Complaints Policy

Last updated: September 2025

Our Approach to Complaints

We understand that even in luxury travel, things sometimes go wrong. When they do, we want to hear about it. Complaints help us improve our services, strengthen our relationships with property owners, and prevent similar issues from affecting future guests. We take every complaint seriously, regardless of its nature or magnitude, because your experience matters to us and your feedback makes us better.

How to Submit a Complaint

The fastest way to resolve issues during your stay is to contact us immediately when problems arise. Call +1 (800) 929-7193 any time, day or night, and our concierge team will work to fix things in real-time. Many issues that seem insurmountable at midnight have straightforward solutions when addressed promptly.

For non-urgent matters or issues discovered after your stay, email info@ncgexperience.com with "Complaint" in the subject line. Include your booking reference, property name, dates of stay, and a clear description of the issue. The more specific information you provide, the more effectively we can investigate and respond.

Written complaints can also be sent to NCG CONSULTING LTD, 126 East Ferry Road, C, London, England, E14 9FP. While email typically yields faster responses, we handle written complaints with equal seriousness and follow the same investigation procedures.

Types of Complaints We Handle

We accept complaints about any aspect of our service, including website functionality, booking processes, concierge services, and communication quality. If you're dissatisfied with how we've handled your inquiry, the information we've provided, or the service you've received from our team, we want to know about it.

Complaints about properties themselves require careful handling since we don't own the villas we list. While the contractual relationship exists between you and the property owner, we'll investigate property-related complaints and work to mediate solutions. Significant discrepancies between our listings and actual conditions particularly concern us, as they affect our credibility and your trust.

Service provider complaints, whether about private chefs, transportation companies, or activity operators we've recommended, also fall within our scope. While we don't directly control these services, we maintain relationships with providers and can often influence outcomes. Your experiences with our recommended services reflect on us, and we take that responsibility seriously.

Initial Response Timeline

We acknowledge all complaints within 48 hours of receipt, even if full investigation requires more time. This acknowledgment confirms we've received your complaint, understood the basic issue, and begun our investigation process. We'll also provide an estimated timeline for our full response based on the complaint's complexity.

During peak travel seasons or for complex multi-party complaints, investigation may take longer than usual. We'll keep you informed of progress and explain any delays. If immediate action can address part of your complaint while investigation continues on other aspects, we'll implement those quick fixes rather than waiting for complete resolution.

Investigation Process

Every complaint triggers a systematic investigation designed to understand what happened and why. We gather information from all relevant parties, including our internal records, property owners, service providers, and any other guests or staff involved. We review documentation such as booking confirmations, communication histories, photographs, and any contracts or agreements.

We approach investigations with open minds, recognizing that perspectives can differ and misunderstandings occur. We don't assume anyone is right or wrong until we've gathered and evaluated all available information. When complaints involve subjective matters like cleanliness standards or comfort levels, we consider industry norms and reasonable expectations for luxury properties.

For serious complaints involving safety issues, legal violations, or potential fraud, we escalate investigation immediately and may involve appropriate authorities. Guest safety and legal compliance override all other considerations, and we'll take protective action even before investigation completes if necessary.

Resolution Procedures

Once investigation completes, we provide a detailed response explaining our findings and proposed resolution. If we've identified failures in our service or our partners' services, we acknowledge them clearly without evasion or excuse. We believe honest acknowledgment of problems is the first step toward meaningful resolution.

Resolutions vary depending on the issue and circumstances. They might include apologies, explanations, service improvements, mediation between parties, or in appropriate cases, compensation. We cannot force property owners or service providers to act, but we use our influence and relationships to seek fair outcomes. Sometimes the best resolution we can offer is ensuring similar problems don't affect future guests.

When we cannot provide the resolution you're seeking, we explain why clearly and honestly. We don't make promises we can't keep or offer false hope about outcomes beyond our control. If you have recourse through other channels such as credit card chargebacks, travel insurance, or legal action, we'll provide necessary documentation to support your claims.

Mediation and Escalation

For complaints involving disputes between guests and property owners, we offer mediation services to help reach mutually acceptable solutions. Our experience with similar situations and relationships with both parties often enables compromises that direct negotiation wouldn't achieve. We approach mediation neutrally, seeking fair outcomes rather than taking sides.

If you're unsatisfied with our initial response to your complaint, you can request escalation to senior management. Escalated complaints receive review from our directors, who may identify solutions or perspectives the initial investigation missed. To escalate, simply reply to our response indicating you'd like senior review and explaining why you find the initial resolution insufficient.

Continuous Improvement

We analyze complaint patterns to identify systemic issues requiring broader solutions. If multiple guests complain about the same property or service provider, we investigate beyond individual incidents. Persistent problems lead to removal of properties from our listings or termination of service provider relationships.

Complaints also drive improvements to our own operations. If guests consistently struggle with particular aspects of our website or booking process, we prioritize fixes. If our concierge service falls short in specific areas, we implement additional training or resources. Your complaints literally shape how we evolve our business.

Documentation and Record Keeping

We maintain records of all complaints and their resolutions for at least two years. This helps us track patterns, ensure consistent handling, and reference previous issues if similar situations arise. If you contact us about a recurring problem, we can access your complaint history to understand context and avoid repeated frustrations.

Documentation also protects all parties if disputes escalate beyond our resolution capabilities. We can provide records of complaints, investigations, and attempted resolutions to support insurance claims, legal proceedings, or regulatory inquiries. While we hope such escalation never becomes necessary, proper documentation ensures facts remain clear.

What We Cannot Do

While we work diligently to resolve complaints, certain limitations exist in our role as intermediaries. We cannot refund money we never received, as payments go directly to property owners. We cannot force property owners to provide refunds or compensation beyond their contractual obligations. We cannot reverse credit card charges on behalf of property owners or override their cancellation policies.

We also cannot investigate or resolve disputes about events we weren't involved in arranging. If you book services directly without our assistance, we lack the relationships and information needed to help resolve problems. While we might offer advice or suggestions, we cannot formally handle complaints about services booked outside our concierge network.

Legal and Regulatory Complaints

If your complaint involves potential legal violations or regulatory breaches, we take additional steps beyond our standard procedures. We report suspected fraud to appropriate authorities and cooperate with any resulting investigations. We notify relevant regulatory bodies about violations of tourism, consumer protection, or safety regulations.

For complaints with legal implications, we may need to limit our communication to avoid prejudicing potential proceedings. We'll explain these limitations clearly and provide appropriate documentation while encouraging you to seek legal advice if needed. Our goal remains resolution, but not at the expense of legal compliance or proper process.

Feedback and Prevention

After resolving complaints, we often ask for feedback about our handling of the situation. Did we respond quickly enough? Was our communication clear? Did the resolution meet reasonable expectations? This feedback helps us improve our complaint handling process itself, not just the issues that triggered complaints.

We share relevant complaint outcomes with our entire team to prevent similar issues. Without violating anyone's privacy, we use real situations as training examples to help our staff recognize and prevent problems before they become complaints. Your difficult experience becomes a learning opportunity that benefits future guests.

Contact Information

To submit a complaint or check on existing complaint status:

Email: info@ncgexperience.com (include "Complaint" in subject line)
Phone: +1 (800) 929-7193 (24/7 for urgent issues)
Mail: NCG CONSULTING LTD, 126 East Ferry Road, C, London, England, E14 9FP

We genuinely value your feedback, even when it's critical. Complaints provide opportunities to demonstrate our commitment to service excellence and to make things right when they've gone wrong. While we can't guarantee perfect experiences, we can guarantee that your concerns will be heard, investigated, and addressed to the best of our ability.