Complaints and dispute resolution
1. Contacting Marviews
For a question or complaint concerning a listing, a booking or a service, you can use the Marviews contact form and select “Complaint” as the reason.
Provide your contact details for a reply, the case reference if you have one, the relevant facts and the desired resolution. Attach only relevant supporting documents.
2. Handling your request
Marviews examines complaints relating to its activities and provides a reasoned response within the applicable statutory time limit.
Where a complaint falls under the official Andalusian scheme, the business concerned must respond within a maximum of ten working days of receiving it.
If your request concerns a separate owner, operator or service provider, we will direct you to the contact identified in your contract. This referral does not reduce Marviews’ own responsibilities.
3. Difficulty during a stay
For a difficulty requiring intervention during your stay, use the contact provided in your confirmation or arrival instructions to help ensure it is dealt with.
Your right to submit a complaint is not conditional on making this report.
4. Official complaint forms in Andalusia
For activities subject to Andalusian regulations, consumers can request an official complaint form free of charge from the business concerned.
Procedures and forms are available on Consumo Responde. The Hoj@ de la Junta de Andalucía portal allows procedures to be carried out electronically subject to its access conditions.
The Marviews form does not replace these mechanisms. Using it beforehand is not mandatory.
5. If no resolution is reached
Under the Andalusian scheme, once the ten-working-day period has expired, if you are not satisfied with the response or have received no response, you can forward your complaint to the competent public consumer service: the municipal consumer information office (OMIC) or the competent provincial service of the Junta de Andalucía.
Keep your complaint, proof of its receipt, any response and the relevant supporting documents.
The availability of mediation or arbitration depends on the competent scheme and the applicable participation conditions. This page does not constitute a declaration that Marviews is a member of any particular body.
6. Personal data and rights
The information submitted is used to process your request and follow up on it, in accordance with our privacy policy.
This procedure does not limit your legal rights or the remedies available before the competent authorities or courts.