QUALITY COMMITMENT TURISMO CIUDAD DE GRANADA

SERVICES AND QUALITY COMMITMENTS

The Granada City Council, through its tourist information office (OIT), provides the municipal tourist information service, offering updated, verified, elaborated, and communicated information with quality criteria to meet the demands of the diverse public visiting our city. The OIT provides tourist information limited to the municipal area of Granada and its tourist resources. For those interested, we provide contact information and locations of the OITs responsible for information regarding the Province and the Autonomous Community of Andalusia.

At the OIT, you can find tourist information about the destination, accommodations, transportation, guided tours, monuments, dining options, and cultural and complementary offerings.

We offer the municipal tourist card service (Granada card). Those seeking assistance in acquiring the Granada Card can do so at our counter and through telephone and online channels.

The OIT provides coverage by supplying tourist information to fairs, congresses, and events held in Granada that have a special interest in promoting the brand "Tourism City of Granada." The procedure to access this service is detailed in the "Congress Tourism" section of our official website turismo.granada.org

We promote service improvement through continued interaction with visitors, who can express their opinions on the service via electronic means (turismo@granada.org) or in person by communicating their comments to tourist information staff. Additionally, we have an official "Complaints and Claims" form adapted to the regulations of the Autonomous Community of Andalusia. Regarding suggestions, complaints, and claims received, we proceed to address them within 10 business days of their submission, directly contacting those who have expressed their opinions about the service.

In our office, you'll find information available in different formats, with digital being prioritized due to current circumstances. The material in paper format is limited to the tourist map of Granada and the guide "Don't Miss Out."

Our OIT has facilities suitable for the service provided, adhering to accessibility and functionality criteria, while also maintaining aspects such as order, cleanliness, and security.

Our tourist information staff holds qualifications related to tourism, humanities, history, art history, and various philologies, making them highly qualified to provide the service.

Tourist information service is offered for free in Spanish, as well as two foreign languages ​​such as English and French/German.

We conduct an annual external audit, ensuring OIT's quality certification according to the following standards:

UNE-ISO 14785: 2015 Tourist Information Offices. ESP-21-AUD-16 Tourist Quality Management Specification. ISO 9001:2015 Tourist Information and Management of the municipal tourist card UNE-ISO/PAS 5643:2021 "Tourism and related services". Requirements and guidelines for reducing the transmission of Covid-19 in the tourism industry. In addition to the above certifications, which follow a three-year audit cycle to maintain accreditation during that period, we have the Andalucía Segura accreditation, promoted by the Andalusian Regional Government to contain the pandemic.

The OIT provides its services in accordance with regional tourism regulations, regulated by Decree 202/2002, of July 16, on Tourist Offices and the Network of Tourist Offices of Andalusia. Opening hours are reviewed annually and communicated to the public through our communication channels, mainly on the official portal turismo.granada.org.

We attend to requests for tourist information from different parts of Spain and the world through the email account turismo@granada.org, providing a response within 48 hours of receiving the request, and in various languages.

Our service is provided with friendly and courteous treatment.

In our office, we provide tourist information services with the highest standards in terms of quality management and tourist information management, which currently gives us a satisfaction rating of 9.51 out of 10, achieved during 2019 and the first three months of 2020.

CORRECTIVE MEASURES

Those who believe that any of the commitments mentioned above have been breached may communicate it to the Technical Tourism Section via the email address turismo@granada.org or through the form available at the Tourist Office. After technical review and in case of breach, a written notice (preferably in electronic format) will be sent, informing of the reasons why the commitment could not be fulfilled, as well as the possible proposed measures to correct such incidents. All comments received through the various communication channels of the OIT are incorporated, processed, and analyzed in the monitoring and evaluation of incidents, a statistical tool for continuous improvement that allows the OIT to evaluate its services permanently.

ADDITIONAL INFORMATION

The tourist information service is provided in person at the OIT, located at: Plaza del Carmen s/n Granada (Spain)

There is also an online service, accessible from the website turismo.granada.org available in Spanish, English, and French. Likewise, you can contact the OIT from outside the city to receive information through the following telephone numbers and email accounts: T. 958 248 280 turismo@granada.org

OIT USER RIGHTS AND OBLIGATIONS

Those who use the services provided by the OIT have the right, within its premises, to:

Be treated with respect and deference by the OIT staff, who must facilitate the exercise of their rights and the fulfillment of their obligations at any time. Receive truthful, sufficient, understandable, unambiguous, and rational information about tourist information and other services being requested. Submit complaints, claims, and suggestions, as well as obtain information on the procedure for submitting them and their processing. Receive information about the accessibility conditions of tourist resources, services, and infrastructure.

Regarding their obligations, users must:

Observe and follow the rules of coexistence, safety, and hygiene dictated by the OIT. Avoid at all times any possible behavior that may interfere with the rights of other people. Follow the instructions of the OIT staff regarding user regulation. For the attention to tourist groups, an internal protocol of special attention is established to streamline their attention at the OIT, with the group's guide being responsible for accrediting themselves through a document as the holder of said group and picking up the maps for their group. The number of maps assigned will be at a ratio of 1:2, provided that the availability of material in the office is sufficient. Respect the environmental surroundings, historical and cultural heritage of the tourist resources of the city of Granada. Take care of their belongings. The OIT will not be responsible for losses, thefts, or damages. It is also recommended to read the annex "Responsible Traveler in Granada," available to visitors at the OIT and on the official portal turismo.granada.org.

ACKNOWLEDGMENTS, COMPLAINTS, AND SUGGESTIONS

A complaint is the expression of dissatisfaction made by a person or user, before, during, or after consuming a good or receiving a service, considering it unsatisfactory, showing only disagreement, without making any specific claim. A claim is the directed expression, by a person or user, before, during, or after consuming a good or receiving a service, requesting restitution, repair, or compensation.

OIT users have the right to make suggestions, complaints, claims, and other forms through which they can express their opinions about the services provided by this tourist office. The OIT establishes this meeting space as a priority, understanding it as a true instrument of citizen participation at the service of those who demand tourist information services in Granada.