Polana Serena Hotel

Complaints and Suggestions

In order to continuously improve our services, we encourage our clients to submit their complaints and/or suggestions in writing. Please note that, under the legislation governing the activity of travel agencies, clients have a period of 30 days after the end of the trip/stay to do so.

You may submit your feedback through one of the following channels:

By Email or Post

Using the contact details of the agency indicated in the footer

Provedor do Cliente – APAVT

Under Decree-Law No. 144/2015, of September 8, and as members of APAVT, we adhere to the services of the Customer Ombudsman.

If you wish to submit a complaint, you may contact:

Provedor do Cliente da APAVT

Rua Rodrigues Sampaio, 170 – 1º

1169-120 Lisboa

Tel: 213 553 010 | Fax: 213 145 080

Email: provedor@provedorapavt.com

https://provedor.apavtnet.pt/

Comissão arbitral do Turismo de Portugal

https://www.turismodeportugal.pt/ 

avt.reclamacoes@turismodeportugal.pt

Complaints Book

Physical: Available in all our stores. Complaints submitted will be reviewed by Turismo de Portugal or by the competent entities indicated by the Consumer Directorate-General.

Online: Available via the official platform at www.livroreclamacoes.pt, with complaints also reviewed by the competent entities.