ISO 10002 Statement

Information Request, Suggestion, Complaint and Feedback Process

Our Aim

We aim to offer service beyond your expectations. All feedback received from our valued guests is carefully reviewed to ensure your satisfaction.

Below, we present detailed information about the methods by which you can share your feedback with us, and the stages of the process from registration to evaluation, resolution, and communication of the outcome.

Your feedback is handled in line with our “Guest Satisfaction Policy” to ensure your contentment.

Transparency

All parties involved are informed about how and where the complaint will be addressed.

Accessibility

All available means are provided to ensure that complainants can easily access the complaint management process. Clear, understandable, and accessible information is provided throughout the process.

Responsiveness

The complainant is immediately notified that the complaint has been received. Based on urgency, complaints are resolved promptly. Key complaints are prioritized. Complainants are treated courteously and kept informed throughout the process.

Objectivity

Each complaint is evaluated fairly, objectively, and impartially.

Fees

The complaint handling and evaluation process is free of charge.

Privacy

Personal information of complainants is kept confidential and not disclosed without consent.

Customer-Oriented Approach

An open and accessible environment is maintained for all feedback, and resolution is pursued with dedication.

Accountability

We ensure accountability and transparency in all actions and decisions related to complaints.

Continuous Improvement

We strive for continuous improvement of the complaint handling process and service quality.

Feedback Methods

All feedback is promptly recorded and directed to the relevant departments.

Feedback is classified under five main categories:

• Information Request
• Request
• Complaint
• Suggestion
• Appreciation

Contact Channels:

E-mail: [email protected] / [email protected]

Social media:

Facebook: https://www.facebook.com/nirvanahotels.tr/

İnstagram: https://www.instagram.com/nirvanahotels/

CRM Department

If Your Feedback is a Complaint

For every complaint received via any channel, the guest is informed that the complaint has been received.

A tracking number is issued by the Nirvana Hotels system. The person entering the complaint or the responsible recipient follows up the process. Status updates are provided immediately upon receipt, every 3 business days for interim reports, and immediately upon closure. All actions and updates are recorded in the Nirvana Hotels system.

Complaints are assessed based on severity, safety implications, complexity, and urgency. Solutions are coordinated with relevant departments as needed. Every complaint is handled seriously.

Once the resolution is finalized, the decision is reviewed for sufficiency and appropriateness before being communicated to the guest.

Repeated or recurring complaints are analyzed and shared with relevant departments. Necessary corrective actions are implemented according to the “Corrective and Preventive Action Procedure.”

Guest Satisfaction Monitoring

Satisfaction with the complaint process is recorded in the system and evaluated by senior management.

Your feedback is important to us.

Nirvana Hotels