AKROREIA
The "AKROREIA" hotel aims for the continuous improvement of the service it provides to its customers. Effective complaint management is fundamental to delivering quality services and serves as a vital mechanism for receiving customer feedback to identify weaknesses in policies and procedures.
To this end, the hotel has established and developed a Complaints Management Policy, setting guidelines for how complaints will be received and handled. The implementation of this policy ensures that complaints submitted will be processed fairly, promptly, and with efficiency and confidentiality.
The hotel is committed to ensuring that complaint management is prompt and fair, ensuring that:
• The complaint will be thoroughly examined with careful handling.
• It will be fair to any individual mentioned in the complaint.
• There will be no charge for submitting a complaint.
• Personal data protection will always be upheld, as defined by the European Union and relevant Personal Data Processing Law.
• Complaints will be recorded and analyzed regularly to identify and resolve problematic procedures and practices, and to prevent recurring omissions.
• Individuals mentioned in the complaint or those responsible for handling complaints will not participate in the investigation if there is a conflict of interest.
• Hotel staff will receive continuous training and have direct access to the complaint management policy to ensure effective handling.
• All hotel personnel recognize the right to submit a complaint and are committed to fair and effective resolution of issues that may arise from the services provided.
The complaint management system outlined in this Policy, along with the internal procedures in place, will be reviewed at least annually to ensure ongoing transparency, efficiency, and the highest possible level of customer satisfaction for the hotel.
Any guest of the hotel may submit a complaint.
The first point of contact, if a guest is dissatisfied with any of the services we offer, should be the hotel’s Reception. Our goal is to provide an immediate solution and ensure an excellent experience for our guests, ideally before their departure.
If further investigation is deemed necessary, you should submit an official complaint in writing (via email) to the address pd_1@otenet.gr to have the matter independently reviewed.
If you receive a response and are still dissatisfied with the handling of your complaint, you may proceed to escalate the matter in writing to:
AKRÓREIA HOTEL
Goura Korinthias
Postal Code: 20014, Greece
Responsible: Panagiotis Daris
Please note that all official complaints must be submitted in writing. This ensures the protection of guests' rights and allows us to handle all complaints fairly, discreetly, efficiently, and consistently.
We ask from our guests:
– Booking details (or travel agency) and contact information
– A clear description of the complaint
– Specific reasons for submitting the complaint
– Expectations regarding the resolution of the issue
If an immediate response to the official complaint is not possible, the investigation will proceed within the following timeframes:
– A receipt acknowledgment of the complaint will be sent within two business days from the date of receipt.
– The complaint will be investigated within 15 business days, and a response will be sent promptly.
– In cases where more time is required for a thorough investigation, a written extension will be requested. The letter will include, in addition to any additional information needed, the actions already taken and the actions planned to complete the investigation, ensuring a comprehensive update.
– Our goal is to send the response no later than 10 business days from the day we notify that more time is needed or from the day we receive any additional information requested.
During the investigation of the complaint, the customer has the right to request updates on the progress by contacting the hotel.