Complaints handling policy

1. The purpose of the complaints policy is to:

The guests of the Aqua-Spa Conference and Wellness Hotel (head office Szarvas Lux Kft., 5540 Szarvas, Szabadság u. 35)

The following policy has been developed in order to efficiently handle the complaints of the guests.

NTAK: SZ19000726

2. Principles of the Code:

• To fully investigate and respond to complaints
• Guest Satisfaction Policy. This Policy does not cover the handling of complaints that do not constitute a complaint.
• We attach great importance to the Guest Opinion Questionnaires, as the main objective is for the hotel to get to know the guests' opinions as much as possible, to identify any shortcomings in its operation and to try to eliminate them, as it is important for every hotel to satisfy the needs of the guest as widely as possible. The guest satisfaction questionnaire is compiled by the hotel manager and is available in the rooms or can be completed digitally.

3. Scope of the Code

3.1. Scope of the Policy: this Policy applies to all employees of the Aqua-Spa Conference and Wellness Hotel, who are obliged to know the provisions of this Policy and to ensure that they comply with them.

All persons who are subject to these rules and regulations shall comply with them and shall be personally responsible for their observance..

3.2. The scope of the scope of this policy is the activity of reporting complaints concerning complaints handling.

3.3 Detailed provisions

3.3.1. The complaint

A complaint is any objection to the service or failure to provide a service of the Aqua-Spa Conference and Wellness Hotel, in relation to which the guest requests the Aqua-Spa Conference and Wellness Hotel to act. It is not considered a complaint if the customer requests general information, opinion or position from the Hotel.

3.3.2.The complainant:

A Complainant may be any person who, pursuant to Act CLV of 1997 on Consumer Protection

Any person who has used the services of the Aqua-Spa Conference and Wellness Hotel may be a consumer.

3.3.3.

• verbal complaint: on the spot by personal communication or by telephone at 06/56/ 320-034 by phone at
• written complaint :
• in person at the hotel by writing in the guest book, which is located in the lobby of the hotel and in which the guest has the possibility to express his/her opinion freely.
• by post to Aqua-Spa Conference and Wellness Hotel, Cserkeszőlő, Fürdő u. 27.
• by electronic means
• by mail to the e-mail address panaszkezeles@aqua-spa-hotel.hu
• via our website: http://hotel.aqua-spa-hotel.hu/panszkezeles/

3.3.4. Complaint handling deadlines:

Verbal complaints will be immediately investigated by the hotel reception and rectified as necessary. If the complaint is made verbally or in writing, the complaint will be dealt with promptly and will be rectified. If the complainant does not agree with the handling of the complaint or if it is not possible to investigate the complaint immediately, the hotel will immediately inform the complainant. If the complaint is not resolved immediately and if it is not possible to resolve the complaint immediately, or if the complaint cannot be resolved immediately, the hotel shall immediately make a record of the complaint and its position and in the case of a verbal complaint made in person, provide a copy of the report on the spot to the consumer at the consumer's premises. In the case of a verbal complaint made by telephone, the recorded minutes shall be sent to the customer no later than 30 days at the latest, together with the reply on the substance. The Aqua-Spa Conference and Wellness Hotel will assign a unique identification number to the verbal complaint communicated by telephone or electronic communication service.

At the time of recording the minutes, the Aqua-Spa Conference and Wellness Hotel shall record at least the following information:

• the name, address (registered office) and postal address of the complainant,
• place, time and manner of lodging the complaint,
• a detailed description of the complaint, a list of documents and evidence produced by the complainant,
• a statement by the Aqua-Spa Conference and Wellness Hotel of its position on the complaint, if an immediate investigation of the complaint is possible,
• the person who took the minutes, and - the name of the person who took the minutes

the signature of the consumer, except in the case of a verbal complaint communicated by means of an electronic or electronic communication service,

• the place and time of the recording of the report, communicated by telephone or other electronic communication service (unique identification number in the case of an oral complaint)

In the course of the complaint handling, the customer shall, for reasons of identifiability and efficient case handling the following data may be requested: name of the complainant, address (registered office), postal address, telephone number, method of notification

3.3.5. A panasz kezelése

The Aqua-Spa Conference and Wellness Hotel will register all complaints, paying particular attention to the personal protection of personal data. The personal data collected will be used for identification purposes only, and will not be used for any other purpose than shall not be used for any other data collection purposes.

The data of the complaining customer shall be handled in accordance with the provisions of Act CXII of 2011 on the Right of Informational Self-Determination and Freedom of Information.

Responsibilities for complaint handling:

Due to the complaint handling system and procedures of the Aqua-Spa Conference and Wellness Hotel, the following... The complaint handling system and procedures of the Spa and Wellness Spa Hotel and Conference Centre and its procedures are the persons authorised to deal with complaints:

• Hotel Manager
• The procedures of the Conference Centre's reception and restaurant manager
• the legal representative of the company

3.3.6. Investigation of the complaint:

The complaint will be investigated taking into account all relevant circumstances.

3.3.7 Communication of the decision on the complaint handling:

The written complaint shall be notified by the Aqua-Spa Conference and Wellness Hotel, if the directly applicable law of the European Union... If a written complaint is submitted to the Conference and Spa Wellness Centre, unless otherwise provided for in a directly applicable legal act, the complaint must be answered in writing within 30 days of receipt and must be justified in terms of its merits and the complaint must be communicated. A shorter time limit may be laid down by law, and a longer time limit may be laid down by statute. In all cases, reasons shall be given for any decision rejecting the complaint.

3.3.8. If the complaint handling activities of the Aqua-Spa Conference and Wellness Hotel are not to the satisfaction of the complainant

If the complaint has not been dealt with to the complainant's satisfaction, or if the complaint has been rejected by the Aqua-Spa Conference and Wellness Hotel, the complainant may request free proceedings by the competent local conciliation body. To initiate the procedure, the customer who is a consumer may initiate the procedure at the contact details of the competent county conciliation body attached to the county chamber of commerce where the consumer resides or where the service provider is located.

A list of county organisations is available at www.bekeltetes.hu or below.

In the information sent to the complainant, the Aqua-Spa Conference and Wellness Hotel will indicate the seat, telephone and Internet contact details and postal address of the competent authority or conciliation body in the place where the complainant resides or is staying.

The Aqua-Spa Conference and Wellness Hotel has not made a general declaration of submission.

The complainant also has the right to apply to the courts.

If the Aqua-Spa Conference and Wellness Hotel has violated the consumer's rights in the complaint handling process (including, but not limited to, failing to provide a timely or substantive response to a written or oral complaint, misleading the consumer, or committing other consumer protection-related offences), the consumer may contact the district office of his/her place of residence. The contact details of the district offices are: http://jarasinfo.gov.hu

4. Registering complaints:

The Aqua-Spa Conference and Wellness Hotel records all complaints received according to uniform principles. The register is capable of discovering and identifying the facts that are the cause of the complaint, and of correcting and summarising the facts and events discovered.

• The hotel will keep written complaints in a clearly identifiable and retrievable manner until the deadline below:
• 5 years in the case of registration in the customer register.
• in the case of electronic mail, the date of the complaint, the subject of the complaint and the date of the reply for 5 years
• for 5 years in the case of postal correspondence and to present it to the supervisory authorities at their request.

 

4.1The content of a previous complaint with the same content as the previous complaint that has been answered in substance, from the same consumer by the same consumer and containing no new information, as well as by an unidentified person. The investigation of a consumer complaint made by an unidentified consumer may be waived.

• Final provisions:

The handling of customer complaints shall be governed by these Rules, the provisions of CLV. The provisions of these Rules and Regulations, the provisions of Act No. CLP of the Consumer Protection Act of 1997, Act No. CLP of the Civil Code of 2013, Act No. V of 2013 on the Civil Code shall apply.

6. Entry into force: these Rules and Regulations shall enter into force on 1 January 2024 and shall be replaced by the Rules and Regulations of the Republic of Hungary, the provisions of the Act of Law of the Republic of Hungary, the Act of Law of the Republic of Latvia, the Act of the Republic of Hungary on the Protection of the Consumer, the Act of the Republic of Estonia, the Act of the Republic of Hungary on the Protection of the Home shall apply until it is withdrawn.

Cserkeszőlő, Aqua-Spa Conference and Wellness Hotel List of county organisations:

Bács-Kiskun County Chamber of Commerce and Industry and the Conciliation Board

Address: 6000 Kecskemét, Árpád krt. 4.

Phone: 06-76-501-500

Fax: 06-76-501-538

Address for correspondence: Bács-Kiskun County Chamber of Commerce and Industry 6001 Kecskemét Pf. 228.

E-mail: mariann.matyus@bkmkik.hu Honlap: www.bacsbekeltetes.hu

 

Conciliation Board organised by the Békés County Chamber of Commerce and Industry

Address: 5600 Békéscsaba, Penza ltp. 5.

Phone: 06-66-324-976

Fax: 06-66-324-976

 

Borsod-Abaúj-Zemplén County Conciliation Board attached to the Chambers of Commerce of Borsod-Abaúj-Zemplén County

Address: 3525 Miskolc, Szentpáli u. 1.

Phone: 06-46-501-091, 501-870

Fax: 06-46-501-099

E-mail: kalna.zsuzsa@bokik.hu

 

Address: 1016 Budapest, Krisztina krt. 99.

Phone: 06-1-488-2131

Fax: 06-1-488-2186

E-mail: bekelteto.testulet@bkik.hu

 

Conciliation Board organised by the Csongrád County Chamber of Commerce and Industry

Address: 6721 Szeged, Párizsi krt. 8-12. Telefon: 06-62-554-250/118

Fax: 06-62-426-149

E-mail: bekelteto.testulet@csmkik.hu

 

Conciliation Board organised by the Fejér County Chamber of Commerce and Industry

Address: 8000 Székesfehérvár, Hosszúsétatér 4-6. Telefon: 06-22/510-310 vagy 06/22-510-323

Fax: 06-22-510-312

E-mail: fmkik@fmkik.hu vagy csilla.szaller@fmkik.hu

 

Conciliation Board of Győr-Moson-Sopron County Chamber of Commerce and Industry

Address: 9021 Győr, Szent István út 10/a. Telefon: 06-96-520-217

Fax: 06-96-520-218

E-mail: bekelteto@gymskik.hu

 

Hajdú-Bihar County Conciliation Board

Székhely: 4025 Debrecen, Petőfi tér 10.

Ügyintézés helyszíne: 4025 Debrecen Vörösmarty u. 13-15. Telefon: 06-52-500-710, 06-52-500-745

Fax: 06-52-500-720

E-mail: bekelteto@hbkik.hu

 

Conciliation Board of the Heves County Chamber of Commerce and Industry

Address: 3300 Eger, Faiskola út 15. Telefon: 06-36-429-612/122 Fax: 06-36-323-615

E-mail: eniko.kovacs@hkik.hu

Jász-Nagykun-Szolnok County Chamber of Commerce and Industry Conciliation Board

Address: 5000 Szolnok, Verseghy park. 8. III. emelet 305.-306. szoba. Telefon: 20/373-2570

E-mail: bekeltetotestulet@jnszmkik.hu

 

Conciliation Board organised under the Komárom-Esztergom County Chamber of Commerce and Industry

Address: 2800 Tatabánya, Fő tér 36.

Telefon: 06-34-513-027

Fax: 06-34-316-259

Email: kemkik@kemkik.hu

 

Nógrád County Conciliation Board

Cím: 3100 Salgótarján, Alkotmány u. 9/A Telefon: 06-32-520-860

Fax: 06-32-520-862

E-mail: nkik@nkik.hu

 

Baranya County Conciliation Board

Cím: 7625 Pécs, Majorossy I. u. 36.

Telefon: +36-72/507-154, fax: +36-72/507-152, 20/283-3422

E-mail: bekelteto@pbkik.hu, web: www.pbkik.hu , www.pecsikamara.hu

 

Pest County Conciliation Board

Cím: 1119 Budapest, Etele út 59-61. II. emelet 240.

Levelezési cím: 1364 Budapest, Pf.: 81

Telefon: 06-1-269-0703

Fax: 06-1-269-0703

 

Somogy County Conciliation Board

Cím: 7400 Kaposvár, Anna u. 6.

Telefon: 06-82-501-000, 06-82-501-000

Fax: 06-82-501-046

 

Conciliation Board organised by the Szabolcs-Szatmár-Bereg County Chamber of Commerce and Industry

Cím: 4400 Nyíregyháza, Széchenyi u. 2.

Telefon: 06-42-311-544

Fax: 06-42-311-750

E-mail cím.: bekelteto@szabkam.hu

 

Tolna County Conciliation Board

Cím: 7100 Szekszárd, Arany J. u. 23-25. Telefon: 06-74-411-661

Mobil: 0630-6370-047

Fax: 06-74-411-456

E-mail: kamara@tmkik.hu

 

Conciliation Board of the Chamber of Commerce and Industry of Vas County

Elérhetőség: 9700 Szombathely, Honvéd tér 2.

Telefon: 06-94-312-356

Fax: 06-94-316-936

E-mail: pergel.bea@vmkik.hu

 

Veszprém County Conciliation Board

Cím: 8200 Veszprém, Radnóti tér 1. Pf.: 220

Telefon: 06-88-429-008, 08-88-814-111

Fax: 06-88-412-150

E-mail: bekelteto@veszpremikamara.hu

 

 

 

Conciliation Board of the Zala County Chamber of Commerce and Industry

Cím: 8900 Zalaegerszeg, Petőfi u. 24.

Telefon: 06-92-550-513

Fax: 06-92-550-525

E-mail: zmbekelteto@zmkik.hu

Szabó Róbert

Ügyvezető igazgató, Szarvas Lux Kft.