Complaints

If you are not fully satisfied with our services or in the case of issues with the accommodation, you can file a complaint. To serve you as best as possible, we kindly ask you to follow the complaint procedure outlined below.

STEP 1: Verbally on-site

We ask you to first report complaints to the staff on-site, so the opportunity can be provided to resolve the complaint immediately. Complaints about staff can be directed to the manager.

STEP 2: In writing on-site

If the complaint has not been resolved to your satisfaction, you can submit the complaint in writing via a complaint form. This form should be filled out and sent to the manager. Complaints submitted will be responded to within 2 working days from the date of receipt. The form is available at the reception on-site.

STEP 3: To the management of Family Leisure Company

If this also does not lead to a satisfactory resolution, you have the option to appeal the manager’s decision to the management of Family Leisure Company. You should submit a complaint in writing by email or post, including your personal details and the name of the location. Complaints submitted will be responded to within 14 days from the date of receipt.