COVID-19 UPDATE

Regretfully you will not be able to reach us on our office phone line, as we are working remotely. However, emails to info@choice-cottages.com are being monitored and responded to 24/7.

FOR YOUR SAFETY: We are working closely with owners & service providers to ensure that every effort is made to provide a much-deserved holiday for you and that is as risk-free as possible in these unprecedented times.

Compliance

For the safety of our clients, the following measures have been introduced to ensure safe practice. 

Please can we ask you to comply with these points:

The above guidelines are not complete and do not stand alone as we act on behalf of many owners who directly employ their changeover teams and for this reason, our generic letter may be augmented/superseded by the owners to suit more appropriately their individual properties.

We do hope you have a wonderful stay despite the restrictions we are all contending with. Thank you in advance.

Thank you for you understanding and patience. Stay safe. Stay well.

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Complaints & Queries

 
Home | Owners | Property Management | Complaints & Queries

Complaints & Queries

Suffice to say, holiday cottages will receive complaints and queries from time-to-time. This guide to dealing with visitor complaints and reviews while staying at holiday homes in Devon, will help you, the holiday home owner in resolving issues alongside your property manager and the team at Chocie Cottages.

Complaints Procedure

It is important that you have clear guidelines with your Property Manager as to how they deal with any complaint and when to escalate the problem to you. Unless the complaint specifically relates to the booking process or the manner in which Choice Cottages marketed or charged for the property, we will in most instances, refer the issue back to the Property Manager for resolution. In some rare instances, it may be that either the whole or part of the Booking will need to be refunded to the Visitor.

This will be deducted from any Booking Income you have received on that specific Booking. Should the Visitor require moving to another Property due to unforeseen circumstances, Holiday Home Owner will work with you to enable a smooth transition for the Visitor.

Note: If the reason for moving the Visitor is due to an unresolvable situation at your property, such as the failure of a boiler for example, the money you would have received for the booking will be used to accommodate the Visitor at an alternative Holiday Cottage. If the fault occurs partway through the Visitor’s stay, the Booking total will be apportioned to each Property on a pro-rata basis.

 
 
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