Guest satisfaction and the continuous improvement of the quality of our services are key priorities for our hotel. For this reason, every comment, observation or complaint submitted, whether electronically or in writing, is carefully reviewed and handled responsibly and objectively.

If a complaint concerns a member of staff, the matter is investigated impartially and with respect for all parties involved.

Throughout the complaint handling process, the hotel ensures the protection of personal data and the confidentiality of the information provided, in accordance with applicable data protection legislation.

Our staff are informed and trained on the hotel’s complaint handling procedures and follow the relevant guidelines provided by Management, ensuring that every matter is handled consistently and effectively.

Management and staff fully acknowledge every guest’s right to express comments, concerns or complaints and are committed to addressing them professionally, consistently and as promptly as possible.

Complaints and the actions taken in response are recorded and reviewed on a regular basis. The purpose of this process is not only to resolve individual cases, but also to identify potential weaknesses or recurring issues, allowing appropriate corrective measures to be implemented and contributing to the continuous improvement of the quality of our services.

Complaint Submission Procedure

Hotel guests and visitors may submit comments, observations or complaints through any of the following methods:

• Verbally, by contacting any member of staff involved in providing a service or by speaking directly with the Reception team.
• In writing, by submitting or sending a letter or other written communication to the hotel.
• Electronically, via e-mail to the hotel’s official e-mail address.
• Through the hotel’s service evaluation questionnaire, where available, which is collected and reviewed by Management.

In addition, observations made by members of staff regarding matters that may affect the guest experience are also taken into consideration. These observations are regularly reviewed and may be used to improve hotel procedures and the quality of the services provided.

Response and Resolution Time

Wherever possible, the hotel aims to address complaints promptly. In cases where further investigation is required, the following procedure applies:

• Within two (2) working days of receiving a complaint, the guest will be informed that their request has been received and is under review.
• Within five (5) working days, the matter will be investigated and the available actions or solutions for addressing the issue will be considered.
• If additional time is required due to the nature or complexity of the matter, the guest will be informed accordingly before the above timeframe expires and will be kept updated on the progress of the process.

Our aim is to handle every complaint consistently, transparently and respectfully, while using guest feedback as an opportunity to continuously enhance the experience and services we provide.

Please use the form below to share with us any comments, suggestions or complaints regarding your experience at the hotel.

Kind regards,
The Management