For guests staying at the Orlando Property

This complaints procedure explains how you can raise concerns about your booking or stay. The aim is to resolve issues quickly, fairly, and professionally.

Note: This property is privately owned and located outside the UK. As such, it does not fall under the jurisdiction of The Property Ombudsman (TPO). All complaints are handled directly by the Owner using the procedure outlined below.

1. Step One – Raise the Issue Informally

If you experience a problem during your stay, please contact:
  Michael Collinson
  📞 +44 (0)7949 101467
  📧 mpc131175@gmail.com

Most issues can be resolved immediately when reported.

2. Step Two – Submit a Formal Complaint (If Needed)

f the issue is not resolved informally, you may submit a formal written complaint. Please include:

• Your full name

• Booking reference

• Dates of stay

• Details of the issue

• Any supporting information (photos, correspondence, etc.)

• What you would like as a resolution (e.g., refund, replacement, explanation)

Send all complaints to:
  📧 mpc131175@gmail.com
  📞 +44 (0)7949 101467
  🏠 Correspondence address available upon request

All formal complaints are acknowledged within 3 working days.

3. Investigation & Response

Your complaint will be fully investigated by Michael Collinson.
You will receive a written response within 15 working days outlining:

• Findings

• Proposed action or solution

• Expected timeframes

If the investigation is complex and more time is needed, you will be informed.

4. Final Response

If you remain dissatisfied after the final written response, the matter will be considered closed from the Owner’s end.

5. Conduct During the Process

We are committed to treating all Guests with respect and courtesy.
We ask that all Guests communicate respectfully and provide accurate information so that issues can be resolved efficiently.