Dispute Resolution
We're committed to resolving any issues fairly and promptly. Here's how our process works and what you can expect.
How to Raise a Dispute
If you've experienced an issue with your booking that hasn't been resolved through our standard support channels, you can raise a formal dispute. To get started, please have the following ready:
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1
Your booking reference number (found in your confirmation email)
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2
A clear description of the issue and what resolution you're seeking
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3
Any supporting evidence (photos, receipts, correspondence with the property)
Resolution Process
Submit
Submit your dispute through our contact form with your booking details and supporting information. You'll receive an acknowledgement within 24 hours.
Review
Our dedicated team reviews your case, contacts the property if needed, and gathers all relevant information to assess the situation thoroughly.
Resolution
We aim to resolve all disputes within 14 days. You'll be notified of the outcome and any remedies, which may include refunds, credits, or other compensation.
Most disputes are resolved within 7 business days. Complex cases involving third parties may take up to 14 days.
Escalation Options
If you're not satisfied with the outcome of your dispute, you have several options to escalate:
Request a Senior Review
Ask for your case to be reviewed by a senior member of our support team. Simply reply to your dispute resolution email requesting an escalation.
Alternative Dispute Resolution (ADR)
You may refer the matter to an independent ADR provider. We can provide details of approved ADR schemes upon request.
Online Dispute Resolution (ODR)
EU and UK residents can use the European Commission's Online Dispute Resolution platform at ec.europa.eu/odr.
Your Consumer Rights
As a consumer in the United Kingdom, you are protected by:
- • Consumer Rights Act 2015 — services must be provided with reasonable care and skill
- • Consumer Contracts Regulations 2013 — right to clear information before purchase
- • Package Travel Regulations 2018 — protection for package holiday bookings
Ombudsman Information
If your dispute remains unresolved after exhausting our internal process, you may contact:
- • Citizens Advice — free, impartial guidance on consumer disputes at citizensadvice.org.uk
- • Trading Standards — for issues related to unfair trading practices
- • Small Claims Court — for unresolved financial disputes under £10,000
We're on your side
StayViz is committed to transparency and fairness. Every dispute is reviewed individually, and we work to find a resolution that's right for you. If you have any questions about the process, don't hesitate to get in touch.