Complaints

• All submitted complaints are carefully reviewed and evaluated.
• Fair and impartial treatment is ensured for both the complainant and any staff members involved.
• Personal data is handled in full compliance with European Union regulations and applicable laws.
• Complaints are documented and periodically analyzed to identify issues, improve procedures, and prevent recurring problems.
• Hotel staff receive ongoing training and have direct access to the complaint management policy to ensure effective handling.
• The Board of Directors, Management, and staff acknowledge the right to raise complaints and are committed to resolving issues in a fair and efficient manner.

Complaints or suggestions from guests, visitors, or staff may be submitted in the following ways:

• Verbally, during the delivery of services.
• In writing, via letter or other documentation sent directly to the hotel.
• By completing the “Complaints & Suggestions Form,” available at designated points within the hotel, and submitting it in the provided collection boxes.
• Through internal staff procedures related to non-compliance, corrective, or preventive actions.
• Indirectly, through satisfaction surveys completed by guests and other stakeholders.

If an immediate response is not possible, the following timelines apply:

• An acknowledgment of receipt is sent within two (2) working days.
• The complaint is investigated within fifteen (15) working days, after which a response is provided.
• If additional time is required, a written extension will be issued explaining the reasons, the actions already taken, and the next steps needed to complete the investigation.