Feedback and Complaints
Getaways Ireland is committed to delivering excellent service and providing a positive experience for our customers and partners.
We understand that things may not always go as expected. If you have experienced an issue with our website, service or booking process, we encourage you to contact us so we can investigate your concerns and work towards a fair resolution.
How to Make a Complaint
To submit a complaint, please email our Customer Care team at:
Email: feedback@digibreaks.com
Please use the following subject line:
Complaint: [Your Full Name]
To help us investigate and respond as efficiently as possible, please include:
- Your full name and contact details
- Your Getaways Ireland booking reference, if applicable
- The name of the hotel or accommodation provider concerned
- A clear description of the issue
- The date the issue occurred
- Details of any previous communication about the matter
- Copies of relevant documents, receipts, photographs or other supporting evidence
Please do not include sensitive financial information, such as your complete card details, in your email.
Our Complaints Process
1. Acknowledgement
You will receive an automated email confirming that your complaint has been received.
2. Initial Review
Our team will review your complaint and aim to provide an initial response within two working days.
If we require further information to investigate the matter, we will contact you using the details provided.
3. Investigation and Resolution
Your complaint will be assigned to the most relevant team or department for investigation.
We aim to provide a full response or resolution within five to seven working days. More complex complaints may take longer to investigate. If additional time is required, we will explain the reason for the delay and keep you updated on our progress.
4. Outcome
Once our investigation is complete, we will provide a clear explanation of the outcome and any action taken.
If your complaint is upheld, we will explain how we intend to resolve the matter.
If your complaint is not upheld, we will explain the reasons for our decision based on the information available.
5. Internal Review
If you are dissatisfied with the outcome, you may request an internal review.
Please reply to the outcome email, explain why you remain dissatisfied and include any additional information you would like us to consider. Your complaint will then be reviewed by an appropriate team member who was not responsible for the original decision, where possible.
Keeping You Updated
We will keep you informed during the complaints process and let you know if there are any unexpected delays.
When the investigation is complete, we will provide a summary of the outcome and any relevant action taken.
Raising Concerns in Good Faith
Customers and stakeholders should feel comfortable raising genuine concerns. Getaways Ireland does not tolerate retaliation or unfair treatment against anyone who submits feedback or a complaint in good faith.
Share General Feedback
You do not need to make a formal complaint to share feedback with us. We welcome comments and suggestions that can help us improve the Getaways Ireland customer experience.
Email: feedback@digibreaks.com
Your feedback is valuable to us. Thank you for giving us the opportunity to review your concerns and improve our service.