As ASKA Lara Resort & SPA, we are committed to ensuring that our guests have a pleasant, peaceful, and safe holiday. We are happy to address any special requests or concerns that may arise during the reservation process or during your stay, free of charge and within the bounds of our legal and supplier obligations. We will; • Approach all complaints and requests with a neutral and honest mindset, without any discrimination, and prioritize their resolution • Be readily available for communication through various channels to ensure that our guests can easily convey their complaints and requests to us • Conduct training to increase awareness and sensitivity to our guest-oriented complaint and request management system, ensuring that all employees, from top management to front-line staff, are aware of and adhere to these principles • Compensate our guests for any material or moral damages that may result from receiving services other than those promised • Examine and resolve requests and complaints within the necessary timeframe and in accordance with the conditions required to ensure guest satisfaction, and keep our guests informed of the progress and resolution • Continuously strive to improve and develop our service based on the feedback and experiences shared by our guests, and provide all necessary resources to achieve this goal • Maintain the confidentiality of our guests' requests and complaints throughout the resolution process
