Policy Overview
The Association of Serviced Apartment Providers (ASAP) is committed to providing high-quality service to its members and strives to always meet your needs. We encourage you to inform us of any issues early so we can address them promptly. We value all feedback and take complaints seriously, ensuring they are handled courteously and resolved quickly. We aim to respond professionally and efficiently and ask that you engage with ASAP staff in the same spirit.
How to contact us
If you need to raise a complaint about an ASAP Member.
By post to: The Chief Executive’s Office, ASAP Unit 19.4 Highnam Business Centre, Highnam, Gloucestershire, GL2 8DN
By email to: admin@theasap.org.uk
Please provide the following details:
- Name
- booking reference (if applicable)
- Your contact details
- The name of the company you’re complaining about (ASAP can only assist if the company is a member)
- A summary of your complaint, including steps you’ve taken to resolve it, the people contacted, and any relevant details such as dates, times, and actions.
- The resolution you’re looking for and what you plan to do if it’s not resolved.
- Written confirmation that you give ASAP permission, in line with GDPR, to share your complaint and all related information with the company involved.
What happens next
Once we receive your complaint with all the necessary information, ASAP will forward it to the main contact at the company involved. We will request that they acknowledge receipt of the complaint within an agreed timeframe (usually 7 days)
We’ll ask the company to work towards a solution that satisfies both you and the provider, following the agreed timeline. We will request that the provider or agent communicates directly with you to resolve the issue.
Please be aware of the following:
ASAP does not offer mediation and will not be involved in disputes between guests and providers. We will forward your complaint to the company, ask them to acknowledge it, and resolve it according to their procedures and the timeframes in our code of conduct.
ASAP can, if needed, connect you with legal firms for advice and assistance. However, please note that ASAP is not liable for any costs or expenses related to legal advice, mediation, or legal action initiated by the client.
ASAP is not responsible for any costs incurred by the complainant or provider/agent related to actions taken from the complaint.
If you’re not the lead name on the booking, please provide a signed declaration from the lead name granting you permission to raise the complaint and for the company to communicate with you.
ASAP does not have authority over the terms and conditions set by member companies
Not satisfied with our service?
If you’re an ASAP member and dissatisfied with our service or staff, please contact us immediately. Most issues can be quickly resolved by discussing them with us
