Complaints

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COMPLAINTS PROCEDURE

Dear guest!

Making a complaint

If you have any complaints or concerns about the service that you have received or from the staff working for this practice, please let us know. We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of minutes or at most a hours – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

• Within 1 months of the incident that caused the problem; or

• Within 2 months of discovering that you had a problem, provided that is within 2 months of the incident.

The  Manager, Bogdan N(From Antique Management Team), will be pleased to deal with any complaint. He will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:

In person – ask to speak to Mr Bogdan

In writing – some complaints may be easier to explain in writing

– please give as much information as can, then send your complaint to the practice for the attention of the  Manager as soon as possible. You can ask reception for a complaints form to use for this purpose.

What you can do next

We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice. However this does not affect your right to approach the channel you’ve booked if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint.

Antique Hostel Bucharest provide confidential advice and support, helping you to sort out any concerns you may have about the service we provide, guiding you through the different services available from the AHB.

Telephone 0040 728 711 782, email: office@antiquehostel.ro

If you remain dissatisfied with the outcome of any investigation, please contact the Head Complaints Manager on 0040 723 716 229, Email: and_nitu@yahoo.com as soon as possible, who will be able to help you further. If you still remain dissatisfied with the responses to your complaint, you have the right to refer the matter to: booking channel you had reservation with to write them as well.

What we shall do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. We shall acknowledge your complaint within 1-6 hours and aim to have fully investigated within 1 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:

• find out what happened and what went wrong

• make it possible for you to discuss the problem with those concerned, if you would like this

• make sure you receive an apology, where appropriate

• identify what we can do to make sure the problem doesn’t happen again

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this. Please ask reception for a complaints consent form.

Antique Hostel Bucharest

2A, Splaiul Independentei,

030099, Sector 3, Bucharest

Romania

+40 31 425 8519

 

Thanks you!

Sincerely,

Bogdan N