Complaints management policy

 

GENERALLY:

Costis Hotel aims to continuously improve the services provided to its customers. Effective grievance management is a prerequisite for the provision of quality services and is an essential source of data for identifying weaknesses in policies and procedures.

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POLICY:

Costis Hotel  through this policy is committed that grievance management will be prompt and fair ensuring that:

• The complaint will be studied in depth and with discretion.

• There will be justice for both the applicant and any employee  to which reference is likely to be made.

• There will be no charge for submission and examination  complaint.

• The protection of personal data will be respected.

• Complainants or those responsible for managing complaints will not participate in the investigation of the complaint, if any.  conflict of interests.

• The hotel staff will be constantly trained and will have and will  has direct access to the grievance management policy.

• The board, management and staff of the hotel recognize the right to submit complaints and seek a fair and effective solution to any problems that may arise from the services it offers.

• The grievance management system and the internal procedures applied will be reviewed at regular intervals with the aim of transparency, efficiency and the greatest possible customer satisfaction.

• His policy will be posted on his website: www.hotelcostis.gr

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PROCEDURES & STEPS:

The procedures and steps are recorded in a special excel file so that there is a complete picture of the complaints both individually and as a whole. The file is supervised daily by the director.

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• Receipt of a customer complaint from the manager through a printed or electronic complaint form

• Registration of a request in a special excel file with the basic data of the customer and complaints

• Categorize the request according to the category of complaint *

• Assignment to a responsible employee of the hotel

• Full description of the actions of the responsible official

• Secondary assignment to a responsible employee or hotel manager if required

• Actions taken by the responsible official to solve the problem  

• Update the date a customer has been answered

• Information on the total solution or not of the complaint

• In case the customer responds, we enter his answer / comment  

• Check manager for compliance with schedules

Terms and conditions ​

• It is agreed that your personal information may be used by the hotel, its staff, or their associates for the needs of the service.