Dear Guests, As the leading hotel chain in Israel and in accordance with the statements of "Isrotel Values" (2012) which updates from time to time, we aspire to provide you, our guests, with a top quality holiday experience. For this reason, we are obligated to the best and most cordial service, in each of our hotels, with regard to each hotel's individual characteristics. In case that despite our efforts we were unable to meet your expectations (excluding force majeure events), we are obligated to compensate you and we present you this certificate of guarantee which describes the benefits you will be entitled to in accordance with the matter in hand. For your information, you can contact the Guests Services Department, please dial 0 to reach Guest Services from any internal phone at the hotel. You may also contact other members of the hotel's personnel with requests regarding their fields of responsibility – everyone will assist you the best they can. I wish you a pleasant holiday,
Lior Raviv
CEO
"Hospitality as a Way of Life" (Isrotel Values, 2012)
The above value is the very essence of our work.
We are obligated to provide you with an enjoyable vacation that suits your needs. In order to do so we assure you that all staff members will be attentive to your needs and would do all that is possible to comply with your requests, in areas which are under the hotel's fields of responsibility. We would like to emphasize that the Guests Services Department will handle any request and will be personal, cordial, professional and efficient and that its team will strive to do their best in order to meet your expectations. In case you shall contact us and state that you feel we did not meet these obligations and the care of the Guest Services team was insufficient – we shall give you a 15% discount on the room rate of the day you contacted Guest Services.
Rooms
We declare that guests will be able to recieve the rooms they have ordered, after they checked in at the front desk, no later than 3 PM (in Isrotel Royal Garden and Isrotel Riviera no later than 4 PM). We will do everything necessary to ensure that the room you get matches your order, however, in case you ordered a baby cot and/or an additional bed that are not in your room at the moment you entered it, they will be brought to your room up to an hour later.
In case we are unable to fulfill these obligations, we shall give you:
• A 15% discount on room rate at the day of arrival – if the extra baby cot or bed were not delivered to your room an hour after getting the room.
• A 25% discount on room rate at the day of arrival – if you will get the room only an hour later than the stated check in time, but not later than 7 PM.
• A full refund on room's fares at the day of arrival in case you shall receive the room after 7 PM.
Adequate and Clean Room
We hereby state that the room provided to you must be clean and tidy and all the facilities and equipment (furniture, appliances etc.) must be in order and will suit your order. Moreover, we guarantee that we shall keep the room clean during your stay, due to the regular and dedicated work of housekeeping and maintenance departments. In case we are unable to fulfill these obligations and the Guest Services Department was unable to resolve the matter to your satisfaction, according to the following timetables, we shall give you:
• A 15% discount on the room rate at the day of your request, if we shall handle the matter in the next 30 minutes – 1 hour (from the time you contacted us).
• A 25%discount on the room rate at the day of the request, if taking care of the matter would last between 1 and 2 hours.
• A 50% discount on the room's rate at the day of the request, in case we shall resolve the matter more than two hours after you contacted us.
Dining Halls and Restaurants
We guarantee that in the hotel's dining hall and restaurants as well as other of Isrotel restaurants we shall serve top quality, fresh, diverse and tasty food and that the service will be cordial, professional and efficient. Moreover, we promise to provide suited dishes for people with food sensitivities, as long as you inform us prior to your arrival or during your stay of these sensitivities.
In case you contact us and feel that we didn't meet our obligations concerning the hotel's dining room we shall give you:
• A compensation voucher for each guest that feels this way with the value of NIS100 (kids receive a voucher for NIS50). You may use the voucher during your current stay or at a future stay in Isrotel's hotels. Vouchers are valid for a year (starting on date of checkout of the vacation in which you received the voucher). In case you tell us that you are unhappy with food at one of the chain's restaurants:
• We shall replace your dish with another, you will not be charged for the new dish.
Spa, Health, Sports
We declare that we keep the hotel's spa, health and sports facilities clean and adequate. We additionally promise to operate these facilities and provide the services associated with them in a top professional level while keeping in mind the guests' safety, enjoyment and well-being. In case you contact us and feel that we didn't meet these obligations – you will not be charged for the activity/service you were unhappy with.
We would like to clarify three points regarding our obligations in this certificate:
• Compensation due to a matter appearing in the certificate of guarantee is possible only if you are staying at the hotel, and paid for your stay.
• Discounts on room rates will be calculated based on the price you actually paid or the price that you were supposed to pay – and will be given on day of checkout. The discount is reduced from the final fees.
• Club Royal guests will receive a compensation letter with compensation points for redemption during their next stay.
Certificate of Guarantee of a Perfect Holiday
Dear Guests,
As the leading hotel chain in Israel and in accordance with the statements of "Isrotel Values" (2012) which updates from time to time, we aspire to provide you, our guests, with a top quality holiday experience. For this reason, we are obligated to the best and most cordial service, in each of our hotels, with regard to each hotel's individual characteristics.
In case that despite our efforts we were unable to meet your expectations (excluding force majeure events), we are obligated to compensate you and we present you this certificate of guarantee which describes the benefits you will be entitled to in accordance with the matter in hand.
For your information, you can contact the Guests Services Department, please dial 0 to reach Guest Services from any internal phone at the hotel. You may also contact other members of the hotel's personnel with requests regarding their fields of responsibility – everyone will assist you the best they can.
I wish you a pleasant holiday,
Lior Raviv
CEO
"Hospitality as a Way of Life" (Isrotel Values, 2012)
The above value is the very essence of our work.
We are obligated to provide you with an enjoyable vacation that suits your needs. In order to do so we assure you that all staff members will be attentive to your needs and would do all that is possible to comply with your requests, in areas which are under the hotel's fields of responsibility.
We would like to emphasize that the Guests Services Department will handle any request and will be personal, cordial, professional and efficient and that its team will strive to do their best in order to meet your expectations.
In case you shall contact us and state that you feel we did not meet these obligations and the care of the Guest Services team was insufficient – we shall give you a 15% discount on the room rate of the day you contacted Guest Services.
Rooms
We declare that guests will be able to recieve the rooms they have ordered, after they checked in at the front desk, no later than 3 PM (in Isrotel Royal Garden and Isrotel Riviera no later than 4 PM).
We will do everything necessary to ensure that the room you get matches your order, however, in case you ordered a baby cot and/or an additional bed that are not in your room at the moment you entered it, they will be brought to your room up to an hour later.
In case we are unable to fulfill these obligations, we shall give you:
• A 15% discount on room rate at the day of arrival – if the extra baby cot or bed were not delivered to your room an hour after getting the room.
• A 25% discount on room rate at the day of arrival – if you will get the room only an hour later than the stated check in time, but not later than 7 PM.
• A full refund on room's fares at the day of arrival in case you shall receive the room after 7 PM.
Adequate and Clean Room
We hereby state that the room provided to you must be clean and tidy and all the facilities and equipment (furniture, appliances etc.) must be in order and will suit your order. Moreover, we guarantee that we shall keep the room clean during your stay, due to the regular and dedicated work of housekeeping and maintenance departments.
In case we are unable to fulfill these obligations and the Guest Services Department was unable to resolve the matter to your satisfaction, according to the following timetables, we shall give you:
• A 15% discount on the room rate at the day of your request, if we shall handle the matter in the next 30 minutes – 1 hour (from the time you contacted us).
• A 25%discount on the room rate at the day of the request, if taking care of the matter would last between 1 and 2 hours.
• A 50% discount on the room's rate at the day of the request, in case we shall resolve the matter more than two hours after you contacted us.
Dining Halls and Restaurants
We guarantee that in the hotel's dining hall and restaurants as well as other of Isrotel restaurants we shall serve top quality, fresh, diverse and tasty food and that the service will be cordial, professional and efficient.
Moreover, we promise to provide suited dishes for people with food sensitivities, as long as you inform us prior to your arrival or during your stay of these sensitivities.
In case you contact us and feel that we didn't meet our obligations concerning the hotel's dining room we shall give you:
• A compensation voucher for each guest that feels this way with the value of NIS100 (kids receive a voucher for NIS50). You may use the voucher during your current stay or at a future stay in Isrotel's hotels. Vouchers are valid for a year (starting on date of checkout of the vacation in which you received the voucher).
In case you tell us that you are unhappy with food at one of the chain's restaurants:
• We shall replace your dish with another, you will not be charged for the new dish.
Spa, Health, Sports
We declare that we keep the hotel's spa, health and sports facilities clean and adequate. We additionally promise to operate these facilities and provide the services associated with them in a top professional level while keeping in mind the guests' safety, enjoyment and well-being.
In case you contact us and feel that we didn't meet these obligations – you will not be charged for the activity/service you were unhappy with.
We would like to clarify three points regarding our obligations in this certificate:
• Compensation due to a matter appearing in the certificate of guarantee is possible only if you are staying at the hotel, and paid for your stay.
• Discounts on room rates will be calculated based on the price you actually paid or the price that you were supposed to pay – and will be given on day of checkout. The discount is reduced from the final fees.
• Club Royal guests will receive a compensation letter with compensation points for redemption during their next stay.