All submitted complaints will be carefully reviewed.
Fair treatment will be ensured for both the complainant and any member of the Staff or Human Resources mentioned in the complaint.
The protection of personal data, as stipulated by the European Union and applicable legislation, will always be upheld.
Complaints will be documented and evaluated periodically to identify and rectify problematic procedures and practices, as well as to prevent recurring issues.
Hotel staff will receive ongoing training and have immediate access to the complaint management policy, with the goal of managing complaints effectively.
The Board of Directors, Management, and Staff acknowledge the right to lodge complaints and remain dedicated to achieving fair and efficient resolution of any issues arising from the services provided.
COMPLAINT PROCEDURE
Wording of a Complaint or Suggestion for Improvement by Guests, Visitors, and Staff
A complaint or suggestion for improvement can be submitted in the following ways:
Verbally, during the provision of services to guests or other stakeholders.
By letter or written document, which the concerned guest or visitor can send directly to the hotel.
In writing, on-site, where the “Complaint and Improvement Suggestions Form” is available at designated locations. The form can be completed by the individual and placed in a special envelope, then deposited in designated collection boxes.
By staff members, using the designated “Non-Compliance/Corrective and Preventive Action” form.
Through satisfaction surveys, which are sent to interested parties as part of the Stakeholders’ Satisfaction Measurement process.
Complaints will be documented and evaluated at regular intervals to identify and address problematic procedures and practices, ensuring recurring issues are avoided.
TIME TO HANDLE COMPLAINTS
If an immediate resolution to the complaint is not possible, it will be addressed within the following timeframes:
An acknowledgment of receipt will be sent within 2 working days from the date of submission.
The complaint will be thoroughly reviewed, and a response will be provided within 15 business days.
In exceptional cases where additional time is required for a detailed investigation, a written extension request will be sent. This communication will outline any additional information needed, actions already taken, and the planned steps to complete the investigation, ensuring the resolution is comprehensive and satisfactory.
