At BnBStay, we are committed to ensuring that every guest has a positive experience. However, we understand that issues may arise from time to time. This Complaints Policy outlines how you can raise concerns and the steps we take to resolve them promptly and professionally.

If you experience an issue during your stay or with the booking process, please let us know as soon as possible. Prompt reporting allows us to address concerns effectively.

How to Report a Complaint:

• During Your Stay:
  • Contact the local villa representative or property manager immediately to report the issue.
  • If the issue is not resolved, please contact our customer support team.
• After Your Stay:
  • Email us at complaints@bnbstay.co.uk with details of your concern, including your booking reference, dates of stay, and any supporting documentation (e.g., photos, receipts).

We take all complaints seriously and aim to resolve them quickly. Here is what you can expect:

• Acknowledgment:
  • We will acknowledge your complaint within 2 business days of receiving it.
• Investigation:
  • Our team will investigate your complaint thoroughly, including consulting with the villa owner or local representative if necessary.
• Resolution:
  • We aim to provide a resolution within 14 business days. If the matter requires more time, we will keep you informed of the progress.

Depending on the nature of the complaint, possible resolutions may include:

• An apology and explanation.
• Compensation in the form of a partial refund, credit, or other arrangements, where appropriate.
• Corrective action to prevent similar issues in the future.

If you are not satisfied with the outcome of your complaint, you can escalate the matter by:

• Responding to the resolution email with additional details.
• Requesting a review by a senior manager. Escalation requests will be reviewed within 7 business days.

To avoid potential issues, we recommend:

• Carefully reviewing the villa description and amenities before booking.
• Contacting us with any questions before finalizing your booking.
• Reporting any concerns immediately upon arrival at the villa.

For complaints and further assistance, please reach out to us:

• Email: info@bnbstay.co.uk
• Phone: 07375 397546 or 07737 153869
• Business Hours: Monday to Friday, 9:00 AM – 6:00 PM

We are dedicated to ensuring your satisfaction and learning from every experience to improve our services.