Support HubComplaints Feedback
Please refer to the complaints procedure that is contained in the Booking Conditions that you agreed to when making your booking.
If you have a complaint about the property you have booked but have not stayed at yet, please log in to your account to contact us and we will speak to the Owner to see if we can facilitate a resolution.
If your complaint is about the property you are currently staying in, try to talk to the Owner (or the representative locally) as soon as possible so that they can try to resolve your problem during your holiday.
If you cannot get hold of them or are not happy with their response, please log in to your account and send us a message or call us as soon as possible to let us know, and we will contact the Owner to see if we can facilitate a resolution during your holiday.
In all instances, please provide full details of your complaint and keep any evidence (such as photos) of your complaint, in order for us to share this with the property owner.
If, unfortunately, you've not been able to satisfactorily resolve matters with an Owner, we can provide you with that Owner's details to take it from there (remember it's the Owner that the rental contract is with).
If you have made a booking via www.booking.com or www.vrbo.com, you will need to contact them with any queries relating to your booking.
If you require assistance during your stay at a property, please contact the Owner as soon as possible so that they can resolve any issues or provide any information required. If you are unable get hold of the Owner, or require additional assistance please log in to your account to send us a message.
Customer feedback is so important to our business, including on our post-holiday questionnaire. All comments, including praise and constructive criticism are shown to the property owners and our customer relations team speaks with holidaymakers daily to find out how to improve their experience. To provide feedback on your most recent holiday please log in to your account and click the Give Feedback button to access our feedback form.
Please see our Customer Reviews Policy for further information i.e. the terms that apply for customer reviews and owner responses.
If your complaint is about a property you have stayed at, but despite trying, the complaint was not resolved during your holiday, please log in to your account and send us a message within 7 days of your stay. We will speak to the Owner to see if we can facilitate a resolution.
In all instances, please provide full details of your complaint and keep any evidence (such as photos) of your complaint, for us to share this with the Owner.
If your complaint is about the booking service offered by Sykes Cottages, please log in to your account and let us know about it.
If you wish to complain about third party services (e.g. insurance), please follow the complaints procedure of the third party and contact us by logging in to your account to tell us.
We hope this enables all parties to progress complaints, which no one wants to arise, effectively.
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