In accordance with the provisions of the Law of Ukraine “On Consumer Rights Protection” No. 1023-XII dated May 12, 1991, the Law of Ukraine “On Citizens' Appeals” No. 393/96-VR dated October 2, 1996, as well as other regulatory legal acts of Ukraine regulating relations in the field of consumer rights protection and consideration of citizens' appeals, the following policy for considering complaints and appeals is established.

1. GENERAL PROVISIONS

Grand Spa Resort and Conference, managed by the Fomich Hotels Group Management Company, recognizes the paramount importance of meeting the needs and expectations of our guests and partners. We understand that even with the highest standards of service, situations may arise that require special attention and prompt resolution. That is why we have developed a comprehensive system for considering and processing complaints, which ensures the most effective resolution of any problem situations.

This Policy establishes clear procedures and principles for considering all types of complaints, comments and suggestions received through the website. https://grandspa.com.ua/ (hereinafter referred to as the “Site”). Our goal is not only to solve specific problems, but also to constantly improve the quality of our services based on the feedback we receive.

2. SCOPE OF APPLICATION

This Policy covers a comprehensive approach to handling all types of complaints received through online communication channels. We give equal attention to each complaint, regardless of its nature and complexity.

The scope of the Policy includes consideration of issues related to: The functioning of online services. We carefully monitor and promptly respond to any technical difficulties that may arise when using online booking systems, filling out forms, or navigating the Site.

Quality of service: Particular attention is paid to comments regarding the quality of interaction with our online services and support staff.

Investment matters: We provide professional consideration of appeals related to investment opportunities and processes.

Personal data protection: Questions privacy and security Users' personal information is treated with maximum responsibility and priority.

3. COMPLAINT PROCEDURE

3.1. Complaints channels

Understanding the importance of accessibility and ease of communication, we provide various channels for submitting complaints and appeals. Each user can choose the most convenient way of communication:

Online form on the Site: A specially designed feedback form allows you to structure your request and attach the necessary materials. The form is available 24/7 and provides automatic confirmation of receipt of your request.

Email: Applications are accepted at the official address sales@grandspa.com. Our specialists process each letter with due attention and professionalism.

Telephone communication: By calling +38 073 320 4085 you can receive prompt advice and submit an oral appeal, which will be recorded by our operators.

Written appeal: For official appeals, you can send a letter to the following address: Ivano-Frankivsk region, Polyanytsya village, Bukovel resort.

3.2. Required information

To ensure the most efficient and prompt processing of your request, we ask that you provide complete and detailed information about the situation that has arisen. This will help us better understand the essence of the problem and find the optimal solution.

When filing a complaint, it is important to note:

Identification data: The applicant's full name and contact information for feedback are necessary for personalized consideration of the application and information about the progress of its resolution.

Description of the situation: A detailed description of the problem should include specific facts, dates, and circumstances surrounding the situation. The more relevant information you provide, the more efficiently we can process your request.

Supporting materials: Any documents, screenshots, or other materials relevant to the situation can be extremely helpful in fully understanding the problem and making the right decision.

4. COMPLAINTS PROCESS

4.1. Consideration terms

We set clear time frames for each stage of reviewing applications, ensuring the efficiency and effectiveness of the process:

Initial response: Within 24 hours of receiving the complaint, our specialists send confirmation of receipt and information about further steps in the review.

Standard review: Most requests are processed within 3 business days. During this time, we analyze the situation and provide an initial response with a proposal for resolving the issue.

Complex cases: If the situation requires a detailed investigation or the involvement of additional specialists, the review period may be extended to 14 business days. In such cases, we will inform the applicant about the reasons for the extension and the expected time frame for resolving the issue.

Special situations: In exceptional cases, where complex technical analysis or external expertise is required, the processing time may be up to 30 days. Such cases are accompanied by regular updates to the applicant on the progress of the case.

4.2. Stages of consideration

Each application goes through a clearly defined review procedure:

Registration and categorization: Immediately upon receipt, the complaint is registered in our system with a unique tracking number. Initial analysis and priority level determination are performed.

Appointment of a responsible person: Each request is assigned a specific specialist who is responsible for its full consideration and resolution.

Information collection and analysis: A detailed study of all aspects of the situation is carried out, necessary data and documents are collected, and relevant departments are consulted.

Solution development: Based on the information collected, a comprehensive solution to the problem is formed that takes into account the interests of all parties and meets established quality standards.

Agreement and implementation: The proposed solution is agreed with management and implemented. The applicant receives detailed information about the measures taken and the results.

5. WARRANTIES AND OBLIGATIONS

The management company Fomich Hotels Group undertakes the following obligations regarding the consideration of complaints:

Confidentiality: We guarantee complete confidentiality of all information received and its use solely for the purposes of considering and resolving a specific situation.

Objectivity: Each appeal is considered impartially, taking into account all available facts and circumstances.

Professionalism: Qualified specialists with appropriate experience and competence are involved in the consideration of complaints.

Transparency: We ensure complete transparency in the complaints process and regularly inform applicants about the progress of their applications.

6. APPEAL

In cases where the applicant does not agree with the decision made, we provide the opportunity to review it:

Reconsideration: The complaint may be reconsidered taking into account additional materials and arguments.

Escalation: The complaint may be forwarded to the company's senior management for consideration.

Additional expertise: If necessary, an independent expertise of the situation may be conducted.

7. CONTROL AND REPORTING

To ensure continuous improvement of our work, we carry out:

Systematic analysis: All received requests are regularly analyzed to identify systemic problems and develop preventive measures.

Quality monitoring: Continuous monitoring of the quality of complaint handling and compliance with established procedures is carried out.

Reporting: Regular reports are generated on work with requests, which are used to improve our services.

8. CONTACT INFORMATION

Grand Spa Resort and Conference Managed by: Fomich Hotels Group Management Company Contact phone: +38 073 320 4085 Email: sales@grandspa.com Physical address: Ivano-Frankivsk region, Polyanytsya village, Bukovel resort

We are always open to dialogue and ready for constructive cooperation to ensure the highest quality of service to our clients and partners.

Last updated: 27.02.2025