Complaints and feedback

If something is wrong while you are at the villa, telling someone then gives them a chance to put it right. If you are already home, this is the route for a formal complaint.

During the stay

Report it during your stay

Use the contact details supplied with your booking documents first - they are the fastest route to someone who can actually do something. Tell Bnbstay too.

Note the date and time you reported it and, where relevant, take photographs that clearly show the issue. This gives the people responsible for the stay a fair opportunity to investigate and respond while you are there.

After the stay

Raise a formal complaint

If something was not resolved, or you want it formally recorded and answered, contact us with the details below and we will look into it properly.

What we are able to investigate is much wider if the problem was raised during the stay, so tell us if it was, and when.

What to include

Your booking reference and the lead guest’s name
The property, and the dates you stayed
What happened, and when it started
Who you already told, when, and what they said
What you would like us to do about it
Any photographs that show the problem

Please don’t send passports, payment card images or other people’s personal details. We don’t need them to look into a complaint, and sending them creates a data risk for you. If we ever need to confirm your identity, we’ll ask through a secure route.

Tell us what happened.

Include your booking reference. Do not send passports, payment card images or unnecessary personal information.

Send a complaint or feedback