Complain Policy
At StayForContractors.com, we are committed to providing a high standard of service and comfortable accommodation for all our guests. However, we understand that from time to time, things may not go as expected. This Complaints Policy outlines how guests can raise issues and how we handle them.
1. Our Commitment
We take all complaints seriously and aim to resolve them fairly, promptly, and professionally.
We treat all guests with respect and expect the same in return during the complaints process.
2. What You Can Complain About
You may submit a complaint about, but not limited to:
Issues with the condition, cleanliness, or functionality of the property
Problems with amenities or advertised features not being available
Staff conduct or communication
Booking, billing, or check-in/check-out issues
Delays in receiving a refund or other post-stay concerns
3. How to Submit a Complaint
You can submit your complaint through any of the following channels:
Email: hello@stayforcontractors.com
Please include the following details to help us resolve the issue efficiently:
Your full name and booking reference
The property address
A clear description of the issue
Any photos or documentation (if applicable)
Your preferred resolution (if applicable)
4. When to Submit a Complaint
If the issue occurs during your stay, please contact us as soon as possible so we can try to resolve it in real time.
If the complaint arises after your stay, it should be submitted within 7 days of your check-out date.
5. Our Response Process
We aim to respond to all complaints:
Initial Acknowledgement: Within 24 hours (during business days)
Full Investigation & Response: Within 3–5 working days, depending on the nature of the issue
If a resolution requires longer (e.g., involvement of third-party service providers), we will keep you updated throughout the process.
6. Resolution
We will work to provide a fair and appropriate resolution, which may include:
On-site maintenance or corrective action
Partial refund or service credit (where applicable)
Apology and assurance of future improvements
Our goal is to reach an outcome that respects your concerns and aligns with our service policies.
7. Escalation
If you are not satisfied with the outcome, you may request that the matter be escalated to senior management. Further details will be provided upon request.
8. Abuse of the Complaints Process
We reserve the right to refuse to engage with any complaints that are:
Aggressive, abusive, or threatening in tone
Clearly fraudulent or misleading
Repeatedly submitted with no new information after a resolution has been provided
Contact Us
If you have any questions about this policy or wish to submit a complaint:
Email: hello@stayforcontractors.com