According to information from Phu Quoc Special Zone Police, Mr. Terry Wayne Furssedonn and Ms. Debra Churchill (British nationality) had financial problems due to errors in the payment process.
When scratching a customer's card to pay for a room during their stay at a resort in group 3, Cay Sao neighborhood, Ham Ninh ward, a receptionist mistakenly filled in the amount of 292,425,000 VND. Meanwhile, the actual room fee that the tourist had to pay was only 29,242,500 VND.
Although the accommodation facility committed to refund the difference within three days, by the deadline, tourists had not yet received the money back. According to feedback, the resort gave many reasons, including not receiving this amount in the account.
After that, Mr. Jamie Farrar, a friend of the two tourists, reflected the incident through the online feedback channel of tourists managed by the Phu Quoc Special Zone People's Committee, through the phone number of the special zone police officer.
Immediately upon receiving the information, the Head of Phu Quoc Special Zone Police directed the police force to coordinate with members of the "Tourism Rapid Response Team" to quickly verify and clarify the incident.
With the spirit of maximizing support for tourists, functional forces have directly worked with tourists, complainants and resort representatives to clarify the cause, and at the same time requested accommodation establishments to prepare a written commitment on a specific return time, avoiding prolongation that affects the tourist's schedule.
By January 19, 2026, the entire amount of nearly 300 million VND had been fully reimbursed to tourists by the resort representative.
After receiving the money back, Mr. Terry Wayne Furssedonn expressed his gratitude for the timely support: "We are very impressed with the dedication of the government and the'Tourism Rapid Response Team' in Phu Quoc. The police officers not only communicate well in English but are also very enthusiastic, understanding and support us like friends. After this incident, I feel more secure knowing that Phu Quoc always has a force ready to protect tourists in all emergency situations.
The "Tourism Rapid Response Team" model being implemented in Phu Quoc contributes to building the image of a friendly, professional and reliable destination in the eyes of international tourists.
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