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As Coral Group Hotels, we believe that we can increase our competitiveness and reach much better positions in the accommodation industry by ensuring customer satisfaction.

We are committed to carrying out our production and service processes in line with the other requirements we committed, legal legislations and international standards regarding tourism, environment, food, energy management, occupational health and safety.

Our goal is to provide the products and services we have committed to in the best possible way, at high quality, with an environmentally friendly approach, and to produce our products in accordance with food safety principles.

We evaluate feedback from customers, employees and other parties fairly and impartially, with a customer-oriented perspective, beyond legal regulations.

Customer: Each of our customers is special and for us, they are our guests rather than just customers. We focus on understanding the needs and expectations of our guests.

Transparency: We provide information to our guests in a clear and understandable manner.

Accessibility: Our guests can contact our team directly during, before or after their stay, or they can reach us at any time through our access channels in the "Contact Us" or "Contact Information" sections on our website.

Responsiveness: We respond to the needs and expectations of our guests who contact us.

Transparency: We provide information to our guests in a clear and understandable manner.

Objectivity: We evaluate our guests' requests, suggestions and problems in a fair and objective manner. We handle requests, suggestions and problems regarding the complaint handling process by our Quality Departments in line with the principle of objectivity.

Fees: We do not charge any fees when evaluating our guests' requests, suggestions and problems.

Confidentiality: We keep our guests' personal information confidential.

Accountability: We ensure that the processes and decisions regarding our guests' requests, suggestions and problems are accountable and reportable.

Improvement: We evaluate our guests' demands, expectations and problems as opportunities for continuous improvement.

Competence, Capacity: We evaluate the demands, expectations and problems of our guests with our expert team and allocate the necessary resources.

Timeliness: We show due care to solve our guests' requests, suggestions and problems in a complete and timely manner.

Integrity of Information: We ensure that guidance regarding our guests' demands, expectations and problems is accurate, consistent, meaningful and useful across all our channels.

Our Complaint Channels: Our guests can contact our team directly during, before or after their stay, or they can reach us at any time through the channels in the "Contact Us" or "Contact" sections on our website. In addition to these channels; Our guests who have made a reservation through a travel agency; You can convey all your requests, suggestions and problems to us through travel agencies.

Our expectation from our guests for the effectiveness of our process; When contacting us via “Contact Us” or e-mail before or after your stay; sharing their name, surname, telephone number, e-mail address information and their requests, suggestions and problems with us. We expect from our guests to share their complaints verbally or in written with the guest relations or front office teams during their stay.

All requests, suggestions and problems submitted to us; It will be handled by the relevant department within the framework of our principles. We aim to resolve all requests, suggestions and problems submitted to us after your stay within 3 to 5 days. When necessary; During this period, our team contacts our guests to better understand their needs and expectations. We aim to resolve all requests, suggestions and problems submitted to us through agencies within 3 to 5 days. We provide solution alternatives through the channels our guests use when contacting us.