Complaints Management Policy

Purpose and Objective

Our vision 

We want our guests to have an unforgettable holiday every time they stay with us and our team goes to great extents to make this happen. We know that sometimes things can go wrong and we appreciate the feedback on where we can improve and what we can do better.

The Hydro Hotel Eastbourne, Plc (“Hydro Hotel”) aims to continuously improve the services provided to its guests. Effective complaints management is fundamental to the provision of quality services and provides a platform for obtaining feedback from its guests with the purpose of resolving disputes and reforming policies and procedures.

The application of this policy will ensure that complaints received are dealt fairly, promptly and in an efficient and confidential manner.


Policy Statement

The Hydro Hotel through this policy is committed to effectively manage complaints promptly and fairly, ensuring its guest that:

  • Complaints will be investigated in depth, will be handled in an efficient and effective manner and you will be treated courteously.
  • We will be fair both to you and any employee for whom a complaint may refer to.
  • We will always observe the privacy and confidentiality of any personal data. 
  • Our employees will undergo continuous training on the Complaint Management Policy and will have direct access to related documentation in order to facilitate the effective handling of complaints. 
  • The management and employees acknowledge your right to file a complaint and are committed to the efficient and fair resolution of complaints or problems that may arise from the services we provide.
  • Any individual involved in the complaint or responsible for the management of the complaint will not participate in the investigation process should there be conflict of interest.

  • The complaints management system included in this policy and internal procedures will be reviewed periodically (at least annually), aiming to enhance the transparency, efficiency and the greatest possible satisfaction of Hydro Hotel guests. 
  • Our Complaints Management Policy will always be available on our website at the www.hydrohotel.com 

Any guest of the hotel can submit a complaint. Should you have concerns about any aspect of the services we offer, your first point of contact should be the hotel’s duty management team.

Our aim is to promptly resolve any possible issue you might have, prior to your departure. All complaints made verbally are recorded in our Duty Management diary with details at the time the complaint is made. Details of all communication with the customer and any actions to resolve the complaint will also be recorded in the same place 

Any complaints concerning maintenance issues are recorded on the daily maintenance worksheet and are always monitored until completion.

Our written guest comment forms (that are placed in every hotel room) are filed according to date and are also recorded into a database used for reference and research. Virtual complaints through review sites and social media are also responded to online. If you find it necessary to pursue the matter further, you should submit a formal complaint letter (by electronic mail) addressed to Jonathan.owen@hydrohotel.com to investigate the matter independently or by post to Hydro Hotel, Mount Road, Eastbourne, BN207HZ. 

We expect from you: 

  • To indicate information about your reservation or restaurant / lounge visit as well as your full contact details
  • To describe your complaint clearly and accurately 
  • To be specific with respect to the reasons for which you are filing a complaint 
  • An indication of an expectation to resolve the complaint. 

Complaints response timeframe 

If the complaint can’t be resolved immediately, the customer will be given a timeframe, a contact person and details of our complaint handling process. Where possible, the staff member taking the complaint details will be the contact person. Should you wish to request an update at any stage while your complaint is under investigation, you can do so by contacting the hotel general manager on Jonathan.owen@hydrohotel.com

Our Board of Directors, management and employees acknowledge your right to file a complaint and are committed to the efficient and fair resolution of complaints or problems that may arise from the services we provide.

Response timeframes in complaints handling

– Acknowledgement of your complaint within 3 working days of receipt.
– Your complaint will be addressed within 10 working days. A relevant response will be sent immediately.
– On rare occasions where more time is required for the proper and detailed investigation of your complaint, an extension period will be requested in writing. In our letter, besides any additional information that we may request, we will inform you of our actions taken so far and any further actions required for the completion of the investigation.
– Our aim is to ensure that you receive our final response within 10 working days from the time of the extension notification.