"Our guests, whether they are visiting the island or island residents, they are all enjoying their leisure time. We are part of their experience and often part of their memories. Every interaction matters."

Always

• Always smile and acknowledge the guest. 
• Listen fully without interrupting. 
• Put the guest first in your response and focus on building rapport. 
• Show empathy and remain positive, even in challenging situations. 
• Take ownership of issues rather than passing them on unnecessarily. 
• Ensure all issues are logged correctly and clearly.

Never

• Never blame another department.
• Never make excuses.
• Never take complaints personally.
• Never guess an answer, if you are unsure, ask someone who knows. 

Handling Complaints – The Simple Process

 When something goes wrong, follow this structured approach:

• First, listen carefully without interrupting.
• Second, apologise sincerely, even if the situation was not directly your fault.
• Third, repeat the issue back to confirm you understand correctly.
• Fourth, ask what outcome the guest would like.
• Fifth, offer realistic and appropriate solutions.
• Sixth, investigate further if needed.
• Seventh, confirm the guest is satisfied with the solution.
• Finally, log the issue and follow up where appropriate.

"Every complaint is an opportunity to exceed expectations".

Defusing Difficult Situations

• When emotions are high, your approach is critical.
• Introduce yourself and ask for the guest’s name.
• If possible, move the conversation to a quieter area away from other guests.
• Offer water and maintain a calm tone.
• Take notes in front of the guest to show you are taking the matter seriously.
• Show empathy and repeat their concern back to them. 
• Ask what outcome they would like to see.
• Remain calm and professional at all times. 
• The situation is not personal. 
• Your calm approach will often de-escalate tension quickly.

Incident Responsibility

• If you are the first person aware of an incident, you are responsible for taking action.
• This includes assisting the guest, logging the incident, informing the appropriate people, and escalating where necessary.
• If you are unsure about the seriousness of a situation, escalate.

Here’s a visual, easy-to-read chart summarising Minor, General, and Major Incidents:

Medical & Emergency Information

Defibrillator Locations:

Ibiza Rocks: Defibrillators are located in the 1x lobby and 1x outside or inside the medical room on the venue level.

Pikes Ibiza: A defibrillator is located at the pool bar during the day & with the Emergency Staff during the events in their medical room.

528 Ibiza: 

• During 'OUT OF EVENT HOURS', when there is no Emergency Staff present, the AED is located at the the Main bar, next to the Store room. (Please see on Map).
• ***Please be aware that when Emergency Staff are on duty during the Events, the AED from the Main bar, next to the Storeroom is kept with the Medical Emergency Staff, location in the Medic Room as marked on the map. (Please see Map).

Ambulance Procedure

• Call 061 for an ambulance.
• During events, the medic on site will advise if an ambulance is required. Do NOT call 112, as this will also dispatch the police.

Arrival points for Ambulances are as follows:

• At Ibiza Rocks, ambulances arrive at the rear entrance during events(Cervantes), rest of time at the Front Entrance of the Hotel 
• At 528, ambulance next to medic room.
• At Pikes, ambulances attend the car park.

Key Principles

• Remain calm.
• Take ownership.
• Communicate clearly.
• Escalate when necessary.
• Log everything accurately.

"Our role is not only to solve problems, but to protect our guests, our team, and the brand".