COMPLAINT MANAGEMENT

Complaint/Incident Management

Management Policy

• Any complaint, safety issue incident, or point of improvement to be submitted by residents, visitors and staff will be thoroughly studied.
• It will be recorded and immediately analyzed to identify and resolve safety issues and problematic procedures in order to avoid repeated omissions.
• Our employees will be continuously trained and will have direct access to the complaint management procedures, always aiming at their effective resolution.

Procedure

Residents, visitors and staff can make use of the following procedure for submitting a complaint/incident:

• Either verbally at the reception, during the provision of services to residents or other interested parties.
• By letter which can be sent directly to the hotel.
• From our official website.
• In addition, complaints may be made indirectly through satisfaction questionnaires sent by interested parties in accordance with the Satisfaction Measurement process.

Handling complaints

If the immediate response and action to meet our guest's expectations is not feasible, the complaint/incident will be investigated within the following time frames:

• An acknowledgment of receipt email will be sent within 2 working days of receipt.
• It will be investigated within 10 business days and the response will then be sent.
• In case more time is needed for a thorough investigation, a request of extension will be sent while mentioning the actions we have already taken.

E-mail *:

Full Name*:

Room Number*:

Date*:

Describe the complaint / incident in detail, what do you consider to be the suspected cause, the corrective actions and measures that can be taken to avoid happening again *:

I consent the use of the information I hereby provide to you, according to your privacy policy which I have read and understood.

Security Code *:

(*required fields)