Our Customer Service Charter

TakeABreak® is committed to providing all users with a positive experience either in managing an accommodation property or booking their holiday through our website.

Our organisational philosophy includes a section on Customer focus first which says:

We aim to provide the best possible user experience by putting the interests of our users first. It is only through excellent user experiences that visitors will come back and tell their friends. By always putting the visitors first we can be: The best place to plan your next holiday.

We want to be known as a service that:

• Makes it easy for people to find their perfect holiday escape

• Provides a secure, easy-to-use online product

• Responds to suggestions from customers to improve our site

• Is solution-oriented and works with our users to address problems

• Provides fantastic customer service and sets an example in this way

• Is courteous and professional at all times

• Is consistent in our responses and the information we provide

• Listens to our customers and takes all issues seriously

• Apologises when appropriate and is not afraid to acknowledge when we have messed up

• Responds to every email we receive, and provides helpful and timely responses

• Goes the extra mile – always asking ‘what else can I do?’ and ‘how can I do more?”

• Gives accommodation operators confidence to manage their listing by taking the time to explain things clearly, and supports them in making their property the best it can be

• Delivers on its promises

• Has integrity, for example we do not allow accommodation operators to veto or edit negative guest comments on their property

• Is willing to remove property listings which are not accurate or where the accommodation is not satisfactory 

• Fixes everything twice – once when the problem first occurs and second by finding a way to stop the problem happening again

WHAT YOU CAN EXPECT FROM US

Everyone can expect

• Courteous, professional and enthusiastic staff who will greet you in a friendly way and identify themselves by first name

• Staff with the knowledge, authority and responsibility to deal with your enquiries or to be able to refer you to someone who has.

• A solution-oriented focus when dealing with your questions and a commitment to working with you.

• Confidentiality and respect for your privacy

• All emails and phone calls will receive a prompt response in line with our standards

• Clear and accurate information, and an easy-to-use service

Accommodation operators can also expect

• Resources designed to stir your imagination and help you make your property the best it can be

HOW YOU CAN HELP US

Everyone can help us by

• ask us first if you have any questions, don't assume your problem can't be solved

• telling us as soon as possible of any problems or potential problems

• treating our staff courteously

• providing feedback to enable us to improve our service

• providing accurate information in your dealings with us

• working with us to solve any problems you may have.

Accommodation operators can also help us by

• check our comprehensive help and information resources at Business Breaks which in many cases will answer your questions

• having your property name ready when you contact us

• keeping your property listing up-to-date (especially rates and calendar)

• telling us if your circumstances have changed or are about to change, especially if your property is going to change hands

• abiding by the site terms of use and the Operator Code of Conduct

• paying your accounts on time and always including the invoice reference number with payments
  

Guests can help us by

• having your enquiry number or booking reference number ready when you contact us

• respecting the environment and the enjoyment of other visitors

• abiding by the site terms of use and the Visitor Code of Conduct

Our standards (response times)