Decoding Complaints: Understanding the Process and Resolution



The Insider @ Houst
Last updated on
February 28, 2023

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Decoding Complaints: Understanding the Process and Resolution

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About Houst

Houst is a leading property management company specialising in short-term and medium-term bookings in eight countries. With over 7 years of experience and managing over 300,000 bookings, we help homeowners make the most of their properties.

Learn More is one of the largest online booking websites, with millions of hotel and home rentals available.

The company aims to provide its users with a convenient way to book their next trip, from flights and trains to hotels and tours.

However, things can go wrong during your stay or vacation—right after you’ve booked it! This can be frustrating when you didn’t expect these issues for such a large provider in the travel industry.

On this page we will show you how to report problems with reservations so that they are resolved quickly for future travelers.

Whether you were dissatisfied with your stay or simply wish to provide feedback to to assist them improve their service, you must know what to do. Here's how you can go about it.

Table of Contents

How can I send feedback or complaints to is one of the most popular online reservation websites for flights, hotels, and auto rentals. The website began in the Netherlands, but it has since evolved to become one of the most trusted travel websites in the world. now operates in over 40 languages and serves over 200 destinations. In addition, the site is supported by at least 184 offices in over 70 countries. customers may effortlessly book their travel reservations via their Android phones, iPads, and iPhones. You can book hotels, hostels, flats, villas, and bed and breakfasts.

The social experience of the site may be found on Twitter, Facebook, and LinkedIn. Have you used and wish to thank them for their hard work or report a problem that the developers should look into?

That's where client feedback comes in, and it's always an important part of guaranteeing customer pleasure. So, how can you provide feedback or make a complaint to Continue reading to discover out.

How can I file or make a complaint?

If you are a client and want to file a complaint with or provide real criticism regarding their service performance, please follow the steps below:

1. First, log in to your account and navigate to your inbox.

2. Once there, click "Compose new message" and be sure to select the appropriate subject from the drop-down box, or proceed to "Property Info" for help with general enquiries.

3. After you've finished writing the message and double-checked that everything is correct, click or press the "Submit message" button to submit your feedback or complaint. Your message has been received by, and someone will respond as soon as possible. customer reviews

You can write a review of the site based on your experience, in addition to providing feedback and complaints to Guest reviews are treated as subjective opinions expressed by guests who have stayed at a property booked through

When you attempt to submit a guest review, keep in mind that only guests who have booked through the site can do so.

What is the process of guest reviews?

Guest reviews are the best way for the site to obtain vital input and improve the guests' experience. This comment will often highlight a property's best attributes and influence future potential guests to book it. typically delivers review invites to guests within 48 hours after check-out, and you have up to three months to complete the evaluation and provide feedback. If you do not receive a review invitation within 48 hours of checking out, please contact customer support.

Your review must be honest and solely based on your experience after staying in a specific facility. Before posting your review on, someone will check for inappropriate language and confirm your identity. prohibits the use of harsh language in reviews.

If your review is deemed offensive or irrelevant, will delete it from their site. allows you to leave an anonymous review in order to protect your privacy.

If you opt to submit an anonymous review, the site is responsible for protecting your privacy and will not share your information with anybody. You can also leave a review using either your real name or a nickname. If you made the reservation on someone else's behalf, that individual will get a guest evaluation form on your behalf.

How can I report a technical issue?

If you encounter a technical issue with our platform, please report it using the extranet or the Pulse app, and a member of our staff will contact you as soon as possible. Keep these steps in mind for self-managed partners.

To report a technical issue via the extranet, follow these steps:

  1. Enter the extranet.
  2. Click Inbox, then Messages
  3. Click See your contact choices.
  4. Choose a topic, then click View contact options.
  5. Choose the topic Account as well as the subtopic Other
  6. Please click on See all available contact methods
  7. Choose Message.
  8. Create your message and then click Send Message.

To report a technical issue using the Pulse app, follow these steps:

  1. Launch the Pulse app on your smartphone.
  2. Scroll down and tap Help after tapping More.
  3. Choose the envelope icon. Choose the right topic from the drop-down menu.
  4. Explain your issue as thoroughly as possible, then click Send.

Top 3 ways to address complain with

Here are 3 ways to file a complaint with

1. Via Phone

When booking a hotel on the Internet, users should carefully read the hotel policy. Some hotels do not have a policy of refunding your money if you cancel your reservation. Some, on the other hand, allow travelers to cancel and receive a partial or full refund. 

If you choose a hotel in the latter category and cancelled your reservation, you will have to wait a few days for the reimbursement to appear in your bank account. If the refund process is taking too long, you can just call at 000 800 001 6075. International clients can contact customer service at 1-917-421-7237.

2. Send them an email

Writing to customer support is one of the most reliable methods of contacting them. To do so, sign in to your account and navigate to the assistance centre. The assistance centre is accessible by a direct link at the bottom of the main page. 

When you arrive at the assistance centre, select the "ask a question" option. On the following page, you will be able to choose a category. Choose one and explain the problem in the text box before clicking the "next" button. Please keep in mind that this message will be forwarded to your email address.

3. Live help

This is the quickest way to contact someone at You only need to go to and login in to your account. Following that, you must navigate to the website's customer service section. 

A few options will appear on your screen, the first of which being Live chat. After selecting this option, you will be able to talk with a customer support representative. You can explain the problem with your refund and cancellation, and the support team will assist you with a timely resolution.

How to report a problem with a reservation?

If you are having a problem with a reservation, it's important to report your complaint as soon as possible. You can contact by email, phone or online chat. 

You should include your reservation number and the details of your complaint in your correspondence with them. You should also include any other information that you think is relevant (such as the name of an employee who helped with the booking).

If sending an email doesn't resolve things to your satisfaction, consider sending a letter instead--it may give them more time to investigate what happened and come up with solutions for you!

Conclusion is a popular online travel agency owned by the same company as Expedia. The company has over 1,500 employees worldwide and offers customer service in 12 different languages. has been recognized for its good reputation for customer service, which makes it a popular choice for travelers looking to book their next vacation or business trip online.

The Insider @ Houst

The Insider @ Houst

The Insider team provides up-to-date and relevant information on short-term rentals to help navigate the world of short lets. If you're interested in publishing your content, please get in touch with us at

The Insider @ Houst

The Insider @ Houst

The Insider team provides up-to-date and relevant information on short-term rentals to help navigate the world of short lets. If you're interested in publishing your content, please get in touch with us at