Complaints Policy
1. Purpose
We aim to provide all guests with a comfortable, safe, and enjoyable stay. If something goes wrong, we want to resolve it quickly and fairly. This policy explains how guests can raise concerns and how we handle complaints.
2. How Guests Can Make a Complaint
Guests can submit a complaint in any of the following ways:
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Through the booking platform (Airbnb, Booking.com, etc.) using their messaging or support system.
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By email: ruthtophost@gmail.com
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By phone: 07440576069
We encourage guests to report issues as soon as possible so we can put things right during their stay.
3. What Information We Need
To help us resolve the issue quickly, guests should provide:
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Their name and booking reference
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The property they stayed at
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Details of the issue, including dates and any photos if applicable
4. How We Handle Complaints
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We will acknowledge all complaints within 24 hours.
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We will investigate the issue, which may include contacting housekeeping, maintenance, or reviewing communications and photos.
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We aim to provide a full response within 72 hours. If the matter is complex, we will keep the guest updated.
5. Resolution
Where a complaint is upheld, we will offer a fair and appropriate resolution, which may include:
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Fixing the issue immediately
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Offering compensation, partial refunds, or goodwill gestures (in line with platform policies)
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Providing alternative accommodation if necessary and available
6. Escalation
If a guest is unhappy with our response, they may escalate the matter through:
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The booking platform’s formal resolution process
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Our management team via email: ruthtophost@gmail.com
7. Recording & Continuous Improvement
We record all complaints to monitor trends and improve our services. We review recurring issues and update our processes, cleaning, and maintenance as needed.
8. Policy Review
This policy is reviewed annually to ensure it remains effective and compliant with platform requirements.