What to do if you need to make a complaint?
Our goal at TripAdvisor Rentals is to provide travellers with effortless trips, amazing rentals and a positive experience. If something goes wrong or doesn’t live up to your expectations, we want to hear about it – we’ll do everything we can to put it right.It’s always a good idea to contact the owner first. Many complaints and concerns at any stage of your booking can be solved by speaking directly to the owner/property manager. However, if you’re unsatisfied and want us to help, these guidelines will cover how to contact us and how to make a complaint.
Access problems
If you are unable to access the property you’ve booked through our platform, please contact us immediately on +442037015375 (our 24-hour helpline) as per the terms of our Payment Protection Policy.
If you were able to access the property but have any concerns other than those covered by our Payment Protection Policy, please notify us as soon as possible. Contacting us quickly gives us the best possible chance of resolving your complaint.
Reporting problems with your stay
There are a few different ways you can get in touch, depending on the stage of your trip. Please have your booking reference handy when you contact us, so we can find your details as quickly as possible.
Before you travel
To resolve a problem before your trip, please contact us. We can help you with general questions, or help you to contact the property owner before you travel.
On your trip
If you are denied access to your booked property and you paid through our platform, please follow our Payment Protection Policy process.
If you experience problems after you’ve checked into the property, please ensure that you:
- Contact the property owner or their representative to let them know there is a problem. You’ll find their contact details in your Inbox or your Manage My Booking
page. - Call us immediately on +442037015375, our 24-hour helpline, to report the issue.
If you haven’t already, it’s really important that you contact us as soon as possible and provide details about your complaint. If we’re able to investigate your complaint during your stay, we’ll have more leverage and be far more likely to be able to provide you with a positive resolution.
How we will handle your case
We aim to respond to emails within 24 hours. If your issue is urgent, please give us a call on +442037015375.
Our agents will log your case in our system and provide a reference number (if you’ve not received a reference number, please ask the agent to supply one).
What we’ll need from you
We’ll ask you to provide information to support your complaint – the more evidence we have, the better we’ll be able to assist you. This evidence could be in the form of:
- Email correspondence
- Photographs
- Any other documentation you feel is relevant
- Are prepared to work with us and respond to requests for additional information
- Have not directly or indirectly caused the travel issue
- Are prepared to provide evidence that you have used reasonable efforts to cooperate with the property owner’s attempts to resolve the problem
If you are unhappy with how we handle your complaint
We hope that you will always find us to be fair and reasonable in dealing with any dispute. However, if you are not satisfied with our service, please ask to have your case escalated for review.
Our Customer Relations team will review both your case and our response, along with all copies of communication between you and the owner, including any supporting evidence you have provided.
We aim to carry out the case review process as quickly as possible and you will usually be contacted directly by our Customer Relations team within 10 working days from the review start date, with a final decision on your case.
We reserve the right to terminate any correspondence or communication that could be viewed as abusive or bullying in content, voluminous, frivolous or vexatious, or which specifically diverts resources and/or negatively affects the Customer Relations area of the operation. This is a decision we do not take lightly and, prior to taking it, your case will be reviewed by a senior manager and/or our legal department.
We aim to provide a positive experience for our travellers and are here to support you every step of the way.