La Fortezza Ltd. (headquarters: 1056 Budapest, Váci u. 57, 1st floor, hereinafter referred to as “La Fortezza Guesthouse ***) has established the following complaint management policy to ensure the higher level of satisfaction and efficient handling of complaints from its guests:

Basic Principles

The utmost importance for La Fortezza Guesthouse *** is to ensure that its guests are always satisfied with the services provided. Therefore, their complaints must be examined impartially and comprehensively, within a fair process. This examination can provide valuable information for us. After investigating the complaint, our guesthouse commits to providing a response that thoroughly addresses the outcome of the complaint’s investigation, proposed resolutions, measures taken, or, in case of rejection, the reasons for the rejection. Furthermore, the complainant will be informed of the authority they can turn to with their complaint.

Scope

• Personal Scope
  This policy applies to all employees working in our guesthouse, who are required to adhere to the provisions of this policy and take personal responsibility for compliance.
• Subject Scope
  The scope of this policy extends to the handling of complaints related to the reporting of complaints. This policy does not cover the handling of non-complaint-related reports.

Detailed Provisions

• The Complaint
  A complaint refers to any explicit and specific objection raised by the complainant against the services provided by La Fortezza Guesthouse *** or their omission, for which the complainant expressly requests the involvement of La Fortezza Guesthouse *** in its resolution. We kindly ask our guests to report their complaints directly to the reception located in the guesthouse or through the contact information provided below. It is not considered a complaint if the customer seeks general information, opinion, or clarification from La Fortezza Guesthouse ***.
• The Complainant
  The complainant can be any person who qualifies as a consumer under Act CLV of 1997 on Consumer Protection, who has used the services of La Fortezza Guesthouse *** or visited our website for information purposes, or viewed, read, or heard any of our advertisements on social media.

Methods and Places of Complaint Submission

• Oral Complaint
• In person at the reception desk of our guesthouse or by phone at ……………..
• Written Complaint
• By post (1056 Budapest, Váci u. 57, 1st floor)
• By email (lafortezzabp@gmail.com)
• In our guestbook located in the guesthouse (1056 Budapest, Váci u. 57, 1st floor)

Complaint Handling Deadlines

La Fortezza Guesthouse *** will respond substantively to written complaints within the legally prescribed period of 30 days. The above-mentioned contact details can be used for sending written complaints as well. In our guesthouse, we consider both written complaints entered into the guestbook and those submitted in other formats as official complaints.

Oral complaints received by La Fortezza Guesthouse *** will be promptly examined, and whenever possible, resolved on the spot after the investigation. If immediate resolution is not feasible, a written record will be made of the oral complaint. The record will be finalized, if possible with the consent of the complainant, and a copy will be provided to the complainant. If this is not possible, the record will be sent, at the latest, with the response to the oral complaint, but no later than 30 days from the receipt of the complaint.

When recording the minutes, La Fortezza Guesthouse *** will capture at least the following information:

• The name and address of the guest (complainant)
• Place, time, and method of presenting the complaint
• Detailed description of the complaint, list of documents, papers, and other evidence presented by the complainant
• Statement of the business regarding its position on the complaint, if an immediate investigation of the complaint is possible
• The person taking the minutes and, except for oral complaints communicated by phone or other electronic communication services, the signature of the complainant
• Place and time of recording the minutes
• In the case of an oral complaint communicated by phone or other electronic communication services, a unique identification number for the complaint.

Complaint Handling

La Fortezza Guesthouse *** keeps a record of all complaints, paying special attention to the protection of personal data. The requested personal data are solely for the purpose of identification and should not serve any other data collection purpose. The handling of complainants’ personal data must comply with the provisions of Act CXII of 2011 on Informational Self-Determination and Freedom of Information.

During the complaint handling process, the following data may be requested from the guest:

• Name
• Address, registered office, mailing address
• Phone number
• Method of notification
• Service affected by the complaint
• Description and cause of the complaint
• Complainant’s request
• Copy of documents necessary for the investigation of the complaint
• Valid authorization in the case of an authorized client
• Description of any other data or circumstances that may be necessary for the investigation of the complaint.

The above-mentioned personal data of the guest are necessary for identification and effective case management.

Investigation of the Complaint

The investigation of the complaint is free of charge. The investigation considers all relevant circumstances. The language used for complaint handling is Hungarian, and if necessary, English. La Fortezza Guesthouse *** employees who have been involved in the measure or decision that is subject to the complaint shall not participate in decisions related to the complaint.

In cases of complaints related to quality issues, the “Record of Consumer Quality Complaints” form must be completed in all cases, regardless of whether the complaint is in writing or oral. The content of the form is regulated by Decree No. 19/2014 (V.29.) of the Ministry of National Economy.

Communication of the Decision on Complaint Handling

La Fortezza Guesthouse *** communicates its substantive decision in writing to the complainant, providing a precise, clear, and unambiguous justification for the decision. If the communication refers to a legal provision, in addition to indicating the legal provision, the relevant provision of that law must also be presented.

In case of rejection of the complaint or the expiration of the statutory 30-day deadline for response, the guest may turn to the relevant Regional Arbitration Bodies.

Responsibilities for Complaint Handling Procedures

Based on the complaint handling system and procedures of La Fortezza Guesthouse ***, the following individuals are authorized to deal with complaint handling:

• Business Manager
• Executive

Further Remedies for the Guest

If the complaint is rejected or if the response is not received within the statutory 30-day deadline for response, the customer may turn to the following bodies or authorities:

If the complaint handling activity of La Fortezza Guesthouse *** did not satisfy the complainant or if the complaint was rejected by La Fortezza Guesthouse ***, the customer can request free proceedings from the competent Regional Arbitration Bodies. To initiate the proceedings, the guest qualifying as a consumer may initiate the procedure by contacting the Arbitration Body operating at the county chamber of commerce competent for their place of residence or the location of the obligor’s activity. The list of county organizations can be found, among others, at www.bekeltetes.hu. In similar cases, the consumer also has the option to turn to the court, for example, if the arbitration did not produce satisfactory results.

La Fortezza Apartments
Management