How can I sumbit a complaint?

Before your holiday

If your complaint relates to Eliza was here or to the establishment of the booking, you can submit it to us by sending an email to [email protected]

After receiving the complaint, we will send a confirmation with a processing period of 1 day. Depending on the type of complaint we may need more time to provide an appropriate response. You will always receive a response from us within 2 weeks after submitting your complaint. Of course we take your departure date into account.

During or after your holiday

If you have a complaint concerning your holiday with Eliza you must share your complaint immediately with us. If you are not satisfied with your accommodation in any regards, please also report this immediately to the reception of your accommodation. 

If your complaint was not handled to your satisfaction, it is necessary to inform us. You can submit a complaint in writing or by email no later than 2 months after the end of the trip, accompanied by a motivation. Simply sending a complaint without further explanation is not sufficient to be able to deal with it. After we received your complaint we will send you a confirmation. We will provide a substantive response to your comments within 3 weeks. You can address correspondence to:

Eliza was here

Part of Sunweb Group UK Ltd

83 Victoria Street

London

SW1H 0HW

United Kingdom

Email: [email protected]

Please note that complaints at the destination which have not been reported will not be handled by our Customer Support Department.

In case of disputes of a cross-border nature, you can also appeal to the Online Dispute Resolution platform of the European Union via this link: http://ec.europa.eu/odr.

We are a Member of ABTA, membership number Y3497. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. If we cannot resolve your complaint, please visit www.abta.com to access ABTA’s simple procedure.