If your accommodation does not meet your expectations, you must report the issue to the hotel directly as soon as possible. Here’s a step-by-step guide to ensure your concern is handled properly.
🗣️ Report the issue to the hotel
If you have a problem with your room (cleanliness, comfort, facilities, etc.), you should first inform the hotel. It’s important to raise the issue straight away. Speak to reception—staff are usually able to resolve problems on the spot. If not, contact us and we’ll step in to help you.
📌 You can report issues such as:
Poor cleanliness
Broken or missing facilities
Excessive noise
Room in poor condition
Other issues affecting your comfort
...
😨 The hotel hasn’t resolved the issue—what should you do?
If the hotel hasn’t been able to sort out the problem directly, here’s what to do:
Take photos or videos to clearly document the situation.
Contact us quickly with details of the issue 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, 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 the hotel doesn’t resolve the issue, 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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