How to make a complaint

In the unlikely event that you encounter any issues regarding your holiday, we’re here to help.

Follow the steps below to let us know about your complaint, and we’ll work to resolve it as quickly as possible.

Log into your account

To get started, please log in to your account and access our

This is the quickest and easiest way to raise your concerns with us.

Currently on holiday?

If you're staying at one of our properties and need urgent help, we recommend getting in touch with the property contact directly to resolve the issue whilst you’re on holiday. Their contact details are in the key collection section of your booking.

Provide necessary details

In order to resolve your complaint effectively, we’ll need a few details from you:

• Select your booking: Choose the booking the issue relates to.
• Describe the issue: Clearly explain the problem and attach any supporting evidence, such as photos or screenshots.
• Explain your interaction with the property contact: Let us know if you’ve already spoken with the property contact, and what actions have been taken so far.
• Tell us how we can help: Finally, let us know what outcome or resolution you’re looking for.

What happens next?

Once you've submitted your complaint, our team will do our best to resolve it quickly. We aim to respond to all complaints within 30 days with a resolution via the contact details associated with your account.

If you're currently on holiday and submit a complaint, we will do our very best to resolve the issue during your stay.