On January 4, leaders of Phu Quoc Special Zone (An Giang) said that the inter-sectoral inspection team for tourism and sports of the locality has inspected and worked directly with tourism and accommodation service business establishments, especially the points that tourists reflected.
Regarding the reflection that the facility of Phung Cat Service and Trading Co., Ltd. (brand name CHEZ DU GONG) has a situation of collecting entrance tickets at a ticket price of 60,000 VND/person, through inspection, it was found that the facility is operating food business, organizing the sale of vouchers with a face value of 60,000 VND/person to use free water under 60,000 VND, showers, parking..., and is refunded 100% of the voucher when customers use food at restaurants with invoices over 60,000 VND.
The inspection team requested the establishment owner to strictly implement the provisions of law in business operations. The sale of vouchers to use the restaurant's services must ensure compliance with the law, publicly list the voucher prices and services at the Restaurant, and advise customers in need to be clear and transparent to avoid misunderstandings and causing discomfort to customers.
Regarding complaints that tourists booked accommodation at AQUA Inn & Stay establishment at VN11, Grandwrourd area, Group 7, Ganh Dau neighborhood, Phu Quoc special zone via Agoda app, but when they came to receive the room, the establishment was no longer operating even though the App had deducted money and displayed a status waiting to be processed - The inspection team said that the business household has a Business Registration Certificate but the actual business location does not match the registered address. On the Registration Certificate, there is a short-term accommodation industry, but in reality, it does not organize accommodation business, only selling retail clothes and accessories.
Regarding the fact that customers who booked rooms through the app at the above establishment are no longer operating at this address, the establishment admits to collecting electricity and water fees for tourists who mistakenly booked above, but does not organize accommodation business and is carrying out procedures to adjust occupations.
The inspection team reminded the business establishment to be in the right industry and right location; remove the AQUA Inn & Stay signboard to avoid causing confusion for customers, using the correct name according to the Business Household Registration Certificate.
In case tourists book accommodation at Hotel - Ven80 located at No. 80, Mediterranean Zone, Group 6, An Thoi Quarter, Phu Quoc Special Zone via Booking app. However, when customers come to claim it, they report that they have run out of rooms and have to pay extra to get a room.
The inspection team informed that the establishment has a valid Business Household Registration Certificate, operates Spa and accommodation business, has 8 rooms for rent, and is welcoming guests, including international guests.
Through working and explaining, it was determined that there was a confusion between the name and location of the establishment, and there was no additional fee collection as reflected on social networks. The establishment proactively supported customers to check information and find other accommodation.
The inspection team reminded the establishment to advise guests who need to rent rooms to be clear and transparent to avoid misunderstandings. Request the establishment to promptly support tourists and provide information to functional agencies for timely resolution.
In the case of tourists reflecting through the Police on-duty and the hotline being 2 foreign tourists, about customers coming to check out rooms at Cali Hill Resort that had been booked on the Agoda app but could not receive rooms.
At the time of inspection, the Calihill Resort business establishment was doing business in accommodation services with 20 rooms, opening for sale to guests is 18/20 rooms with guests. However, the establishment did not publicly announce the guesthouse regulations, did not list prices, selling prices at the reception counter, and has not provided an account to declare accommodation.
The inspection team reminded the establishment that when receiving guests on booking platforms, it is necessary to assign rooms and respond to customers in accordance with regulations, to avoid leaving customers at the establishment without receiving a room. The establishment has provided a contract between the Agoda Vietnam Company establishment, after the team reviews the content in the contract, it will conclude in the next working session.
According to the inspection team, regarding booking rooms on apps but when contacting hotels to receive rooms and there are no rooms, there is currently no document stipulating responsibility for the hotel. Therefore, it is requested that the Special Zone People's Committee send a document to the Department of Tourism and functional sectors of the province for specific guidance.
