Complaints.

Last updated 30 August 2026

What to do when something is wrong, and what we will do about it.

Tell us while you are there

Most problems — a broken appliance, a missing towel, heating that will not come on — are fixed the same day if we know about them. Ring 01962 000 148 or email stay@idealescapes.co.uk as soon as you notice. We answer during opening hours, and there is an emergency number in the property folder for guests in residence outside them.

Please give us the chance to put things right before you leave. A problem we never heard about is one we could not fix, and it is much harder to resolve afterwards.

If it cannot be fixed on the spot

Write to us within 28 days of leaving, with your booking reference and what happened. Photographs help. Send it to stay@idealescapes.co.uk or by post to [COMPLAINTS ADDRESS].

What we do

• We acknowledge every complaint within three working days.
• We investigate and give you a full written answer within 28 days. If it is going to take longer, we tell you why and when to expect it.
• Where we got it wrong we say so, put it right, and refund what is fair.

If you are still unhappy

Ask for the complaint to be reviewed by [SENIOR CONTACT NAME OR ROLE], who will look at it afresh and reply within a further 14 days.

[IF THE COMPANY JOINS AN ALTERNATIVE DISPUTE RESOLUTION SCHEME OR A TRADE BODY, NAME IT HERE WITH ITS CONTACT DETAILS. There is no compulsory ADR scheme for holiday lets in the UK, but membership of one is a genuine reassurance to guests and must be disclosed if it exists.]

Nothing here affects your right to take the matter to court. These terms are governed by the law of England and Wales.

Payment disputes

If the complaint is about a payment or a refund, tell us first — we can usually resolve it faster than a chargeback, and a chargeback raised while we are still looking into it slows everything down.