Complaints Book
In compliance with Peruvian consumer protection regulations, Hotel Posada Miraflores, located at Diez Canseco 480-B, Miraflores, Lima, Peru, makes the Complaints Book available to its guests, users, and consumers.
The Complaints Book allows consumers to submit complaints or claims regarding inconveniences related to the purchase of a product or service. Indecopi states that every provider must make it available when requested by the consumer, either in physical or virtual format.
1. Provider identification
Business name / Trade name, Tax ID number, Address, Email address, and WhatsApp / Phone number.
2. What is a claim?
A claim is an expression of dissatisfaction directly related to the service provided.
It may be related to aspects such as:
- Reservation.
- Service received.
- Assigned room.
- Charges.
- Conditions offered.
- Included services.
- Failure to comply with the information provided.
- Issues during the stay.
3. What is a complaint?
A complaint is an expression of discomfort or dissatisfaction regarding response time.
- Treatment received.
- Lack of guidance.
- Poor communication.
- Issues with customer service channels.
4. Means for submitting a claim or complaint.
The user may request or submit the Complaints Book through the following channels:
In-person service: Diez Canseco 480-B, Miraflores, Lima, Peru.
Email address: To comment on customer service or other aspects not necessarily directly related to the contracted service.
5. Information required to register the claim or complaint.
To register a complaint or claim, the following information may be requested:
- Full name.
- ID.
- Address.
- Email address.
- Phone number.
- Date of the incident.
- Type of service contracted.
- Amount claimed, if applicable.
- Description of the claim or complaint.
- Request or solution sought.
- Supporting evidence or documents, if the user has them.
6. Handling of claims
Hotel Posada Miraflores will review the information submitted and provide a response within the period established by the applicable regulations.
Submitting a claim does not prevent the consumer from contacting Indecopi or another competent authority if they deem it necessary.
7. Proof of registration
Once the claim or complaint has been registered, the user will receive proof or a copy of the complaint form, depending on the method used.
Hotel Posada Miraflores will keep the corresponding record in accordance with the applicable obligations.
