SLEEPING BEAR HOTELS COMPLAINTS PROCEDURE 

PURPOSE AND OBJECTIVE

Sleeping Bear Hotels aims to continuously improve the services provided to its guests. Effective complaints management is fundamental to the provision of quality services and provides a platform for obtaining feedback from its guests with the purpose of resolving disputes and reforming policies and procedures.

POLICY STATEMENT

Sleeping Bear Hotels through this policy is committed to effectively manage complaints promptly and fairly, ensuring 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 not charge you for making a complaint.
We will always observe privacy and confidentiality of any personal data. Any individual involved in the complaint, or responsible for the management of the complaint, will not participate in the investigation process should there be conflict of interest.
Our Managing Director, 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.

LODGING A COMPLAINT

Lodge a complaint using our online complaints form.  

We expect from you:

  • To fill out all fields on the complaint form – to describe your complaint clearly and accurately

  • To be specific with respect to the reasons for which you are filing a complaint

  • To mention your expectations clearly, in regards to the resolution of the issue

RESPONSE TIMEFRAMES IN COMPLAINTS HANDLING

  • You will receive acknowledgement of your complaint within 3 working days of receipt.

  • Our aim is to ensure that you receive our final response within 14 working days.

  • On rare occasions where more time is required for the proper and detailed investigation of your complaint, an extension period will be requested by email. In our email, besides any additional information that we may request, we will inform you of our actions taken so far and any further actions required for the completion of the investigation.

  • For any refunds issued over the value of £500, the Hotel reserves the right to pay in installments in order to protect the cashflow position of the Hotel.

Please note that our legal team review the results of our investigations and proposed resolutions.