Complaints

If something isn't right, we want to know and put it right quickly.

How to complain

Email hello@hermitage-property.com with "Complaint" in the subject, saying what happened, when, and what you would like us to do.

We acknowledge your complaint within 2 working days.
We investigate and give you a full written response within 10 working days. If it will take longer, we tell you why and when to expect it.
If you're not happy with our response, a director will review it and reply within a further 10 working days.

Guests with a complaint about a stay can also contact us through the booking platform they used.