At Edinburgh Escapes, we work hard to ensure every guest enjoys a comfortable, enjoyable and memorable stay.

However, despite our best efforts, things do occasionally go wrong.

If they do, we genuinely want to know.

Most issues can be resolved quickly when they are brought to our attention during your stay, and our team will always endeavour to find a fair and reasonable solution wherever possible.

Our aim is not simply to respond to complaints, but to learn from them and continually improve our Properties and services.

If something is not as expected during your stay, please let us know as soon as reasonably possible.

Many issues can be resolved quickly whilst you are still in the Property.

Unfortunately, concerns first reported after departure can be much more difficult to investigate or resolve.

Where appropriate, we ask that guests give Edinburgh Escapes a reasonable opportunity to investigate and, where possible, rectify the issue before the end of their stay.

Stage One: Guest Services

In the first instance, please contact our Guest Services Team.

Email: stay@edinburghescapes.com

Our Guest Services Team is available between 8:00am and 10:00pm, seven days a week.

For urgent issues affecting your stay, we encourage you to contact us immediately rather than waiting until after your departure.

Stage Two: Senior Guest Services Manager

If you remain dissatisfied following our initial response, you may request that your complaint is reviewed by our Senior Guest Services Manager.

Email: guesthelp@evergreen-property.co.uk

Please include:

• your booking reference;
• the Property address;
• a summary of your complaint;
• any supporting photographs or documents;
• details of the outcome you are seeking.

Stage Three: Managing Director Review

If you remain dissatisfied after Stage Two, you may request a final internal review by:

Barry Burton
Managing Director

Email: barry@evergreen-property.co.uk

The Managing Director will independently review your complaint, together with any previous correspondence, before providing Edinburgh Escapes’ final internal response.

Every complaint is considered individually.

Depending upon the circumstances, we may:

• speak with members of our team;
• review photographs or videos;
• inspect the Property;
• obtain reports from contractors, cleaners or other relevant parties;
• contact the Property Owner where appropriate;
• request additional information from the Guest.

We aim to investigate complaints fairly, impartially and as quickly as reasonably practicable.

We aim to:

• acknowledge complaints within two working days;
• investigate them as quickly as reasonably practicable;
• keep you informed where additional time is required;
• provide a full written response within ten working days wherever possible.

More complex matters may occasionally take longer where additional investigation is required. If this happens, we will keep you updated on our progress.

Every complaint is assessed on its own individual circumstances.

Where appropriate, Edinburgh Escapes may offer a goodwill gesture, refund or another appropriate resolution.

Any resolution will depend upon:

• the nature of the complaint;
• the impact on your stay;
• whether we were given a reasonable opportunity to resolve the issue;
• the evidence available;
• the circumstances of the individual booking.

We genuinely welcome constructive feedback and use guest comments to improve our Properties and services.

If we have been unable to meet your expectations, we would always appreciate the opportunity to address your concerns directly before you leave a public review.

Nothing within this Complaints Procedure affects your statutory rights.

We are an independent, locally managed business and genuinely value the opportunity to resolve concerns directly, fairly and professionally.

Thank you for giving us the opportunity to put things right whenever possible. Your feedback helps us continually improve the experience we provide for future guests, and we hope to have the opportunity to welcome you back to Edinburgh again.