurately, please include:

• Your name, phone number and email address.
• Booking reference, stay dates and booking channel (website, phone, OTA platform).
• A description of the feedback, request or complaint, and your desired resolution.
• Related photos, messages, invoices or documents, if any.

3. Resolution Process

• Step 1 — Receipt: the Resort records your submission and confirms receipt by email or phone.
• Step 2 — Verification: the guest relations team works with the relevant departments to review the facts and may contact you for clarification.
• Step 3 — Response: the Resort informs you of the outcome and proposed resolution (apology, service adjustment, refund or compensation under applicable terms, where appropriate).
• Step 4 — Closure: once you accept the proposed resolution, the case is closed.

4. Issues During Your Stay

For issues arising during your stay, please notify reception immediately so they can be addressed on the spot. Early notice lets the Resort resolve the problem before your stay ends.

5. Bookings Made Through Partner Platforms (OTAs)

For bookings made via Booking.com, Traveloka or another partner platform, payment and cancellation/refund matters are governed by that platform's policy. Please raise the complaint with the platform and also let the Resort know so we can assist.

6. Unresolved Disputes

If the parties cannot resolve a dispute by negotiation, it will be settled through mediation, or before the competent state authority or People's Court under Vietnamese law, including the Law on Protection of Consumers' Rights.