10.1. How do I log a complaint?
All complaints must be submitted in writing.
To do so, go to your booking page. Under “Need help with this booking?”, select “Contact Customer Service” and submit your complaint in writing. Our team will review it and get back to you as soon as possible.
If the matter is urgent and you require faster assistance, please first submit your complaint in writing as above, then you may contact our Customer Relations team by phone for further support.
10.2. How long does it take to receive a response?
Our Customer Service team aims to respond to written complaints and enquiries within 24 – 48 hours, depending on the volume of requests.
Call Centre Service Hours:
If you call our international call centres for assistance, their typical hours are:
? Monday – Sunday: 08:00 – 17:00 (local call centre time).
If you need help outside these hours or for matters that do not require immediate phone support, we recommend submitting your enquiry or complaint in writing via “Contact Customer Service” on your booking page or by email through the contact form. Our team will respond as soon as possible once we are back in service.
10.3. How do I report an issue during my stay?
If something goes wrong during your stay, please contact the hotel directly first for immediate assistance. If the issue isn’t resolved, reach out to us through your booking page under “Need help with this booking?”.