Complaint Policy
- Receiving Complaints
DOIDEP welcomes all complaints from customers regarding service quality, products, and experiences at the resort.
Customers can submit complaints through the following channels:
All complaints will be acknowledged within 24 hours of receipt.
- Warranty Support
DOIDEP is committed to providing warranty support for all products and services in accordance with our published policies.
For accommodation services, if a room or villa does not meet the committed standards, DOIDEP will:
For products purchased at the E-Shop, warranty policies follow the terms outlined in the Returns & Cancellation Policy.
- Resolution Time
DOIDEP is committed to resolving complaints within the following timeframes:
In cases requiring additional time for verification, DOIDEP will update customers on progress at least every 5 business days.
- Force Majeure
DOIDEP shall not be held responsible for complaints arising from force majeure events including but not limited to:
In such cases, DOIDEP will make every effort to assist customers and provide reasonable alternative arrangements.
- Contact Information
To submit a complaint or request support, please contact:
Working hours: 8:00 AM - 10:00 PM daily.