Razão Hospitaleira
Complaints Policy
Effective Date: 01/01/2021
Last Updated: 01/01/2025
At Razão Hospitaleira, we are committed to delivering professional, reliable and high-quality services. If we do not meet your expectations, we encourage you to let us know so that we can investigate your concerns fairly and resolve them as quickly as possible.
1. Our Commitment
We treat every complaint seriously and aim to:
Resolve concerns quickly and fairly.
Learn from customer feedback.
Improve our services.
Maintain high standards of customer care.
2. How to Make a Complaint
Complaints may be submitted by:
Email
apoio@razaohospitaleira.com
Website
www.razaohospitaleira.com
Telephone
Algarve: +351 926 675 268
Madeira: +351 936 820 969
Please provide:
Your full name.
Contact details.
Property address (if applicable).
Booking or invoice reference.
Description of the issue.
Photographs or supporting documents where available.
Your preferred resolution.
3. Acknowledgement
We aim to acknowledge all complaints within 2 business days.
Where additional information is required, we will contact you promptly.
4. Investigation
Each complaint will be reviewed by the appropriate member of our management team.
Where necessary we may:
Contact you for further information.
Review photographs.
Review job records.
Speak with our employees or contractors.
Arrange a property inspection.
Review booking records.
5. Resolution
We aim to resolve most complaints within 10 business days.
Where this is not possible, we will keep you informed of our progress and provide an updated timescale.
Depending on the circumstances, we may offer:
A return visit.
Corrective work.
A partial refund.
A full refund (where appropriate).
An explanation of our findings.
Another reasonable solution agreed with the customer.
6. Service-Specific Complaints
Cleaning Services
Concerns relating to cleaning standards should be reported within 24 hours of service completion.
Where appropriate, we may offer a return visit before considering any refund.
Property Maintenance
Issues relating to workmanship should be reported within 7 days of completion.
Where our workmanship is found to be defective, we will arrange appropriate remedial work.
Holiday Let (AL) Management
Property owners should report concerns as soon as reasonably possible.
We will investigate matters relating to management services, bookings, guest communication, maintenance coordination or reporting.
Holiday Accommodation Bookings
Guests should report issues during their stay whenever possible, allowing us the opportunity to resolve them before departure.
Complaints submitted after check-out will still be reviewed but may limit the remedies available.
7. Customer Responsibilities
Customers are expected to:
Provide accurate information.
Cooperate with any investigation.
Allow us a reasonable opportunity to resolve the issue.
Treat our staff with courtesy and respect.
Abusive, threatening or discriminatory behaviour towards our employees will not be tolerated.
8. Escalation
If you are dissatisfied with our initial response, you may request that your complaint is reviewed by senior management.
The review will be carried out by a manager who has not previously handled the complaint where reasonably possible.
9. Privacy
All complaints are handled confidentially and in accordance with our Privacy Policy and the General Data Protection Regulation (GDPR).
Information will only be shared where necessary to investigate and resolve the complaint.
10. Continuous Improvement
Customer feedback helps us improve our services.
All complaints are recorded, monitored and reviewed to identify trends and opportunities to improve the quality of our services.
11. Contact Details
Razão Hospitaleira
Website
www.razaohospitaleira.com
General Enquiries
comunicacao@razaohospitaleira.com
Customer Support
apoio@razaohospitaleira.com
Algarve
+351 926 675 268
Madeira
+351 936 820 969