GRANDIS Premium Apartments  - Panaszkezelési szabályzat

Address: 2100 Gödöllő, Városmajor utca 3., operator: No Roaming Kft.


1., Purpose of the Complaint Handling Policy

GRANDIS Premium Apartments**** has established the following policy in order to satisfy the complaint handling needs of its guests at a higher level and to handle their complaints effectively.


2., Fundamental Principle of the Policy


    The principle of comprehensive investigation of and response to complaints:

For GRANDIS Premium Apartments**** it is of the utmost importance that its guests are always satisfied with the services provided by the accommodation. Accordingly, their complaints must be investigated impartially and comprehensively, within the framework of an equal procedure, as such an investigation may provide us with important information. Following the investigation of a complaint, our guesthouse undertakes to provide a response that sets out in detail the outcome of the comprehensive investigation of the complaint, the measures proposed for the settlement and resolution of the complaint and, where the complaint is rejected, the reasons for the rejection. In addition, the complainant shall be informed of the authority to which he or she may turn with the complaint.


3., Scope of the Policy


Personal scope

This policy applies to all employees working at the guesthouse who come into direct contact with guests. Such employees are obliged to familiarise themselves with the provisions of this policy and bear personal responsibility for compliance with them.


Material scope

The scope of this policy covers complaint handling activities relating to the lodging of complaints. This policy does not cover the handling of submissions that do not qualify as complaints.


4., Detailed provisions


The Complaint

A complaint is any objection raised against a service or omission of GRANDIS Premium Apartments**** for the resolution of which the complainant clearly and expressly requests action by GRANDIS Premium Apartments****. We kindly ask our guests to report their objections directly at the guesthouse or via the contact details indicated below, rather than turning to other bodies or authorities. It does not constitute a complaint if the guest requests general information, an opinion or a position from GRANDIS Premium Apartments****.


The Complainant:

A complainant may be any person who qualifies as a consumer under Act CLV of 1997 on Consumer Protection (1997. évi CLV. törvény) and who has used the services of GRANDIS Premium Apartments****.


Means of Lodging a Complaint:


Complaint Handling Deadlines:

GRANDIS Premium Apartments**** shall respond to written complaints on the merits within the statutory period of 30 days. Letters sent to the above  contact details are also treated as written complaints. At our guesthouse, written objections submitted by the complainant either in the customer complaints book or in any other format are treated as complaints.


GRANDIS Premium Apartments**** shall, where possible, resolve oral complaints on the spot and immediately; where this is not possible, it shall draw up a record of the oral complaint. Where possible, it shall finalise the record with the agreement of the complainant and hand over a copy to the complainant. Where the latter is not possible, it shall send the record no later than together with the response to the oral complaint – at the latest on the 30th day following receipt of the complaint.


When drawing up the record, the guesthouse shall record at least the following data:

  •     the name and residential address of the guest (complainant),
  •     the place, time and manner in which the complaint was submitted,
  •     a detailed description of the complaint and a list of the papers, documents and other evidence presented by the complainant,
  •     the undertaking's statement that the complaint has been accepted,
  •     the signature of the person drawing up the record and – except in the case of an oral complaint communicated by telephone or by means of another electronic communications service – the signature of the complainant,
  •     the place and time at which the record was drawn up,
  •     in the case of an oral complaint communicated by telephone or by means of another electronic communications service, the unique identification number of the complaint.


Handling of the Complaint

GRANDIS Premium Apartments**** registers every complaint, paying particular attention to the protection of personal data. The personal data requested serve exclusively the purpose of identification and may not serve any other data collection purpose.


The data of the guest submitting the complaint shall be processed in accordance with the provisions of Act CXII of 2011 on the Right of Informational Self-Determination and on Freedom of Information (2011. évi CXII. törvény).


Data that may be requested from the guest in the course of complaint handling:

  •     name
  •     residential address, registered office, mailing address
  •     phone number
  •     method of notification
  •     service concerned by the complaint
  •     description and reason of the complaint
  •     the complainant's claim
  •     copies of the documents necessary for the investigation of the complaint
  •     in the case of a represented customer, a valid power of attorney
  •     a description of any other data or circumstance that may be necessary for the investigation
  •     may be required.

The guest's personal data listed above are required for the purposes of identification and efficient case handling.


Registration of the Complaint

GRANDIS Premium Apartments**** keeps records of the complaints received according to uniform principles. The records have been designed so that the date of the response can be clearly established from them. The records are suitable for uncovering and identifying the facts giving rise to the complaint, and for correcting and summarising the facts and events uncovered.


Investigation of the Complaint


The investigation of the complaint is free of charge. The complaint is investigated taking into account all relevant circumstances. The language of complaint handling is Hungarian. No employee of GRANDIS Premium Apartments**** who was involved in the contested measure or decision may take part in decisions relating to the complaint.


In complaint cases concerning quality objections, the form entitled “Record of the Consumer's Quality Objections”  must be completed in every case, regardless of whether the complaint is written or oral. The content of the record is governed by Decree 49/2003 of the Minister of Economy and Transport (49/2003 GKM rendelet).


Communication of the Decision on the Complaint:

GRANDIS Premium Apartments**** forwards its decision on the merits of the complaint to the complainant in writing, accompanied by a precise, readily comprehensible and unambiguous statement of reasons. Where the document communicating the decision on the merits refers to a legal provision, the substantive content of that provision must be set out in addition to the citation of the provision.


If the complaint is rejected, or if the statutory response period of 30 days prescribed for the investigation of the complaint expires without result, the guest may turn to the bodies or authorities listed below.


Further Means of Redress Available to the Customer

If the complaint handling of GRANDIS Premium Apartments**** was not to the satisfaction of the complainant, or GRANDIS Premium Apartments**** rejected the complaint,  or the statutory  response period of 30 days prescribed for the investigation of the complaint expired without result, the guest may turn to the bodies and authorities listed below and may request the free-of-charge procedure of the territorially competent Conciliation Boards (Békéltető Testület).


To initiate proceedings, a guest qualifying as a consumer may initiate a procedure via the contact details of the Conciliation Board operating alongside the county chamber of commerce competent according to the consumer's place of residence or the place of business of the service provider. The list of county bodies is available, among others, on the http://www.bekeltetes.hu website. In such cases, the consumer also has the option of applying to a court, for example if the conciliation procedure did not produce a satisfactory result for him or her.


If, in the course of complaint handling, GRANDIS Premium Apartments**** has infringed the legislation protecting the consumer (including, among other things, failing to respond in time or on the merits to a complaint communicated in writing or orally, misleading the consumer, or committing any other infringement relating to consumer protection), the consumer may turn to the territorially competent body of the National Consumer Protection Authority (Nemzeti Fogyasztóvédelmi Hatóság, NFH). The territorial bodies of the NFH are the Consumer Protection Inspectorates of the county Government Offices, which are located in every county seat.


Records of Complaints:

The guesthouse stores complaints received in writing in a readily identifiable and retrievable manner until the following deadlines:

– in the case of an entry in the e-Complaint Book (ePanaszkönyv), for 5 years

– in the case of e-mail, the time and subject of the complaint and the time of the response, for 5 years

– for postal letters, for 5 years


5., Final provisions

Entry into force: The provisions of this policy shall apply from this date until revoked.


Gödöllő, 31 May 2024 GRANDIS Premium Apartments****