Customer care

Complaints

If something has gone wrong, we want to hear about it and put it right.

Last updated: 7 October 2026

How to complain

You can raise a complaint in any of these ways:

by email to hello@glowstay.co.uk, with "Complaint" in the subject;
through our contact form;
if you are an owner, by sending a message from the owner portal.

Please tell us what happened, when, which property or stay it concerns, and what you would like us to do.

What happens next

We acknowledge your complaint within 5 working days.
A senior member of the team looks into it and may contact you for more information.
We send you a full written response, normally within 20 working days. If we need longer, we tell you why and when to expect it.

If you are not satisfied

If you are unhappy with our response, reply to it and ask for a review. Our final response will explain any further options open to you.

Guests with a complaint about a stay booked through Airbnb, Booking.com or Vrbo can also use that site's own help service. For concerns about personal information, see our privacy policy.