If your room isn’t quite what you expected, we’re really sorry to hear that!
🔑 Step 1: Speak to the Hotel Reception
Your first step should always be to speak directly with the hotel’s front desk or reception team. They’ll do their best to help, depending on room availability.
📍Important: If you're experiencing an issue while in resort, it's essential to raise it at the time—either with the hotel or our in-resort support team. Once you're home, it becomes much harder for us to resolve the issue effectively.
📞 Step 2: Still Need Help While You're Away?
If the hotel can’t resolve the issue, our in-resort support team is here to help. You can reach them on WhatsApp through your My Booking account or by phone.
🏠 Already Home and Want to Make a Complaint?
If your stay didn’t meet expectations and you’ve already returned home, we’d still like to hear from you.
To submit a complaint, click here.