Complaints procedure

Complaint about a hotel

If you have a complaint about one of our hotels, we will forward it to the relevant hotel asking whether they want to handle your complaint. You can submit your complaint by filling in our contact form. You will receive the email below as confirmation of receipt:

Dear Guest,

Hereby we confirm the receipt of your mail on your experience in one of the Van der Valk Hotels.

We regret that your expectations have not been met.
Van der Valk has no head office, all companies are independent in their policy.
That is why your message has been forwarded to the relevant hotel asking whether they can handle your response.

We hope to have informed you sufficiently.

Sincerely,
on behalf of the Van der Valk Exclusive Hotels & Restaurants
www.valkexclusief.nl

Complaint about the Valk gift card

If you find that you have not been properly treated by one of our employees, you are not satisfied with the processing of your order through our website, you have a complaint about the gift card received, or you think that your complaint has not been settled satisfactorily, you can express your dissatisfaction by contacting us.

Of course it is also possible to contact us by telephone. In many cases, a solution that is acceptable to both parties is quickly achieved.

How and where can you submit your complaint about the Valk Cadeaucard?

You can submit your complaint by filling in our contact form or by calling 085 - 001 4480.

You can also send a written complaint to:
Van der valk Gift Card
For the attention of the Complaints Management department
Winthontlaan 4-6
3625 KV Utrecht

You will receive a written (e-mail) confirmation of receipt of your complaint:

Your complaint will be processed if:
You have ordered the gift card on Valkcadeaucard.nl;
Your name / address / place of residence states;

From the moment the complaint is submitted, in principle no more than 2 weeks may elapse before you have received the ruling on your complaint. You will receive a substantive response to your complaint from us within this period.

Submit a complaint to the Disputes Committee

Are you not satisfied with the handling of your complaint? Then you can submit it to the Dispute Committee Thuiswinkel, Postbus 90600, 2509 LP in The Hague(www.sgc.nl). You can also submit your complaint to the Disputes Committee via the European ODR Platform (http://ec.europa.eu/consumers/odr/).