If your holiday accommodation is disappointing, for example, if it is not clean, the swimming pool is (temporarily) closed, or other on-site facilities are dirty, you can choose to file a complaint. To assist you as efficiently as possible, we ask that you follow the complaint procedure below.
Step 1: Complain on-site at the holiday park If the holiday park does not meet your expectations, you should first report your complaint on-site directly to the management of the holiday park. Give the holiday park the opportunity to resolve the issue on the spot. If you do not do this, you may forfeit your rights.
Step 2: Submit the complaint in writing via email If the holiday park does not satisfactorily resolve the complaint, then submit the complaint in writing to us using this complaint form. Please note that the holiday park may set a deadline for submitting a complaint in their terms and conditions. If this deadline is exceeded, the complaint will not be processed. Therefore, we recommend that you submit your complaint in writing via email no later than one month after leaving the holiday park. Ensure that you provide sufficient evidence, such as statements from other guests, photos, and/or videos.
We aim to process the complaint within 2 working days. You will receive confirmation that we have received your complaint. Complaints are substantively addressed within 14 days from the date of receipt.
Step 3: Further steps If you are dissatisfied with the handling of the complaint or if the above steps do not lead to a satisfactory solution, you have up to 3 months after leaving the holiday park to submit the complaint to the Disputes Committee via the European ODR Platform.
.png?width=317&height=73&name=hpuklogowebsite5-5d80e385869cb%20(1).png)
