Complaints
Last updated 22 October 2026.
Tell us. A person at Notturno reads every complaint, and the earlier we hear, the more we can put right.
During a trip
Tell us at once, by writing to contact@notturno.studio with “Urgent” in the subject, or at the contact on your confirmation, so we can fix it while you are there. Tell the house concerned too, if you can. Package travel law asks you to report a problem without undue delay; a problem we hear about only afterwards is harder to put right, and it can reduce what we owe you.
If it is urgent
If you are in danger, call the local emergency services first.
How to complain
Write to contact@notturno.studio with “Complaint” in the subject. Include your name, the trip (its destination and dates), what happened, and what you would like us to do. Photographs, receipts and screenshots help.
What happens next
- We acknowledge your complaint within two working days.
- We look into it with the houses involved, and reply in full within 28 days.
- If we need longer, we tell you why, and when to expect our answer.
- Our reply sets out what we found, what we will do, and any refund or compensation.
If we cannot settle it
You can also take the matter to the courts of England and Wales, or of Scotland or Northern Ireland if you live there. If you paid by card, your card provider may also be able to help.
Other complaints
About your data. Write to the same address. We acknowledge a data protection complaint within 30 days. You can also complain to the ICO, the UK regulator for data protection, at ico.org.uk/make-a-complaint (opens in a new tab).
About accessibility. Write to the same address. You can also contact the Equality Advisory and Support Service at equalityadvisoryservice.com (opens in a new tab).
About Ocean. Tell us what she said and when. On the website we can look at the conversation, if you ask us to; in the apps, a screenshot helps.