COMPLAINT HANDLING POLICY

  • Each complaint submitted will be thoroughly studied.
  • There will be fair treatment towards the interested party and towards any individual of the Personnel / Human Resources to whom the complaint may be referred.
  • The protection of personal data as defined by the European Union and the relevant Law will always be respected.
  • Complaints will be recorded and analyzed at regular intervals to identify and resolve problematic procedures and practices and avoid repeated omissions.
  • The hotel’s Staff will be continuously trained and will have direct access to the complaints management policy, always aiming at their effective management.

COMPLAINTS PROCEDURE

Residents, visitors and staff may raise a complaint or point for improvement:

  • either verbally, during the provision of services to residents or other interested parties.
  • either by letter or relevant document, which the interested visitor can send directly to the hotel or in writing during the presence of the interested party in the hotel, where the “Form for
  • Submitting Complaints – Suggestions for Improvement” is placed in specific stands, where the interested party receives them, completes them and then places them in a special envelope in the special collection boxes
  • at the same time, a complaint or point for improvement can also be formulated by a member of staff, following the relevant provisions of the “Non-Compliances / Corrective and Preventive Actions” Procedure

Download the Guest Complaint Form HERE

COMPLAINTS PROCESSING TIME

If the response to the complaint cannot be given immediately, its investigation will be carried out within the following time frames:

  • Sending a confirmation of receipt of the complaint within 3 working days from the date of receipt.
  • The complaint will be investigated within 20 business days and the response will be sent afterwards.
  • In individual cases where more time is required for a thorough investigation, we will request an extension in writing. In the letter, we will mention, in addition to any additional information we may need, the actions we have already taken and the actions that are to be taken to complete the investigation, so that the information is complete.