Complaints During the Stay

Complaints During the Stay

It may happen that a guest is not fully satisfied during their stay. To resolve situations quickly and correctly, it is important that complaints are reported and handled in the right way. Below you will find the procedure we follow.

When is something considered a complaint?

A situation is considered a complaint when the guest indicates that something is not in order and expects action to be taken to resolve it.

Examples of complaints include:

  • a defect or malfunction that affects the stay

  • insufficient cleanliness or hygiene upon arrival

  • serious disturbance or conditions that prevent a pleasant stay

How can a guest report a complaint?

All complaints must be reported to Sun & Sea Holidays. This ensures a central, consistent and timely handling of the situation.

A complaint may be reported via:

  • Sun & Sea Holidays (by phone or email)

  • the messaging system of the booking platform (OTA), such as Airbnb, Booking.com or Vrbo

If a complaint is submitted through an OTA, it will be handled according to that platform’s procedures and conditions.

Guests should not contact the owner directly regarding complaints, to avoid miscommunication and duplicate handling.

If a guest contacts the owner directly

If a guest does report a complaint to the owner, we ask owners to follow these steps:

  • Kindly refer the guest to Sun & Sea Holidays for further handling.

  • Do not make promises, offer solutions or provide compensation.

  • Inform Sun & Sea Holidays immediately so the complaint can be registered and followed up appropriately.

This ensures consistency and prevents misunderstandings.

How is a complaint handled?

The complaint process consists of the following steps:

  1. Sun & Sea Holidays registers the complaint and assesses the situation.

  2. If necessary, the owner will be informed to support the resolution.

  3. Sun & Sea Holidays updates the guest with the next steps and expected timeline.

  4. The complaint is followed through to completion and then closed.

Response time

Complaints are reviewed and addressed as quickly as possible.

  • Urgent complaints (for example, no heating, major malfunction or safety risks) are handled immediately.

  • Non-urgent complaints are addressed as soon as reasonably possible, generally within 24 hours.

Compensation

Compensation to a guest is only considered when it is reasonable and necessary. Any compensation is issued solely in consultation with Sun & Sea Holidays.

Compensation is not issued when:

  • the complaint is only reported after departure

  • the guest refuses a reasonable solution

  • the issue is beyond the control of both the owner and Sun & Sea Holidays (force majeure)

What is not considered a complaint?

Not every report is classified as a complaint. The following situations are not treated as complaints:

  • personal preferences without a request for a solution

  • suggestions or ideas for improvement

  • general questions or information requests

  • issues that were not reported during the stay

Summary

  • All complaints must be reported to Sun & Sea Holidays.

  • Sun & Sea Holidays registers, assesses and handles the complaint.

  • The owner is only involved when necessary for the solution.

  • Urgent complaints are handled immediately; others usually within 24 hours.

  • Compensation is only considered when appropriate and necessary.

  • If a guest contacts the owner directly, the owner redirects them to Sun & Sea Holidays.

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