Laskill Retreat is committed to providing a high standard of accommodation and customer service. We aim to ensure that all guests enjoy their stay and that any issues are addressed promptly and fairly.
This policy explains how guests can raise concerns or complaints during their stay.
1. Reporting Issues During Your Stay
1.1 If a guest experiences any issue, concern, or dissatisfaction during their stay, they must report the matter as soon as reasonably possible.
1.2 Reporting issues promptly allows Laskill Retreat the opportunity to investigate and resolve the matter during the stay wherever possible.
1.3 Guests are encouraged to report issues at the time they arise, rather than waiting until after departure.
2. How to Raise a Complaint
2.1 If a member of the Laskill Retreat team is available on site, guests should raise the issue directly with them so that it can be addressed as quickly as possible.
2.2 If no member of staff is available on site, guests should contact Laskill Retreat using one of the following methods:
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Email
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Telephone
2.3 Contact details are provided within the booking confirmation and on the website.
3. Opportunity to Resolve Issues
3.1 Laskill Retreat must be given a reasonable opportunity to investigate and resolve any issue during the guest's stay.
3.2 Where a concern is reported promptly, we will make reasonable efforts to provide a suitable resolution or remedy where appropriate.
3.3 Complaints raised only after departure, where no opportunity was given to resolve the issue during the stay, may limit the ability to investigate the matter fully.
4. Customer Service Commitment
4.1 Laskill Retreat values feedback from guests and views complaints as an opportunity to improve our services.
4.2 All complaints will be treated fairly, respectfully, and in a timely manner.
4.3 Our aim is always to resolve issues in a way that is reasonable for both guests and the business.