DHR.com - Customer Care : Complaints Policy


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Complaints Policy

Here at DHR.com we aim to provide an acceptable standard of services to all our clients, sometimes things will occasionally go wrong. If you are unhappy with any aspect of our services please let us know. We shall not only look into the specific problem, but also prevent it from happening again.

	While our customer service team members are invisible to you online, they are a team of caring members who genuinely look forward to being able to assist and guide you. Any feedback, suggestion as to how we may improve our services or complaint that we receive from you is listened to and acted on.

	This policy sets out the procedures we will follow when we receive a complaint.



		Complaints are likely to cover one of the following areas: Dissatisfaction with our company service Dissatisfaction with the hotel booked through our company

Part of the enjoyment of overseas travel is experiencing local customs and not expecting a real 'Home from home' experience. Guest rooms facilities and decoration will vary from country to country. Scandinavian guest rooms for example tend to be simply furnished while London guest rooms are famous for being compact! Any complaint which cannot be resolved at the hotel must be notified in writing to DHR.com within 3 days of the check out date. A copy of the complaint must be also submitted to and signed by the hotel manager.

		Every complaint submitted in writing within 5 days of the event concerned will be acknowledged within 2 working days. We will keep you up to date with the status of your complaint. Any complaint relating to hotel service levels will be forwarded to the relevant party. We aim to resolve any complaint within 20 working days. Every complaint will be monitored and kept on file

My hotel stay

	The facilities advertised by the hotel were not available during my stay / There was maintenance work taking place at the hotel. Who must I complain to?

		Any complaint relating to your hotel stay must be brought to the attention of the hotel management so that they can be given the opportunity to assist you at the time. Any complaint which cannot be resolved at the hotel must be notified in writing to DHR.com within 3 days of the check out date. A copy of the complaint must be also submitted to and signed by the hotel manager. DHR.com cannot accept responsibility for any disturbance or for any facilities that may not be available at the hotel during your stay or not suited to individual tastes and preferences.

My Booking experience

	I have been unhappy with your company service. Who must I complain to?

		Any complaint must be notified to our company in writing within 5 days of the incident.


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