Complaints Procedure
We are committed to providing a professional service to all our clients and guests. If something goes wrong, we want to hear about it - this helps us improve our standards and resolve issues as quickly as possible.

If you wish to make a complaint, please submit it in writing, including as much detail as possible. We will respond in line with the timeframes outlined below.

If you feel we have not adequately addressed your complaint within eight weeks, you may be able to refer the matter to The Property Ombudsman without waiting for our final response.

Complaints Relating to Cleanliness or Property Condition
All complaints relating to cleanliness or the condition of the property must be reported within one (1) hour of check-in or arrival.

Once reported within this timeframe, we will arrange for a member of our housekeeping team to attend and resolve the issue as soon as possible.

If access is refused, or the offered resolution is declined, this will be considered acceptance of the property in its current condition. In these circumstances:

• Any related claims for compensation will be void

• No further disputes regarding the issue will be considered
   

Complaints submitted after check-out will not be accepted under any circumstances.

No compensation, refund, or dispute will be considered once the stay has been completed.

What Happens Next?

• We will acknowledge your complaint within 3 working days of receipt

• Your complaint will be investigated by a member of our management team

• A formal written response will be issued within 15 working days
   

If you are not satisfied with the outcome:

• You may request a further review by a senior member of staff

• A final response will be provided within 15 working days of your request
   

Further Action
If you remain dissatisfied after receiving our final response, you may refer your complaint to:

The Property Ombudsman
Membership Number: PRS028407
Please note:

• Complaints must be submitted within 12 months of our final response

• The Ombudsman will only review cases that have completed our internal complaints procedure

• Supporting evidence must be provided when submitting your complaint