Complaints

At Sleeps12, we take all feedback and complaints very seriously. We are fortunate to receive relatively few complaints, but when something hasn’t gone as expected, we want to know about it and will always do our best to help resolve matters as quickly and fairly as possible.

If you are currently staying at the property

If you experience a problem during your stay, please contact the property owner or property manager directly in the first instance. Their contact details will have been provided to you with your booking information.

It is important that you report any issues during your stay, wherever possible, as this gives the owner or manager the opportunity to investigate the problem and put things right while you are still at the property. In many cases, issues can be resolved quickly when they are brought to someone's attention at the time.

If you have returned home

If you have completed your stay and remain unhappy with something that happened during your visit, please contact Sleeps12 as soon as possible. You can call us during our office hours, Monday to Friday, 9am–5pm, or email us with full details of your concerns.

Please explain what happened, what action was taken while you were at the property, and why you feel the matter was not sufficiently resolved during your stay. Where appropriate, please include any photographs, videos or other relevant information that may help us understand and assess the issue. Providing this information can help us investigate the matter more quickly and, where appropriate, liaise with the owner on your behalf.

We also ask that you familiarise yourself with our Terms and Conditions, which were agreed at the time of booking. These set out the respective responsibilities of the guest, property owner and Sleeps12.

Sleeps12 acts as an impartial intermediary between guests and property owners. While we will take any concerns raised with us seriously and will do everything we reasonably can to assist in reaching a fair resolution, we cannot determine what action an owner should take or guarantee a particular outcome.

Our aim is always to listen, understand the circumstances and help resolve any genuine concerns as quickly and fairly as possible.