Something went wrong? Know where you stand before you complain.
We review what happened, what was promised, and research who you should complain to - helping you build the strongest possible case.
Hotels | Restaurants | Weddings | Events | Attractions | Leisure
The right complaint. To the right business. At the right time.
We research who is responsible, who to contact and the best escalation route - so you are not wasting time complaining to the wrong organisation.
Built By Hospitality Professionals
We understand how hospitality businesses assess complaints, what evidence matters and how complaints are escalated.
What We Do
We independently assess the gap between the service promised and the service delivered.
We Assess The Hospitality Gap
We compare what was promised, what was delivered, what was paid for and how the issue was handled.
We Provide A Bespoke Score
Every paid case receives a private Bespoke Hospitality Gap Score™ based on the information provided.
We Explain The Expected Outcome
We guide guests on what a fair and reasonable outcome should look like.
We Help Deliver The Complaint
Depending on the package selected, we write the complaint, research escalation routes and support follow-up responses.
How It Works
Submit Your Case
Tell us what happened and upload any evidence.
We Review Your Situation
We analyse the booking terms and the service experience.
We Structure Your Complaint
You receive clear, professional complaint wording tailored to your case.
You Send It With Confidence
You send the complaint to the right department with the best chance of success.
Simple, Transparent Pricing
Quick Case Check
Have your hospitality complaint independently reviewed by an experienced hospitality professional. We will assess what happened, explain where you stand, identify where the hospitality provider may have fallen short, advise what outcome could reasonably be expected, and prepare professional complaint wording for you to send.
- Review of guest information
- Private Bespoke Hospitality Gap Score™
- Assessment of where the business may have fallen short
- Explanation of where the guest stands
- Guidance on what outcome should reasonably be expected
- Complaint written for the guest to send
- Suggested wording explaining the Hospitality Gap to the business
£29.99
Complaint Support & Structuring
Includes everything in Package 1, plus:
- Deeper review of circumstances
- Review of relevant business policies where available
- Review of published standards or public information where available
- Research into the business's complaint process
- Research into who complaints should be sent to
- Research into escalation routes
- Research into similar complaint patterns where available
- Stronger complaint wording using evidence and research
- Clear next-step guidance
- Guidance on escalation if required
£79.99
Full Complaint Draft
Includes everything in Package 2, plus:
- Review of business responses
- Follow-up response writing
- Ongoing complaint guidance
- Escalation support
- Final outcome review
- Updated private Bespoke Hospitality Gap Score™ if required
- Updated private Hospitality Gap assessment
Why Use Us Instead of Doing It Yourself?
Most complaints fail because they are emotional, unclear or missing key details.
We help you present your case the way hospitality businesses actually assess complaints.
“I had a bad experience and I’m very unhappy. I want a refund.”
- Emotional
- No evidence or detail
- Harder for the business to act on
“The booked room included air conditioning and a quiet environment. During my stay the air conditioning was not working and noise from the corridor continued late at night...”
- Factual and clear
- References booking terms
- Easy for the business to investigate and respond
What We Need From You
- Booking reference or confirmation
- What was promised
- What actually happened during your visit or stay
- Who you spoke to and when
- Any supporting evidence
Do I Have a Valid Complaint?
Answer 3 quick questions to find out.
Still Unsure?
Start with a Quick Case Check and get clear guidance within 24 hours.