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At Rudolf Aid Association hotels, reception staff play a key role in handling guest complaints. The hotel follows a specific internal procedure for this, always based on instructions from the Central Office.
In all cases, guest complaints and feedback are recorded, evaluated, and handled according to instructions from the Central Office. If the complaint is made on-site, the guest must be notified immediately, and staff must report the issue to the responsible department without delay. If the complaint is received in writing, it must be processed and responded to as soon as possible.
Every case is documented, including the background and circumstances. All guest complaints are reported to the Unit Manager, who is responsible for forwarding them to the relevant Central Office team. Complaints are categorized by type and forwarded accordingly.
The Central Office determines the handling method and appropriate response. If the complaint involves quality issues, the responsible department head (director, technical manager, etc.) will be involved, and if the issue is justified and correctable, appropriate action will be taken during the guest’s stay.
If the complaint concerns another guest or a personal issue, and is not service-related, it will be reviewed and addressed according to Central Office instructions.
The presence of a complaints book must be ensured at the hotel, and all verbal complaints must be investigated immediately, with the possibility to consult a doctor if necessary. If the consumer does not agree with the resolution of the complaint, the business is required to record the complaint and hand over a copy to the guest. If the complaint cannot be resolved immediately, the guest may request that it be recorded in the complaints book. The business is also required to enter the complaint in the book upon request and must give a copy to the consumer.
If legal representation is involved, the guest must submit written authorization, and the legal representative must present valid identification and the guest’s copy of the complaint. The consumer protection book must be made available at the hotel reception. If requested, staff must help fill out and process the complaint.
A guestbook is available in the hotel lobby where guests may submit feedback in writing.
Guest Feedback Questionnaires are of high importance to the central office, as they provide insight into guest satisfaction, reveal potential issues with hotel operations, and suggest areas for development. Anonymous surveys filled out during or after the stay provide a broader view of the guest experience.
The hotel marketing team collects the surveys and forwards them to the Central Office, where they are analyzed and evaluated. Some feedback may also be sent online via a link provided in a thank-you email sent after the guest’s departure. The website also contains a guest feedback form, where guests can share their opinions even after their stay.
Rudolf SPA Hotels
Erzsébet Hotel Hévíz***+
Rudolf Hotel Hajdúszoboszló***
Sissi Panzió Vonyarcvashegy- Balaton
Rudolf Apartments-Budapest
Rudolf Segélyegyesület
Head Office: H-1077. Budapest, Baross tér 15.
Tel.: +36 1 413 3830 Fax.: +36 1 351 1856 Mobil: +36 30 601 7386
Email: sales@rudolfhotels.com
Web: www.rudolfhotels.com www.hotelrudolf.hu www.erzsebethotelheviz.hu