Which complaints does Sun & Sea Holidays handle – and which not?

As an owner, you may encounter complaints or damage to your accommodation during or after a stay. It is important to understand which reports are handled by Sun & Sea Holidays and which matters you must resolve yourself, either directly with the guest or via a rental platform.

Below we explain this clearly.

Handled by Sun & Sea Holidays – damage fund only

Sun & Sea Holidays only handles damage claims that fall under the damage fund.
The damage fund is intended for limited, verifiable damage caused by guests.

This includes:

• Material damage to the property or inventory
• Damage demonstrably caused by the guest
• Damage with a value of at least €25 and a maximum of €250 per claim
• Damage reported within 48 hours after the guest’s departure
• Damage supported by:
  • a clear description
  • photographic evidence

Examples of damage that may fall under the damage fund:

• Broken chair or table
• Broken window or door
• Damaged appliances
• Severe stains or burn marks that cannot be repaired

Sun & Sea Holidays only assesses damage that meets these conditions.

Not handled by Sun & Sea Holidays – to be arranged by the owner

All other complaints fall outside the damage fund and are not handled by Sun & Sea Holidays. These matters must be resolved directly with the guest or, where applicable, via the rental platform.

This includes, among others:

• Cleaning complaints or additional cleaning costs
• Missing or worn items (e.g. crockery, towels, decoration)
• Minor defects or inconveniences (e.g. broken light bulb, broken glass)
• Nuisance (noise complaints, neighbours, pets)
• Violation of house rules without demonstrable damage

Sun & Sea Holidays is not the property manager and does not provide operational handling of these situations.

Bookings via rental platforms

For bookings made via external rental platforms (such as Booking.com, Airbnb or similar platforms), any damage report will be forwarded by Sun & Sea Holidays to the relevant platform.

The further assessment, handling and processing time of the damage claim are subject to the procedures and terms of the rental platform.
Sun & Sea Holidays has no influence on the speed, decision or outcome of this process.

Why this distinction?

Sun & Sea Holidays is an advertising and intermediary platform, not a property management company. We provide visibility, bookings and payments, but are not responsible for:

• cleaning
• maintenance
• enforcement of house rules
• direct contact between guest and owner

The damage fund is intended as a limited arrangement for verifiable damage, not as a replacement for property management or insurance.

Reporting damage

Damage that falls under the damage fund must be reported within 48 hours after the guest’s departure via the damage form below.
Reports submitted after this period will not be processed.

Vul onderstaand formulier zo volledig mogelijk in
 

Na ontvangst beoordelen wij de schademelding en dienen wij de schadeclaim namens u in bij het betreffende verhuurplatform.

Om de kans op een succesvolle afhandeling te vergroten, vragen wij u om:

• duidelijke foto's van de schade toe te voegen;
• de schade zo volledig mogelijk te omschrijven;
• de melding zo snel mogelijk na constatering van de schade in te dienen.