We would rather hear about a problem than not. This page explains how to raise a complaint with Hostory and what you can expect from us in return.
1. How to raise a complaint
Write to office@hostory.online with the subject line "Complaint". Please include the property or booking concerned, the dates involved, a description of what went wrong, and what outcome you are looking for.
2. Acknowledgement
We acknowledge every complaint in writing, normally within one business day and no later than five business days after receipt.
3. Investigation
We review the relevant correspondence, operational records and, where appropriate, the accounts of the local partners involved. We may contact you for further detail.
4. Response
We aim to provide a substantive written response within 14 calendar days. Where a matter is complex and needs longer, we will tell you why and give you a revised date.
5. Escalation
If you are not satisfied with our response, you may ask for the matter to be reviewed by the founder and managing director, Marcin Janicki, by replying to our response and requesting escalation.
6. External routes
Nothing in this procedure limits your statutory rights. Consumers resident in the EU may also use the European Commission's Online Dispute Resolution platform, or contact the consumer protection authority in their country of residence. Where a stay was booked through a third-party platform, that platform's own resolution process may also apply.
7. Records
Complaints and their outcomes are recorded and reviewed so that recurring issues can be addressed with the relevant local partner. Personal data in complaint records is handled in line with our Privacy Policy.