Complaint procedure

This complaint procedure sets out how guests may exercise their rights if accommodation services are provided defectively or incompletely.

1. Making a complaint

The guest is entitled to complain about the scope, quality or correctness of the services without undue delay after discovering the issue, ideally during the stay so that immediate corrective action can be taken.

2. How to submit a complaint

A complaint may be submitted in person at the place of service, by phone or by email to . We recommend stating the guest’s name, stay dates, description of the issue and the preferred remedy.

3. Handling of complaints

The provider will assess the complaint and handle it within a reasonable time. If possible, the deficiency will be remedied immediately on site; otherwise the guest will be informed about the further procedure. If individual assessment is required, the complaint will be processed no later than 30 days after it is submitted, unless applicable law requires a shorter period.

4. Remedies

If the complaint is justified, it may be resolved, in particular, by rectifying the deficiency, granting an appropriate price reduction, providing substitute performance or another reasonable remedy depending on the nature of the defect.

5. Alternative dispute resolution

If the consumer is not satisfied with the outcome, they may contact a competent ADR body. More information is available in the Terms and conditions.

Effective from 18 March 2026.