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I did a search.
Couldn't find it.
I've never had to use it but I'm sending a group without me and I think they could have used it last season.
What is the name of the book where you register complaints.
Is each albergue required to have one?
Thanks.
Simply asking for it can reportedly result in an issue being resolved. I’ve only ever seen the book asked for once. If I recall correctly it was in duplicate for the complainant and the establishment.I did a search.
Couldn't find it.
I've never had to use it but I'm sending a group without me and I think they could have used it last season.
What is the name of the book where you register complaints.
Is each albergue required to have one?
Thanks.
We have not had one in any of the donativos where I have worked, however, I know that @Rebekah Scott mentioned it in reference to another albergue that may be under FICS service. I am unsure whether @Anniesantiago's group will be staying at any donativos though.Do not know for sure but I believe that donativos, as non commercial , do not need to have one but others here will know more details.
No, we won't. We leave those beds for those pilgrims who need them.We have not had one in any of the donativos where I have worked, however, I know that @Rebekah Scott mentioned it in reference to another albergue that may be under FICS service. I am unsure whether @Anniesantiago's group will be staying at any donativos though.
I’ve often noticed a sign in bars, cafes and the like stating ‘aquí hay una hoja (or un libro) de reclamaciones’ - I assume that’s part of the legal requirement also and whichever authority periodically reviews the book would also check that a sign is displayed. Of course, in Spain, I wouldn’t be surprised if the book-checker and sign-checker work for two fully-staffed independent organisations.I had cause to ask for the complaints book last year (correctly listed as "la hoja de reclamaciones" in an earlier post). The price I was charged for my meal was twice the price shown on the menu and this was shrugged off with the simple explanation of "That's an old menu". There was no new menu. It quickly became clear that there was not going to be any give on the part of the bar owner and so I said I would pay the "new" price but could they please give me the complaints book.
They had never heard of a complaints book. They even dragged in a couple more regulars to impress upon me that there was no complaints book and that there was no law saying they needed to have one.
I said "Okay, then I will have to call the police". The bar owner refunded the extra charge and I think he wished me a nice day but he used words I had never heard before.
The point of this is that "la hoja de reclamaciones" are indeed magical words but the process can be unpleasant.
The other magical word is "TripAdvisor".
This was in Spain.@MaxHelado did you ask for this while in Spain or is there also a version in Portugal?
I think we also need to remember that in the smaller towns and villages the police are locals and will be well known to every bar-owner in town as perhaps were their fathers (or mothers) and their fathers before them. Maybe they went to school together. How likely are they to give a bar owner a hard time for not showing his notice about a complaints book? Would you?I’ve often noticed a sign in bars, cafes and the like stating ‘aquí hay una hoja (or un libro) de reclamaciones’ - I assume that’s part of the legal requirement also and whichever authority periodically reviews the book would also check that a sign is displayed. Of course, in Spain, I wouldn’t be surprised if the book-checker and sign-checker work for two fully-staffed independent organisations.
I have witnessed a couple of Guardia walk into a bar and demand to see the “hoja de reclamaciones”. At the time I just assumed that the bar owner had pissed them off in some careless manner.
As for “Tripeadvertiser”. As Big Andy, runs the Kings Head, lovely bloke, said “write wot you like, I know where you live..”
We’re not getting anywhere here Max. In Spain they’ve got a system, and there will be some process behind that system. If you don’t like it, trust it or think it works; don’t use it.I think we also need to remember that in the smaller towns and villages the police are locals and will be well known to every bar-owner in town as perhaps were their fathers (or mothers) and their fathers before them. Maybe they went to school together. How likely are they to give a bar owner a hard time for not showing his notice about a complaints book? Would you?
Bit harsh. I was just giving my experience and saying that it did indeed work but the process is not easy. If you ask for the complaints book in any hotel or restaurant they are unlikely to be happy with you. My experience was that it worked but it was unpleasant.We’re not getting anywhere here Max. In Spain they’ve got a system, and there will be some process behind that system. If you don’t like it, trust it or think it works; don’t use it.
As it happens; the one time you asked to access the system your issue was resolved straight away. OK, you weren’t invited to call in next time you’re passing, but still …
There is also a version in Portugal which is called “livro de reclamações”. The complaints book is mandatory for all suppliers of goods or services who have contact with the general public.@MaxHelado did you ask for this while in Spain or is there also a version in Portugal?
But it's also important that people who are willing to pay a little extra stay at donativos to keep them going.No, we won't. We leave those beds for those pilgrims who need them.
The bar owner refunded the extra charge and I think he wished me a nice day but he used words I had never heard before.
I wouldn't be too sure of that. In some countries (and Spain could well be one of them), the police have a deliberate policy of stationing officers away from their home town or village for this very reason. In any case, the bar has more interest in keeping well in with the police than vice versa.I think we also need to remember that in the smaller towns and villages the police are locals and will be well known to every bar-owner in town as perhaps were their fathers (or mothers) and their fathers before them. Maybe they went to school together. How likely are they to give a bar owner a hard time for not showing his notice about a complaints book? Would you?
I know there are 3 police forces in Spain, the policía local, the guardia civil and the policía nacional. I thought the policía local were local but maybe I’m wrong. I was serious when I said earlier “no-one messes with the Guardia”. Messing with any of the 3 would be a mistake but the reputation of the Guardia is IMHO “fair but very, very firm”.I wouldn't be too sure of that. In some countries (and Spain could well be one of them), the police have a deliberate policy of stationing officers away from their home town or village for this very reason. In any case, the bar has more interest in keeping well in with the police than vice versa.
Yes, but with a group, I need to be able to make reservations, which isn't allowed in any donativos I'm aware of.But it's also important that people who are willing to pay a little extra stay at donativos to keep them going.
Yes, yes! It happened as you say. Also, Auberge in Asson from Lourdes to Jaca tried to charge us twice for our beds.I didn't know about this book for many years.
I have had a couple of bad experiences.
One was at Ferreiros, where we charged twice for the same bottle of wine.
One was on the VDLP, can't recall the bar at the moment, where we were charged twice for the same meal.
Both times I paid but I sure would have loved to have been able to complain.
The last was just last year in Sarria at a lodging I won't mention. The owner was apparently on vacation and left another man to take care of the place. The fellow was quite inappropriate more than once, walking in on ladies having a shower, etc. I was not accompanying the group, and didn't hear until after the event, but would have raised Cain if I'd been there.
That's right! And luckily another pilgrim saw us pay!Yes, yes! It happened as you say. Also, Auberge in Asson from Lourdes to Jaca tried to charge us twice for our beds.
I don’t know if there is a book in France.That's right! And luckily another pilgrim saw us pay!
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