Dissatisfaction

We work very hard with all property owners to ensure that you will have an enjoyable holiday. However, in the unlikely event that you are dissatisfied with your accommodation, then it is very important that you register this straight away with the owner or caretaker and do not wait until you return home, when the chance of actively helping you has passed. Even if you think nothing could be done to make your situation better, you must say something while you are on holiday. Please see our below for further information on our complaints procedure.

Every effort has been made to ensure that you have an enjoyable and memorable holiday.  If, however, you have any cause for complaint the Owner and the Company are anxious that remedial action is taken as soon as possible.  It is essential that you contact the Owner or his/her representative immediately if any problem arises so that it can be speedily resolved.  It is often extremely difficult (and sometimes impossible) to resolve difficulties properly unless the Owner is promptly notified.  Discussion of any criticisms with the Owner or his/her representative whilst you are in residence will usually enable shortcomings to be rectified straightaway.  In particular, complaints of a transient nature (for example, regarding preparation or heating of the property) cannot possibly be investigated unless registered whilst you are in residence.  If you cannot make contact with the Owner or his/her representative, or if you remain unhappy with their response, you should immediately telephone  number shown on your confirmation.  If, after this, you feel that the problem has not been resolved to your satisfaction, then the party leader must, within 30 days of returning from your holiday rental, put your complaint in writing to the Company.  This will then be passed on to the Owner.  Send your letter by recorded delivery to the Company’s Office at Island Holiday Cottages, Baliscate House, Tobermory, Isle of Mull, Argyll PSA75 6Q.  This procedure is designed to ensure the speediest possible investigation and rectification of complaints.  Please help the Owner and the Company to help you by following this procedure.  If you fail to do so, this may affect your entitlement to claim compensation where this would or may otherwise have been appropriate.  As the Company acts only as an agent for the Owner, the Company cannot accept any liability for your property.  Any assistance provided in resolving a complaint in relation to your booking is provided on a goodwill basis and in our capacity as agent only.