esa client charter
As part of our ongoing commitment to improve and maintain the service that we offer to our clients, esa have developed a client charter that we strive to adhere to at all times. Our client charter is made up of a number of core principles that we promise to observe when working together.
esa promise that we will:
- provide a range of exceptionally high quality accommodation solutions that deliver excellent value for money in comparison to hotel-living.
- allocate a personal account manager to each client, dedicated to looking after your business accommodation needs and to respond to immediate or future requirements.
- offer a simple and consultative booking process led by fully experienced staff committed to providing a professional level of service at all times.
- verbally respond to your enquiry within 1 hour and respond with a detailed written proposal within 2 hours*.
- provide a booking confirmation within 2 hours of receiving your confirmation to proceed with a booking.
- offer corporate rates to clients who have a regular requirement, and offer additional discounts for longer lengths of stay.
- offer our clients carefully selected accommodation in central locations near to transport links and local amenities, that most closely suits our client's requirements.
- meet and greet all guests in person and offer a professional welcome and informative apartment induction. Adapt our grocery welcome packs to suit your guest's requirements.
- offer a dedicated out of hours telephone number and email address for emergency contact and be available to respond to requests at all times.
- submit our invoice on a timely basis and in accordance with agreed terms of business and rates relevant to the booking.
- offer the flexibility for clients to extend or reduce their stay with the minimum level of administration, as the needs of their business alter.
* during office hours (Monday to Friday, 8.30-19.00)
