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We aim to provide services of a standard acceptable to all our clients, but it is inevitable that things will go wrong occasionally. If you are unhappy with an aspect of our service please let us know when this happens. This will enable us to deal with the specific problem, but also avoid it happening again.
Equally, if you have any suggestions about how we might improve our service we will be happy to listen.
This policy sets out the procedures we will follow when we receive a complaint.
Complaints form link
Complaints are likely to cover one of the following areas:
* Dissatisfaction with our company service
* Dissatisfaction with the hotel booked through our company
Any complaint which cannot be resolved at the hotel must be notified by electronic mail or through the preferable method of the complaints form link above within 20 days of the check out date. A copy of the complaint must be also be submitted to and signed by the hotel manager.
• Every complaint submitted in writing within 5 days of the event concerned will be initially responded to within 2 working days
• The complainant will be kept up to date on a weekly basis
• Complaints relating to hotel services will be forwarded to relevant party
• Complaints should be resolved within 20 days of the initial receipt
• All complaints will be monitored and kept on file
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