Visitor Complaint Form

1. The Purpose of the procedure

The purpose of this procedure is not only to systematize the way in which the complaints of the Visitors of the Villa are dealt with, so that with the proper handling the Visitors to be satisfied with the Villa's response, but also the Villa’s Manager to use the "voice" of its Visitors to plan and implement improvements to its systems and processes.

2. Application limits of the procedure and implementing practices

This procedure applies throughout the duration of the use of the Villa by its Visitors and for all complaints brought to the knowledge of the Villa’s Manager in any way (verbal, written, etc.). The Villa’s Manager is responsible for enforcing, implementing or modifying this procedure.

3. Description of the procedure

3.1. A complaint is defined as: any form of observation, labeling or suggestion that comes from the Visitor's part and concerns the quality, cost or agreed delivery of the services of the Villa to them.

Any kind of complaint can come from by direct announcement by the Visitor(s).

3.2. The Villa’s Manager monitors, examines and attempts to satisfy effectively, if there are any Visitor(s) complaints.

For this purpose, as soon as such a complaint occurs, the following procedure is followed:

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• a) A discussion with the complainant Visitor requires clarification of the matter and investigates the "merits" of the complaint;
• b) If the complaint is well founded, the causes that created it are investigated;
• c) Identifying corrective actions to eliminate (complaints) effectively in the future;
  
• d) Identifying the necessary preventive actions to avoid recurrence;
  
• e) Informing all those who are involved in full compliance with the identified preventive and corrective actions;
  
• f) Informing the complainant Visitor of all handling of her/his complaint and how to prevent and avoid recurrence;
  
• g) Considering whether the same complaint affects other Visitor(s) of the Villa for similar actions.
  

The following Visitor Complaint Form is compiled and used for this purpose and after it has been filled in by the complainant Visitor, it is kept by the Villa’s Manager.