Hotel Boutique Naftilos maintains a procedure on how to handle the complaints expressed by their clients in order to improve its services. The Complaints Policy reflecting the process on how we receive and manage complaints.
It is of great importance to us to analyse and discuss in depth all complaints made by our clients so that necessary actions are taken to ensure that no similar complaints are made. In that case, our hotel ensures the following:
Any compliant can be submitted by a guest of the hotel
We will always observe privacy and confidentiality of any personal data
Our Management and Employees acknowledge your right to file a complaint related to the services we provide.
A Customer Complaint Form will always be available on our Reception and all filed complaints will be all reviewed by the Management
Our Employees will be familiar with this procedure
Our Complaints Policy will always be available at www.hotelnaftilos.gr
Complaints procedure steps
If you observe any aspect that need further consideration for the services we offer, your first point of contact should be the hotel’s reception. Our purpose is to satisfy our clients and find a prompt solution prior their departure. However, if you consider it necessary you can either complete the Customer Compliant Form, which will be available to the hotel’s reception, or write to:
N. ANDREADIS – G. KARAGIANNIS S.A “Naftilos Boutique Hotel”
Our expectation is to receive clearly and accurately complaints, full contact details and full information of their reservation as well as the expectations that they have.
Our aim is to find a prompt and efficient solution immediately. If this cannot be done, an investigation procedure will take place and a relevant response will be sent within 15 days of the submission of the complaint. If an extension is required, it will be asked in writing.
Our clients are always welcome to contact our Hotel if they need further information regarding the complaint investigation.