We aim to provide services of a standard acceptable to all our clients, but it is inevitable that things will go wrong occasionally. If you are unhappy with an aspect of our service please let us know when this happens. This will enable us to deal with the specific problem, but also avoid it happening again. Equally, if you have any suggestions about how we might improve our service we will be happy to listen. This policy sets out the procedures we will follow when we receive a complaint.
Complaints are likely to cover one of the following areas
Dissatisfaction with our company service
Dissatisfaction with the hotel booked through our company
Any complaint which cannot be resolved at the hotel must be notified in writing to otel.com within 3 days of the groups check out date. A copy of the complaint must be also be submitted to and signed by the hotel manager.
Every complaint submitted in writing within 5 days of the event concerned will be initially responded to within 2 working days
DissatisfactionThe complainant will be kept up to date on a weekly basis
Complaints relating to hotel services will be forwarded to relevant party
Complaints should be resolved within 20 working days of the initial receipt
All complaints will be monitored and kept on file
The facilities advertised by the hotel were not available during my stay / There was maintenance work taking place at the hotel. Who must I complain to?
Any complaint relating to your hotel stay must be brought to the attention of the hotel management so that they can be given the opportunity to assist you at the time.
Any complaint which cannot be resolved at the hotel must be notified to our company by electronic mail or through the preferable method of the complaints form link above within 20 days of the check out date.
Otel.com cannot accept responsibility for any disturbance or for any facilities that may not be available at the hotel during your stay or not suited to individual tastes and preferences.
I am unhappy with your company service. Who must I complain to?
Any complaint must be notified to our company by electronic mail or through the preferable method of the complaints form link above within 5 days of the incident.