Our Commitment to Guests
At CitySuites, we are committed to delivering the highest standards of service to all guests. We value feedback both positive and constructive as it helps us continually improve our service and guest experience.
To ensure your concerns are handled fairly and efficiently, we have established the following grievance procedure. This process allows us to resolve matters internally.
Stage One - Informal Resolution
We always aim to resolve concerns quickly and informally in the first instance.
If you experience an issue during your stay, please raise it with our reception team via the appropriate channels, including:
- Reception desk
- Email - receptiontwo@citysuites.com
- Telephone - 0161 241 8722
Our team will listen carefully, investigate where needed and work with you to find a practical solution as quickly as possible.
Stage Two - Formal Complaint
If your concern cannot be resolved informally, or you wish to make a formal complaint, we ask that you submit your complaint in writing.
Your complaint should include:
- A clear description of the issue
- Any supporting evidence
- The outcome or resolution you would like to achieve
Formal complaints should be addressed to:
Head of Department
We will:
- Acknowledge receipt of your complaint within 3 working days
- Conduct a full internal investigation in line with our established procedures
- Provide a written response within 15 working days of receiving your complaint
If additional time is required, we will inform you in writing, explain the reason for the delay and provide an updated timeframe.
Stage Three - Senior Review
If you are dissatisfied with the outcome of Stage Two, you may request a further review.
This review will be conducted by a senior member of the business, such as the General Manager.
Requests for escalation must be submitted within 15 working days of receiving the Stage Two response and should include any additional information you would like us to consider.
We will:
- Acknowledge receipt within 3 working days
- Review the original complaint, investigation, and response
- Provide a final written response within 15 working days
This stage represents our final review.
Continuous Improvement
At CitySuites, we are committed to learning from all guests feedback. Every complaint is reviewed carefully and used to strengthen our procedures, training and overall service standards.
We believe that independent regulation and transparent complaints handling are essential to maintaining trust and delivering the best possible experience.