Complaint Policy

At Amazing Relocations, we are committed to providing our guests with the highest level of service and hospitality. However, we understand that sometimes things may not go according to plan, and guests may need to make a complaint. We take all complaints seriously and aim to resolve them promptly and fairly. Our complaint policy outlines the steps we take to handle complaints:

Complaints Procedure:

Guests should raise any complaints by email at complaints@amazingrelocations.com as soon as possible during their stay or within 24 hours of departure.
The duty manager will acknowledge receipt of the email within 24 hours and investigate the complaint immediately.
The duty manager will record the details of the complaint and investigate the issue immediately.
We will aim to provide a full response to the guest's complaint within 7 working days of receiving it. If we are unable to respond within this timeframe, we will keep the guest informed of our progress.

Complaint Categories:

We categorize complaints into the following categories:

Maintenance issues: If there are any issues with the room or facilities, the guest should notify the duty manager immediately, and we will aim to resolve the issue as quickly as possible.
Service issues: If there are any issues with the service provided by our staff, the guest should notify the duty manager immediately, and we will investigate the matter and take appropriate action.
Noise issues: If there is excessive noise that is disrupting the guest's stay, the guest should notify the duty manager immediately, and we will take steps to reduce the noise level.
Other issues: If the guest has any other concerns or complaints, they should notify the duty manager immediately, and we will investigate the matter and take appropriate action.

Resolution:

We aim to resolve all complaints as quickly and efficiently as possible. If we are unable to resolve the complaint to the guest's satisfaction, we will explain the reasons for our decision.

Feedback:

We value feedback from our guests, and we will use any feedback to improve our service. After resolving the complaint, we will ask the guest to complete a feedback form.

Record Keeping:

We will keep a record of all complaints received and the action taken to resolve them. This information will be used to improve our service and to prevent similar complaints from arising in the future.

We hope that our guests will have an enjoyable and trouble-free stay with us. However, if any issues do arise, we will do our utmost to resolve them to the guest's satisfaction.