It is important that you always report your dissatisfaction on-site. You should take the following steps. Report your complaint to the local staff member. If this does not solve your problem sufficiently, please contact our office. We will mediate for you with our partner. If your complaint cannot be resolved to your satisfaction, please ask for a complaint form on-site and have it signed by the local staff member. You should then submit your complaint to us no later than 2 months after returning home. We will handle the complaint and will get back to you within 1 month at the latest. Tip:most suppliers will not deal with your complaint post travel if you have not reported the shortcomings on the campsite. You have to go through the right steps. You can submit a complaint in our help center, your e-mail will be handled by our customer care team as soon as possible. We will get back to within one month at the latest. ( Please be aware that in most cases we have to contact our suppliers for feedback, this is why we ask for your patience). We can not accept complaints over the phone, if you do wish to speak to one of employees regarding an urgent matter, you can of course contact us during our office hours.