In La Residencia Apartments we place great importance on clinet feedback, complaints and suggestions. This allows us to understand any causes of dissatisfaction regarding their stay and the services received. Feedback from our guests allows us to continually improve. SCOPE: This regulation affects all complaints and suggestions received by customers. After implementation of methods to correct the suggestion, we carry out a follow-up to evaluate its effectiveness. We then respond to the client, detailing the measures taken and thanking them for their contribution to continuous improvement. ACTIONS AFTER THE VERBAL COMPLAINT: when we receive a complaint from a customer, we record it in our incident book. We then solve the problem and note in the same book the solution provided or the action we have taken to initiate the process of solving it. COMPLAINT SHEETS: we have official complaint sheets available to customers who request them.