1. About our service

The Hospitality Gap provides structured complaint support for customers of hospitality venues including hotels, restaurants, and serviced accommodation providers.

Our services include reviewing complaint information, considering booking terms and service expectations, structuring complaints, and advising on reasonable next steps.

We do not provide legal advice.

Customers remain responsible for submitting their complaints unless agreed otherwise in writing.

2. Independent service

The Hospitality Gap provides independent complaint support and is not affiliated with any hotel group, restaurant operator, booking platform, or hospitality provider.

3. No guarantee of outcome

We do not guarantee compensation, refunds, or any specific result.

Complaint outcomes depend on venue policies, booking terms, available evidence, and the provider’s response.

4. Accuracy of information

Customers must provide accurate and complete information.

If information is false, misleading, or incomplete, we may stop supporting the case.

Where support is stopped, we will explain the reason.

5. Responsibility for complaint submission

Customers remain responsible for submitting complaints and communicating with venues unless agreed otherwise in writing.

Customers remain responsible for the content of complaints they submit.

6. Service scope

Services may include:

• case review
• evidence guidance
• complaint structuring
• complaint drafting support
• escalation guidance

Services do not include:

• legal representation
• contacting venues directly
• refund recovery services
• chargeback handling

7. Fees and payment

Fees are charged for time and expertise.

Payment is required before service begins.

Fees are not dependent on complaint outcomes.

Fees are non-refundable once review work has begun except where we cannot provide the agreed service.

8. When we may decline a case

We may decline support if:

• evidence is insufficient
• information is misleading
• legal action has already started
• the issue falls outside hospitality responsibility
• the case involves abusive behaviour

9. Evidence responsibility

We rely on information provided by customers and are not responsible for independently verifying its accuracy.

10. Complaint Handling Review section (important)

The Hospitality Gap may publish structured complaint-handling reviews submitted by customers.

These reviews:

• reflect customer experience of complaint handling processes
• do not represent findings of fact
• are moderated for fairness and relevance
• must not contain abusive or defamatory language

We reserve the right to edit, refuse, or remove reviews where appropriate.

11. Acceptable use

Customers must not:

• submit false complaints
• submit abusive material
• misrepresent events
• use this service to pressure hospitality providers unfairly

12. Privacy

Personal data is processed only for complaint support purposes in accordance with our Privacy Policy.

13. Limitation of liability

The Hospitality Gap is not responsible for decisions made by hospitality providers.

Liability is limited to the service fee paid.

14. Governing law

These Terms are governed by the laws of England and Wales.