Complaints Procedure

At Sleeps12 we are very fortunate that we rarely receive complaints; and we take all the steps we can to ensure that everything is tip-top for our customers.

If you feel you have reason to complain we draw your attention to the 'Terms and Conditions'  that were agreed at the time of booking. Here it explains how the contract is with the owner and the complaint should have been raised with them during your stay so that every attempt could be made to put things right.

If you have returned from your stay and still feel the need to complain then we ask you to email us with the complaint and we will forward this to the owner giving them 7 days to respond including us in all corresponse.

We do not advise the owner on their course of action and we do not engage with the guest as to what we believe the owner should do. We remain impartial to both parties. 

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