COMPLAINTS

SUBMITTING COMPLAINTS AND OBJECTIONS

We value your satisfaction as a consumer and are committed to resolving any concerns or complaints you may have regarding our services. If you wish to submit a written consumer complaint, please follow the guidelines outlined below.

As stated in Article 10 of the Consumer Protection Act, we provide customers with the opportunity to submit their complaints by mail to our address at info@retreat.villas.

Upon receiving your complaint, we will acknowledge its receipt and address all objections and complaints within 15 days.

• To ensure proper communication, please provide accurate contact information (full name, address, telephone number, and email address) for us to respond accordingly

• Provide Clear and Detailed Information

When submitting your complaint, please include clear and detailed information about the issue you are experiencing. This may include relevant dates, booking details, communication history, and any supporting documentation.

• Supporting Documentation

If you have any supporting documents related to your complaint, such as invoices, booking confirmations, or correspondence, please attach copies to your written complaint. These documents can assist us in better understanding and resolving the issue.

We are committed to providing excellent customer service and resolving any issues that may arise in a fair and efficient manner. In the event of a dispute between us and our customers, we strive to find a mutually satisfactory resolution through direct communication and negotiation.

ALTERNATIVE DISPUTE RESOLUTION FOR ONLINE DISPUTES – ODR

However, if a resolution cannot be reached through direct communication, we inform our customers about the option of Online Dispute Resolution (ODR). ODR is a process that allows parties to resolve disputes online without the need for traditional court proceedings. It provides a convenient and cost-effective alternative to resolve disputes in a fair and impartial manner.

The European Commission has developed an Online Dispute Resolution platform (ODR platform) that serves as a central point of access for consumers and businesses to resolve disputes arising from online transactions. This platform can be accessed at the following link: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show

Please note that our participation in the ODR platform is voluntary, and we are committed to handling any disputes promptly and fairly in accordance with applicable laws. We encourage our customers to reach out to us directly in the event of a dispute so that we can work towards finding a satisfactory solution.