At Ross & Coates Luxury Breaks, we are committed to providing a professional service to our guests and property owners.

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If something goes wrong, we want to know about it as soon as possible so that we have a reasonable opportunity to investigate the issue and, where appropriate, put things right.

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Reporting an Issue During Your Stay

If you experience a problem with your holiday home during your stay, please contact us as soon as reasonably possible (within one (1) hour of arrival.

This is particularly important for issues relating to:

• Cleanliness or housekeeping

• Maintenance

• Hot tubs

• Damage or defects

• Missing or faulty items

• The condition of the accommodation
   

Where appropriate, we will arrange for a member of our housekeeping, maintenance or management team to attend the property and investigate or rectify the reported issue.

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Guests must provide us with a reasonable opportunity to investigate and, where appropriate, resolve an issue during their stay.

If reasonable access to the property is refused, or a reasonable remedial solution is declined, this may be taken into account when considering any subsequent complaint, request for compensation or refund.

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Cleanliness & Property Condition

Any concerns regarding the cleanliness or condition of the holiday home on arrival should be reported as soon as possible and, wherever reasonably practicable, within one hour of check-in.

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Reporting the issue promptly allows us to verify the condition of the property and arrange for our housekeeping or maintenance team to attend where necessary.

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Where possible, please provide photographs or other supporting information when reporting the issue.

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A failure to report an issue promptly may affect our ability to investigate what happened and may be taken into consideration when assessing any subsequent complaint or request for compensation.

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Complaints Raised After Your Stay

We strongly encourage guests to raise any problems during their stay, giving us the opportunity to investigate and resolve them. Where an issue could reasonably have been reported and addressed during the stay but was not brought to our attention, this will be taken into consideration when reviewing any subsequent request for a refund or compensation.

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This does not affect any statutory rights you may have.

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Before submitting a formal complaint, please read Section 18 of our Terms and Conditions, which explains how problems must be reported and handled. These Terms and Conditions were agreed to when the booking was made.

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Making a Formal Complaint

If you remain dissatisfied after an issue has been reported, you may submit a formal complaint in writing.

Please include:

• Your full name

• Booking reference

• Holiday home

• Dates of stay

• Details of your complaint

• Details of when and how the issue was originally reported

• Any relevant photographs, correspondence or other supporting evidence

• The outcome you are seeking
   

Providing as much information as possible will help us investigate your complaint efficiently.

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What Happens Next?

We will:

• Acknowledge your formal complaint within 3 working days of receipt.

• Investigate the complaint and any available evidence.

• Where appropriate, obtain information from relevant team members, contractors or the property owner.

• Provide a formal written response within 14 working days.
   

If additional time is reasonably required because of the complexity of the matter, we will let you know.

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If You Remain Dissatisfied

If you are dissatisfied with our response, you may request a further review by a senior member of the team.

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A final written response will normally be provided within 15 working days of receiving your request for review.

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Independent Redress

If you remain dissatisfied after completing our internal complaints procedure, you may be eligible to refer your complaint to The Property Ombudsman, subject to its eligibility requirements and timescales.

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The Property Ombudsman
Ross & Coates Membership Number: PRS028407

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Any referral should be made in accordance with The Property Ombudsman's current procedures and eligibility requirements.

 

Important

Nothing within this Complaints Policy is intended to exclude or restrict any statutory rights or remedies available to a consumer under applicable law.

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This policy should be read alongside our Guest Booking Terms & Conditions.