Complaints Policy

Jaki Properties is committed to providing high-quality serviced accommodation across Cornwall. We aim to deliver excellent service to all clients. If something does not meet expectations, we take complaints seriously and aim to resolve issues fairly, efficiently, and professionally.

Our Commitment to Guests

We aim to:

Provide high standards of accommodation and service
Respond to complaints promptly and professionally
Investigate concerns fairly and thoroughly
Resolve issues wherever possible
Use feedback to improve our services

What Can Be Reported as a Complaint?

Complaints may relate to:

Property cleanliness or maintenance
Accommodation facilities or amenities
Booking or communication issues
Service quality concerns
Behaviour or conduct issues relating to accommodation

If you are unsure whether your concern qualifies as a complaint, you are encouraged to contact us for advice.

How to Make a Complaint

During Your Stay

If an issue arises during your stay, guests must contact Jaki Properties as soon as possible so we can attempt to resolve the matter quickly.

[email protected]

Early reporting allows us the best opportunity to correct problems and improve your experience.

After Your Stay

If you wish to submit a complaint after your stay, please contact us via email with the following information:

Full name
Booking details or stay dates
Property location
Description of the complaint
Any supporting evidence such as photographs (if applicable)

Complaint Handling Process

Step 1 – Acknowledgement

We aim to acknowledge complaints within 3 to 5 working days of receiving them.

Step 2 – Investigation

We will investigate the complaint by reviewing booking details, property reports, and communication records. Where necessary, we may contact guests for further information.

Step 3 – Response

We aim to provide a full response within 14 working days. If additional time is required, we will notify you.

Resolution Options

Depending on the nature of the complaint, resolution may include:

Providing explanations or clarification
Arranging maintenance or corrective action
Offering goodwill gestures where appropriate
Reviewing internal procedures to prevent future issues

Resolutions are considered on a case-by-case basis.

Guest Responsibilities When Making Complaints

To allow us to resolve complaints effectively, guests are expected to:

Report issues promptly
Provide accurate and honest information
Allow reasonable access for inspections or repairs
Communicate respectfully with staff

Failure to report issues during a stay may affect our ability to investigate or resolve the complaint.

Complaints We May Not Be Able to Accept

We may be unable to process complaints relating to:

Issues not reported during the stay where reasonable opportunity was available
Matters outside the control of Jaki Properties
Guest misuse of property or breach of booking terms
General dissatisfaction not related to service or accommodation standards

Escalation of Complaints

If you are not satisfied with the outcome of your complaint, you may request a review of the decision. Please submit your request in writing via email, including reasons why you believe further review is necessary.