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MANAGEMENT POLICY AND COMPLAINTS PROCEDURE

Purpose and Objective

Kanapitsa Mare Hotel has set as its goal the continuous improvement of the service it provides to its customers. Effective complaints management is a prerequisite for providing quality services and is an essential source of evidence for identifying weaknesses in policies and procedures. For this purpose, the hotel has established and developed a Complaints Management Policy and has defined guidelines on how it will receive and manage the complaints sent. Implementation of this policy ensures that complaints submitted are dealt with fairly and promptly with efficiency and confidentiality.

Policy Statement

Kanapitsa Mare Hotel through this policy undertakes that the management of complaints will be prompt and fair by ensuring that:

The complaint will be studied in depth and with discretion.
Will be fair to you and to any person in its workforce who may be the subject of the complaint.
There will be no charge for submitting the complaint.
Its policy will always be posted on its website, www.kanapitsamare.com.
The protection of personal data as defined by the European Union and the relevant Law (the Processing of Personal Data (Protection of the Individual) Act of 2001) will always be respected.
Complaints will be recorded and analyzed at regular intervals to identify and resolve problematic processes and practices and avoid repeated omissions.
Individuals named in the complaint or persons responsible for handling complaints will not participate in an investigation of the complaint if there is a conflict of interest.
The hotel staff will be continuously trained and will have direct access to the complaints management policy, always aiming to manage them effectively.
The Board of Directors, the Management, and the workforce of the hotel recognize your right to submit a complaint and are committed to the goal of fair and efficient resolution of problems that may arise from the services it offers.

Policy Review

The complaints management system included in this Policy and the internal procedures applied will be reviewed at least annually in order to continuously ensure transparency, efficiency, and the greatest possible satisfaction of the hotel's customers.

Complaints Procedure

1. Who can file a complaint

Any complaint can be submitted by any tenant of the hotel.

2. The first point of contact

The first point of contact, in case you are not satisfied with any of the services we offer, should be the Hotel Reception. Our goal is to provide a solution immediately and in the first year with the aim of ensuring you an excellent experience from our hotel, and clearly before your departure.

3. Stages of filing a complaint

If you consider that further examination of the matter is necessary, you should submit a formal complaint to This email address is being protected from spambots. You need JavaScript enabled to view it. in writing (by email) so that the matter can be investigated independently.

Once you have received a response and are still not satisfied with the way your complaint has been handled, you can write to:

General Manager Kanapitsa Mare Hotel Kanapitsa, Skiathos, 37002, Greece

We emphasize that all formal complaints should be sent in writing. This way your rights are protected, and we are given the opportunity to handle all complaints fairly, discreetly, efficiently, and consistently.

From you we would like to:

- enter details of the reservation (or the agency) and your contact details

- clearly describe your complaint

- you are specific about the reasons why you are making a complaint

- state your expectations regarding the resolution of the problem

4. Complaint handling time

If a response to your formal complaint cannot be provided immediately, it will be investigated within the following timeframes:

- Sending confirmation of receipt of the complaint within two working days from the date of receipt.

- Your complaint will be investigated within 15 working days and the answer will be sent to you immediately.

- In individual cases where more time is required for a more correct and thorough investigation, we will request an extension in writing. In the letter we will mention, in addition to any additional information we may need, the actions we have already taken and the actions to be taken to complete the investigation, so that you are fully informed.

- We will aim for the response to be sent no later than 10 working days from the day we inform you that we need more time or from the day we receive any additional information we have requested from you.

5. Right to information

During the investigation of your complaint, you have every right to request information on its progress by contacting the hotel.

The management of Kanapitsa Mare Hotel

Dear guests,

The management and staff of Kanapitsa Mare Hotel of Skiathos, welcome you and wish you a pleasant stay during your vacation in one of the most beautiful islands of the Aegean Sea.

In the following pages, you shall find useful information that can help make your stay even more comfortable and enjoyable.

We would like to inform you that all common areas of the hotel are being covered under 24hr surveillance (CCTV) system for your protection. SMOKING is not allowed in the internal common areas of the hotel.

FRONT OFFICE & GUEST SERVICES

The reception is located at the Hotel entrance and is at your service 24 hours. All the staff are in the delightful position to serve and respond to all your needs during your stay.

TIME OF ARRIVAL & DEPARTURE

Please bear in mind that your room is at your service from 15:00 on the day or your arrival till 11:00 on the day of your departure.

WAKE UP CALL

For wakeup call please notify the reception.

BREAKFAST

The breakfast room of the hotel located on the Lobby level and Lounge. Breakfast is served in American buffet style from 8:00 till 10:30 where you can enjoy omelets, croissants, yogurt, cereals...

ROOM SERVICE

We invite you to check the Room Service Catalogue.
Hours of operation 11:00 – 22:00 Please call the reception (ext.9) for your order.

ROOM LIGHTING

The lighting of the room is on operation with the placement of the electronic key card (same card used to enter the room) at the box near the door. Please return all key cards at the reception desk on your departure.

AIR-CONDITIONING

The air-conditioning is regulated by you. For it to start working, all doors and windows of the rooms should be closed. Make sure that the room key card is located in its box next to the door. Do keep in mind that the temperature should remain no less than 23 degrees and also, the a/c unit should NOT be left running if you exit the room; housekeeping will turn off the units.

INTERNET

In order to connect your laptop, or mobile device to the internet via WIFI you need to select the network MARE; WIFI passcode is available at the front desk.
Please note that Internet access is FREE of charge.

TELEPHONE

From the telephone, in your room, you can call directly by dialing 0 for the external line. Please contact reception (ext.9) to open your line. For internal communication among rooms or hotel areas, you are required to dial the room number.

SAFETY DEPOSIT BOX

Your safety deposit box is located in your room closet and is available for the keeping of your valuables. The hotel shall not bear any responsibility in case of loss. On your departure, please make sure you have emptied the safe and that you have left the door open. To use the safe box (the ones with a key) you will need to get the key from the front desk; a refundable deposit for the key of 20 euro is required.

ELECTRONIC SAFE BOX INSTRUCTIONS

PRESS THE BUTTON BEHIND THE DOOR v PRESS START
ENTER SIX DIGITS
TURN THE KNOB

ROOM CLEANING

Kanapitsa Mare Hotel of Skiathos is an active environment protector. Therefore we ask you if your towels are not dirty to place them in the sink of your bathroom, and the maid will fold them back. This way you help limit the waste of energy, water and chemicals.
For any special needs that you have, please contact Reception.

POOL BAR
Lithos Bar Restaurant of Skiathos is located at the swimming pool area of the hotel where you can relax and

enjoy your coffee, your snacks and summer Cocktails from 11:00 am till late...

POOL

The pool of the hotel operates from 09:00 till 21:00. Swimming in the pool after 21.00 till the next morning is not allowed, as during that time the pool is being cleaned
Diving in the swimming pool is also not allowed, as the danger of being hurt is high.

CONFERENCE-EVENT ROOMS

Kanapitsa Mare Hotel of Skiathos, is equipped with 2 conference/event rooms, with capacity of 85 and 60 people (classroom type). For more information, please visit our website at www.kanapitsamare.com or call the Conference & Events management department at ext. 200

WEDDING PLANNING SERVICES

Kanapitsa Mare Hotel offers complete Wedding Planning services, for those guests that wish to make their Special Day memorable and spend it in luxury. For more information and details please visit our website at https://weddings.kanapitsa.com or contact the Front Desk.

USEFUL TELEPHONE NUMBERS

Reception: 9
Bar: 400
External line: 0
Police station: 24270 21111

Airport: www.jsi-airport.gr
Olympic Airways: www.olympicair.com

Health center: 24273-50020
Ferry boats: 24270-22209

Wishing you a most enjoyable Stay!

www.kanapitsamare.com

GDPR Policy

What is GDPR: The General Data Protection Regulation is the European Union 2016/679 Directive, in force since 28/05/2018, dealing with data which can be used to a) identify b) persons in c) the European Union. Therefore data unable to identify persons, data identifying legal entities, and data regarding persons outside the European Union is not in the frame of GDPR. If you are just visiting our site your cookies might be used by the search engines to forward you information regarding similar sites. Those actions, that are common on the internet, do not come from our website, and unless you register for further information your IP number cannot be handled by our site. Our website uses cookies. If you have blocked cookies, you may not be able to use all the features on our website.

Our company is fully committed to safeguarding the privacy and personal information of our customers. Our managers have been in the hospital administration business since well before personal computers. Therefore your trust has our business going into its third generation and your satisfaction is pivotal to our very existence in the hospitality industry.

Collecting personal information: The only personal and identifying information that we as a company will keep for as law prescribes is information given to us by you. The following types of information may be collected, stored, and used: information that you enter while using the services on our website; information relating to the services you purchase, or transactions you make through our website, which includes your name, address, telephone number, email address, and credit card details; information that you post to our website with the intention of publishing it on the internet, which includes your username, profile pictures, and the content of your posts; information contained in any communications that you send to us by email or through our website, including its communication content and metadata; any other personal information that you send to us. Before you disclose to us the personal information of another person, you must obtain that person’s consent to both the disclosure and the processing of that personal information in accordance with this policy. Please let us know if the personal information that we hold about you needs to be corrected or updated.

Using your personal information: Personal information submitted to us through our website will be used for the purposes specified in this policy or the website. We shall use your personal information for the following: administering our website and business; enabling your use of the services available on our website; supplying you goods and services purchased through our website; sending statements, invoices, and payment reminders to you, collecting payments from you; personalizing our website for you; dealing with inquiries and complaints made by or about you; sending you email notifications that you have specifically requested(you can inform us at any time if you no longer require the newsletter); If you submit personal information for publication on our website, we will publish and otherwise use that information in accordance with the license you grant to us. Your privacy settings can be used to limit the publication of your information on our website and can be adjusted using privacy controls on the website.

Disclosing personal information: We may disclose your personal information to any of our employees, officers, insurers, professional advisers, agents, suppliers, or subcontractors as necessary for the purposes of our business. We may further disclose your personal information: to the extent that we are required to do so by law; in connection with any ongoing or prospective legal proceedings; in order to establish, exercise, or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk); to the purchaser (or prospective purchaser) of any business or asset that we are (or are contemplating) selling; Except as provided above, we do not provide your personal information.

International data transfers: Information that we collect may be stored, processed in, and transferred between any of the countries in which we operate in order to enable us to use the information in accordance with this policy. Information that we collect may be transferred to countries which do not have data protection laws equivalent to those in force in the European Economic Area. Personal information that you publish on our website or submit for publication on our website may be available, via the internet, around the world. We cannot prevent the use or misuse of such information by others. You expressly agree to the transfers of personal information described above.

Retaining personal information: Personal information that we process for any purpose shall not be kept for longer than necessary. We will retain documents (including electronic documents) containing personal data to the extent that we are required to do so by law; if we believe that the documents may be relevant to any ongoing or prospective legal proceedings; and in order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk).

Security of your personal information: We take all reasonable technical and organizational precautions to prevent the loss, misuse or alteration of your personal information. We store all the personal information you provide on our secure (password- and firewall-protected) servers. All electronic financial transactions entered into through our website are protected by encryption technology. You acknowledge that the transmission of information over the internet is inherently insecure and we cannot guarantee the security of data sent over the internet. Kindly keep the password you use for accessing our website confidential; but for when you log in to our website we will not ask you for your password.

Amendments: We may update this policy from time to time by publishing a new version on our website. You should check this page occasionally to ensure you understand any changes to this policy. We may notify you of changes to this policy by email or through the private messaging system on our website.

Your rights: You may instruct us to provide you with any personal information we hold about you; provision of such information may be subject to payment of a fee and supply of appropriate evidence of your identity.

Marketing purposes: You may instruct us at any time not to process your personal information for marketing purposes. In practice, you will usually either expressly agree in advance to our use of your personal information for marketing purposes, or we will provide you with an opportunity to opt-out of the use of your personal information for marketing purposes.

Hyperlinks to third-party websites: Our website includes hyperlinks to, and details of, third party websites. We have no control over and are not responsible for, the privacy policies and practices of third parties.

Kanapitsa Mare Hotel of Skiathos is one of the most romantic wedding venues. To enjoy a romantic beach wedding service, a civil wedding service overlooking the Aegean or to renew your wedding vows, Kanapitsa Mare Hotel and Skiathos Weddings can offer a romantic and unique experience.
At Kanapitsa Mare Hotel, your wedding from planning up to the Big Day will be a pleasant and fun experience.

We will walk you through the required legalities, set the venue to your liking, and organize flowers, makeup, photos, drinks, pre-wedding party, and after-wedding party.

To make things easier for the guests (as well as the bride & groom of course) we will offer the superior suite and a selection of modern rooms for accommodation at preferred rates.

We invite you to contact us at +306994402464 (Tel & WhatsApp), or email This email address is being protected from spambots. You need JavaScript enabled to view it., for more information.

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