Complaint Management Policy and Procedure

Objectif

At PREMIER SUITES Europe, we are committed to delivering a consistently high standard of service across all our locations. We recognise that, on occasion, issues may arise. Managing complaints effectively allows us to address concerns promptly, learn from feedback, and continually improve our guest experience.

This Complaints Management Policy outlines how we receive, investigate, and resolve complaints in a fair, transparent, and timely manner.

Our Commitment

We are committed to ensuring that:

• All complaints are handled professionally, respectfully, and without bias.
• Complaints are investigated thoroughly and responded to as quickly as possible.
• Guests are treated courteously throughout the process.
• No charge is applied for submitting a complaint.
• Privacy and confidentiality are maintained at all times in line with applicable data protection legislation.
• Complaints are recorded and reviewed regularly to identify trends and improve our services.
• Any potential conflict of interest is avoided during the investigation process.
• Our teams receive appropriate training to manage complaints effectively.
• Guests have the right to raise concerns and expect a fair resolution.

Policy Review

This Complaints Management Policy and related procedures are reviewed at least annually to ensure they remain effective, transparent, and aligned with best practice.

Complaints Procedure

Who Can Make a Complaint
Any guest who has stayed at a PREMIER SUITES Europe property may submit a complaint regarding their experience.

First Point of Contact
If you have a concern during your stay, we encourage you to speak with the reception team at the property as soon as possible. Many issues can be resolved immediately, helping to ensure your stay remains enjoyable.

Submitting a Formal Complaint
If the matter cannot be resolved on-site, you may submit a formal complaint in writing via email to info@premiersuiteseurope.com. Written complaints allow us to fully understand the issue and investigate it thoroughly.

When submitting a complaint, please include:

• Your reservation details or booking reference.
• Your full contact information.
• A clear and accurate description of the issue.
• Relevant dates and details.
• Your expectations regarding resolution.

Complaint Handling Timeframes

Where a complaint cannot be resolved immediately, the following timeframes apply:

• Acknowledgement of receipt within 2 working days.
• A full response issued within 15 working days.
• If additional time is required due to the complexity of the matter, we will notify you in writing, outlining progress to date and any further information required.
• Our aim is to provide a final response within 10 working days of receiving any additional information or issuing an extension notice.

Requesting an Update

You may request an update on the status of your complaint at any stage by contacting the relevant PREMIER SUITES property.