Heather Hunter, the President of the National Accommodation Association of South Africa, was recently interviewed by getclosure!. She tells us how the association operates and how consumers can go about lodging complaints against small tourism and hospitality establishments.

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1. What is the primary function of the National Accommodation Association?

The National Accommodation Association of South Africa (NAA-SA) is a non-profit making organisation that represents 1200 establishment members across the country. We advise, support and assist establishment owners in all matters pertaining to the smaller accommodation industry.

2. Describe a brief anecdote or case study to illustrate how your office operates.

We are currently dealing with two cases of complaints both concerning guests who arrived at booked accommodation and are disappointed with the standard of service and facilities offered. The accommodation establishments have received a copy of the complaint and have been requested to submit a report outlining their version of the incident. They have seven days in which to comply. With or without their report, the complaint without the name of the establishment is then forwarded to three independent adjudicators who provide a written suitable outcome. The complainant is also requested to suggest what they see as a suitable outcome. The adjudicators’ decision is final and can range from suspension of membership to monetary compensation to the guest.

3. How long have you been the President of the NAA-SA and what do you enjoy most about your position?

I have been the President for eight years. I enjoy the challenges, sourcing answers to questions, seeing disputes rectified in a diplomatic fashion, observing the growth of NAA-SA and its recognition at all levels.

4. What three tips can you offer our readers?

Book with an establishment that is a member of a reputable association such as the NAA-SA, GHASA (Guesthouse Association of SA), AA Travel, Portfolio, Tourism Grading Council of SA, so that they have recourse if there is a dissatisfaction. Complain fairly and not just to seek revenge or a free holiday. The Customer Care Policy is there to help both the consumer and the supplier. Check that a confirmation, invoice and cancellation policy is provided and keep them safely for future reference.

To read the full interview with Heather, please click here. You can also view NAA-SA’s full contact details on the getclosure! website.