Complaint mechanism

Last updated: 20 Aug 2026

RentalFM commits to receiving and resolving all guest complaints fairly, transparently, and within the timeframes required by the Vietnamese Consumer Rights Protection Law.

1. Channels

Email: complaint@rentalfm.com (preferred, provides electronic acknowledgment)

Phone/Zalo/WhatsApp: per the homepage hotline

In person: 89 Nguyễn Văn Thoại, Sơn Trà, Da Nang — office hours 08:00–17:00 weekdays

2. Response times

Complaint acknowledgment: within 48 hours.

Formal resolution response: within 15 business days.

Complex cases requiring investigation: up to 30 days maximum. We provide progress updates every 7 days.

3. Resolution process

Step 1 — Reception: guest submits the complaint with booking reference (if any) and a description.

Step 2 — Verification: we review records, video/photos if available, and interview involved staff.

Step 3 — Proposal: we send our proposed resolution in writing (email).

Step 4 — Execution: upon guest acceptance, we implement (refund, room change, service remedy, etc.) within 7 days.

4. If you are not satisfied

Guests may escalate to the following if unsatisfied with RentalFM's resolution:

• Competition and Consumer Protection Department, Ministry of Industry and Trade — Consumer helpline 1800.6838 (free)

• Da Nang City Consumer Rights Association

• Competent People's Court in Da Nang

5. Confidentiality

All complaint information is kept confidential per our Privacy Policy. We do not disclose the complainant's identity to third parties unnecessarily.