Complaints policy

At Caribiq s.r.o., company registration number: 24407291, with its registered office at Roháčova 145/14, Žižkov, 130 00 Praha, registered with the Municipal Court in Prague, Section C, File 440683, we aim to ensure your complete satisfaction. However, if the services do not meet the agreed standard, you have the right to make a complaint.

1. Making a complaint

1.1. Please raise your complaint without undue delay, ideally directly with the accommodation provider on site, so that the issue can be resolved immediately.

1.2. If the issue cannot be resolved on site, submit your complaint in writing by email to [email protected] no later than 30 days after the end of your stay.

2. Information to include in your complaint

To help us handle your complaint promptly, please provide:

• Booking number
• A description of the issue (how the services failed to meet the contract)
• Photographic evidence (where possible)
• Your preferred resolution (e.g. a price reduction)

3. Handling your complaint

3.1. We will acknowledge receipt of your complaint within 3 working days.

3.2. Your complaint will be resolved without undue delay, and no later than 30 days after it is submitted, unless we agree on a longer period.

4. Out-of-court dispute resolution

If no agreement is reached, you have the right as a consumer to seek out-of-court resolution of a consumer dispute. The competent body for out-of-court dispute resolution is the Czech Trade Inspection Authority (www.coi.cz).

5. Final provisions

This complaints policy takes effect on 23 June 2026.