The Amsterdam Manor Beach Resort Aruba and its sister company, The MVC Eagle Beach Resort Aruba… 

Clearly understand that all complaints, comments, and feedback are part of the regular operations of any business, we are also aware these are not only very valuable lessons, but these are also very important opportunities that we can use to inspire our ambition for continual improvement. 

Complaint Handling Process 
Complaints can be made verbally, online on any of our platforms, or by sending an email to our Managing Director. 

It is the policy of our companies to address all complaints, in a professional and timely manner, to ensure that a satisfactory outcome is achieved for all parties concerned. 

As part of our commitment to continuous improvement; any - practical and feasible - opportunities for improving our services, will be adopted. 

Our goal is to handle all guests’ complaints while they are still on the island to ensure a satisfactory outcome.  

To address all complaints in a timely manner, we have a dedicated team that monitors all guests’ online feedback. 

We also want to maintain a relationship with our customers after their departure, therefore all comments, either positive or negative will receive a response from our management team.  

In addition to our online surveys and reviews, we also keep track of our comment cards. All comments are entered on a spreadsheet per the corresponding department. In the event of negative feedback, this will be assigned to the department head so they can start the complaint handling procedure. Our comment cards are also sent every month to Consumer Scan Canada for monthly and yearly analysis of our services. 

Complaints Handling Procedure 

• Receipt of complaint will be acknowledged in writing of verbally. 

• All complaints will be reviewed to ensure that we fully understand the concerns. 

• We will investigate areas of concern and keep the guest/client up to date with progress. 

• On completion of the investigation, we will provide the guest/client with a full response in writing or will be contacted by management verbally. 

Logging Complaints 
Complaints should always be logged in: 

• The Front Desk’s Logbook. 

• The Maintenance’s Log sheet. 

• The guest’s reservations profile. 

• The Maintenance work order in Alice. 

Complaints Resolutions 
When the guest/client is dissatisfied with the 1st complaint resolution, the guest/client can write a letter and contact us once again informing us about their dissatisfaction. We will then start the entire complaints handling process all over again with the intention of finding a more appropriate resolution. However, if the guest/client is still dissatisfied after the 2nd resolution, we will then consult an independent panel to help us resolve the issue. A meeting will be held where evidence from all parties will be heard in confidence, and the independent panel will make a final resolution that will be communicated to both, the guest/client, and the resorts. 

The Amsterdam Manor Beach Resort Aruba and its sister company, The MVC Eagle Beach Resort Aruba… 

Clearly recognize the impact they can have on their community, economy, and ecosystem. The companies understand the responsibility that this entails and are willing to strive to operate in the most sustainable manner possible to maintain a balanced triple bottom line system in the most efficient way. 

For this, we commit to give preference to: 

• Employ local people. 

• Provide proper working conditions to our staff. 

• Protect our staff, guests, property, and ecosystem. 

• Do business with responsible local companies. 

• Train our staff to encourage environmental awareness. 

• Be sustainable while keeping our guests and staff satisfaction. 

• Help our local economy. 

• Collaborate and socially benefit our local community. 

• Promote local traditions. 

• Encourage respect towards our heritage sites. 

• Protect and keep Eagle Beach's ecosystem healthy. 

• Reduce any potential impact on our ecosystem. 

• Continuously investigate to find better sustainable technologies. 

Protection of Human Rights 

Human trafficking and exploitation are still a huge problem around the world, this affects between 20 and 40 million people of all ages, genders, and nationalities. This problem goes from violation of basic human rights all the way to modern enslavement of humans. Sadly, the demand for these practices is still very high, so high it is calculated this is a 150 billion US Dollars global industry. For this reason, our resorts would like to make clear that: We reject all types of human rights violations, that we will do our utmost to obstruct these practices and that we will commit to: 

• Promote children, women, and human rights in general. 

• Train our staff so they can identify any type of children, women, and human exploitation in general happening on our premises. 

• Train our staff so they can identify any type of children, women, and human trafficking in general happening in our premises. 

• Raise awareness of this global problem with our guests and other stakeholders of our company. 

• Report any suspicious activity to the "National Coordinator of Human Trafficking" department of Aruba. 

• Equal Rights & Human Resources 

The resorts understand that success is a vicious circle, for this reason, the prosperity and personal growth of all our employees - without exception - is in our best interest, because if our staff prospers, so will the companies. Therefore, the resorts will commit to respect and treat everyone with dignity, no matter their nationality, race, sex, gender, age, religion, political stance, or social conditions. This will be applied across the board without exception when: Recruiting, taking disciplinary actions, assigning jobs, giving promotions, processing retirements, laying offs, payments, selecting personnel, and training programs. We believe that by doing so, we will create an environment in which employees: Have a feeling of belonging, are treated fairly, have an opportunity to grow, receive competitive wages and benefits, coexist in a clean pleasant and safe work environment, find mutual loyalty, pride, trust, and work with a well-trained and knowledgeable management team ensuring high quality leadership. 

Health & Safety 
The resorts are firmly committed to take all possible measures to reduce any risks to the health, safety and welfare of its employees, contractors, authorized visitors, and any other party involved in the daily operations of the resorts in this order of ideas. 

Management will commit to provide: 

• A safe working environment. 

• Safe working procedures. 

• Proper safety equipment. 

• Proper safety instructions. 

• Proper safety trainings. 

• Proper supervision. 

• Document all accidents to continually improve our safety management. 

Employees have the duty to: 

• Protect all property and equipment. 

• Comply with all safety procedures. 

• Use the right safety equipment properly. 

• Follow all safety instructions. 

• Apply knowledge acquired in trainings. 

• Report all accidents, hazards, and violations no matter how trivial. 

• Protect themselves and others from harm. 

Sustainable Purchasing 
Sustainable conscious purchasing goes beyond reducing costs, we are committed to purchase sensibly and responsibly, by doing so, we will not only benefit ourselves, but we will also benefit our community and our ecosystem. Furthermore, the resorts will apply the following fair-trade principles to effectively implement this policy: 

• The resorts will not accept products that have been created using child labor and/or forced labor. 

• Illegal products will not be bought or sold on property, including of course products made from protected species. 

• The resorts will aim to purchase the most environmentally friendly alternative of products available within budgetary limits. 

• Purchase and maintain equipment that will work more efficiently and help us minimize the use of energy, freshwater, and other natural resources. 

• The resorts will trade in a fair way to make a positive social, economic, and environmental impact, by doing this, the resort will not maximize their profits at the expense of marginalized small producers. 

Quality Assurance 
The resorts are committed to continuous improvement and will comply with several certification programs that will help us guarantee the quality of our service. We will strive to use Plan-Do-Check-Act systems and several other key performance indicators to measure our progress and achievements.