FORMAL
COMPLAINTS PROCEDURE

1. Introduction
Our company is committed to providing excellent service to all our guests. To ensure that concerns are addressed effectively, we have implemented the following formal complaints procedure. This procedure outlines the steps guests should take to resolve any issues or concerns they may have.

2. Initial Contact
All guests with concerns or issues should first contact our Guest Support team via email. The Guest Support team is trained to handle a wide range of issues and will work to provide a satisfactory resolution as quickly as possible.

3. Escalation Process
If a guest finds the response from the Guest Support team unsatisfactory, they may escalate the matter directly to the Guest Support Manager. The escalation can be done by following the instructions provided in the response from the Guest Support team.

4. Centralised Complaint Management
Please note that all complaints are managed through a single platform. This ensures that all matters are properly tracked and managed, and are directly overseen by the Guest Experience team to ensure consistency and fairness in handling.

5. Confirmation of Correct Process
We confirm that if the steps above have been followed, guests have adhered to the correct complaints process.

6. Conclusion
We are dedicated to addressing all complaints promptly and fairly. Your feedback is important to us, and we thank you for following the formal complaints procedure.