Purpose and Objective
The Swan hotel & spa aims to continuously improve the services provided to its guests. Effective complaints management is fundamental to the provision of quality services and provides a platform for obtaining feedback from its guests with the purpose of resolving disputes and making sure every guest is heard and leave feeling like they have a positive opinion of The Swan Hotel.
Complaints Procedure/Lodging a Complaint
Who can file a complaint
Any complaint can be submitted by a guest of the hotel.
First point of contact
Should you worry about any aspect of the services we have provided, and are still in the hotel, your first point of contact should be the hotel’s reception. Our aim is to promptly resolve any possible issue you might have, prior to your departure.
Complaints procedure steps
If you find it necessary to pursue the matter further, you should submit a formal complaint letter (by electronic mail) addressed to our Guest services manager to investigate the matter independently. (yasmin.addison@swanhotel.com)
Please help us as much as possible by trying:
– To indicate information about your reservation (or tour operator) as well as your full contact details
– To describe your complaint clearly and accurately
– To be specific with respect to the reasons for which you are filing a complaint
– To mention your expectations clearly, in regards to the resolution of the issue
Response timeframes in complaints handling
– Acknowledgement of your complaint within 3 working days of receipt.
– Your complaint will be addressed within 15 working days. A relevant response will be sent immediately.
– On rare occasions where more time is required for the proper and detailed investigation of your complaint, an extension period will be requested via email or phone, besides any additional information that we may request, we will inform you of our actions taken so far and any further actions required for the completion of the investigation.
– Our aim is to ensure that you receive our final response within 10 working days from the time of the extension notification.
We really appreciate all of your feedback, and we can only learn from any aspects we may have gotten wrong this time.
