At Hotelagio, we work with a carefully curated selection of luxury hotels to provide our guests with the best possible booking experience.
Your feedback is invaluable to us, and we are committed to resolving any concerns quickly, fairly, and with the highest level of care.
If you have a complaint, please provide as much detail as possible — including your booking reference, hotel name, and any relevant documents or evidence — so we can investigate efficiently.
We will confirm receipt of your complaint within two working days and provide you with the name of the team member handling your case.
If your concern is complex or requires more than ten working days to investigate, we will update you on the progress and expected timeline.
We will liaise with the relevant hotel and review all available information to ensure a fair assessment.
Depending on the nature of your complaint, possible outcomes may include a refund, credit, alternative accommodation, or other appropriate remedies.
Once our review is complete, we will provide you with a detailed response and the proposed resolution.
We also welcome your feedback on our handling of the matter, as it helps us enhance our guest service.
Our aim is to resolve complaints within 14 working days from receipt.
If this is not possible, we will inform you of the reason for the delay and provide a revised resolution date.
If you are not satisfied with the resolution, you may escalate your complaint by contacting Geoff Cudd at support@hotelagio.com.
We will review your case thoroughly to ensure a fair outcome, maintaining confidentiality throughout the process.
We will keep a record of your complaint and our response for at least six months.
We regularly review all complaints to identify trends and improve both our booking process and partner hotel standards.
Our Commitment to You
Hotelagio is dedicated to ensuring that every stay booked through our platform lives up to the promise of luxury and exceptional service.
We will use every reasonable effort to address your concerns promptly and ensure your experience — both with us and our partner hotels — is nothing short of outstanding.