Complaints Procedure

Last updated: 20 October 2026

We want every guest and property owner to be happy with us. If something isn’t right, please tell us so we can put it right.

During your stay

If there’s a problem with the property while you’re staying, contact us straight away using the details in your booking confirmation. Our team is on hand 24/7 and it’s usually quickest to fix things there and then.

Making a complaint

Email cloudrealestateltd@gmail.com with your name, the property and dates (or your property address if you are an owner), what went wrong and what you would like us to do.

• We will acknowledge your complaint within 3 working days.
• We will look into it and send you a full written response within 15 working days. If we need longer, we will tell you why and when to expect it.
• If you are not happy with our response, reply and ask for it to be reviewed by a director, who will reply within a further 15 working days with our final response.

If you are still not satisfied

For our property management services, we are a member of The Property Redress Scheme (membership number ). If you are unhappy with our final response, or eight weeks have passed since you first complained, you can refer your complaint to them free of charge.[/c9t_legal_if]

For complaints about how we handle your personal information, you can also contact the Information Commissioner’s Office at ico.org.uk.