On 13/1, British tourists Terry and his wife Debra paid for their room at a resort in Cay Sao Ham Ninh neighborhood. The actual amount was approximately VND 29 million, but the receptionist mistakenly entered VND 290 million. The resort then promised a refund within three days but failed to deliver. One of the reasons given was that they "had not yet received the customer's funds."
Jamie Farrar, a friend of Terry and Debra who runs a business in Phu Quoc, learned of the incident and contacted the Tourist Support Center of Phu Quoc Special Administrative Unit People's Committee on 17/1 to report it.
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The British tourists (right) pose with authorities after receiving their refund. Photo: Phu Quoc Special Administrative Unit People's Committee |
The British tourists (right) pose with authorities after receiving their refund. Photo: Phu Quoc Special Administrative Unit People's Committee
Upon receiving the information, the Rapid Response Team, primarily composed of police personnel, worked directly with the tourists, the resort's representative, and the receptionist to clarify the incident. Authorities required the establishment to provide a written commitment for a specific refund timeline, ensuring no delays that would affect the tourists' itinerary. On 19/1, the entire amount of over VND 290 million was refunded to the tourists by the accommodation provider.
"The authorities provided enthusiastic support, maintaining continuous communication to ensure the refund was processed as committed," Jamie said.
On 22/1, a representative from the Phu Quoc Special Administrative Unit People's Committee stated that timely support for tourists helps build Phu Quoc's image as a friendly, trustworthy destination for international visitors. This also demonstrates the effectiveness of the Rapid Response Team model, despite being in its early pilot phase.
The Rapid Response Team comprises: an online rapid response unit and an on-site rapid response unit, part of the Phu Quoc Special Administrative Unit's sustainable tourism development plan, and is scheduled to launch in early February. The team will operate a 24/7 hotline, tasked with promptly intervening in tourism-related incidents.
Tu Nguyen
