Complaints Procedure
Esteem Stays Ltd
Last Updated: 02-2025

Complaints Procedure

1. Introduction

Esteem Stays Ltd is committed to providing high-quality accommodation and customer service. However, we understand that issues may arise, and we welcome feedback to help us improve. This procedure outlines how to raise a complaint and how we will address it.

2. How to Make a Complaint

If you have a complaint, please follow these steps:

Step 1: Contact Us Directly

Raise the issue with our team as soon as possible to allow us the opportunity to resolve it promptly.

You can contact us via:

Email: bookings@esteemstays.co.uk

Phone: +447441361219

Address: Ivanhoe House, 665 Beverley Road, Hull, HU6 7JJ

Step 2: Formal Written Complaint

If the issue remains unresolved, please submit a formal complaint in writing, including:

Your name and contact details.

Booking reference number.

Details of the complaint, including relevant dates and any supporting evidence.

Your desired resolution.

Step 3: Investigation & Response

We aim to acknowledge complaints within [3] business days.

A thorough investigation will be conducted, and a full response will be provided within [10] business days.

If further time is required, we will inform you of the expected resolution timeline.

3. Confidentiality & Record Keeping

All complaints will be handled with confidentiality and fairness.

We will keep a record of complaints and their resolutions for quality improvement purposes.



4. Contact Us

If you have any questions about this procedure, please contact us at:
Esteem Stays Ltd
Email: bookings@esteemstays.co.uk 
Phone: +447441361219
Address: Ivanhoe House, 665 Beverley Road, Hull, HU6 7JJ