AKROTHEA
The Akrothea Hotel is committed to continuously improving the quality of service it provides to its guests. Effective complaint management is essential for delivering high-quality services and serves as a vital tool for identifying weaknesses in policies and procedures based on guest feedback.
To this end, the hotel has established and developed a Complaint Management Policy with clear guidelines on how complaints are received and handled. The implementation of this policy ensures that all submitted complaints are dealt with fairly, promptly, efficiently, and with confidentiality.
The hotel is committed to ensuring that complaint management is immediate and fair by guaranteeing that:
• Each complaint is thoroughly examined and handled with care.
• Fair treatment is provided to all individuals involved in the complaint.
• No charges are incurred for submitting a complaint.
• Personal data protection is maintained in accordance with European Union regulations and the Personal Data Protection Law.
• Complaints are recorded and analyzed periodically to identify and resolve procedural issues and prevent recurring errors.
• Individuals directly involved in a complaint or responsible for handling complaints will not participate in the investigation if a conflict of interest exists.
• Hotel staff receive continuous training and have direct access to the complaint management policy to ensure effective handling.
• All hotel staff acknowledge the guests’ right to submit complaints and are dedicated to resolving any issues fairly and efficiently.
The complaint management system outlined in this policy, along with internal procedures, will be reviewed at least annually to ensure ongoing transparency, efficiency, and the highest possible level of guest satisfaction.
Any guest staying at the hotel is entitled to submit a complaint.
If a guest is dissatisfied with any of the services provided, their first point of contact should be the hotel Reception. Our goal is to address concerns immediately and in real-time, ensuring an excellent experience for our guests—ideally before their departure.
If further investigation is necessary, an official complaint should be submitted in writing (via email) to pd_1@otenet.gr for independent review.
If the response received is unsatisfactory, guests may submit a formal written complaint to:
Akrothea Hotel
Goura, Corinthia
P.O. 20014, Greece
Attn: Georgios Daris
All official complaints must be submitted in writing to protect guests’ rights and ensure fair, discreet, and effective handling.
Required information from guests:
– Booking details (or travel agency reference) 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 is not possible, complaints will be processed within the following timeframes:
– Acknowledgment of receipt within two working days of submission.
– Investigation and response within 15 working days of receiving the complaint.
– Extended investigation: If additional time is required for a thorough review, guests will receive a written request for an extension, detailing:
– Any additional information required
– Actions taken so far
– Further steps planned to complete the investigation
– Final response will be provided within 10 working days from either the date of the extension request or the receipt of additional information.
Guests have the right to request updates on the progress of their complaint at any time by contacting the hotel.