Complaint Handling Policy

Our vision

We want our guests to have an unforgettable holiday every time they stay with us and our stuff goes to great extents to make this happen. We know that sometimes things can go wrong and we appreciate the feedback on where we can improve and what we can do better.

Purpose and objective

Sirena Residence & Spa Hotel is committed to continuously improve the services that provide to its guests. Effective complaints management is fundamental to the delivery of quality services and provides a platform for obtaining feedback from its guests with the purpose of resolving disputes and reforming policies and procedures.

For this purpose, the hotel has developed and established this complaint handling policy, which is designed to provide guidance on the way in which the Company receives and manages complaints. The application of this policy will ensure that complaints received are dealt fairly, promptly and in an efficient and confidential manner.

Policy statement

Sirena Residence & Spa through this policy is committed to effectively manage complaints promptly and fairly, ensuring its customers that:

• Your complaints will be investigated in depth, will be handled in an efficient and effective manner and you will be treated courteously.
• We will be fair both to you and any employee for whom a complaint may refer to.
• We will always observe the privacy and confidentiality of any personal data.
• Our employees will undergo continuous training on the Complaint Management Policy and will have direct access to related documentation in order to facilitate the effective handling of complaints.
• The 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 Sirena Hotel guests.
• Our Complaints Management Policy will always be available on our website at the URLs: sirena.gr/complaint-handling and www.sirena.gr/policies

Logging a complaint / Procedure

Any guest of the hotel can submit a complaint.

Should you have concerns about any aspect of the services we offer, 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.

All complaints made verbally are recorded in our Front Desk log book with details at the time the complaint is made. Details of all communication with the customer and any actions to resolve the complaint will also be recorded in the same place

Any complaints concerning maintenance issues are recorded in the Service & Maintenance log book and are always monitored until completion.

Our written guest recommendation cards (that are placed in every hotel room) are filed according to date and are also recorded into a database used for reference and research.

Virtual complaints through review sites and social media are also responded online.

If you find it necessary to pursue the matter further, you should submit a formal complaint letter (by electronic mail) addressed to info@sirena.gr 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

Complaints response timeframes

If the complaint can’t be resolved immediately, the customer will be given a timeframe, a contact person and details of our complaint handling process. Where possible, the staff member taking the complaint details will be the contact person.

Status update request

Should you wish to request an update at any stage while your complaint is under investigation, you can do so by contacting the hotel at our email:  info@sirena.gr

Sirena Hotel Complaint Handling PolicyDownload in pdf