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A problem during your stay
If anybody is in immediate danger, contact the emergency services first. For another urgent safety, access, maintenance or cleanliness problem, contact Paula through the guest channel supplied with your booking as soon as you reasonably can.
Explain what has happened and how it is affecting the stay. Giving Paula the opportunity to see or understand the issue at the time often makes a practical solution possible.
How to make a formal complaint
Write to Paula using the email or contact details connected to your booking. Please do not publish booking references, access codes or other private reservation information on a public page.
If the complaint is made after departure, send it as soon as reasonably possible while the detail and any evidence are still available.
- The lead guest's name and booking reference
- The dates of the stay
- What happened, including the relevant date and time
- Photographs, messages or other evidence where relevant
- The outcome you would like Paula to consider
What Paula will do
Paula will acknowledge the complaint, review the booking record and relevant evidence, and may ask a focused question where more information is needed. She will also speak with a contractor or service provider if their work forms part of the concern.
The response will explain what was found, whether anything can be put right and any action being taken. Complex matters may require more investigation, but Paula will keep the communication clear rather than leave you guessing.
A fair and respectful process
Complaints are considered on their facts. Raising a concern will not affect your data-protection, equality or consumer rights. Paula asks that communication remains respectful and relevant so the issue can be addressed properly.
Threatening, abusive or discriminatory communication does not have to be accepted. That boundary does not prevent a guest from making a clear, robust complaint or asking for a decision to be reconsidered.
Privacy and evidence
Information supplied with a complaint is used to investigate and respond, maintain an appropriate business record and meet legal or insurance duties. It is shared only where there is a proper reason, such as with an insurer, adviser, contractor or authority involved in the matter.
Keep copies of relevant messages and evidence. Paula will also retain records only for as long as there is a legitimate operational or legal reason.
Read the privacy policyIf the first response does not resolve it
Reply to Paula and identify the part of the response you believe is incomplete or incorrect, together with any further evidence. She will review that point and provide a final written position.
This policy does not remove any right you may have to seek independent advice or use an applicable consumer or legal route. No external dispute-resolution provider is named here because Enjoy the Pause has not verified participation in a particular scheme.