Complaint Management System

1. Complaint Management Policy

Every complaint submitted will be thoroughly studied.
The handling of the complaint will be dealt with fairly towards the concerned party and any staff member to whom the complaint may be directed, ensuring the protection of personal data as defined by the Law and the European Union regulations.
Complaints will be recorded and analyzed at regular intervals to identify and resolve issues and prevent recurrence.
The hotel staff will be continuously trained according to our policies for managing complaints.
The company recognizes the right to submit complaints and works with the aim of resolving them fairly.

2. Complaint Submission Process

A complaint or suggestion for improvement can be submitted as follows:
Verbally or in writing during the provision of services while the concerned party is present at the hotel. Specifically, if the concerned party wishes to submit a complaint or a suggestion for improvement, they can complete the "Complaint Submission Form," which, after receiving it, they fill out and place in an envelope, then deposit it in the designated collection boxes for complaints.
Additionally, complaints or suggestions for improvements can be submitted via a special contact form on the hotel's website.

3.Complaint Resolution Timeframe

If an immediate response is not possible, the investigation and response will be provided within 2 weeks of receipt.
If additional time is needed for a thorough investigation of the complaint, an email will be sent to inform the concerned party about the extended timeframe for the response.