Any Problems?

At the time of the assessment, all premises met with the standard required for the Visit Wales quality grade indicated. Visit Wales cannot be held responsible for any deficiencies in standards and quality of service which manifest themselves after the assessment has taken place. We nevertheless care about your stay in Wales, so if you are dissatisfied with the accommodation in any way please contact the owner or manager of the business at the time of your stay so that matters can be put right.

Unfortunately, Visit Wales is only able to consider an investigation of a complaint about accommodation if you have previously raised the matter with the proprietor or manager. If you have already taken this action but do not feel satisfied with the outcome, please send details of your complaint to the Quality Assurance Department (quality@tourism.wales.gov.uk) within 14 days of your visit, where possible including the name of the person to whom you referred your complaint in the first instance.

Visit Wales is not in a position to be able to provide compensation where customers have been unable to resolve any such disputes. If you refer your complaint to Visit Wales for investigation, we retain the right to use the complaint as we consider appropriate, which may include passing a copy to the proprietor concerned.

Cancellation & Insurance

When you confirm a holiday booking please bear in mind that you are entering a legally binding contract which may entitle the proprietor to compensation if you fail to take up the accommodation or depart earlier than planned. It's always wise to arrange holiday insurance to cover you for cancellation and other unforeseen eventualities. If you have to alter your travel plans, please advise the holiday operator or proprietor immediately.