If your accommodation doesn't meet your expectations, you should report the issue to the hotel directly as soon as possible. Here’s a step-by-step guide to help you get the support you need.
🗣️ Report the issue to the hotel
If you have a problem with your room (cleanliness, comfort, facilities, etc.), the first thing you should do is let the hotel know. It’s important to report the issue straight away. Speak to reception – staff are usually able to sort things out on the spot. If they can’t, contact us and we’ll step in to help.
📌 You can report issues such as:
- Insufficient cleanliness
- Broken or missing facilities
- Excessive noise
- Poor condition of the room
- Other problems affecting your comfort
- ...
😨 The hotel hasn’t fixed the problem – what should you do?
If the hotel hasn’t been able to resolve the issue directly, here’s what to do:
- Take photos or videos to clearly document the situation.
- Contact us quickly with details of the problem and your evidence (photos/videos).
- Let us know what solution you’d like – whether it’s a room change, an extra service (cleaning, equipment, etc.), compensation, or even a free cancellation, depending on the situation. We’ll do our best to help you, but we can’t guarantee these solutions will be accepted: we’ll get in touch with the hotel or our suppliers and negotiate on your behalf.
💌 Don’t wait to report the issue
The sooner you let the hotel know, the quicker they can help you.
If they don’t resolve the problem, contact our team as soon as possible with your questions or concerns. We’ll do everything we can to find a solution and make your stay as pleasant and hassle-free as possible. 😊
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