Complaints Handling Policy

During your stay

Please tell the local property manager or our concierge team immediately. Most issues — a pool heater setting, a missing amenity, a Wi-Fi fault — can be resolved within hours while you are still in the villa. If you do not give us the chance to help on site, it may be harder to resolve the matter later.

After your stay

• Write to [email protected] within 28 days of returning home, quoting your booking reference.
• Describe what happened, when, who you spoke to, and the outcome you are seeking.
• Attach photographs, receipts or other supporting evidence where available.

Our service standards

• Acknowledgement within 3 working days.
• A substantive written response within 28 calendar days.
• If an investigation takes longer, we update you every 14 days with the reason and expected timescale.
• A named case handler is assigned to every complaint.

Escalation

If you are not satisfied with our response you may ask for the case to be reviewed by a senior manager. Should the matter remain unresolved after eight weeks, or once we issue a final response, you may refer the dispute to an approved Alternative Dispute Resolution provider. Consumers who booked online may also use the relevant online dispute resolution channels. Nothing in this policy limits your right to take legal action.

Free advice

Independent guidance on your consumer rights is available from Citizens Advice consumer service on 0808 223 1133.