What to do if you need to make a complaint? (For owners)
Our goal at TripAdvisor Rentals is to provide you with an effortless experience to list and manage your rental. 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.
Many complaints and concerns at any stage of your booking can be solved by speaking directly with the traveller. However, if you’re unsatisfied and want us to help, or if your complaint relates to our platform and services, these guidelines will cover how to contact us and how to make a complaint.
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).
We aim to provide a positive experience for owners who choose to advertise through us, and are here to support you every step of the way.
What we’ll need from you
We may 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:
Photographs or screenshots
Any other documentation you or we feel may be relevant
In order for the investigation to be as smooth as possible, we ask that you:
Are prepared to work with us and respond promptly to our questions and/or requests for additional information
Have not directly or indirectly caused the issue
Are prepared to provide evidence that you have used reasonable efforts to cooperate with the traveller’s attempts to resolve the problem (if applicable)
We reserve the right to terminate any correspondence or communication that may reasonably be viewed as abusive or bullying in content, voluminous, frivolous or vexatious, or which diverts resources from and/or negatively affects the Customer Relations area of our business operations. 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.
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 complaint. However, if you are not satisfied with the outcome of your case, you may ask to have it escalated for review. Our Customer Relations team will review both your case and our response, along with any supporting evidence you have provided.
We will carry out the case review process as quickly as reasonably practicable, 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.
If you are established in the EU and are not satisfied with our final response to your complaint, you may request that the matter is referred to the third party mediation service, the Centre for Effective Dispute Resolution (CEDR). If you wish to make such a request, please send us an e-mail in the first instance. Please note that mediation is a voluntary process for both parties.
Terminating your agreement with us
If you’d like to terminate your contract with us, you can do so by notifying us by email.