At The Baroness Hotel, we are committed to providing exceptional service to all our guests. If, however, you have any concerns or complaints during your stay, we encourage you to follow our procedure outlined below:

1. Submitting a Complaint:

• You can submit your complaint via email to info@thebaronesshotel.com or through our online form available on our website.

2. Contact Management:

• Your complaint will be addressed by our management team. Please ensure you include all relevant details in your complaint submission, such as:

  • Your name and contact information

  • Date and time of the incident

  • Specific details of the issue

  • Any individuals involved or witnesses

  • Any supporting evidence or documentation

3. Timeline for Reporting:

• Guests have up to 28 days from the occurrence of the issue to report their complaint. While we encourage timely reporting, we understand that some issues may only become apparent after this period.

4. Escalation Process:

• If you are not satisfied with the resolution provided by our management team, your complaint will be escalated to the manager and owner for further review and action.

5. Confidentiality:

• All complaints will be treated with the utmost confidentiality. However, please note that due to the nature of our business, complaints cannot be submitted anonymously.

6. Response Time:

• We aim to respond to all complaints within 5 working days. Please be patient as we thoroughly investigate and address each issue to ensure a satisfactory resolution.

We value your feedback and appreciate the opportunity to address any concerns you may have. Your satisfaction is our priority, and we are committed to ensuring you have a pleasant and enjoyable stay at The Baroness Hotel.