Vacation Rental Homes

If you have an issue with the vacation rental home, you could be entitled to a refund. Use our free tool to raise an issue with the service provider.

Your vacation rental should be as shown on the website or any sales material or advertisements. If you're unhappy with the quality of your accommodation, you should first go to the front desk or contact the immediate caretaker of the rental property. They should be able to resolve your issue fast. We recommend that you raise the issue immediately whilst at the rental property, so you give the rental firm a chance to put right any problems. Always be fair and reasonable in your expectations and your approach to the rental business and focus on how to resolve the issue. If you're still unhappy, you should raise a case via Resolver.

How to raise an issue with a vacation rental homeowner? 

There's nothing worse than meticulously planning a holiday, only to arrive and find out that your vacation rental property is under construction! Things can get especially confusing if you've booked through a third party, making it difficult to figure out who is responsible for fixing the situation.

  1. First of all, you should try and gather as much evidence as possible about your issue, while you are at the vacation rental property. Your smartphone will come in handy for this- record videos and take pictures of your issue. Keep the receipts safe.
  2. Approach the caretaker or the concerned person immediately available at the property. Explain your issue in detail and wait for an effective resolution. If you’ve booked the accommodation through an online website or a third party, approach them and raise your issue with them as well. Online vacation rental websites generally have appropriate consumer care cells in place.
  3. As per Resolver's experience, your complaint should be resolved immediately or within 7-10 days. If the rental providers fail to do so, or if you are not satisfied with the outcome, then you have the option to escalate the matter to an appropriate consumer forum.
  4. Before approaching the consumer court, you must serve a month's notice to the vacation rental homeowner or the rental home service provider to allow them a chance of rectification. If they still fail, then you should file a formal consumer case for "a deficiency of services". The legal recourse generally takes a lot of time to reach a conclusion, so choose wisely. However, raising a case can show to the rental firm you are serious and you can withdraw your case at any time.

If you booked through an agent or website, you should still raise your complaint with the rental firm directly. They do need to ensure the information provided is accurate. If you feel the issue was caused by the website or the agent missed-booking then you should raise the issue with them and not the rental company.

Is there a hotel ombudsman or regulator in India?

For rental homes and the hotel industry in India, there is no ombudsman or regulator yet. There are some independent organizations but they do not cater to consumer complaint redressal.

The vacation rental owner couldn’t resolve my issue. What to do?

If you cannot resolve the issue whilst you are staying at the rental property then you should raise the issue as soon as possible of returning home. When you email the rental business through resolver, try to attach as much supporting information as possible such as your invoice, photos, etc, to help express your issue clearly to the business.

How will Resolver help?

Resolver plays the role of the bridge between you and the Company. It makes it easier for you to contact the Hotel’s customer service directly. You can be certain that you’re talking to the right person at the right time. We automatically connect you to contacts at thousands of household names, ombudsman and regulators to find a resolution. There’s no jargon in our rights guides. Instead, they’re full of the information you need to get things sorted. We’ll continually be on hand with steerage and support to assist you to get the results you’re searching for. Resolver is free. No adverts, no hidden costs. Start by telling us the name of the company or organization you have an issue with, raise a case and leave feedback afterwards.

Were you asked to pay extra upon arrival?

 Hotel booking sites should make any charges clear to you at the beginning itself. This includes taxes and booking charges. If you find that charges have not been made clear to you, you should use Resolver’s free Hotel Booking Complaint Tool to raise your issue with the site.

How to cancel a holiday home reservation?

Unfortunately, you won't normally have the right to cancel your vacation rental home booking. You may be charged a small fee if you do so. This is, however, dependent on your accommodation’s terms and conditions.

The accommodation was not as described

Vacation rental homes offer a home-like environment on a vacation with facilities ranging from attached kitchen, lawns, gardens, other necessary equipment, etc. It is primarily a home on Vacation. Such a residence can be booked online or offline through a travel agency. The booking can be made based on preferences and required amenities, dates and other ancillary details. The website or the service provider provides an insight into the residential home so as to attract the consumer. This could be in the form of pictures, description or verbal communication.

However, there may be instances where such a description of the house or property does not match the rental house provided to you in reality. There may be a lack of amenities, or lack of any surrounding facilities, dirty room, insufficient space, no cleaning staff, non-existence of assured luxuries amongst others. If the accommodation so provided to you a vacation rental home is not up to the mark or doesn’t fit into the description provided to you, you can raise a complaint and demand a refund for the same.

You can claim a reimbursement equivalent to the amount and charges of booking or the particular facility, depending upon the circumstances. You can raise an issue for deficiency in service. If in any case, your issues are not resolved in due time, you can contact the Resolver Group for further guidance.

Helping you with Vacation Rental Homes services

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We will never share your personal data with anyone without your permission - your case will go to the firm you’re complaining about and, if appropriate, to an ombudsman.

If you find something wrong with a company or our processes, tell us and we will put it right.

You can raise a complaint against Resolver via Resolver itself.

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