{"id":692,"date":"2025-01-28T05:48:29","date_gmt":"2025-01-28T05:48:29","guid":{"rendered":"https:\/\/stay-loft.hu\/complaint-handling-regulations\/"},"modified":"2025-01-28T06:43:05","modified_gmt":"2025-01-28T06:43:05","slug":"complaint-handling-regulations","status":"publish","type":"page","link":"https:\/\/stay-loft.hu\/en\/complaint-handling-regulations\/","title":{"rendered":"Complaint handling regulations"},"content":{"rendered":"\t\t
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Complaint handling regulations<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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STAY-LOFT *** HOTEL<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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4028 Debrecen, Kassai Road 131\/A.<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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1. Purpose of the Complaint Handling Regulations <\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The purpose of these regulations is to satisfy and handle the accommodation guests\u2019 complaint management needs at a higher level and effectively.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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2. Principles of the Regulations <\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The principle of comprehensive investigation and response to complaints:<\/em><\/p>\n

The most important thing for the accommodation is that guests are always satisfied with the services provided. Therefore, any complaints must be investigated impartially and thoroughly, within an equal procedure. This investigation can provide us with important information. After investigating the complaint, the accommodation is committed to providing a response that details the results of the full investigation, the proposed resolution, and the measures taken to resolve the complaint. <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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3. Scope of the Regulations <\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Personal Scope<\/strong><\/p>\n

These regulations apply to all staff working at the accommodation who are in direct contact with guests. These employees are required to familiarize themselves with the provisions of these regulations and are personally responsible for complying with them. <\/p>\n

Material Scope<\/strong><\/p>\n

These regulations apply to the handling of complaints related to complaints submitted to the accommodation. This regulation does not apply to reports that do not qualify as complaints. <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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4. Detailed Provisions<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Complaint<\/strong><\/p>\n

A complaint is any objection related to the accommodation\u2019s service or failure to provide services, where the complainant specifically requests the accommodation to take action to address the issue. We kindly ask our guests to report any complaints directly at the accommodation or using the contact details provided below, and not to address them to other authorities. <\/p>\n

It does not constitute a complaint if the guest requests general information, opinions, or statements from the accommodation.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Complainant:<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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A complainant can be any person who is considered a consumer under Act CLV of 1997 on Consumer Protection and has used the accommodation\u2019s services. <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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How to Submit a Complaint:<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Oral Complaint <\/em><\/strong><\/p>\n

– In person at the accommodation (address: 4028 Debrecen, Kassai Street 131\/A)<\/p>\n

– By phone at +36 20 216 6913<\/p>\n

– Written Complaint<\/em><\/strong> <\/p>\n

– By mail (address: 4030 Debrecen, Karab\u00e9ly Street 3)<\/p>\n

– By email (email: info@dryvitprofi.hu)<\/p>\n

– By written complaint in the guestbook at the reception of the accommodation<\/p>\n

– Complaint Handling Deadlines<\/strong> <\/p>\n

Written complaints will be responded to within 30 days as required by the law. Written complaints include those sent to the above contact addresses. <\/p>\n

The accommodation will aim to resolve oral complaints immediately, and if this is not possible, a protocol will be drawn up. The protocol will, if possible, be finalized with the complainant\u2019s agreement, and a copy will be provided to the complainant. If this is not possible, the protocol will be sent along with the response to the complaint within 30 days of receipt. <\/p>\n

The following data will be recorded when taking the protocol:<\/p>\n

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  • The guest\u2019s (complainant\u2019s) name and address<\/li>\n
  • The time, place, and method of the complaint submission,<\/li>\n
  • A detailed description of the complaint, along with any documents or other evidence presented,<\/li>\n
  • The accommodation’s statement regarding the complaint, if immediate investigation is possible,<\/li>\n
  • The person who took the protocol and, except for oral complaints communicated via phone or electronic communication, the complainant\u2019s signature,<\/li>\n
  • The location and time the protocol was recorded,<\/li>\n
  • The unique identification number of the oral complaint if submitted via phone or other electronic communication.<\/li>\n<\/ul>\n

    Complaint Handling Process <\/strong><\/p>\n

    All complaints will be registered, with particular attention to the protection of personal data. Personal data is collected solely for identification purposes and may not be used for any other purpose. <\/p>\n

    The data of the guest submitting the complaint must be handled in accordance with the provisions of Act CXII of 2011 on the Right to Informational Self-Determination and Freedom of Information. <\/p>\n

    <\/strong><\/p>\n

    – The personal data requested during the complaint handling process includes: <\/strong><\/p>\n

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    • Name<\/li>\n
    • Address, place of residence, or mailing address<\/li>\n
    • Phone number<\/li>\n
    • Method of notification<\/li>\n
    • Service related to the complaint<\/li>\n
    • Description and cause of the complaint<\/li>\n
    • The complainant\u2019s demands<\/li>\n
    • Copies of documents necessary for investigating the complaint<\/li>\n
    • Valid authorization, if applicable<\/li>\n
    • Any other data or circumstances that may be necessary for investigating the complaint.<\/li>\n<\/ul>\n

      The above-listed personal data of the guest are required for identification and effective case management.<\/p>\n

      – Complaint Registration: <\/strong><\/p>\n

      The accommodation maintains a register of complaints based on uniform principles. The register is designed to ensure that the response date can be clearly determined and allows for the identification and correction of the facts and events leading to the complaint. <\/p>\n

      <\/span><\/p>\n

      – Investigation of Complaints:<\/strong><\/p>\n

      The complaint investigation is free of charge! The investigation will take all relevant circumstances into account. The official language of the complaint handling process is Hungarian. Employees involved in the disputed actions or decisions cannot participate in the complaint resolution. <\/p>\n

      For quality-related complaints, the “Protocol for the Consumer\u2019s Quality Complaints” must be completed in all cases, regardless of whether the complaint is oral or written. This protocol is regulated by Government Decree 49\/2003 GKM. <\/p>\n

      <\/span><\/p>\n

      – Decision Communication:<\/strong><\/p>\n

      The accommodation will send a written response to the complainant, providing a clear and understandable explanation of the decision, including relevant legal references and their application. <\/p>\n

      In the event of a complaint being rejected or the 30-day statutory response deadline for investigating the complaint passing without resolution, the guest may contact the authorities or bodies listed below.<\/p>\n<\/p>\n

      Responsibilities for Complaint Management Procedures:<\/strong><\/p>\n

      Further Legal Options <\/b><\/p>\n

      If the complaint is rejected, or the accommodation fails to respond within the 30-day deadline, the guest may turn to the following bodies:<\/p>\n

      The relevant Conciliation Board (B\u00e9k\u00e9ltet\u0151 Test\u00fclet) can be contacted if the complaint has not been satisfactorily resolved or if the accommodation rejected the complaint. The guest can initiate proceedings with the Conciliation Board at the chamber of commerce operating in the guest\u2019s place of residence or the location where the service was provided. Information on the regional Conciliation Boards can be found at www.bekeltetes.hu. The guest may also turn to the court if the conciliation procedure does not result in a satisfactory outcome. <\/p>\n

      List of Regional Organizations:<\/strong><\/p>\n

      Conciliation Board Organized by the Chamber of Commerce and Industry of B\u00e1cs-Kiskun County<\/strong><\/p>\n

      Address: 6000 Kecskem\u00e9t, \u00c1rp\u00e1d krt. 4. <\/p>\n

      Phone: +36-76-501-500<\/p>\n

      Fax: 06-76-501-538<\/p>\n

      Mailing Address: Chamber of Commerce and Industry of B\u00e1cs-Kiskun County<\/p>\n

      6001 Kecskem\u00e9t Pf. 228. <\/p>\n

      Email: mariann.matyus@bkmkik.hu<\/p>\n

      Website: www.bacsbekeltetes.hu<\/p>\n<\/p>\n

      Conciliation Board Organized by the Chamber of Commerce and Industry of B\u00e9k\u00e9s County<\/strong><\/p>\n

      Address: 5600 B\u00e9k\u00e9scsaba, Penza ltp. 5. <\/p>\n

      Phone: 06-66-324-976<\/p>\n

      Fax: 06-66-324-976<\/p>\n<\/p>\n

      Conciliation Board Operating under the Economic Chambers of Borsod-Aba\u00faj-Zempl\u00e9n County<\/strong><\/p>\n

      Address: 3525 Miskolc, Szentp\u00e1li u. 1. <\/p>\n

      Phone: 06-46-501-091, 501-870<\/p>\n

      Fax: 06-46-501-099<\/p>\n

      Email: kalna.zsuzsa@bokik.hu<\/p>\n<\/p>\n

      Budapest Conciliation Board Operating under the Budapest Chamber of Commerce and Industry<\/strong><\/p>\n

      Address: 1016 Budapest, Krisztina krt. 99. <\/p>\n

      Phone: 06-1-488-2131<\/p>\n

      Fax: 06-1-488-2186<\/p>\n

      Email: bekelteto.testulet@bkik.hu<\/p>\n<\/p>\n

      Conciliation Board Organized by the Chamber of Commerce and Industry of Csongr\u00e1d County<\/strong><\/p>\n

      Address: 6721 Szeged, P\u00e1rizsi krt. 8-12. <\/p>\n

      Phone: 06-62-554-250\/118<\/p>\n

      Fax: 06-62-426-149<\/p>\n

      Email: bekelteto.testulet@csmkik.hu<\/p>\n<\/p>\n

      Conciliation Board Organized by the Chamber of Commerce and Industry of Fej\u00e9r County<\/strong><\/p>\n

      Address: 8000 Sz\u00e9kesfeh\u00e9rv\u00e1r, Hossz\u00fas\u00e9tat\u00e9r 4-6.<\/p>\n

      Phone: 06-22\/510-310 vagy 06\/22-510-323<\/p>\n

      Fax: 06-22-510-312<\/p>\n

      Email: fmkik@fmkik.hu vagy csilla.szaller@fmkik.hu<\/p>\n<\/p>\n

      Conciliation Body Operating Alongside the Gy\u0151r-Moson-Sopron County Chamber of Commerce and Industry<\/strong><\/p>\n

      Address: 9021 Gy\u0151r, Szent Istv\u00e1n \u00fat 10\/a.<\/p>\n

      Phone: 06-96-520-217<\/p>\n

      Fax: 06-96-520-218<\/p>\n

      Email: bekelteto@gymskik.hu<\/p>\n<\/p>\n

      Hajd\u00fa-Bihar County Conciliation Body<\/strong><\/p>\n

      Headquarters: 4025 Debrecen, Pet\u0151fi t\u00e9r 10.<\/p>\n

      Customer Service Location: 4025 Debrecen V\u00f6r\u00f6smarty u. 13-15. <\/p>\n

      Phone: 06-52-500-710, 06-52-500-745<\/p>\n

      Fax: 06-52-500-720<\/p>\n

      Email: bekelteto@hbkik.hu<\/p>\n<\/p>\n

      Conciliation Body Operating Alongside the Heves County Chamber of Commerce and Industry<\/strong><\/p>\n

      Address: 3300 Eger, Faiskola \u00fat 15.<\/p>\n

      Phone: 06-36-429-612\/122<\/p>\n

      Fax: 06-36-323-615<\/p>\n

      Email: eniko.kovacs@hkik.hu<\/p>\n<\/p>\n

      Conciliation Body Operating Alongside the J\u00e1sz-Nagykun-Szolnok County Chamber of Commerce and Industry<\/strong><\/p>\n

      Address: 5000 Szolnok, Verseghy park. 8. III. emelet 305.-306. szoba. <\/p>\n

      Phone: 20\/373-2570<\/p>\n

      Email: bekeltetotestulet@jnszmkik.hu<\/p>\n<\/p>\n

      Conciliation Body Operating Alongside the Kom\u00e1rom-Esztergom County Chamber of Commerce and Industry<\/strong><\/p>\n

      Address: 2800 Tatab\u00e1nya, F\u0151 t\u00e9r 36.<\/p>\n

      Phone: 06-34-513-027<\/p>\n

      Fax: 06-34-316-259<\/p>\n

      Email: kemkik@kemkik.hu<\/p>\n<\/p>\n

      N\u00f3gr\u00e1d County Conciliation Body<\/strong><\/p>\n

      Address: 3100 Salg\u00f3tarj\u00e1n, Alkotm\u00e1ny u. 9\/A <\/p>\n

      Phone: 06-32-520-860<\/p>\n

      Fax: 06-32-520-862<\/p>\n

      Email: nkik@nkik.hu<\/p>\n<\/p>\n

      Baranya County Conciliation Body<\/strong><\/p>\n

      Address: 7625 P\u00e9cs, Majorossy I. u. 36. <\/p>\n

      Phone: +36-72\/507-154, fax: +36-72\/507-152, 20\/283-3422<\/p>\n

      Email: bekelteto@pbkik.hu, web: www.pbkik.hu , www.pecsikamara.hu<\/p>\n<\/p>\n

      Pest County Conciliation Body<\/strong><\/p>\n

      Address: 1119 Budapest, Etele \u00fat 59-61. II. emelet 240. <\/p>\n

      Mailing Address: 1364 Budapest, Pf.: 81<\/p>\n

      Phone: 06-1-269-0703<\/p>\n

      Fax: 06-1-269-0703<\/p>\n<\/p>\n

      Somogy County Conciliation Body<\/strong><\/p>\n

      Address: 7400 Kaposv\u00e1r, Anna u. 6. <\/p>\n

      Phone: 06-82-501-000, 06-82-501-000<\/p>\n

      Fax: 06-82-501-046<\/p>\n<\/p>\n

      Conciliation Body Operating Alongside the Szabolcs-Szatm\u00e1r-Bereg County Chamber of Commerce and Industry<\/strong><\/p>\n

      Address: 4400 Ny\u00edregyh\u00e1za, Sz\u00e9chenyi u. 2. <\/p>\n

      Phone: 06-42-311-544<\/p>\n

      Fax: 06-42-311-750<\/p>\n

      Email: bekelteto@szabkam.hu<\/p>\n<\/p>\n

      Tolna County Conciliation Body<\/strong><\/p>\n

      Address: 7100 Szeksz\u00e1rd, Arany J. u. 23-25. <\/p>\n

      Phone: 06-74-411-661<\/p>\n

      Mobile: 0630-6370-047<\/p>\n

      Fax: 06-74-411-456<\/p>\n

      Email: kamara@tmkik.hu<\/p>\n<\/p>\n

      Conciliation Body Operating Alongside the Vas County Chamber of Commerce and Industry<\/strong><\/p>\n

      Address: 9700 Szombathely, Honv\u00e9d t\u00e9r 2.<\/p>\n

      Phone: 06-94-312-356<\/p>\n

      Fax: 06-94-316-936<\/p>\n

      Email: pergel.bea@vmkik.hu<\/p>\n<\/p>\n

      Veszpr\u00e9m County Conciliation Body<\/strong><\/p>\n

      Address: 8200 Veszpr\u00e9m, Radn\u00f3ti t\u00e9r 1. Pf.: 220<\/p>\n

      Phone: 06-88-429-008, 08-88-814-111<\/p>\n

      Fax: 06-88-412-150<\/p>\n

      Email: bekelteto@veszpremikamara.hu<\/p>\n<\/p>\n

      Conciliation Body Operating Alongside the Zala County Chamber of Commerce and Industry<\/strong><\/p>\n

      Address: 8900 Zalaegerszeg, Pet\u0151fi u. 24. <\/p>\n

      Phone: 06-92-550-513<\/p>\n

      Fax: 06-92-550-525<\/p>\n

      Email: zmbekelteto@zmkik.hu <\/p>\n

      If the accommodation provider violates the regulations protecting the consumer’s rights during complaint handling (including, but not limited to, failing to provide a timely or substantive response to a written or verbal complaint, misleading the consumer, or committing other consumer protection-related legal violations), the consumer may turn to the territorially competent body of the National Consumer Protection Authority<\/strong> (NFH). The regional bodies of the NFH are the Consumer Protection Inspectorates of the County Government Offices, which are located in every county seat. <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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      Storage of Complaints:<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      The accommodation provider stores written complaints in a clearly identifiable and retrievable manner until the following deadline:<\/p>\n

      – In the case of an entry in the guestbook, for 5 years<\/p>\n

      – For electronic mail, the time of the complaint submission, subject, and response time, for 5 years<\/p>\n

      – For postal mail, for 5 years <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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      5. Final Provisions <\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      Effective Date:<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      The provisions of this regulation must be applied from this date, until withdrawn.<\/p>\n

      Date: Debrecen, January 27, 2025<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

      Complaint handling regulations STAY-LOFT *** HOTEL 4028 Debrecen, Kassai Road 131\/A. 1. Purpose of the Complaint Handling Regulations The purpose of these regulations is to satisfy and handle the accommodation guests\u2019 complaint management needs at a higher level and effectively. 2. Principles of the Regulations The principle of comprehensive investigation and response to complaints: The […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"class_list":["post-692","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/stay-loft.hu\/en\/wp-json\/wp\/v2\/pages\/692","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/stay-loft.hu\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/stay-loft.hu\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/stay-loft.hu\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/stay-loft.hu\/en\/wp-json\/wp\/v2\/comments?post=692"}],"version-history":[{"count":3,"href":"https:\/\/stay-loft.hu\/en\/wp-json\/wp\/v2\/pages\/692\/revisions"}],"predecessor-version":[{"id":695,"href":"https:\/\/stay-loft.hu\/en\/wp-json\/wp\/v2\/pages\/692\/revisions\/695"}],"wp:attachment":[{"href":"https:\/\/stay-loft.hu\/en\/wp-json\/wp\/v2\/media?parent=692"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}