1. Our Commitment to Guest Satisfaction

At Seetharkundu Resorts, we are committed to delivering a high standard of service and a memorable stay for every guest. We take all complaints and concerns seriously and aim to address them fairly, promptly, and transparently.

This Grievance Redressal Mechanism is established in compliance with the Consumer Protection Act, 2019, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and applicable provisions of the Digital Personal Data Protection Act, 2023.

2. Designated Grievance Officer

In accordance with the IT (Intermediary Guidelines) Rules, 2021, we have appointed a Grievance Officer to receive, review, and resolve complaints from guests and website users.

3. Scope of Grievances Covered

Guests and website users may submit complaints relating to, but not limited to:

3.1 Hospitality & Service Complaints

• Room quality, cleanliness, or maintenance concerns
• Quality of food and dining services
• Staff conduct, attitude, or professionalism
• Activity or outdoor experience dissatisfaction
• Resort facilities and amenities

3.2 Booking & Financial Complaints

• Reservation errors or booking discrepancies
• Billing disputes or incorrect charges
• Refund delays or disputes
• Cancellation policy application

3.3 Digital & Privacy Complaints

• Website errors, technical issues, or accessibility concerns
• Unauthorised use of personal data
• Objections to marketing communications
• Requests to access, correct, or delete personal data (under the DPDP Act, 2023)

4. How to Submit a Grievance

To ensure your complaint is addressed efficiently, please follow the structured submission process below:

Step 1 — Gather Your Information

Before submitting, please have the following ready:

• Your full name and contact details
• Booking reference number (if applicable)
• Date(s) of stay or incident
• A clear description of the complaint and the outcome you seek
• Any supporting documents, photographs, or correspondence

Step 2 — Choose Your Submission Channel

Step 3 — Submit & Note Your Reference

Upon submission, you will receive an acknowledgement containing a unique complaint reference number. Please retain this for all follow-up communications.

5. Resolution Timelines

Timelines may be extended in exceptional circumstances (e.g., ongoing investigations, third-party involvement, or force majeure events). Guests will be notified promptly if an extension is required.

6. Escalation Procedure

If you are not satisfied with the resolution provided by our Grievance Officer, you may escalate your complaint through the following tiers:

Tier 1 — Grievance Officer

First point of contact for all complaints. Resolution expected within 7–14 working days as outlined in Section 5 above.

Tier 2 — Senior Management Review

If unresolved or unsatisfactorily resolved at Tier 1, escalate in writing to senior management at info@seetharkunduresorts.com with the subject line: “Escalation – [Your Complaint Reference Number]”. Senior management will review and respond within 10 working days.

Tier 3 — Statutory Consumer Redressal Forums

If your complaint remains unresolved after Tier 2, or if you are dissatisfied with our response, you have the right under the Consumer Protection Act, 2019 to approach the appropriate consumer redressal authority:

• District Consumer Disputes Redressal Commission, Palakkad
  For claims up to ₹50 lakhs
• Kerala State Consumer Disputes Redressal Commission, Thiruvananthapuram
  For claims between ₹50 lakhs and ₹2 crores
• National Consumer Disputes Redressal Commission (NCDRC), New Delhi
  For claims above ₹2 crores
• Online Consumer Complaints (e-DAAKHIL Portal):  edaakhil.nic.in

Tier 4 — Data Protection Board (Privacy Complaints Only)

For unresolved personal data or privacy complaints, once constituted, you may approach the Data Protection Board of India as provided under the Digital Personal Data Protection Act, 2023.

7. Record Keeping & Confidentiality

All complaints received are logged and maintained in a confidential complaint register. Records are retained for a minimum of 3 years from the date of closure, in compliance with applicable legal requirements.

Complaint information will be used solely for the purpose of resolution and internal quality improvement. Personal data shared during the grievance process will be handled in accordance with our Privacy Policy.

We are committed to ensuring that no guest suffers any disadvantage or retaliation as a result of submitting a good-faith complaint.

8. Contact Us

For all grievance-related communications, please reach out to: