If the guest discovers a defect, they are entitled to file a complaint. The guest must report the defect immediately to the staff member who provided the service. A designated employee of the accommodation provider will decide on the complaint. If necessary, a complaint report will be drawn up, stating the nature of the defect. The designated employee is required to decide on the complaint immediately after assessment, or within 7 days in complex cases.
The guest files a complaint by contacting the accommodation provider. If the nature of the service being complained about requires it, the guest must also present the item in question when filing the complaint.
When providing accommodation services, the guest has the right to request the removal of a defect related to the suitability and equipment of the accommodation unit. If the defect cannot be removed, an alternative service will be provided. If it is not possible to offer an alternative service, a discount on the service price will be given.
The consumer, when filing a complaint, must provide proof of payment for the services that are being complained about.
This Complaints Policy comes into effect on June 1, 2022.
