Problems during your stay
If something is wrong with your apartment, our local team is available 24 hours a day, fixes what it can quickly, and can move you to another apartment if needed.
If something is not right, tell us as soon as you notice it. Our team is local to Bournemouth and available 24 hours a day. Most problems are sorted the same day. If a problem cannot be fixed, we can move you to an alternative apartment.
How to report a problem
- Message us on WhatsApp or call us. Both numbers are on the contact page. Include your apartment name and a short description.
- If it helps, send a photo. It speeds up the diagnosis.
- We will tell you what we are doing and when. If someone needs to visit, we agree a time with you first.
Common problems and quick checks
- Wi-Fi down: restart the router at the wall and wait two minutes. See Wi-Fi and smart TV.
- No hot water or heating: check whether a switch or timer has been turned off, then tell us.
- Access code not working: check you are at the right door and entering the code exactly as sent, then call us. We can reset the lock remotely.
- Something broken or missing: tell us, even if it is small. We would rather know.
Emergencies
In the event of a fire, a gas leak or any immediate danger, call the emergency services on 999 first, then let us know. Emergency numbers and the location of safety equipment are in your arrival instructions. See safety tips and guidelines.
If the problem cannot be resolved
If we cannot put things right, you may be entitled to a partial refund or, in some cases, a full cancellation refund, depending on the circumstances. We will discuss the options with you. See how to cancel your booking for how refunds are processed.