Complaints handling
In the hotels of the Rudolf Relief Association, reception staff encounter guest complaints as a priority in their work. In the hotels, there are specific procedures for this task, which is always carried out on the basis of instructions from our Centre. The evaluation and handling of guest complaints and guest reviews in the hotels of the Rudolf Help Association is carried out according to central instructions at the headquarters in Budapest. The hotels will inform the central marketing department in writing or verbally as soon as possible in the event of a guest complaint. In the next step, colleagues report the situation to the Executive President, explaining the legal and other background and circumstances of the case. In each case, the complaint is dealt with on the basis of a specific Executive Presidential directive. Complaints are grouped into several categories. In all cases, the Centre will inform the guest in writing of the procedure for handling the complaint and the deadline for handling the complaint. Complaints are also differentiated by subject. In the case of a technical or technical problem, the person in charge on site (manager, shift manager) will, as far as possible, immediately remedy the practical problems, so that in this case the guest complaint is always dealt with at the same time, during the service and on site. In the event of a service-related complaint or a possible complaint about a person, the complaint will always be dealt with by the colleagues in accordance with the central instructions mentioned above.
Complaints handling at the hotel
Ensure that a logbook is kept in hotels, and that all verbal complaints are investigated immediately and, where possible, rectified. If the consumer does not agree with the handling of the complaint, the business must immediately take a record of the complaint and its position and give a copy to the consumer. If it is not possible to investigate the complaint immediately, the provider shall immediately take a record of the complaint and provide a copy to the consumer. Of course, in accordance with the legal requirements of the consumer’s Consumer Ledger. Where possible and practicable, hotel staff should always endeavour to resolve complaints on the spot.
The Guest Book is located in the lobby room of the hotel, where the guest has the possibility to express his/her opinion freely.
The Centre places great emphasis on the Guest Opinion Questionnaires, as the main objective is for hotels to get to know their guests’ opinions as well as possible and thus to identify and eliminate any shortcomings in the hotel’s operation, as it is a matter of life for every hotel to satisfy the needs of its guests as much as possible. The guest satisfaction questionnaire is compiled by the hotel’s marketing department and later processed at the Centre, where it is displayed in the guest lounge and in the rooms. The completed questionnaires are collected in a box at the reception and sent to the Centre for evaluation on a regular basis every two weeks, but at least once a month. The hotels have their own website, which contains user-friendly and sophisticated information. The website has a space for guests who have stayed at the hotel to give their feedback on their experience.
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
