Guest Services Birmingham

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Complaints

Sometimes, no matter how hard we try, things go wrong. On the rare occasion that it does, we're at the end of the phone 24 hours a day.

If we can't resolve a problem then we will make sure we deal with your complaint fairly - as we would expect to be dealt with ourselves.

We believe that our guests are our most powerful marketing tool; our best brand ambassadors. 35% of our new business comes via word of mouth, so it's incredibly important to us that our guests have a great stay.

Thankfully we rarely receive a complaint, but on the odd occasion that we do, here's how we will handle it. There are three potential stages to the procedure but we aim to deal with everything at stage one.

Stage one
Please contact our Guest Relations Team, on 0121 285 1250 or email [email protected] to outline the problem or issue.

We will try to deal with the complaint on the spot (either in person or over the phone) when it is straightforward and easy to resolve.

For more complex complaints, we will carry out a thorough investigation and where we have made a mistake, we will acknowledge it and try to make it right.

If the complaint is about something outside of our control, we will advise on how the issue can best be taken forward and, if appropriate, take the matter up on your behalf.

We will summarise all our actions in writing (via email) to you. We will acknowledge receipt of all complaints by email within 24 hours, but normally within the hour, and also aim to deal with them fully within that time. If we can't deal with the problem within the first 24 hours we will always advise on how long we think it will take.

Internally, all complaints and issues are logged. We always investigate what led to the problem to see whether there is anything we can do to avoid a similar problem arising again. We hold monthly meetings and go through any issues that have arisen as a standard part of our meeting agenda.

Stage two
If you are unhappy with the response you have received please contact the Managing, Tracey Stephenson on 0121 285 1250 or email [email protected] Tracey will review the complaint and come back to you within 48 hours.

Stage three
If you are still not happy with our response, then we suggest that you contact Quality in Tourism, the organisation that awards our star ratings. You can contact them on:

Quality in Tourism

a: Security House, Alexandra Way, Ashchurch, Tewkesbury, Gloucestershire GL20 8NB

t: 0845 300 6996

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Complaints

Sometimes, no matter how hard we try, things go wrong. On the rare occasion that it does, we're at the end of the phone 24 hours a day.

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