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COMPLAINT POLICY
   





The hotel follows specific procedures to effectively resolve any complaints and disputes.

1. Who can file a complaint?
Any complaints can be submitted by a guest of the hotel.

2. First point of contact:
In case you are not satisfied with any aspect of our services, your first point of contact should be the hotel reception officer. Our aim is to promptly resolve any issue that arises, so as to ensure a perfect experience of the hotel and services.

3. Complaint procedure steps:
If you find it necessary to pursue your complaint further, you should submit a message in the complaint form in the website. The customer management officer will handle the complaint. 

The complete form filling requires:
- Reservation and contact details
- Clear description of the complaint
- Reasons of making the complaint
- Expectations concerning the resolution of the complaint

4.Complaint handling
1. The complaint is looked into as to find the best possible way to please the customer.
2. After complaint investigation, proper corrective actions are undertaken.
3. The customer manager checks for complaints every 2 working days and informs the General Manager.

Any complaint concerning the hotel and its services is recorded on the “Complaint Form” and filed.