SECTION 1 Booking Conditions which apply to all bookings made through somewhere2stay - complaints procedure
If you have a complaint concerning your accommodation, you must inform the accommodation provider immediately in order to give them the chance to resolve the problem. You must do so whether your contract is directly with the accommodation provider or with Monarch Holidays. If you have a complaint concerning any transfers (booked through Monarch Hotels), you must inform the transfer provider immediately. You should endeavour to resolve the problem and reach an agreement with the accommodation or transfer provider before you return home. If your contract is with the accommodation provider, you will certainly find it more difficult to negotiate an amicable solution of any complaint once you have returned home.
If you have a complaint which is not resolved to your satisfaction prior to the end of your stay at the accommodation and your contract is with Monarch Holidays, please see Section 3 below for details of the Monarch Holidays complaints procedure. Please refer to the transfer provider's terms and conditions in relation to any complaint concerning any transfers.
If you have a complaint which is not resolved to your satisfaction prior to the end of your stay at the accommodation and your contract is with the accommodation provider, you must pursue this directly with the accommodation provider. In our absolute discretion, we may assist you in resolving the dispute (although we will only do so in an intermediary role and in our capacity as booking agent) but you must write to us with full details (see address below) within 35 days of the end of your stay in the accommodation giving your booking reference number and day time and evening telephone numbers.
You and the accommodation provider both agree that any dispute, claim or other matter of any description (and whether or not involving personal injury) which arises between you and the accommodation provider (whether you have a direct contract with the accommodation provider or a contract with Monarch Holidays) will be dealt with by the Courts of England and Wales only (unless you are a resident of Scotland or Northern Ireland in which case proceedings may be brought in the Courts of your own country). You and the accommodation provider both also agree that English law will apply to any such dispute, claim or other matter (unless proceedings are brought in Scotland or Northern Ireland , in which case Scottish or Northern Irish Law, as applicable, will apply.) You must pursue any complaint concerning transfers directly with the transfer provider in accordance with the transfer provider's terms and conditions. We cannot assist in resolving any complaint or dispute concerning transfers unless the transfers were booked through Monarch Hotels and the complaint relates to the way in which the booking was made or administered in which case you must write to us with full details (see address below) within 35 days of the date on which the transfers took place or were due to take place giving your booking reference number and day time and evening telephone numbers.