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Feedback & Complaints

Last updated: 21 August 2026

We want to hear from you — whether it's a compliment, a suggestion, a request, or a complaint. This page sets out how to reach us and how we handle what you send us at Thiên Ý — Huế Citadel Villas & Hotel ("the Property").

1. Scope

This mechanism applies to feedback, requests, and complaints relating to your use of thienyhue.com or book.thienyhue.com, a reservation, or a stay at the Property. It sits alongside our Terms and Conditions, Cancellation & Refund Policy, and Privacy Policy, which govern the underlying rights referred to here.

2. How to reach us

You can submit feedback, a request, or a complaint through any of the following channels:

Please include your name, booking reference (if applicable), and as much detail as you can, so we can look into the matter properly.

3. How we handle it

Every message we receive is logged and reviewed. As a general guide:

  • We aim to acknowledge your message within 24 hours.
  • For straightforward requests, we aim to respond substantively within 2 business days.
  • For complaints requiring investigation (for example, a service issue during a stay, or a billing dispute), we aim to provide a substantive response or resolution within 5 business days of receipt.
  • If a matter needs more time — for example, if it involves a third party such as our banking or payment partners — we will tell you and give you an updated timeframe.

These are the timeframes we work to; they are not a guarantee for every situation, and genuinely complex matters may take longer. We will always keep you informed of progress.

4. Escalation

If you're not satisfied with how your complaint has been handled by the team who first received it, you can ask for it to be escalated to management by replying to say so, or by emailing contact@thienyhue.com with "Escalation" in the subject line. Management will review the matter and respond directly.

If, after escalation, a dispute still cannot be resolved amicably between us, either party may refer to the governing law and dispute resolution provisions of our Terms and Conditions.

5. Who handles what

As explained in our Terms and Conditions, the Property is owned and operated solely by Công ty TNHH Thương Mại và Đầu tư LOR, which is the only party to your booking. Sen Hong Invest Limited (Hong Kong) only processes international card payments on our behalf as our payment services partner. Whatever your matter concerns — including a card payment — contact us through any of the channels above and we will handle it, involving our payment partner where needed.

6. Contact

Thiên Ý — Huế Citadel Villas & Hotel
Email: contact@thienyhue.com
Phone: +84 335 679 599

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