Complaints Procedure

At Leisure Resorts, we strive to provide the highest level of customer service and satisfaction; however, we understand things do sometimes go wrong. In the unlikely event you need to complain, here’s what to do:

Contact the park team immediately

If you have a complaint during your stay, please do not hesitate to contact our dedicated on-park team.  You can visit the main office to speak directly with them, or they can be contacted by phone, email and via the app.

Your complaint will be acknowledged, and you will receive further correspondence within 24 hours of receipt.  All our complaints are assigned to one of our dedicated Customer Care Team, who will look after you throughout your complaints process.

Claims will be reduced or rejected if we have not been given the opportunity to put matters right or investigate your concerns during your stay.

Escalation

If your holiday is over and you feel that your complaint has not been adequately resolved, or you are not satisfied with the outcome, you can contact our central team within 14 days of your departure date.

The team can be contacted via e-mail complaints@leisureresorts.co.uk, please include your reference number, park visited and any relevant documents or evidence of the issue(s) you experienced.

Your complaint will be reviewed by a senior member of our management team.  They will conduct a comprehensive review of the matter and provide you with a final response and resolution, should it be required, within 21 days.

Alternatively, guests who have booked through our booking partner Hoseasons, have the option to escalate a complaint to them directly via email to customercare@hoseasons.co.uk within 28 days of returning from your stay.

Conclusion

We value your feedback and see it as an opportunity to improve our services.  We encourage you to provide us with any suggestions or recommendations on how we can enhance our processes and prevent similar issues from arising in the future.

Your feedback is invaluable in our continuous efforts to deliver exceptional experiences to our guests and owners.

Thank you for choosing Leisure Resorts. We appreciate your feedback and the opportunity to improve our services.