This policy outlines ProHouse’s commitment to handling complaints fairly, efficiently, and professionally. Our goals are to:
Recognise and protect our guests’ and clients’ right to raise complaints.
Provide a clear, accessible, and well-communicated complaints process.
Ensure fairness to both the complainant and any staff or parties involved.
Respond to complaints promptly, courteously, and transparently.
Identify remedies and solutions where appropriate.
Record, assess, and review complaints regularly to improve our services.
Complaints can be made in several ways:
In writing: via email or postal mail.
Verbally: in person or by phone (follow-up in writing is appreciated).
Feedback forms or surveys: through our website or onsite forms.
Anyone can make a complaint, including guests, service providers, corporate clients, or community organisations.
While staying at ProHouse
Many issues can be resolved quickly by speaking directly to our on-site staff. Staff aim to address and resolve problems within 24 hours wherever possible. Please notify our team as soon as a problem arises so we can act promptly.
Other complaints
You can contact the ProHouse office directly and provide your complaint in writing. The sooner we know about the issue, the sooner we can work on a resolution.
Provide clear details
When making a complaint, please include as much information as possible, such as:
What happened
When it happened
Any supporting documents, photos, or evidence
How you think the issue can be resolved
We will:
Listen carefully to your concerns.
Gather relevant information and speak with all parties involved.
Provide answers to your questions wherever possible.
Take professional steps to resolve the issue promptly.
Keep you updated on the progress of your complaint.
Strive to achieve a fair and mutually satisfactory outcome.
At ProHouse, we view complaints as an opportunity to improve our services and ensure every guest has a comfortable and enjoyable stay.