COMPLAINT RESOLUTION POLICIES
At Belle Maison Parosand Danang Hotel, we are committed to delivering an exceptional stay experience. This Complaint Resolution Policy ensures that all issues are handled promptly, professionally, and with the utmost dedication to customer satisfaction.
I. Purpose and Importance of the Policy
– Protecting Customer Rights: Ensures all customers are heard and their concerns are resolved fairly.
– Enhancing Hotel Reputation: Professional complaint resolution leaves a positive impression on guests.
– Improving Service Quality: Helps identify and promptly rectify service shortcomings.
II. Complaint Handling Procedure
– Receiving the Complaint: Hotel staff receive complaint information directly from the customer.
– Recording the Complaint: All details, including time, location, and nature of the issue are documented accurately.
– Processing the Complaint: The issue is verified, an appropriate solution is identified, and the guest is notified. We aim to respond within three (03) business days from the date of receiving the complaint. In cases of force majeure, both parties will negotiate a resolution.
– Follow-up and Feedback: The process is monitored and customers are updated on the resolution progress.
III. Channels for Submitting Complaints
Guests may file complaints via the following methods:
- In person: Directly with the front desk staff
- By email: booking@bellemaisondanang.com
- By phone: (+84) 236 392 86 88
Our team is always ready to assist you promptly and courteously.