We aim to provide an excellent and consistent service to all our customers.
(I) Register your Account, (II) Login with email and password, (III) Your profile will be verified, (IV) send your complaint
We aim to provide an excellent and consistent service to all our customers through our customer promise. If you aren’t satisfied with any aspect of our service, let us know so we can resolve the matter as quickly as possible.
The complaints procedure is set out in 3 stages below.
You can complain directly to the person you have been dealing with. Complaints are often sorted out
immediately this way.
If you don’t know who to contact, or you have a name but no telephone number, then call our enquiries team on 0030 23750 61297.
The best way You can use our online complaints form.
Your complaint will be recorded and dealt with by the most appropriate team or person.
We will investigate your complaint. If we’re at fault, we will try to put things right. If not, we will give you a full explanation. After you report your complaint, we will:
(i) Acknowledge we’ve received your complaint within 2 working days and say who is dealing with it
(ii) Answer to your complaint within 5 working days of the acknowledgement
We’ll work to deal with your complaint as quickly as possible. If it’s going to take longer, we’ll let you know.
If you are not satisfied, we will appoint a director who will contact you to further discuss the issue. The response at this stage will be our final response.
Appeals against payment and payment recovery decisions are covered by a different process. Please contact the individual named in the original correspondence you received.
If your complaint relates to an access to information request (availability of rooms, bookings or e.t.c), please contact the individual named in the original response you received or email info@portomatina.gr