- Please always try to resolve the complaint at the time of receiving it, especially over the phone or if the guests are in-house.
- For post stay guest all complaints must be submitted in writing.
- Management have 7-10 business days to reply to a general complaint, this is part of our complaint handling policy submitted with the Department of Fair Trading.
- Please do not advise guest of a particular person that will be replying. Advise guests that it has been forwarded to our complaints department for a response if you are unable to handle it yourself not to sent to Management
- Please ensure you are aware of our Electrical & Plumbing Repair Policy and Compensation policy below. This is listed in our T’s & C’s on the website.
- Electrical & Plumbing Repair Policy The following is our repair policy of any item including Air Conditioning, Fridge / Freezer, Dishwasher, Washing Machine, Dryer, TVs, Foxtel, Wifi, Plumbing & Electrical. We have set contractors and technicians in place, and in most cases they are able to attend within 1-2 business days. In some cases, parts will need to be ordered from the manufacturer or the item will need to be replaced. Our policy is to schedule repairs on the next available business day. However, as we are a licensed real estate agency, if the repair requires parts and/or is a major repair or replacement, we are required to first have this approved by the property owner, body corporate and/or insurance company and this may take longer than a standard repair. We are unable to book contractors or technicians on weekends or public holidays. It is also difficult to book contractors or technicians between Christmas Eve & New Years Day and during Easter as many of them are closed along with parts suppliers. We do not offer compensation on all items (see below) however we do try and repair or replace as soon as possible. Any compensation that is offered is at the discretion of Management.
- Compensation Policy We offer compensation for the following items only: Air Conditioning, Fridge & Washing Machine. If you wish to place a claim for compensation for one of these items not working during your stay this must be submitted via email. For a claim to be considered you must allow contractors to enter the property to inspect, quote or carry out the repair at the contractor’s requested time. GCRP staff can meet the contractor and provide access so you do not have to be present. Compensation is calculated based on the item, the number of days the item was out of order, time of the year / if another item was available or provided to you, and your daily rate. We also take into consideration our agreements with the individual property owner and advice or recommendations from the Office of Fair Trading Queensland. Compensation claims will be replied to within 3 business days of your check out via reply email. A claim must be made during your stay or within 5 business days of your check out to be valid. Front office, reservations or weekend staff are unable to assist with compensation calculations or claims.