Complaints Procedure
We’re committed to providing a professional, transparent and high-quality service to our guests, property owners, clients and partners.
We recognise that occasionally things may not go as expected.
When this happens, we welcome the opportunity to investigate concerns, resolve issues where possible and use feedback to improve our service.
1. How to make a complaint
If you are dissatisfied with any aspect of our service, please contact us in the first instance so that we have the opportunity to investigate and resolve the matter.
Complaints should preferably be submitted in writing by email to:
Email: enquiries@nestiastays.com
Please provide as much relevant information as possible, including:
- Your full name and contact details
- The property concerned, where applicable
- Your booking reference, where applicable
- A clear description of your complaint
- Relevant dates and details of anyone you have already spoken with
- Any supporting photographs, documents or correspondence
- The outcome or resolution you are seeking
Providing this information will help us investigate your complaint efficiently.
2. Acknowledgement
We aim to acknowledge written complaints within 3 working days.
Where possible, straightforward matters will be resolved at this stage.
If further investigation is required, we will confirm that the complaint is being reviewed and may contact you for additional information.
3. Investigation
Your complaint will be reviewed by an appropriate member of the Nestia Stays team.
Depending on the nature of the complaint, this may include reviewing booking records, correspondence, property records, photographs, maintenance information and speaking with relevant employees, contractors, property owners or other parties.
We aim to provide a substantive written response within 15 working days of receiving the complaint.
If the matter is particularly complex and additional time is required, we will explain the reason for the delay and provide an updated expected response date.
4. Escalation
If you remain dissatisfied following our initial response, you may request that the complaint is escalated for further review by a Director of Nestia Stays.
Please explain why you remain dissatisfied and identify any aspects of the complaint that you believe have not been adequately addressed.
The Director will review the complaint and our previous response and provide a final written response.
5. Property Redress Scheme
Nestia Stays is a member of the Property Redress Scheme (PRS).
Where your complaint falls within the scope of the Property Redress Scheme and you remain dissatisfied after completing our internal complaints procedure, you may be entitled to refer your complaint to the PRS for independent consideration.
Eligibility, timescales and the circumstances in which the PRS can consider a complaint are determined by the Property Redress Scheme.
Further information can be found on the Property Redress Scheme website.
6. Urgent health and safety matters
If your concern relates to an immediate risk to health or safety, please do not wait for the formal complaints process.
Contact Nestia Stays immediately using the appropriate guest or emergency contact details provided for your accommodation.
In an emergency involving an immediate risk to life or serious injury, contact the appropriate emergency service by calling 999.
7. Confidentiality and data protection
Complaints will be handled appropriately and information will only be shared where reasonably necessary to investigate, respond to or resolve the matter, or where disclosure is required by law.
Personal information will be handled in accordance with our Privacy Policy and applicable data protection legislation.
8. Our commitment
We aim to deal with complaints fairly, professionally and without unnecessary delay.
Making a complaint will not result in unfair or adverse treatment. We value feedback and use complaints, where appropriate, to identify opportunities to improve our properties, procedures and service.
