Complaints Management

1. Complaints Management Policy

Any complaint submitted will be thoroughly studied

There will be fair treatment to the person concerned and to any individual of staff/human resources who may be referred to the complaint. 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 staff will be constantly trained and will have direct access to the complaints management policy, always aiming at their effective management.

The management board, management and staff acknowledge the right to submit a complaint and are committed to the objective of a fair and effective solution of problems that may arise from the services they offer. 

2. Complaints procedure

The formulation of a complaint or sign to be improved by residents, visitors and staff may be: Either orally, during the provision of services to residents or other interested parties or by letter or related document, which the visitor concerned may send directly to the hotel

Either in writing in the presence of the person concerned at the hotel, where in particular stands the "form for the submission of complaints – improvement proposals", where the person concerned receives them, completes them and then places them With a special envelope in the special boxes of these collection. 

At the same time, a complaint or a point of improvement may be formulated by a staff member, following the relevant reference to the "non-compliance/corrective and preventive actions" procedure, In addition, complaints to the hotel may be made, indirectly, through the satisfaction questionnaires sent by interested parties, in accordance with the procedure "Measuring stakeholder satisfaction".

3. Length of complaint handling 

If the answer to the complaint cannot be given immediately, the exploration will be made within the following timeframes: Send a complaint receipt within 2 working days from the date of receipt.

The complaint will be investigated within 15 working days and the answer will then be sent.

In individual cases where more time is required for a thorough investigation, an extension will be request in writing. In the letter we will mention, in addition to the additional information we may need, the actions we have already undertaken and the actions to be taken to complete the investigation, so that the information is complete.

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