{"id":5153,"date":"2022-01-19T21:26:45","date_gmt":"2022-01-19T21:26:45","guid":{"rendered":"https:\/\/thymishome.gr\/?page_id=5153"},"modified":"2023-05-15T07:59:55","modified_gmt":"2023-05-15T07:59:55","slug":"complaints-policy","status":"publish","type":"page","link":"https:\/\/thymishome.gr\/en\/complaints-policy\/","title":{"rendered":"Complaints Policy"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"5153\" class=\"elementor elementor-5153 elementor-5152\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-55bc024 elementor-section-full_width qodef-elementor-content-grid elementor-section-height-default elementor-section-height-default\" data-id=\"55bc024\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5abf0b6\" data-id=\"5abf0b6\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-da3edf5 elementor-widget elementor-widget-text-editor\" data-id=\"da3edf5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p class=\"c0\"><strong><span class=\"c1\">COMLAINTS MANAGEMENT POLICY AND PROCEDURE<\/span><\/strong><\/p><p class=\"c0\"><strong><span class=\"c5\"><br \/><\/span><span class=\"c1 c7\">Purpose and Objective<\/span><\/strong><\/p><p class=\"c0\"><span class=\"c5\">Thymi\u2019s Home aims to continuously improve the services provided to its clients. Effective complaints management is fundamental to the provision of quality services and provides a platform for obtaining feedback from its clients with the purpose of resolving disputes and reforming policies and procedures.<\/span><\/p><p class=\"c0\"><span class=\"c5\">For this purpose, the hotel has developed and established a Complaints Management Policy, which is designed to provide guidance on the way in which the Company receives and manages complaints. The application of this policy will ensure that complaints received are dealt with fairly, promptly and in an efficient and confidential manner.<\/span><\/p><p class=\"c0\"><strong><span class=\"c1 c7\">Policy Statement<\/span><\/strong><\/p><p class=\"c0\"><span class=\"c5\">Thymi\u2019s Home through this policy is committed to effectively manage complaints promptly and fairly, ensuring that:<\/span><\/p><ul class=\"c6 lst-kix_list_10-0 start\"><li class=\"c2\"><span class=\"c5\">Your complaints will be investigated in depth, will be handled in an efficient and effective manner and you will be treated courteously.<\/span><\/li><li class=\"c2\"><span class=\"c5\">We will be fair both to you and any employee for whom a complaint may refer to.<\/span><\/li><li class=\"c2\"><span class=\"c5\">We will not charge you for making a complaint.<\/span><\/li><li class=\"c2\"><span class=\"c5\">Our Complaints Management Policy will always be available on our website <a href=\"http:\/\/www.thymishome.gr\" rel=\"nofollow\">http:\/\/www.thymishome.gr<\/a><\/span><\/li><li class=\"c2\"><span class=\"c5\">We will always observe privacy and confidentiality of any personal data, in line with the European Union directives and the \u201cProcessing of Personal data (Protection of Individuals) Law of 2001\u201d.<\/span><\/li><li class=\"c2\"><span class=\"c5\">We will record and analyse complaints on a regular basis for the identification and rectification of erroneous procedures and practices as well as for the avoidance of recurring omissions.<\/span><\/li><li class=\"c2\"><span class=\"c5\">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.<\/span><\/li><li class=\"c2\"><span class=\"c5\">Our employees will undergo continuous training on the Complaint Management Policy and will have direct access to related documentation in order to facilitate the effective handling of complaints.<\/span><\/li><li class=\"c0 c10\"><span class=\"c5\">Our Board of Directors, 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.<\/span><\/li><\/ul><p class=\"c0\"><strong><span class=\"c1 c7\">Review of the Complaints Management Policy<\/span><\/strong><\/p><p class=\"c11\"><span class=\"c5\">The complaints management system included in this Policy and internal procedures will be reviewed periodically (at least annually) aiming to enhance the transparency, efficiency and the greatest possible satisfaction of the clients of Thymi\u2019s Home.<\/span><\/p><p class=\"c0\"><span class=\"c1\">Complaints Procedure\/Lodging a Complaint<\/span><\/p><p class=\"c0\"><strong><span class=\"c1\">1.\u00a0\u00a0\u00a0\u00a0Who can file a complaint<\/span><\/strong><\/p><p class=\"c0\"><span class=\"c5\">Any complaint can be submitted by a guest of the hotel.<\/span><\/p><p class=\"c0\"><strong><span class=\"c1\">2.\u00a0\u00a0\u00a0\u00a0First point of contact<\/span><\/strong><\/p><p class=\"c0\"><span class=\"c5\">Should you worry about any aspect of the services we offer, your first point of contact should be the hotel\u2019s reception. Our aim is to promptly resolve any possible issue you might have, prior to your departure, so as to ensure a perfect experience of the hotel.<\/span><\/p><p class=\"c0\"><strong><span class=\"c1\">3.\u00a0\u00a0\u00a0\u00a0Complaints procedure steps<\/span><\/strong><\/p><p class=\"c0\"><span class=\"c5\">If you find it necessary to pursue the matter further, you should submit a formal complaint letter (by electronic mail) addressed to info@thymishome.gr tol investigate the matter independently.<\/span><\/p><p class=\"c0\"><span class=\"c5\">Having received a reply from the Hotel\u2019s Management and if you are still not satisfied with the way in which your complaint has been\u00a0handled,\u00a0you may then write to:<\/span><\/p><p class=\"c0\"><strong><span class=\"c1\">General Manager<\/span><\/strong><\/p><p class=\"c0\"><strong><span class=\"c1\">Touristic Enterprises Company \u201cThymi\u2019s Home\u201d S.A.<\/span><\/strong><\/p><p class=\"c0\"><strong><span class=\"c1\">3, Delfon st<\/span><\/strong><\/p><p class=\"c0\"><strong><span class=\"c1\">14561 Kifisia<\/span><\/strong><\/p><p class=\"c0\"><span class=\"c1\"><strong>Greece<\/strong><br \/><br \/><\/span><span class=\"c5\">We strongly recommend that you make any formal complaint in writing in order to protect your interests. This will support our objective\u00a0of ensuring any complaints received are dealt with fairly, promptly, efficiently and in confidence.<\/span><\/p><p class=\"c0\"><strong><span class=\"c1\">We expect from you:<\/span><\/strong><\/p><p class=\"c0\"><span class=\"c5\">\u00a0&#8211; To indicate information about your reservation (or tour operator) as well as your full contact details<\/span><\/p><p class=\"c0\"><span class=\"c1\">\u00a0&#8211;\u00a0<\/span><span class=\"c5\">To describe your complaint clearly and accurately<\/span><\/p><p class=\"c0\"><span class=\"c5\">\u00a0&#8211; To be specific with respect to the reasons for which you are filing a complaint<\/span><\/p><p class=\"c0\"><span class=\"c5\">\u00a0&#8211; To mention your expectations clearly, in regards to the resolution of the issue<\/span><\/p><p class=\"c0\"><strong><span class=\"c1\">4.\u00a0\u00a0\u00a0\u00a0Response timeframes in complaints handling<\/span><\/strong><\/p><p class=\"c0\"><strong><span class=\"c1\">\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/span><span class=\"c5\">If your complaint can not be resolved immediately, its investigation will go through the following timeframes:<\/span><span class=\"c1\">\u00a0<\/span><\/strong><\/p><p class=\"c0\"><span class=\"c5\">&#8211; Acknowledgement of your complaint within 2 working days of receipt.<\/span><\/p><p class=\"c0\"><span class=\"c5\">&#8211; Your complaint will be addressed within 15 working days. A relevant response will be sent immediately.<\/span><\/p><p class=\"c0\"><a id=\"h.gjdgxs\"><\/a><span class=\"c5\">&#8211;\u00a0On rare occasions where more time is required for the proper and detailed investigation of your complaint, an extension period\u00a0will\u00a0be\u00a0requested\u00a0in writing. In our letter, besides any additional information that we may request, we will inform you of our actions taken so\u00a0far\u00a0and any further actions required for the completion of the investigation.<\/span><\/p><p class=\"c0\"><span class=\"c5\">&#8211; Our aim is to ensure that you receive our final response within 10 working days from the time of the extension notification or the receipt\u00a0of\u00a0any\u00a0extra information requested from you.<\/span><\/p><p class=\"c0\"><strong><span class=\"c1\">5.\u00a0\u00a0\u00a0\u00a0Status update request<\/span><\/strong><\/p><p class=\"c3\"><span class=\"c5\">Should you wish to request an update at any stage of the complaint investigation, you can do so by contacting the\u00a0hotel.\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>COMLAINTS MANAGEMENT POLICY AND PROCEDURE Purpose and Objective Thymi\u2019s Home aims to continuously improve the services provided to its clients. Effective complaints management is fundamental to the provision of quality services and provides a platform for obtaining feedback from its clients with the purpose of resolving disputes and reforming policies and procedures. For this purpose, [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-full-width.php","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"class_list":["post-5153","page","type-page","status-publish","hentry"],"aioseo_notices":[],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/thymishome.gr\/en\/wp-json\/wp\/v2\/pages\/5153","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/thymishome.gr\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/thymishome.gr\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/thymishome.gr\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/thymishome.gr\/en\/wp-json\/wp\/v2\/comments?post=5153"}],"version-history":[{"count":6,"href":"https:\/\/thymishome.gr\/en\/wp-json\/wp\/v2\/pages\/5153\/revisions"}],"predecessor-version":[{"id":7071,"href":"https:\/\/thymishome.gr\/en\/wp-json\/wp\/v2\/pages\/5153\/revisions\/7071"}],"wp:attachment":[{"href":"https:\/\/thymishome.gr\/en\/wp-json\/wp\/v2\/media?parent=5153"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}