- Purpose
This Guest Complaint Policy explains how guests of the resort can raise concerns, complaints, or dissatisfaction regarding any aspect of their stay, and how the resort will address those complaints fairly, promptly, and professionally.
- Our Commitment
We are committed to providing a high standard of hospitality and guest service. If you are dissatisfied with any aspect of your experience, we encourage you to tell us so that we can address the issue and improve our services.
We will:
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- Listen to your concerns respectfully.
- Treat all complaints seriously.
- Investigate complaints fairly and objectively.
- Respond within reasonable timeframes.
- Keep your information confidential where appropriate.
- Strive to provide a satisfactory resolution.
- Who Can Make a Complaint?
A complaint may be made by:
- Any guest staying at the resort.
- A person acting on behalf of a guest, provided they have the guest’s consent.
- Visitors using resort facilities or services.
- What Can You Complain About?
Complaints may relate to, but are not limited to:
- Accommodation and room conditions.
- Housekeeping services.
- Food and beverage services.
- Resort facilities and amenities.
- Staff conduct or customer service.
- Reservations and bookings.
- Billing or payment matters.
- Maintenance issues.
- Safety and security concerns.
- Activities, events, or entertainment services.
- Any other aspect of the resort experience.
4.1 Reporting Concerns During Your Stay
We encourage guests to report any concerns, service issues, or dissatisfaction as soon as they arise and while they are still staying at the resort. This allows our team the opportunity to investigate the matter promptly and, where possible, resolve the issue immediately to improve the guest’s experience.
Guests should not wait until after departure to raise concerns that could reasonably have been reported during their stay.
While complaints submitted after departure will still be considered, the resort may be limited in its ability to investigate, verify, or fully resolve issues that were not brought to its attention at the time they occurred.
To ensure the best possible outcome, guests are encouraged to report concerns directly to:
- Reception staff
- Reception Supervisor
- The Manager on Duty
After hours:
- Security – 041 396 2011
Security will then contact standby personnel
The resort is committed to addressing reported issues promptly and making every reasonable effort to resolve them before the guest’s departure.
- How to Submit a Complaint
Guests may submit complaints through any of the following channels:
In Person
Speak with:
- Reception staff
- Reception Supervisor
- The Manager on Duty
After hours:
- Security – 041 396 2011
Security will then contact standby personnel
By Telephone
Contact the resort’s reception or Reception Supervisor
By Email
Send your complaint to the resort’s designated guest services email address willows@madibabay.co.za.
In Writing
Submit a written complaint at reception or through the resort’s feedback forms.
Online
Through the resort website or official social media channels where available.
- Information to Include
To help us investigate your complaint efficiently, please provide:
- Your full name.
- Room number (if applicable).
- Booking reference (if applicable).
- Contact details.
- Date and time of the incident.
- Description of the issue.
- Names of employees involved (if known).
- Any supporting documents or photographs.
- Your preferred resolution.
- Complaint Handling Process
Step 1: Acknowledgement
We will acknowledge receipt of your complaint as soon as reasonably possible.
Where the complaint is made in person, staff will attempt to address the issue immediately.
Step 2: Investigation
The resort will review the complaint and gather relevant information, which may include:
- Discussions with employees involved.
- Review of booking records.
- Inspection of facilities.
- Review of relevant documentation.
Step 3: Response
Once the investigation is completed, we will communicate:
- The outcome of the investigation.
- Any corrective action taken.
- Any remedy or resolution offered, where appropriate.
Step 4: Closure
The complaint will be considered resolved once:
- An agreed resolution has been implemented; or
- The resort has provided its final response.
- Complaint Resolution Timeframes
We aim to:
- Resolve simple complaints immediately or within 12 hours.
- Resolve more complex complaints within 5 business days.
- Inform guests if additional time is required for investigation.
- Escalation of Complaints
If you are not satisfied with the outcome of your complaint, you may request that the matter be reviewed by:
- The Department Manager.
- The Deputy General Manager.
- The General Manager.
Requests for escalation should be made within 14 days of receiving the initial response.
- Guest Responsibilities
When making a complaint, guests are expected to:
- Provide accurate and truthful information.
- Treat resort employees with courtesy and respect.
- Allow the resort a reasonable opportunity to investigate and resolve the issue.
- Guests are expected to notify the resort of any service concerns, defects, maintenance issues, or dissatisfaction during their stay, giving the resort a reasonable opportunity to investigate and rectify the matter before departure. Failure to report an issue during the stay may affect the resort’s ability to investigate the complaint and determine an appropriate resolution.
- Refrain from abusive, threatening, or discriminatory behaviour.
The resort reserves the right to discontinue engagement with individuals who behave in a threatening or abusive manner.
- Confidentiality and Privacy
All complaints will be handled confidentially and in accordance with applicable privacy and data protection laws. Personal information will only be used for the purpose of investigating and resolving the complaint.
- Continuous Improvement
Complaints are an important source of feedback. Information gathered from complaints may be used to improve resort operations, employee training, facilities, and guest services.
We value your feedback and appreciate the opportunity to address any concerns and improve your experience.
