Any customer complaint submitted electronically or otherwise will be considered carefully. If the complaint concerns a member of staff, it will be dealt with fairly validity of the complaint.
The hotel guarantees the protection of personal data its customers, always based on current legislation. The hotel staff is trained on the management policy of complaints and faithfully adheres to the management’s instructions by updating regularly.The management and staff of the hotel fully recognize and respect the rights of customers regarding the expression of complaints and are committed to their immediate information and satisfaction.

Customer complaints will be recorded electronically in the database of the hotel and at regular intervals will be evaluated in terms of resolution them, with the aim of identifying any problematic practices, so that avoid their repetition.

Complaints Procedure

The formulation of complaints by residents and visitors can be done with the following ways:

• Verbally during contact with any staff member from which they receive a service or by informing the host directly.
• Through a letter or text document provided by the customer or sent to the hotel or via e-mail to its electronic address hotel.
• By completing the relevant service evaluation questionnaire of the hotel, located within the rooms and which carefully collected by the hotel management.

They are additionally taken seriously in writing and recorded in weekly staff observations aimed at improvement of hotel services.

Time duration for satisfaction of complaints requests

In the event that a complaint request cannot be satisfied immediately, its investigation and the final decision will be made within the following time limits:

• Within 5 working days the correctness of the complaint will be investigated and will solutions are considered for his satisfaction always with relevant information customer.
• Within 2 working days the customer will be informed that his complaint received and being reviewed.

In the event of a longer delay, the customer is informed immediately and beforehand after 5 working days of its initial notification. Please fill in any comments or complaints below to know.