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.