How can I contact SAMARA for guest support?

Guests may contact SAMARA through the guest support channels made available on the website or through the relevant booking or accommodation communication channel. For written enquiries, guests may contact legal@samarastays.com.

What should I do if I have a problem during my stay?

Guests should report problems to the relevant accommodation operator or SAMARA as soon as reasonably practicable so that the issue can be assessed and, where possible, addressed during the stay.

Can I report an issue with my accommodation?

Yes. Guests may report issues concerning the accommodation, facilities, services, access, cleanliness, equipment or other aspects of their stay through the available guest support channels.

How should I make a formal complaint?

Guests wishing to make a formal complaint should provide a clear description of the issue, the relevant reservation information, the accommodation concerned, the date or dates involved, and any supporting information that may assist with reviewing the matter.

When should I report a problem?

Guests should report problems as soon as reasonably practicable, preferably while they are still at the accommodation. Prompt reporting may allow the accommodation operator to investigate and address the issue during the stay.

What information should I include in a complaint?

Where relevant, guests should include their name, reservation details, accommodation, dates of stay, a description of the issue, the date and time it occurred, details of any steps already taken, and supporting photographs or other documentation where available.

How does SAMARA handle guest complaints?

Complaints are reviewed based on the information provided, the circumstances of the matter, the applicable booking and property conditions, and applicable law. SAMARA or the relevant accommodation operator may request additional information where necessary to investigate the issue.

Will SAMARA respond to my complaint?

SAMARA will use reasonable efforts to respond to guest enquiries and complaints through the applicable support channel. Response times may vary depending on the nature and complexity of the matter and the information required to investigate it.

Can I receive assistance during an emergency?

For emergencies involving an immediate threat to life, health or safety, guests should contact the appropriate local emergency services first. Guests should also notify the accommodation operator or SAMARA as soon as reasonably practicable where appropriate.

What should I do if I cannot access my accommodation?

Guests who experience difficulty accessing their accommodation should use the arrival or guest support contact information provided with their reservation. If the issue cannot be resolved through the provided contact channel, the guest may contact SAMARA for assistance.

Can I request assistance with an existing reservation?

Yes. Guests may contact SAMARA regarding an existing reservation, including questions concerning arrival, accommodation information, reservation details or issues affecting their stay. Guests should provide their booking reference where available.

Can I complain after my stay?

Yes. Guests may raise a complaint after their stay. Complaints should be submitted as soon as reasonably practicable and should include sufficient information to allow SAMARA or the relevant accommodation operator to identify and review the reservation and circumstances concerned.

Does making a complaint automatically result in a refund?

No. A complaint does not automatically create an entitlement to a refund or compensation. Any refund, compensation or other remedy will depend on the circumstances, the applicable booking conditions, the services provided and applicable law.

Can I request compensation for a problem during my stay?

Guests may raise requests for appropriate remedies where they believe a problem has affected their stay. Any compensation, refund or other remedy will be assessed according to the circumstances, applicable booking conditions and applicable law.

What happens if my complaint concerns a specific property?

Where a complaint concerns a specific property, SAMARA may involve the relevant accommodation operator or authorized representative in reviewing and resolving the matter. Property-specific procedures or conditions may also apply.

Can I report inappropriate conduct or a safety concern?

Yes. Guests should promptly report serious safety concerns, suspected unlawful activity, harassment, abuse or other conduct that may threaten guests, staff, property or members of the public through the appropriate support or emergency channels.

What if my complaint is not resolved?

If a complaint cannot be resolved through guest support, guests may request further clarification or escalation through the available formal complaint channels. Any applicable statutory complaint or dispute-resolution rights remain subject to applicable law.

Legal

Complaint & Guest Support

‍Last updated: 28 September 2026

This Complaints & Guest Support Policy establishes the general procedure for obtaining assistance, raising concerns and submitting complaints concerning services made available through Samara Stays.

This Policy should be read together with the Samara Stays Terms & Conditions, Booking & Payment Policy, Refund & Cancellation Policy, Privacy Policy and any applicable property-specific conditions.

1. Customer Support

Samara Stays provides customer-support channels for assistance concerning reservations, accommodation and related services.

Support may include assistance concerning:

reservations;
booking modifications;
cancellations;
payments;
refunds;
check-in and check-out;
accommodation-related issues;
special requests;
property information; and
other matters relating to a Samara Stays reservation.

Available support channels may include email, online chat, telephone or other communication methods displayed on the Samara Stays website.

2. During-Stay Issues

Guests experiencing a problem during their stay should contact Samara Stays or the relevant accommodation contact as soon as reasonably possible.

Where the matter can reasonably be addressed during the stay, guests should provide the accommodation operator with a reasonable opportunity to investigate and resolve the issue.

This may include matters concerning:

accommodation condition;
equipment or facilities;
access;
cleanliness;
maintenance;
noise;
safety;
utilities; or
other issues affecting the stay.

Prompt notification is particularly important where a problem may be capable of being corrected during the guest's stay.

3. Emergency Situations

Customer support should not be used as a substitute for emergency services.

In an immediate emergency, guests should contact the appropriate emergency authority first.

Within Portugal and the European Union, the general emergency number is 112.

Guests staying outside Portugal should use the emergency number applicable in the relevant jurisdiction.

Where appropriate, the guest should also notify the accommodation operator after contacting emergency services.

4. Submitting a Complaint

A complaint may be submitted through the customer-support channels made available by Samara Stays.

Formal written complaints may be submitted to:

Email: legal@samarastays.com

Complaints should, where reasonably possible, include:

guest name;
booking reference;
accommodation concerned;
relevant dates;
description of the matter;
relevant supporting information; and
the resolution sought by the guest.

Guests are not required to provide information that is not reasonably necessary to process the complaint.

5. Complaints Concerning an Existing Stay

Where a complaint concerns an issue that occurred during an active stay, guests should report the matter as soon as reasonably practicable.

This allows the relevant accommodation operator to investigate and, where possible, resolve the matter while the guest remains at the property.

A failure to report an issue during the stay does not automatically extinguish any legal right that cannot lawfully be excluded.

6. Complaint Handling

Complaints will be reviewed according to their nature and circumstances.

Where additional information is reasonably required, the guest may be contacted for clarification or supporting documentation.

Depending on the matter, the review may involve information concerning the relevant reservation, payment, accommodation or service.

7. Response

Samara Stays will seek to acknowledge and address complaints within a reasonable period having regard to:

the nature of the complaint;
its urgency;
the information available;
whether third-party information is required; and
the applicable legal requirements.

Where a matter requires additional investigation, the guest may be informed that the review is ongoing.

8. Resolution

Depending on the circumstances, a complaint may be resolved through measures including:

clarification of information;
correction of an administrative error;
technical or operational assistance;
rectification of an accommodation issue;
modification of a reservation;
refund where applicable;
credit where appropriate;
alternative accommodation; or
another reasonable solution permitted by the applicable booking conditions and law.

No particular remedy is guaranteed solely because a complaint has been submitted.

9. Refund and Compensation Claims

A complaint does not automatically constitute a claim for a refund or compensation.

Refunds are determined in accordance with the applicable booking conditions, the Refund & Cancellation Policy and mandatory applicable law.

Where a guest seeks compensation, the relevant circumstances and applicable legal basis will be considered.

10. Portuguese Livro de Reclamações

Where Portuguese law requires an accommodation operator to make the Livro de Reclamações available to guests, the applicable operator will provide access in accordance with the legal requirements applicable to the relevant establishment.

Where the electronic Livro de Reclamações is applicable, the relevant information and access mechanism will be made available in accordance with applicable requirements.

The existence of this internal complaints procedure does not replace or restrict the guest's statutory right to use the Livro de Reclamações where applicable.

11. Alternative Dispute Resolution

Where applicable, consumers may have access to legally recognized alternative dispute-resolution mechanisms.

Information concerning the competent alternative dispute-resolution entity may depend on the location and nature of the accommodation service concerned.

Nothing in this Policy prevents a consumer from exercising any statutory right to use an applicable dispute-resolution mechanism.

12. Authorities and Regulatory Complaints

Nothing in this Policy prevents a guest from contacting a competent public authority, regulatory body, consumer-protection authority or other competent institution.

Guests retain all rights available to them under applicable law.

13. Good-Faith Communication

Guests are requested to communicate complaints accurately and in good faith.

Samara Stays will likewise seek to handle complaints objectively and fairly, taking into account the information available and the applicable contractual and legal framework.

14. Abusive or Threatening Conduct

Customer-support personnel should be treated with reasonable courtesy.

Threats, harassment, abusive communications, discriminatory conduct or repeated communications intended to disrupt customer-support operations may result in reasonable restrictions on communication, subject to applicable law.

Such restrictions will not prevent access to mandatory complaint or legal mechanisms.

15. Privacy

Information submitted in connection with a complaint or support request may contain personal data.

Such information will be processed in accordance with the Samara Stays Privacy Policy and applicable data-protection legislation.

Guests should avoid providing unnecessary sensitive or confidential information when submitting a complaint.

16. Supporting Documentation

Where relevant, guests may be asked to provide supporting material such as:

booking confirmations;
payment information;
photographs;
correspondence;
receipts;
invoices; or
other information relevant to the matter.

Only information reasonably necessary for reviewing the matter should be provided.

17. Complaints Concerning Third Parties

Where a complaint concerns a third-party service that is outside the scope of the Samara Stays accommodation service, Samara Stays may direct the guest to the relevant provider.

This does not affect any rights or obligations arising directly from a Samara Stays reservation.

18. Final Response

Once a complaint has been reviewed, Samara Stays may provide a final response explaining the outcome and, where appropriate, any action taken.

Where the guest disagrees with the response, the guest may pursue any further complaint, dispute-resolution or legal mechanism available under applicable law.

19. Contact

Formal complaints and legal correspondence may be addressed to:

SERENITY HIDEAWAY – EMPREENDIMENTOS IMOBILIÁRIOS, UNIPESSOAL, LIMITADA
‍Email: legal@samarastays.com
Telephone: +351 239 065 365

Additional customer-support channels may be displayed on the Samara Stays website.

20. Changes to This Policy

This Policy may be updated from time to time to reflect changes to applicable law, customer-support procedures or the services provided through Samara Stays.

The version published on the Samara Stays website shall be the applicable version from its stated effective date.

21. Effective Date

This Complaints & Guest Support Policy is effective from 28 September 2026.

End of Complaints & Guest Support Policy