1. Introduction

We are committed to maintaining high standards of service and guest care. We recognise that, from time to time, issues may arise in connection with a booking, a stay at the Hotel, or an interaction with our staff or services. Where this occurs, we aim to address complaints in a manner that is fair, transparent, proportionate and reasonably prompt.

This Complaints Procedure sets out the process by which complaints may be raised, the manner in which they will be reviewed, and the approach we will take in investigating and responding to them.

2. Scope

This Complaints Procedure applies to complaints arising out of or in connection with:

• accommodation, Guest rooms and Hotel facilities;
• customer service and Guest-facing communications;
• bookings, reservations, payments, check-in and check-out arrangements;
• the conduct or actions of our staff; and
• any other aspect of a Guest’s stay at, use of, or dealings with the Hotel.

This procedure is intended to deal with service-related concerns and non-urgent disputes. It does not replace any process required for reporting urgent safety issues, criminal conduct, lost property, medical emergencies or matters requiring immediate attention, all of which should be raised with reception or the appropriate authority as soon as possible.

If you made your booking through a third-party platform, to the extent that the relevant third-party platform’s terms and procedures apply, you must follow that platform’s process in relation to matters such as cancellations, refunds, amendments, payment issues and reservation status. This Complaints Procedure is intended to apply to complaints relating to bookings made directly with us and to matters relating to your stay at the Hotel or otherwise within our reasonable control.

3. Raising a Complaint

If a Guest experiences any issue during their stay, the Guest is strongly encouraged to raise the matter with us as soon as reasonably practicable while still at the Hotel. This is important because it gives us a fair and reasonable opportunity to investigate the issue at the time it arises and, where possible, to take steps to resolve it during the stay itself.

Concerns during a stay may be raised by:

• speaking directly to a member of staff; or
• contacting reception.

Where a complaint is raised during a stay, we will use reasonable efforts to investigate the issue promptly and, where reasonably possible, seek to resolve it there and then. However, the nature of the issue, staff availability and operational requirements may affect the time required.

If a complaint is not resolved during the stay, or if the Guest prefers to raise the matter after departure, the complaint must be submitted to us in writing by email at: stay@tchotel.co.uk

To enable us to review a complaint properly and efficiently, the Guest should provide all reasonably relevant information available, including:

• the Guest’s full name;
• the booking reference;
• the dates of stay;
• a clear description of the complaint, including the relevant facts, dates and circumstances; and
• any supporting information or documents the Guest wishes us to take into account.

We reserve the right to request further information where reasonably necessary in order to investigate the complaint.

4. Acknowledgement of Complaints

Upon receipt of a written complaint, we will aim to acknowledge it within a reasonable timeframe.

Any acknowledgement issued by us is purely administrative in nature and is intended only to confirm receipt of the complaint. It shall not constitute acceptance of the complaint, an admission of liability, or an agreement that the Guest is entitled to any particular remedy or outcome.

5. Investigation Process

Once a complaint has been received, we will review it in good faith and undertake such enquiries as we consider reasonably appropriate in the circumstances.

Our investigation may include:

• reviewing the details of the complaint and any supporting material provided;
• examining relevant booking records, payment records, internal notes, CCTV records where available and appropriate, maintenance logs, housekeeping records or correspondence;
• consulting with members of staff, management or other relevant personnel involved; and
• making any further enquiries or assessments we consider reasonably necessary to understand the complaint and determine an appropriate response.

We aim to complete our investigation and provide a response within up to 25 working days of receipt of the complaint, or of receipt of any further information requested from the Guest, whichever is later.

In some cases, the investigation may take longer where the complaint is particularly complex, where relevant personnel are unavailable, where third-party information is required, or where the volume or nature of the issues raised reasonably requires additional time. In such cases, we may notify the Guest that further time is required.

6. Response to a Complaint

Following completion of our investigation, we will provide a written response setting out our position. Our response will be based on the information available to us at the time of the investigation, including any information or records provided by the Guest and any internal material reasonably available to us.

7. Resolution

Where, following investigation, we consider that some form of resolution is appropriate, we may, at our discretion, offer such steps or remedies as we consider reasonable in the circumstances.

Nothing in this Complaints Procedure shall oblige us to offer compensation, a refund, reimbursement, credit or any other financial remedy, except where required by applicable law or where we expressly agree to do so.

8. Guest Responsibilities

In order for complaints to be handled fairly and efficiently, Guests are expected to:

• provide accurate, complete and truthful information;
• raise issues promptly and, where possible, during the stay;
• engage with us in a reasonable, respectful and constructive manner; and
• provide us with a reasonable opportunity to investigate and respond before escalating the matter elsewhere.

We reserve the right to limit, suspend or decline further engagement in relation to any complaint which, in our reasonable opinion, is:

• abusive, threatening, offensive or harassing;
• vexatious, frivolous or repetitive;
• made in bad faith; or
• unsupported by sufficient information to permit meaningful investigation.

9. No Admission of Liability

This Complaints Procedure is intended solely to provide a structured process for the receipt, review and handling of complaints. It does not constitute, and shall not be interpreted as, an admission by us of liability, fault, breach of contract, negligence or wrongdoing.

Any liability arising in connection with a booking, stay, service or complaint shall remain subject to the Hotel’s Terms and Conditions and to applicable law.

10. Limitation of Effect

This Complaints Procedure does not override, amend or replace any rights, protections, limitations, exclusions or obligations set out in the Hotel’s Terms and Conditions or under applicable law. To the extent of any inconsistency, the Hotel’s Terms and Conditions and mandatory provisions of law shall prevail.

11. Data Protection

Any personal data submitted to us in connection with a complaint will be processed in accordance with our Privacy Policy. Such information may be used for the purposes of receiving, administering, investigating, responding to and maintaining records of complaints, and for related legal, regulatory and operational purposes.

12. Amendments to This Procedure

We reserve the right to amend, update or replace this Complaints Procedure from time to time. Any updated version will be made available on our website. Unless otherwise stated by us, the version of the Complaints Procedure in force at the time the complaint is submitted shall apply to that complaint.

13. Governing Law

This Complaints Procedure and any dispute or claim arising out of or in connection with it shall be governed by and construed in accordance with the laws of England and Wales.