PRIVACY POLICY & COMPLAINTS RESOLUTION POLICY

Applicable to the services of Diamond Time, Flexi Hotel & Apartment, and Tiktak Coworking Space in Da Nang.
Managed and operated by Lotus Hospitality – Da Nang Branch.

1. Introduction

At Lotus Hospitality Da Nang Branch, we are committed to building a safe, professional, and transparent service environment. This policy is established to protect our customers’ legitimate rights while ensuring that all personal information is handled carefully, for the right purposes, and in accordance with the operational standards of the hospitality and service industry.

2. Scope of Application

This policy applies to all customers, partners, and users when they:

• Access our website and online platforms
• Make reservations, book services, lease commercial spaces, or use services at Diamond Time
• Provide personal information for customer care and operational purposes

3. Information Collection

We only collect information that is necessary to:

• Complete transactions and deliver services
• Confirm reservations, leasing requests, or consulting inquiries
• Enhance customer experience
• Optimize internal operations and ensure system security

Information is provided directly by customers or recorded during website access.

4. Purpose of Information Use

Customer information is used to:

• Respond to requests and provide customer support
• Operate services, manage reservations, and process commercial leasing
• Send promotions, updates, or important notices with the customer’s consent
• Ensure internal operations meet professional service standards

We strictly do not use customer information for any purposes beyond those stated above.

5.  Information Security and Confidentiality Policy

To protect the privacy and interests of our customers, we commit to:

• Not disclosing personal data to any unrelated individual or organization
• Not sharing information except where necessary to provide services or upon lawful request from competent authorities
• Using information strictly for the intended purposes, in accordance with contractual spirit and applicable laws
• Strictly managing internal access so that only authorized personnel with relevant duties may access customer information

6. Data Retention

Customer information is stored for a reasonable period in order to:

• Support customer service activities
• Complete transactions and related obligations
• Comply with legal requirements

Once the information is no longer required for operational purposes, it will be deleted or anonymized in accordance with our internal data security procedures.

7. Complaints and Dispute Resolution Policy

We are committed to handling all feedback, complaints, and disputes with a cooperative, responsible, and customer centric approach. The resolution process is carried out as follows:

Step 1

Complaints may be submitted via hotline, email, or directly at the reception desk.

Step 2

The relevant department will review, verify, and discuss the matter with the customer to propose an appropriate solution based on mutual cooperation.

Step 3

In the event that no agreement can be reached through negotiation, the dispute will be referred to the competent People’s Court in Da Nang for settlement in accordance with applicable laws.

8. Legal Information

Danang Branch – Lotus Hospitality Joint Stock Company 

• Tax Code: 0107645339-001
• Address: 35 Thai Phien Street, Hai Chau Ward, Da Nang City, Vietnam
• Hotline: +84 813 06 16 36
• Email: lotus.info@diamondtime.vn

9. Contact and Support

For any requests related to personal data, information security, or complaints, please contact us via:

• Hotline: +84 813 06 16 36
• Email: lotus.info@diamondtime.vn
• Address: 35 Thai Phien Street, Hai Chau Ward, Da Nang City, Vietnam