What if I have a complaint while I’m away?
If you’re unhappy with any aspect of your hotel or holiday and you feel the experience you bought is/was not up to scratch – be it your room, the service, the food or the cleanliness - please take this issue up with the hotel management, your tour operator or resort representative. You can find the contact details on your booking notification, or on documentation sent by them. They will be able to deal with any issue you may have there and then, and we will assist you as much as possible in getting a resolution.
In massively rare cases, a customer may feel that the hotel or holiday is/was not as advertised by us – essentially, you didn’t feel you received what you bought – again, immediately notify the hotel management, your tour operator or resort representative in the first instance for a speedy resolution. However, please also contact us on [email protected] We’re here to make booking luxury travel a truly enjoyable experience, but we also need to know if things aren’t as they should be. Your feedback is incredibly important to us.
If you have an issue with your flight – such as delays or cancellations – please contact the tour operator directly (an emergency contact number will be on your booking confirmation).