Complaints Procedure
Version 1.0 · Forms part of the Evendo Terms of Booking (clause A14.1)
How we handle complaints
We want to hear when something has gone wrong. This page explains what to do, what we need from you, what we will do, and how long it will take.
Evendo is a booking platform. The hotels, tours and activities you book are provided by independent businesses. That affects how a complaint is resolved — but it does not mean we hand you back to the supplier and walk away. We will take your complaint up with the supplier on your behalf, and we will tell you the outcome.
Our opening hours
Our Customer Support team is available 09:00–18:00 UK time, Monday to Friday. Outside those hours we check messages periodically but do not run a continuous service.
You can contact us in writing at any time, and it counts. Where these Terms ask you to tell us about something while it is happening — a problem during your stay, a hotel refusing check-in, a technical fault stopping you cancelling — a written message sent at the time satisfies that requirement, whether or not we are open when you send it (clause A14A.3). Written messages are automatically date and time stamped.
You do not need to reach a person for your message to count. If we could not respond in time to help, that will not be held against you (clause A14A.5).
Stage 1 — While you are still there
This is the most important stage, and the one that most affects the outcome.
Almost everything that goes wrong with a hotel stay or an experience can be fixed at the time — a room moved, a room cleaned, a fault repaired, an alternative provided. Once you have checked out or the tour has finished, the same problem usually cannot be fixed, and often cannot even be verified.
So, while you are still there:
· Tell the supplier. Speak to reception, the duty manager, or your guide.
· Ask them to put it right. Ask to be moved, or for the problem to be fixed.
· Get it in writing if you can. Email, the hotel's app, or ask for a note and a reference number.
· Write down the name of the person you spoke to, and the date and time.
· Take photographs or video, with the date visible where possible.
· If they do not sort it out, tell us while you are still there — call during our opening hours, or message us in writing at any time.
If you accept a reasonable solution offered by the supplier — a different room, a clean, a repair, a substitute of equivalent standard — that will usually be the end of the matter.
What if you don't do this? You can still complain. But we will be assessing it without the evidence that would have existed, the supplier will usually be unable to verify it, and nobody had the chance to put it right. That will reduce what we can offer you, and in some cases it will mean we cannot offer anything (clauses A13 and C15).
If you couldn't report it at the time — because the supplier refused to take a complaint, because you were unwell, because there was nobody to speak to, or for any other genuine reason — tell us that, and explain what happened. We will take it into account.
If a hotel refuses to let you check in
This is dealt with separately, at clause C9, because it needs a fast response.
· Tell us straight away, and before you book anything yourself. Call us during opening hours; message us in writing at any other time.
· If you cannot reach us and need somewhere to stay, book comparable accommodation — same sort of standard, same area, same dates and occupancy. Not an upgrade.
· Keep every receipt and booking confirmation.
We will refund what you paid us for any night not provided, and reimburse the reasonable extra cost of comparable accommodation and the transfer to it, subject to clauses C9.4 to C9.6.
Telling us at the time matters here more than anywhere else — it is what allows us to source an alternative and control the cost, and clause C9.6(b) limits what we reimburse where we were not told.
Stage 2 — Making a complaint to us
Email: support@evendo.com
Post: Customer Resolutions, Evendo Europe Ltd, 1 Canada Square, 37th Floor, London E14 5AA, United Kingdom
When: as soon as you can, and ideally within 28 days of the end of your stay or experience (clause A13.6). Later complaints will still be considered, but suppliers keep records — housekeeping logs, duty manager reports, maintenance records, CCTV — for a short time only, and after that we may simply be unable to investigate.
What to include
· your booking reference
· what went wrong, and when
· what you did about it at the time — who you spoke to, when, and what they said
· any reference number the supplier gave you
· any photographs, video, messages or emails you have
· receipts, if you are claiming costs
· what you would like us to do
If you don't have all of this, send what you do have and tell us what is missing and why. A complaint without documentation is not automatically rejected — but documentation makes a real difference to what we can achieve with the supplier.
Stage 3 — What we will do
Acknowledgement - Within 3 working days, with a reference number;
Substantive response - Within 14 days;
Where we need to investigate with a supplier or distribution partner - Within 28 days;
If we need longer - We will tell you why, and update you at least every 14 days.
We will:
· review your booking record, the product description as it appeared when you booked, the terms that applied, and your correspondence with us;
· put your complaint to the supplier or distribution partner and ask for their account and their records;
· assess the complaint against what you booked and what was described — not against a different property, and not against expectations that were not part of the booking;
· tell you the outcome in writing, with reasons.
If we uphold your complaint in whole or in part, we will tell you what remedy we are offering and how it was arrived at. If we do not uphold it, we will explain why, by reference to the specific terms and facts.
Stage 4 — If you are not satisfied with our answer
Ask for a review. Reply to our response saying you want the decision reviewed and explaining why — for example if we got a fact wrong, if there is evidence we did not take into account, or if you think we have misapplied our own terms.
The review will be carried out by someone who was not involved in the original decision, and you will have an answer within 14 days. That review is our final response.
Stage 5 — Taking it further
Alternative dispute resolution. Evendo does not participate in an ADR scheme and does not agree to submit disputes to an ADR provider (clause A14.4).
That does not limit your other options:
· Your card issuer, where applicable — including under section 75 of the Consumer Credit Act 1974 where it applies (clause A15.5).
· The courts — nothing in this procedure affects your right to take legal action (clause A24).
· Consumer protection authorities in your own country.
How we treat everyone
We assess every complaint on its evidence and on the terms that applied to the booking, and we apply the same standard to every customer.
That cuts both ways. A complaint will not be turned down because it is inconvenient. Equally, the remedy will not be increased because of pressure, publicity, or the tone of the correspondence (clause A16.3). We would rather give you a straight answer than a negotiated one.
Our team will always be polite to you, and we ask the same in return. Where a customer is abusive or threatening towards our staff we may limit how and how often we communicate (clause A16.2) — but we will still assess the complaint and give you a decision.
What happens to your complaint afterwards
Complaints are not just closed and filed. Every one is logged against the supplier concerned and reviewed each month.
Where the same problem comes up more than once at the same hotel or with the same operator, we take it up with them directly, and where it is not put right we stop selling them. Where a complaint shows that something on our website was unclear, incomplete or wrong, we change the listing.
So if you tell us something went wrong, it does more than resolve your own booking. It is the main way we find out what needs fixing.
How to reach us
Complaints: support@evendo.com
General enquiries and urgent help during a trip: support@evendo.com, or the number on your Voucher
Opening hours: 09:00–18:00 UK time, Monday to Friday. Written messages can be sent at any time and are date and time stamped on receipt.
Post: Customer Resolutions, Evendo Europe Ltd, 1 Canada Square, 37th Floor, London E14 5AA, United Kingdom
Please include your booking reference in any message — it is the fastest way for us to find your booking and start work on it.
This procedure forms part of the Evendo Terms of Booking. Last updated: 8th July 2026.