Complaints & Dispute Resolution

We’re sorry if something hasn’t gone to plan. The fastest way to resolve an issue is to contact us with your booking reference and a description of the problem:

• Email admin@betheguests.com
• Or use the Help Centre

• We acknowledge complaints within 2 working days.
• We aim to provide a full response within 15 working days. If we need longer for a complex case, we’ll tell you why and give a revised date (no later than 35 working days).
• We’ll keep you updated and let you know the outcome and any next steps.

For booking changes, cancellations and refunds, please first review our Cancellation & Refund Policy, which sets out your rights and the applicable timeframes.

If we cannot resolve your complaint, you can check the European Commission’s consumer dispute-resolution directory for a body that may be able to help. Eligibility depends on your location and the dispute. The former EU Online Dispute Resolution platform closed in July 2025.

Using this process does not affect your statutory consumer rights. Depending on where you live, you may also be able to refer unresolved disputes to a relevant consumer ombudsman or alternative dispute-resolution body.