COMPLAINTS & CLAIMS

At La Perla Signature, we place great importance on the quality of our accommodation, the experience of our guests and respect for our property owners.

Our aim is to handle every complaint seriously, objectively and professionally, while giving our guests and partners the opportunity to resolve any issue that may arise during a stay as quickly as reasonably possible.

1. Reporting a problem during your stay

If you identify a problem concerning the accommodation, its equipment, cleanliness or a service provided by La Perla Signature, we ask you to inform us as soon as possible and preferably during your stay.

This allows most issues to be checked and, where reasonably possible, resolved promptly.

For urgent or important issues, please contact us immediately using the communication method provided to you with your booking, in particular WhatsApp.

If a problem is not reported during the stay, this may limit our ability to verify the situation and offer an appropriate solution.

2. How to submit a complaint

A complaint may be sent to:

La Perla Signature 📧 admin@laperlasignature.com

To help us process your complaint, please include:

• your first and last name;
• your booking reference;
• the accommodation concerned;
• your stay dates;
• a clear description of the problem;
• the date and time when the problem was identified;
• any measures already discussed or taken with our team;
• and, where appropriate, photographs or videos documenting the situation.

When a complaint concerns an issue identified during the stay, we may request reasonable access to verify the situation at the property, in accordance with the booking conditions and the guest's rights.

3. Opportunity to resolve an issue during the stay

Where an issue can reasonably be resolved during the stay, La Perla Signature may propose an appropriate solution depending on the nature, seriousness and circumstances of the problem.

This may include:

• an intervention by our team;
• an additional inspection or cleaning;
• replacement or repair of equipment where reasonably possible;
• contacting a service provider;
• or another reasonable measure intended to resolve the issue.

Reporting a problem does not automatically create an entitlement to a discount, refund or compensation.

Any compensation will be assessed according to the actual circumstances, seriousness and duration of the issue, its impact on the stay and the applicable law.

4. Complaints after departure

A complaint may also be submitted after departure.

However, where the issue could reasonably have been identified and reported during the stay, failure to notify us at the time may make it more difficult to verify the situation and provide an appropriate remedy.

Complaints should be sufficiently specific and, where relevant, supported by evidence or documentation allowing the circumstances to be assessed.

5. Complaints concerning damage or additional costs

Where a complaint concerns a charge, damage, a deduction from the security deposit or additional costs, La Perla Signature may request the information and supporting evidence necessary to verify the circumstances.

Where a security deposit has been provided, it will be handled in accordance with the Booking Terms & Conditions and the conditions communicated at the time of booking.

Any deduction must relate to demonstrable damage, loss, cost or other justified expense in accordance with the applicable conditions.

6. Complaints concerning neighbours or guest behaviour

La Perla Signature also takes complaints concerning guest behaviour seriously, including:

• serious noise disturbance;
• unauthorised parties or events;
• aggressive or threatening behaviour;
• unauthorised occupation;
• exceeding the permitted number of guests;
• unauthorised pets;
• repeated failure to comply with accommodation or community rules;
• or conduct that may affect neighbours, the residential community, the property or the safety of persons.

Depending on the seriousness of the situation, La Perla Signature may request that the guest immediately stop the relevant behaviour and, where justified, contact the owner, the community of owners or the competent authorities.

Where a situation requires intervention by the authorities, the Guardia Civil, Policía Local or another competent authority may intervene within their legal powers.

La Perla Signature has no police powers and will not carry out unlawful eviction or self-help measures. Any removal of a guest or termination of a stay will be handled in accordance with the agreement, applicable law and, where necessary, by the competent authorities.

7. Abusive or unfounded complaints

La Perla Signature undertakes to examine complaints in good faith.

Manifestly false, fraudulent, contradictory or unfounded claims may be challenged where the available evidence supports this.

A complaint does not automatically create an entitlement to a refund or compensation.

8. Complaints concerning bookings made through a platform

Where the booking was made through a platform such as Booking.com, Airbnb, VRBO, HomeToGo, Micazu or another platform, additional procedures, conditions or deadlines may apply.

In such cases, we may also ask you to use the complaint procedure provided by the relevant platform.

Mandatory consumer rights remain applicable in all cases in accordance with the applicable legislation.

9. Processing time

We aim to respond to complaints as promptly as reasonably possible.

The time required to process a complaint may depend on its nature, the need to verify the facts, contact an owner or service provider, or obtain additional information.

Where further information is required, we may contact you to complete your complaint file.

10. Amicable resolution

Our preference is to seek a reasonable and amicable solution whenever possible.

We therefore encourage you to contact us directly before initiating any other procedure, allowing us the opportunity to review the situation and, where possible, resolve it.

11. Consumer rights

This complaints procedure does not limit any statutory rights available to consumers under applicable Spanish or European law.

Mandatory provisions concerning consumer protection, tourist accommodation and other applicable statutory rights remain fully in force.

12. Contact

For questions or complaints:

La Perla Signature 📧 admin@laperlasignature.com

For an urgent issue during your stay, please use the WhatsApp number provided with your booking as the preferred contact method.

We appreciate guests reporting any problem as soon as possible so that, where reasonably possible, we can assist during the stay.