Use this form to make a complaint, appeal a decision, or ask for an exceptional circumstances determination. No fee applies.

If you would like someone to act for you, please email [email protected]. Before we can discuss your matter with them, we will need your written authority: a signed authority, or an email from your own email address.

If you would like help to complete this form, please email [email protected] or speak with the Facility Manager.

Submission type *

Complaint

Appeal against a decision

Request for an exceptional circumstances determination

Which best describes you

I wish to remain anonymous

We will consider anonymous complaints. However, we may not be able to fully look into or respond to your complaint if we cannot contact you.

To stay fully anonymous, leave your name, email and phone blank. If you give an email for an acknowledgement, we can identify you and may link this to any record we hold for that email, but only the people handling your complaint will know who you are.

First Name *

Last Name *

Phone

Email (required unless you choose to remain anonymous)

Apartment number or booking reference

You do not need to give medical or health details.

Details of your complaint

Please do not include medical or health details. We do not need them to consider your request. Simply tell us, in your own words, what happened and how it affected your booking.

Appeal: which decision

Complaint outcome

Restriction on contact

Exceptional circumstances determination

Appeal: date you received the decision

Appeal: more than 20 business days since you received the decision?

Yes

Appeal: grounds for review

Exceptional circumstances: what does your request concern

A charge

A cancellation

A refund, including unused accommodation on early departure

A notice requirement

Exceptional circumstances: your circumstances

Outcome sought *

I have read the Privacy Policy

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