Complaints handling procedures
"Definition of Complaint: any expression of dissatisfaction regarding the accommodation, services and cooperation provided by IRA HOTEL. Not defined as complaints are vague or unfounded requests or when the request is not clearly worded. Anonymous complaints that are substantiated are accepted and investigated.”
Complaints management policy
The effective management of complaints is fundamental to the provision of quality services, with the aim of identifying weaknesses in order to achieve better customer and employee service.
Any complaint that is submitted will be studied thoroughly.
- It is accessible: to interested parties, partners, employees, customers, etc.
- There will be fair treatment to the interested party and to any person of the Personnel/ Human Resources to whom reference may be made in the complaint
- Confidentiality of Personal Data: The company is committed to maintaining the confidentiality of the personal data of the person who submits the complaint.
- Complaints will be recorded and analyzed at regular intervals to identify and resolve problematic processes and practices and avoid repeated omissions
- The Hotel staff will be continuously trained and will have direct access to the complaints management policy, always aiming to manage them effectively
- Management and Staff recognize the right to submit a complaint and are committed to the goal of fair and efficient resolution of problems that may arise from the services they offer.
- Commitment: The company is committed to the effective and fair resolution of all types of complaints as well as to not imposing sanctions or disciplinary measures against those who express complaints or concerns.
- Right to be informed: Efforts are made for a short resolution of the complaint on the part of those in charge, with simultaneous notification of the complainant and the Administration.
- Evaluation & Continuous Improvement: Both the Policy and the Complaints Management Procedure are evaluated at least once a year, in terms of their effectiveness, through internal inspections and reports, with the aim of continuous improvement of the company. In addition, a relevant customer satisfaction index and complaint tracking are monitored.
Complaint Procedure
Wording of a complaint or point for improvement by residents, visitors and staff can be done:
- Verbally, during the provision of services to residents or other interested parties
- By letter or relevant document, which the interested visitor can send directly to the hotel
- The submission can be made through the site or email to
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in writing at the presence of the person concerned at the hotel, where the “Form of complaints - Improvement proposals” is placed in specific positions stands where the person receives them,completes them and then places them with a special envelope in their special collection boxes
- Complaints can be made anonymously or by name
At the same time a complaint or a point of improvement may be formulated by a member of the Staff, following the relevant “Non-Compliance/Corrective and Precautionary Action”.
In addition, complaints to the hotel may be made indirectly through satisfaction questionnaires sent by interested parties in accordance with the Stakeholders’ Satisfaction Measurement Process.
Time to handle complaints
If the response to the complaints is not feasible, it will be investigated within the following time frames:
The complaint will be investigated within 5 business days and the response will then be sent.
In individual cases where more time is needed for a thorough investigation, we will request an extension in writing. In the letter we will mention, in addition to the additional information we may need, the actions we have already taken and the actions that will be taken to complete the investigation so that the information is complete.
Communication-complaints manager
Responsible for the management of all complaints is the communication manager : Maria Gyftea