HOTEL ILIOS *** (lat. 35.318658 - long. 25.388213)

NEWS & EVENTS

WiFi
Free WiFi HotSpots, ask at the reception!

CONTACT

HOTEL ILIOS
2 Omirou Street
Hersonissos 70014
Crete, GREECE

Tel:  (0030)28970-22500
Fax: (0030)28970-22582
Email: info(at)hotelilios.gr

 

COMPLAINTS MANAGEMENT POLICY AND PROCEDURE


ILIOS Hotel aims to continuously improve its services to its customers. Effective complaint handling is a prerequisite for providing quality services and a source of information to identify weaknesses in hotel policies and procedures.

Policy Statement

ILIOS Hotel through this policy is committed to effectively manage complaints promptly and fairly, ensuring that:
• We will not charge you for making a complaint.
• Your complaints will be investigated in depth, will be handled in an efficient and effective manner and you will be treated courteously.
• We will always observe privacy and confidentiality of any personal data.
• We will be fair both to you and any employee for whom a complaint may refer to.
• Any individual involved in the complaint or responsible for the management of the complaint will not participate in the investigation process should there be conflict of interest.
• Our employees will undergo continuous training on the Complaint Management Policy and will have direct access to related documentation.
• Our Board of Directors, management and employees acknowledge your right to file a complaint and are committed to the efficient and fair resolution of complaints or problems that may arise from the services we provide.
• The complaints management system included in this Policy and internal procedures will be reviewed periodically (at least annually), aiming to enhance the transparency, efficiency and the greatest possible satisfaction of Kalypso Hotel guests.
• Our Complaints Management Policy will always be available on our website: www.hotelilios.gr

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 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 info@hotelilios.com to investigate the matter independently. We expect from you:
- 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.

Having received a reply from the Hotel's Management and if you are still not satisfied with the way in which your complaint has been handled, you may then write to:
General Manager
K. Androulakis S.A.
Omirou 2, Chersonissos
70014
Crete, Greece

• Response timeframes in complaints handling
- Acknowledgement of your complaint within 4 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 in writing. In our letter, 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.

• Status update request
Should you wish to request an update at any stage of the complaint investigation, you can do so by contacting the hotel.