At Monte dos Pipeiros, we highly value your satisfaction and aim to make your experience with us as enjoyable as possible. However, we understand that there may be moments when you are not entirely satisfied with our services. In such cases, we are ready to listen to you and take action to resolve any issues.
Your voice is our drive. We place great importance on your feedback as it enables us to enhance our service and exceed your expectations. Below, we explain how you can file a complaint and what to expect after doing so. We strive to handle your complaint as promptly and thoroughly as possible, with respect for your privacy and satisfaction as our ultimate goal.
Do you have comments, suggestions, or complaints? Please do not hesitate to contact us following the procedure described below. We value your feedback and look forward to serving you.
STEP 1: Get in Touch
If you have a complaint regarding our services, we kindly ask you to first get in touch with us. This can be done through various means:
Phone: call Pipeiros at +351 289 014 561.
Email: send an email to info@pipeiros.com.
Online Form: fill out our online complaints form on our website.
In Person: visit your host at our location.
STEP 2: Describe Your Complaint
When contacting us, please describe the nature of your complaint in as much detail as possible. Include relevant details such as the date, time, location, and any involved staff or details about your stay.
STEP 3: Receipt Confirmation
Once we have received your complaint, we will send you a receipt confirmation. We will carefully investigate your complaint and aim to provide a substantive response within 5 after receiving your complaint.
STEP 4: Investigation and Resolution
Our team will thoroughly investigate your complaint and endeavor to find an appropriate solution. This may involve rectifying errors, offering compensation, or implementing improvements in our services.
STEP 5: Feedback
We will reach out to you to discuss the results of our investigation and the proposed solution. We appreciate your feedback and will do our best to meet your expectations.
STEP 6: Closure
Once your complaint has been satisfactorily resolved, we will consider the matter closed. If you are not satisfied with the offered solution, you may consider further steps such as mediation or contacting relevant supervisory authorities.
STEP 7: Continuous Improvement
We aim to utilize complaints as learning opportunities and continually improve our services. Your feedback is invaluable in achieving this goal.