Feedback & Complaint management - Sampatiki Suites

Customer Feedback and Complaint Form

Welcome to our hotel’s customer service page. We value your feedback and are committed to providing you with the best possible experience during your stay. Whether you have a suggestion, a concern, or a complaint, we encourage you to share it with us using the form below. Your input helps us improve our services and ensure that every guest has a pleasant and memorable stay. Thank you for taking the time to reach out to us.

At Sampatiki Suites & Spa, we place great importance on the satisfaction of our customers and seek to deal with any complaints promptly and fairly. Our policy includes the following:

Submitting Complaints:

Verbal complaints: Customers may submit their complaints verbally to any member of staff or directly to reception.

In writing: Please submit complaints in writing via letter, letterhead or e-mail to the hotel address.
Evaluation questionnaires: the questionnaires located in the rooms can be completed and delivered to the management.

Complaints processing:

All complaints are recorded electronically in the hotel’s database and carefully reviewed.
If the complaint concerns a member of staff, it will be dealt with impartially and fairly.

Privacy:

We ensure that the personal data of our guests is protected in accordance with current legislation.

Staff Training:

Our staff are fully trained in complaints handling and follow management’s instructions closely, ensuring continuous update and improvement.

Processing Time Limits:

Immediate Response: within 2 working days the customer is informed that the complaint has been received and is being investigated.

Complaint Resolution: Within 5 working days the complaint is investigated and solutions are sought to satisfy the complaint, with the customer being informed.

TERMS AND CONDITIONS

Prices and Taxes: 1.1 All room rates and charges are subject to applicable taxes and fees as mandated by local authorities. 1.2 The hotel reserves the right to adjust prices based on seasonal demands, events, or any other relevant factors.
Payment and Terms at Check-in/Check-out: 2.1 Payment is required in full at the time of check-in. 2.2 Accepted forms of payment include cash, credit cards, and other methods approved by the hotel. 2.3 Early check-in or late check-out may be subject to additional charges.
Traveling with Minors: 3.1 Guests under the age of 18 must be accompanied by an adult. 3.2 The hotel reserves the right to request proof of age for minors.
Accessibility or Special Needs: 4.1 Please inform the hotel in advance of any special needs or accessibility requirements. 4.2 The hotel strives to provide accessible accommodations, but availability may be limited.
Parking: 5.1 Parking is available on a first-come, first-served basis. 5.2 The hotel is not responsible for any loss or damage to vehicles parked on the premises.
Hotel Events: 6.1 The hotel may host events that could impact guest services. 6.2 Guests will be notified of any major events that may affect their stay.
Dispute Resolution/Issues: 7.1 Any issues or disputes should be reported to the front desk immediately for resolution. 7.2 If resolution cannot be reached, guests agree to pursue dispute resolution through arbitration.
Use of Personal Information: 8.1 The hotel collects and processes personal information in accordance with applicable privacy laws. 8.2 Personal information is used for booking, communication, and internal marketing purposes.
Liability: 9.1 The hotel is not liable for loss, theft, or damage to guests’ personal property. 9.2 Guests are responsible for any damages caused to hotel property.
Force Majeure: 10.1 The hotel is not liable for any failure to perform its obligations due to unforeseen circumstances beyond its control.
Third Party Rights: 11.1 Only registered guests are entitled to hotel services and amenities.
Waiver: 12.1 Failure to enforce any provision of these terms does not constitute a waiver of that provision.
Severance: 13.1 If any provision of these terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

By booking a stay at our hotel, guests agree to abide by these terms and conditions. The hotel reserves the right to amend these terms as necessary, with any changes being effective upon posting.