Complaints

Tell us during your stay if you can

Most issues are far easier to fix while you are still in the apartment. If something is wrong — a problem with the property, the cleanliness, the check-in, or anything else — contact us straight away and we will do what we can to put it right.

How to raise a complaint

• By email: [business email address to be added]
• By phone: [contact number to be added]
• Through the website: use our contact form and select “General enquiry”

Please include your name, the dates of your stay, the apartment you stayed in, and a description of the problem. Photographs are helpful where relevant.

What happens next

1. Acknowledgement. We will confirm we have received your complaint within [number] working days.
2. Investigation. We will look into what happened, speak to anyone involved and review the details of your booking.
3. Response. We will give you a full response within [number] working days of acknowledging your complaint, explaining what we found and what we intend to do.
4. Review. If you are not satisfied with our response, tell us and we will review the matter again.

If you booked through another platform

If your stay was booked through a third-party platform, that platform may also have its own resolution process available to you. Raising a complaint with us does not prevent you from using it.

Our commitment

We will treat every complaint seriously and respond honestly. Where we have got something wrong we will say so and explain what we are doing to prevent it happening again.