CUSTOMER ESCALATION REQUEST
It is our goal to provide the best possible experience to every guest of our facility. While we strive for that goal we realize it will always be just out of reach, however, we will continue to try! There are many dynamics that affect our guests, some of which we have no control over, but we take steps to try to mitigate those as much as possible.
This being said we have empowered our onsite management staff to try and resolve customer issues and concerns whenever possible. We are however a business and must have policies in place to guide our operation and our staff. With these policies in place there are limits to what our onsite staff are capable of doing. We understand that there is no one size fits all approach to customer issues and concerns. Because of this we have established this escalation process. When a situation arises where a manager has done all they can, within policy, to resolve the problem for our wonderful guests, the guest can request this review.
This review will be sent directly to the owner. The owner will read your statements and obtain copies of all rental related documents. Additionally the owner will review all notes taken and if required the video and audio records from the Marina. Upon review of all facts and information, policies, and documents, the owner will direct additional steps to resolve your concern where appropriate. In all cases you will receive a response within 7 to 10 business days.