Gestione dei reclami

MANAGEMENT POLICY AND COMPLAINTS PROCEDURE Purpose and Objective Kanapitsa Mare Hotel has set as its goal the continuous improvement of the service it provides to its customers. Effective complaints management is a prerequisite for providing quality services and is an essential source of evidence for identifying weaknesses in policies and procedures. For this purpose, the hotel has established and developed a Complaints Management Policy and has defined guidelines on how it will receive and manage the complaints sent. Implementation of this policy ensures that complaints submitted are dealt with fairly and promptly with efficiency and confidentiality. Policy Statement Kanapitsa Mare Hotel through this policy undertakes that the management of complaints will be prompt and fair by ensuring that: • The complaint will be studied in depth and with discretion. • It will be fair to you and to any person in its workforce who may be the subject of the complaint. • There will be no charge for submitting the complaint. • Its policy will always be posted on its website, www.kanapitsamare.com. • The protection of personal data as defined by the European Union and the relevant law will always be respected. • Complaints will be recorded and analyzed at regular intervals to identify and resolve problematic processes and practices and avoid repeated omissions. • Individuals named in the complaint or persons responsible for handling complaints will not participate in an investigation if there is a conflict of interest. • Hotel staff will be continuously trained and will have direct access to the complaints management policy. • The Board of Directors, Management and workforce recognize your right to submit a complaint and are committed to fair and efficient resolution. Policy Review The complaints management system and internal procedures will be reviewed at least annually to ensure transparency, efficiency and the greatest possible satisfaction of the hotel's customers. Complaints Procedure 1. Who can file a complaint Any complaint can be submitted by any tenant of the hotel. 2. The first point of contact The first point of contact, if you are not satisfied with any service we offer, should be the Hotel Reception. Our goal is to provide a solution immediately and before your departure, ensuring an excellent experience. 3. Stages of filing a complaint If further examination is necessary, submit a formal complaint in writing by email to info@hghotel.gr so the matter can be investigated independently. If you are still not satisfied with the response, write to: General Manager Kanapitsa Mare Hotel Kanapitsa, Skiathos, 37002, Greece All formal complaints should be sent in writing. This protects your rights and gives us the opportunity to handle complaints fairly, discreetly, efficiently and consistently. Please include: • Reservation or agency details and your contact details • A clear description of your complaint • The specific reasons for making the complaint • Your expectations regarding resolution 4. Complaint handling time • Confirmation of receipt will be sent within two working days. • Your complaint will be investigated within 15 working days and the answer sent immediately. • If more time is required, we will request an extension in writing and explain the actions already taken and those still required. • We will aim to respond no later than 10 working days from notifying you of the extension or receiving requested information. 5. Right to information During the investigation, you have the right to request information on its progress by contacting the hotel. The management of Kanapitsa Mare Hotel