Complaints
We try to do  everything possible to ensure you have an enjoyable stay, but occasionally things go wrong.   If you do have issues about your self catering holiday accommodation then please tell us at once so that they can put it right – we are responsible for ensuring that the property is managed and maintained to a good standard for you.   Issues must be notified during your stay so that they can be investigated and addressed. If these are not resolved to your satisfaction then please put your complaint in writing to us following your return home.   All complaints must be notified immediately to ensure that sufficient time is given to investigate and/or take the necessary remedial action. Compensation will not be considered when we have not been given the opportunity to rectify matters during your stay.  If you wish to make a complaint, please contact us. See our Terms & Conditions of Trading regarding this matter. We have the right under the terms and conditions of our holiday contract with you to enter the property at any reasonable time to effect urgent essential repairs to the property or the fixtures and fittings of the property and this right extends to any trades person or maintenance worker appointed by us. In an emergency where the safety or security of the premises or the occupants is endangered, or serious damage to the property would ensue if an emergency repair were not carried out, this right may be exercised at any time of the day or night. We will endeavour, so far as practicable in the circumstances, to make the best possible arrangements for the continued comfort of all Guests, to keep you informed about the progress of the work, and to carry out the work at a time convenient for you where this can be arranged. In the event that you have a complaint about any aspect of the premises or the service provided you must bring this to our attention at the earliest opportunity (between 0800 and 2000hrs) in order to give us the opportunity to remedy the cause of the complaint. Any verbal notification must be put in writing within 21 days of the end of your stay at the property. All such complaints should include all relevant information together with your booking reference; failure to do so will affect our ability to investigate your complaint, and will affect your rights under your holiday contract. Any such dispute or claim not satisfactorily resolved must be dealt with initially under the EASCO Arbitration Scheme or by the Courts of England and Wales. Guests who have made a complaint about any of our holiday accommodations or the way we  run our business can leave a candid review on this website, with HomeAway, Booking.com or TripAdvisor; we will respond to any comments made sensibly and sensitively.  Anyone who attempts to “blackmail” us by threatening us with a bad review should know that we will report every instance of a threat immediately; these sites have systems in place to deal with this irresponsible and illegal action.  We are also members of GuestScan and such actions will also be reported to them; this could potentially lead to the guest being refused accommodation in thousands of accommodation properties around the world.
Version 16.3.1
 2009-2017 Steve Robertson & Ann Barnes Bournemouth Self Catering 4-Star Holiday Properties
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ESSAR Holiday Lets 40 Springfield Road POOLE Dorset BH14 0LQ United Kingdom Telephone: +44 (0) 1202 241483 Mobile: +44 (0) 7796 171751 Fax: +44 (0) 1202 237889 8am to 8pm
Complaints
We try to do  everything possible to ensure you have an enjoyable stay, but occasionally things go wrong.   If you do have issues about your self catering holiday accommodation then please tell us at once so that they can put it right – we are responsible for ensuring that the property is managed and maintained to a good standard for you.   Issues must be notified during your stay so that they can be investigated and addressed. If these are not resolved to your satisfaction then please put your complaint in writing to us following your return home.   All complaints must be notified immediately to ensure that sufficient time is given to investigate and/or take the necessary remedial action. Compensation will not be considered when we have not been given the opportunity to rectify matters during your stay.  If you wish to make a complaint, please contact us. See our Terms & Conditions of Trading regarding this matter. We have the right under the terms and conditions of our holiday contract with you to enter the property at any reasonable time to effect urgent essential repairs to the property or the fixtures and fittings of the property and this right extends to any trades person or maintenance worker appointed by us. In an emergency where the safety or security of the premises or the occupants is endangered, or serious damage to the property would ensue if an emergency repair were not carried out, this right may be exercised at any time of the day or night. We will endeavour, so far as practicable in the circumstances, to make the best possible arrangements for the continued comfort of all Guests, to keep you informed about the progress of the work, and to carry out the work at a time convenient for you where this can be arranged. In the event that you have a complaint about any aspect of the premises or the service provided you must bring this to our attention at the earliest opportunity (between 0800 and 2000hrs) in order to give us the opportunity to remedy the cause of the complaint. Any verbal notification must be put in writing within 21 days of the end of your stay at the property. All such complaints should include all relevant information together with your booking reference; failure to do so will affect our ability to investigate your complaint, and will affect your rights under your holiday contract. Any such dispute or claim not satisfactorily resolved must be dealt with initially under the EASCO Arbitration Scheme or by the Courts of England and Wales. Guests who have made a complaint about any of our holiday accommodations or the way we  run our business can leave a candid review on this website, with HomeAway, Booking.com or TripAdvisor; we will respond to any comments made sensibly and sensitively.  Anyone who attempts to “blackmail” us by threatening us with a bad review should know that we will report every instance of a threat immediately; these sites have systems in place to deal with this irresponsible and illegal action.  We are also members of GuestScan and such actions will also be reported to them; this could potentially lead to the guest being refused accommodation in thousands of accommodation properties around the world.
Version 16.3.0
© 2009- 2017 Steve Robertson & Ann Barnes
ESSAR Holiday Lets 40 Springfield Road POOLE Dorset BH14 0LQ United Kingdom Telephone: +44 (0) 1202 241483 Mobile: +44 (0) 7796 171751 Fax: +44 (0) 1202 237889 8am to 8pm
Bournemouth Self Catering 4-Star Holiday Properties