COMPLAINT HANDLING POLICY PARK HOTEL BÜKFÜRDŐ PARK HOTEL BÜKFÜRDŐ 9740 BÜKFÜRDŐ, TERMÁL KRT. 34. All customer complaints and the measures taken to resolve them must be recorded in the reservation system immediately during the given reservation. The current information about the guest field is used for this in the reservation system. The owner must be notified of the registered customer complaint in writing at the same time as the registration. A customer complaint is the customer’s right. In addition to complaints received locally, all reviews below 7 points (booking.com, szallas.hu, and own website) must be automatically evaluated as a customer complaint and investigated. In the case of Google, a score of 3 and below is considered an automatic complaint. Guests can make complaints verbally or in writing. All complaints must be remedied on site as soon as possible. Ensuring the existence of a protocol is a legal obligation in our guesthouse, so all verbal complaints can be immediately recorded in writing in the Protocol. If an immediate investigation of the complaint is not possible, the service provider is obliged to immediately record the complaint in a protocol and provide a copy of it to the consumer.
Purpose of the complaint handling policy The hotel has developed the following policy in order to meet the complaint handling needs of its guests at a higher level and to manage them efficiently .
Principles of the policy The principle of fully investigating and responding to complaints: The most important thing for the hotel is that its guests are always satisfied with the service provided by our hotel. That is why their complaints must be investigated impartially and fully, within the framework of an equal procedure which can provide us with important information. After investigating the complaint, the management of Park Hotel Bükfürdő undertakes to provide a response in detail, which details the results of the fully investigating the complaint, the proposed settlement, solution and relevant measures.
Scope of the regulation Personal scope The scope of this regulation covers all employees working in the hotel who come into direct contact with guests. These employees are obliged to familiarize themselves with the provisions of this regulation and are personally responsible for their compliance. Subject scope The scope of the regulation covers the complaint handling activities related to the reporting of complaints. This regulation does not cover the handling of reports that do not qualify as complaints.
Detailed provisions The complaint: A complaint is any objection to the service or omission of Park Hotel Bükfürdő, for which the complainant clearly and explicitly requests the pension’s procedure to be resolved. We ask our guests to report their objections directly to our hotel or to our contact details listed below, and not to contact any other body or authority. It is not considered a complaint if the guest requests general information, opinion or statement from the hotel.
The complainant: Any person who is a consumer according to the 1997 CLV Act on Consumer Protection who has used the services of the guesthouse can file a complaint. How to file a complaint: – verbal complaint – in person at our hotel, our address is 9740 Bükfürdő, Termál krt. 34. by phone at +3704488102 – written complaint – by post (9740 Bükfürdő, Termál krt. 34.) – by e-mail ([email protected]) – by writing a complaint in the customer book at our hotel
Complaint handling deadlines The hotel will respond to written complaints within the 30 days stipulated by law. We also treat letters sent to the above contact details as written complaints. In our hotel, we also treat written objections submitted to the customer book or in other formats as complaints. Oral complaints will be resolved on the spot and immediately by the competent hotel staff, if possible, and if this is not possible, a report will be made on the oral complaint. The report will be finalized with the complainant’s consent, if possible, and a copy will be given to the complainant. If the latter is not possible, the report will be sent at the same time as the response to the oral complaint at the latest – no later than the 30th day after receipt of the complaint.
A jegyzőkönyv felvételekor a Park Hotel Bükfürdő személyzete legalább az alábbi adatokat rögzíti:
a vendég (panaszos) neve, lakcíme,
a panasz előterjesztésének helye, ideje, módja,
a panasz részletes leírása, a panaszos által bemutatott iratok, dokumentumok és egyéb bizonyítékok jegyzéke,
a vállalkozás nyilatkozata a panasszal kapcsolatos álláspontjáról, amennyiben a panasz azonnali kivizsgálása lehetséges,
a jegyzőkönyvet felvevő személy és – telefonon vagy egyéb elektronikus hírközlési szolgáltatás felhasználásával közölt szóbeli panasz kivételével – a panaszos aláírása,
a jegyzőkönyv felvételének helye, ideje,
telefonon vagy egyéb elektronikus hírközlési szolgáltatás felhasználásával közölt szóbeli panasz esetén a panasz egyedi azonosítószáma.
When recording the minutes, the Park Hotel Bükfürdő staff records at least the following data: • the name and address of the guest (complainant), • the place, time and method of submitting the complaint, • a detailed description of the complaint, a list of documents, records and other evidence presented by the complainant, • a statement by the company on its position on the complaint, if immediate investigation of the complaint is possible, • the signature of the person recording the minutes and – with the exception of verbal complaints submitted by telephone or other electronic communication services – the signature of the complainant, • the place and time of recording the minutes, • in the case of verbal complaints submitted by telephone or other electronic communication services, the unique identification number of the complaint.
Handling of complaints Our hotel registers all complaints, paying particular attention to the protection of personal data. The personal data requested serves only the purpose of identification and may not be used for any other data collection purpose. The data of the guest submitting the complaint must be handled in accordance with the provisions of Act CXII of 2011 on the Right to Informational Self-Determination and Freedom of Information.
During the complaint handling process, the following data may be requested from the guest: • name • address, registered office, mailing address • telephone number • method of notification • service affected by the complaint • description and reason for the complaint • complainant’s claim • copy of documents necessary for the investigation of the complaint • valid authorization in the case of an authorized customer • description of any other data or circumstances that may be necessary for the investigation of the complaint. The guest’s personal data listed above is required for the purpose of identification and efficient case management.
Complaint registration: The Park Hotel Bükfürdő’s filing system records the complaints received according to uniform principles. The registration is designed so that the date of the response can be clearly determined from it. The registration is suitable for revealing, identifying the facts that are the cause of the complaint, correcting and summarizing the revealed facts and events. Complaint investigation: The investigation of the complaint is free of charge. The investigation of the complaint is carried out taking into account all the relevant circumstances. The language of the complaint is Hungarian. Any employee of the hotel who was aggrieved by the measure or participated in the decision may not participate in the decisions related to the complaint. In all cases of complaints related to quality complaints, the form “Minutes of the Consumer’s Quality Complaints” must be filled out, regardless of whether the complaint is written or oral. The content of the minutes is regulated by Decree 49/2003 of the Ministry of the Interior.
Administrative responsibilities related to complaint handling: Additional options for the customer to enforce their rights In the event of the complaint being rejected or the 30-day statutory response deadline for investigating the complaint having expired, the guest may turn to the following bodies and authorities: If the guesthouse’s complaint handling activities were not to the satisfaction of the complainant, or the guesthouse has rejected his/her complaint, he/she may request free proceedings from the regionally competent Conciliation Bodies. To initiate the procedure, the guest who qualifies as a consumer may initiate the procedure by contacting the Conciliation Body operating under the competent county chamber of commerce of the consumer’s place of residence or the place of activity of the service provider. The list of county organisations can be found, among others, on the website www.bekeltetes.hu. In cases like this, the consumer has the opportunity to go to court, for example if conciliation has not brought a satisfactory result for him/her. Contact information for the regional organization: Győr-Moson-Sopron County Conciliation Board Contact information: 9021 Győr, Szent István út 10/A Telephone: +36 96 520 217 E-mail: [email protected]
If the hotel has violated the legal regulations provided to the consumer during the complaint handling process (including, among other things, not providing a timely or substantive response to the written or oral complaint, misleading the consumer, or committing another legal violation related to consumer protection), the consumer may contact the territorially competent body of the National Consumer Protection Authority (NFH). The territorial bodies of the NFH are the Consumer Protection Inspectorates of the county Government Offices, which can be found in every county seat. Complaints records: The hotel stores written complaints in a clearly identifiable and retrievable manner for the following period: • 5 years in the case of entry in the customer book • 5 years in the case of electronic mail, the time, subject, and response time for the complaint • 5 years in the case of postal mail • Final provisions Entry into force: The provisions of the regulations shall apply from this date until withdrawn.
The internal rules for handling customer complaints are as follows: 1.) Try to handle the guest complaint in a way that other guests in the house cannot see it! 2.) Try to have the complainant express his/her opinion in a calm manner! 3.) If possible, make the guest feel that we are there for him/her! 4.) Show sympathy and regret to the guest, but only for the guest’s bad mood. It is important that until we know the actual content of the complaint, we do not apologize, only when it is clear that we were at fault.
5.) The guest must be listened to until he or she fully explains his or her problem, and his or her anger should subside by then. It is important to note what the complaining guest says, thereby expressing the importance of the complaint! 6.) You should try to get the guest to provide relevant information, which you can influence with open-ended questions. (What happened? Who is the problem related to? Where did the problem arise? When did it happen? etc.) 7.) Summarize the incident concisely and to the point, to make sure that you have understood the exact complaint and that the guest feels that you are paying attention. This repetition is especially important to avoid any misunderstanding between the two parties.
8.) If a genuine complaint has been made, immediately apologize to the guest on behalf of the accommodation! The apology should be authentic and sincere, and should not only be expressed verbally, but also with non-verbal means (body language)! Formal apologies are impolite and hurtful. 9.) Based on the case we have learned, the following should be assessed: – Are we entitled to handle the complaint? – Do we have the authority to handle the complaint? – How long will it take to handle the complaint? – What procedure can be used to resolve the problem? 10.) Inform the guest about the complaint handling process and the deadline for handling the complaint. It is important to adhere to these! A basic rule is to set a longer deadline for handling the complaint than the time it takes to resolve the case, because with quick action the guest
we will achieve satisfaction! 11.) The complaint should never be handled in front of the guest, we should always work discreetly! 12.) During the complaint handling process, the guest must be informed objectively! 13.) During the complaint handling process, the guest must act in a proper and commercially correct manner! 14.) It is a basic requirement that the guest is satisfied with the action taken! 15.) The apology must be confirmed and the expression that the guest has not become distrustful of the accommodation must be expressed, and the guest must be encouraged to be a guest of the house again. Bükfürdő, 2024. 04. 25.
