Visitor services / Your booking
Complaints & Dispute Resolution
How to tell us when something goes wrong, what to expect from us, and the options available if we can't resolve it together.
Last updated: 2 October 2026
How to raise a complaint
We’re sorry if something hasn’t gone to plan. The fastest way to resolve an issue is to contact us with your booking reference and a description of the problem:
- Email admin@betheguests.com
- Or use the Help Centre
What happens next
- We acknowledge complaints within 2 working days.
- We aim to provide a full response within 15 working days. If we need longer for a complex case, we’ll tell you why and give a revised date (no later than 35 working days).
- We’ll keep you updated and let you know the outcome and any next steps.
Cancellations & refunds
For booking changes, cancellations and refunds, please first review our Cancellation & Refund Policy, which sets out your rights and the applicable timeframes.
Independent dispute resolution
If we cannot resolve your complaint, you can check the European Commission’s consumer dispute-resolution directory for a body that may be able to help. Eligibility depends on your location and the dispute. The former EU Online Dispute Resolution platform closed in July 2025.
Your statutory rights
Using this process does not affect your statutory consumer rights. Depending on where you live, you may also be able to refer unresolved disputes to a relevant consumer ombudsman or alternative dispute-resolution body.