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.
Please contact our Guest Relations Team, on 0121 285 1250 or email firstname.lastname@example.org to outline the problem or issue.
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.
If you are unhappy with the response you have received please contact the Managing, Tracey Stephenson on 0121 285 1250 or email email@example.com. Tracey will review the complaint and come back to you within 48 hours.
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
"Someone has put a lot of thought into making the stay a wonderful experience for guests, and it shows." Made for Mums
"Why go? For an ultra-stylish taste of Birmingham..." Red online
"I liked the fact that all the food products were fairtrade/organic (excellent!). The flat was lovely, wish I had somewhere like that in London.." Kate Cater, Life & Style Editor, The Guardian