Complaints & Dispute Resolution

We’re sorry if something hasn’t gone to plan. The fastest way to resolve an issue is to contact us with your booking reference and a description of the problem:

• Email admin@betheguests.com
• Or use the Help Centre

• We acknowledge complaints within 2 working days.
• We aim to provide a full response within 15 working days. If we need longer for a complex case, we’ll tell you why and give a revised date (no later than 35 working days).
• We’ll keep you updated and let you know the outcome and any next steps.

For booking changes, cancellations and refunds, please first review our Cancellation & Refund Policy, which sets out your rights and the applicable timeframes.

If you are an EU consumer and we cannot resolve your complaint directly, you may be able to use the European Commission’s Online Dispute Resolution platform at ec.europa.eu/consumers/odr. Please reference our contact email admin@betheguests.com when submitting.

Using this process does not affect your statutory consumer rights. Depending on where you live, you may also be able to refer unresolved disputes to a relevant consumer ombudsman or alternative dispute-resolution body.