Menu

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


COVID-19 Preventive measures and regulations

We are doing our best to prepare our premises for your future holidays.

 

Your safety comes first!

With this information we wish to vanish any anxiety you may have and assist you to decide which option of booking fits best to your travel needs and make sure you are informed of our safety precautions.

 

If you already have a booking with us:

If you have booked your stay directly through our website or our reservations team on a non-refundable rate and has an arrival date till June 30RD you may:

  1. Rebook your stay for the period 1/7 – 10/10/2020 under the same terms & conditions and without any cancelation fees apart from the rate difference according to the new travel dates and get a complimentary room upgrade up on availability.
  2. Take an open date Voucher valid for 18 months ahead, without any cancelation fees and equal to the total money you have paid for your booking, which you will have the chance to offset with your future reservation cost.

In case you do not redeem your voucher within 18 months from the issue date, the entire amount will be returned to you at that time.
We would like to let you know that, faced with the unprecedented turn of events, the Greek state, as well as other EU countries, recently passed a law that allows businesses in the travel industry to issue such a voucher instead of extending an immediate refund.

We assure you that we will show you the same flexibility and respect, honoring your booking at any time over the next 18 months.

 

Reservations made via travel agents

Customers who have made reservations through travel agents or other third-party travel professionals, are advised to contact them directly for information regarding their cancellation or the possibility of rebooking policies.

  

 

Safety comes first at Sirena!

We provide a safe environment that aligns in full with professional protocols from the Greek Government regulations and the World Health Organization against COVID-19, already having a complete action plan and obtained a “Health First” certificate. We are redefining our already high standard cleaning and safety procedures by providing enhanced training to our Team Members, to ensure our guests enjoy a worry-free stay.

Check in – Check Out

Safety measures for social distance, priorities to sensitive people groups and other measures will be kept strictly.
Also to allow enough time for proper cleaning and air refreshing check in and check out times are defined as follows

Check out: 11:00

Check in: 15:00

 

Public Spaces

The cleaning frequency has been increased while using appropriate disinfection products and highly trained staff. Increasing cleaning procedures for guest key cards and devices shared by associates have been implemented

 

Sanitizer

Hand sanitizing stations are installed in various locations around the hotel such as entrances, front desk, elevator areas, bars, public restrooms, floor foyers and meeting spaces.

 

Social Distancing

Signage in public spaces will remind our guests to maintain social distancing.

 

Guest Rooms

In guest rooms, we have elevated our protocols to thoroughly clean all surfaces with recommended professional cleaning products. We have also created a specific plan for extra disinfection of the most frequently touched guest’s room areas e.g. light switches, door handles, remote controls and more. All non-vital little things have been removed from the room. Housekeeping will not enter your room unless asked for. If you wish bed sheet change or towels the housekeeping will enter with all necessary precautions.

 

 

Breakfast areas 

Buffet will be operating under strict Protocol rules.

 

Pools

All pool personnel will practice safe social distance policies for all guests, keeping a certain number of guests in the pool. Our Indoor pools will remain closed.  Each sunbed will be disinfected after its use

 

Spa & Beauty facilities

We encourage guests to schedule their beauty facility appointments ensuring social distancing and safety. Furthermore, all equipment and tools will be sanitized immediately after use and in- between each guest.

Greece COVID-19 advise