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Complaints Policy
At Wander Surf House, we strive to ensure every guest has a positive and memorable experience. However, we understand that issues may arise from time to time. This Complaints Policy outlines how guests can raise concerns and how we handle them fairly, respectfully, and efficiently.
1. Raising a Complaint
If you are dissatisfied with any aspect of your stay, please:
Notify a staff member immediately so we can attempt to resolve the issue on the spot.
If the matter is not resolved, ask to speak with the manager or person in charge.
Submit your complaint in writing via email to info@wandersurfhouse.com if you prefer or if the issue persists.
2. Information to Include
When submitting a complaint, please provide:
Your full name and booking details.
The date and time of the incident.
A clear description of the issue.
Any supporting evidence (photos, receipts, or witness details, if applicable).
3. Our Response
Acknowledgement: We will acknowledge receipt of your complaint within 48 hours.
Investigation: The matter will be investigated thoroughly and fairly.
Resolution: We will aim to resolve the complaint within 7 business days. If further time is required, we will keep you updated.
Outcome: You will receive a clear explanation of the resolution, and where appropriate, compensation or corrective action may be offered.
4. Escalation
If you are not satisfied with the outcome:
You may request the complaint to be reviewed by senior management.
If resolution is still not achieved, you may seek advice from local consumer protection authorities or legal channels, depending on jurisdiction.
5. Guest Conduct
We ask that all complaints are raised respectfully. Aggressive, abusive, or threatening behavior towards staff will not be tolerated and may result in removal from the property.
6. Continuous Improvement
Feedback and complaints help us improve. We welcome constructive comments and suggestions even if they do not constitute formal complaints.
Contact Us
For complaints or feedback, please contact:
Wander Surf House
