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Liberty Lodges Complaints Policy

1 March 2026

Our Commitment

At Liberty Lodges, we are committed to providing high-quality holiday accommodation and excellent customer service. We aim to ensure every guest enjoys a relaxing and memorable stay.

If something doesn’t meet your expectations, we want to hear about it so we can put things right wherever possible and continue to improve our service.

 

How to Make a Complaint

If you are unhappy with any aspect of your booking or stay, please contact us as soon as possible.

We encourage guests to raise any concerns during their stay, as many issues can be resolved quickly if we are made aware of them.

You can contact us by:

Email: bookings@libertylodgeslakeland.co.uk

Website: www.libertylodgeslakeland.co.uk

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During Your Stay

If you experience an issue whilst staying in one of our properties, please notify Liberty Lodges immediately.

Examples include:

  • Cleaning concerns

  • Maintenance issues

  • Missing items

  • Heating or hot water problems

  • Appliance faults

  • Property damage

  • Noise disturbances

  • Safety concerns

We will make every reasonable effort to investigate and resolve the matter promptly.

Failure to report an issue during your stay may limit our ability to resolve the matter or investigate it fully.

 

After Your Stay

If you wish to make a complaint after your holiday, please contact us within 14 days of your departure.

Your complaint should include:

  • Your full name

  • Booking reference

  • Property name

  • Dates of stay

  • A clear description of the issue

  • Any supporting photographs or documentation

  • The outcome you are seeking

 

Our Complaints Process

Stage 1 – Acknowledgement

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

 

Stage 2 – Investigation

Your complaint will be investigated thoroughly.

Where necessary, we may:

  • Review booking records

  • Speak with cleaners or maintenance contractors

  • Contact the property owner

  • Review photographs or CCTV where appropriate

  • Request additional information

 

Stage 3 – Response

We aim to provide a full written response within 10 working days.

If further investigation is required, we will keep you updated and provide an estimated timescale.

 

Resolution

Depending on the outcome of our investigation, we may:

  • Offer an explanation

  • Apologise where appropriate

  • Arrange repairs or maintenance

  • Provide replacement items

  • Offer a goodwill gesture where appropriate

  • Explain why we are unable to uphold the complaint

Each complaint is considered individually based on the circumstances.

 

Goodwill Gestures

Any goodwill gesture offered by Liberty Lodges is made without admission of liability and is entirely at our discretion.

 

What We Cannot Consider

Unfortunately, we cannot accept complaints relating to:

  • Weather conditions

  • Temporary closure of holiday park facilities outside our control

  • Local roadworks

  • Wildlife or insects

  • Personal preferences where the accommodation matches its advertised description

  • Matters not reported during your stay where we were not given the opportunity to resolve them

 

Holiday Park Facilities

Many Liberty Lodges properties are situated on holiday parks operated by third parties.

While we will always try to assist, we cannot accept responsibility for:

  • Swimming pool closures

  • Entertainment changes

  • Restaurant opening hours

  • Maintenance of park-owned facilities

  • Activities operated by the holiday park

Any concerns regarding park-operated facilities may need to be directed to the holiday park management.

 

Respectful Communication

We are committed to treating all guests with courtesy and respect and ask that the same respect is shown to our team.

We will not tolerate:

  • Abusive or threatening behaviour

  • Offensive language

  • Harassment

  • Discriminatory behaviour

  • Contacting staff through personal social media accounts

Where such behaviour occurs, we reserve the right to end communication and respond only through formal written channels.

 

Escalating a Complaint

If you remain dissatisfied after receiving our final response, you may ask for your complaint to be reviewed by a senior member of the Liberty Lodges management team.

Please provide any additional information you believe is relevant.

 

Continuous Improvement

Every complaint is reviewed to help us improve our accommodation, services and guest experience.

We value all feedback and use it to continually enhance the quality of Liberty Lodges.

 

Contact Details

Liberty Lodges

Website:
www.libertylodgeslakeland.co.uk

Email:
bookings@libertylodgeslakeland.co.uk

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Our Promise

At Liberty Lodges, we believe that every guest deserves excellent service. If something goes wrong, we will listen, investigate fairly and do our best to resolve your concerns promptly, professionally and courteously.

Liberty Lodges – Your Freedom Awaits.

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