Customer Complaint Management

The hotel follows a specific procedure in the event of customer complaints:

1. Who can submit a complaint:

Any complaint may be submitted by any guest staying at the hotel.

2. First point of contact:

If you are not satisfied with any of the services we provide, you should inform the employee on duty at the hotel Reception. In this way, we will try to provide an immediate solution in order to ensure you have an excellent stay at our hotel.

3. Complaint submission stages

If you believe that your complaint requires further investigation, you should submit a written message through the relevant form on our website so that the matter can be examined.
The complaint will be handled by the Customer Relations Manager.

For the complete submission of the form, we would like:

• your reservation and contact details
• a clear description of your complaint
• the reasons for submitting the complaint
• your expectations regarding the resolution of the issue

4. Complaint handling

1. The complaint or remark is analyzed, a complete understanding of the case is formed, and ways to resolve the issue are sought in a manner that satisfies the customer.
2. If the analysis of the complaint shows that there is a major issue, appropriate corrective actions will be implemented.
3. The Customer Relations Manager periodically reviews customer complaints and the hotel’s actions taken to resolve them every two months, and informs Management regarding the processing of customer complaints.

Whenever there is a customer complaint regarding the services provided by the Hotel, it is recorded in the “Complaint Record Form,” which is then filed in a dedicated archive folder.