Something didn't go as expected?
Tell us what happened — every complaint is read by a person, and reviewed against our policies before any reply is sent.
What happens next
1. Received — Your complaint is logged immediately and you get a reference number.
2. Reviewed — A team member reviews it personally — referencing our Terms & Conditions and Guarantees where relevant.
3. Response — You receive a written reply, generally within 48 hours (faster for urgent cases).
4. Resolution — If a remedy is due (refund, correction, apology), we confirm it in writing before closing the case.
For anything requiring immediate attention — a safety concern, an emergency — please contact us directly on WhatsApp rather than waiting for a written reply.
Contact us on WhatsApp nowYour rights
This process does not replace your legal rights as a consumer under Cameroonian law. If a complaint isn't resolved to your satisfaction through this process, you remain free to pursue the matter through the competent consumer protection authorities or the courts of Douala, as set out in our Terms & Conditions.
Frequently asked questions
We aim to acknowledge every complaint immediately and provide a substantive response within 48 hours — urgent matters (safety, ongoing issues during a stay) are prioritized and handled the same day where possible.
If a remedy is warranted, our team will propose one in writing after reviewing the situation — we don't promise specific outcomes before that review, so that every case is treated fairly and consistently.
Yes. An internal tool helps our team categorize and prioritize incoming complaints quickly, but every response is reviewed and sent by a staff member — never sent automatically.