Complaints procedure

1. What it covers

You can submit a complaint about the platform, a listing, a user, a review, a moderation decision or a paid package. Disputes about the rental itself are resolved with the landlord: CostaCasas is not a party in that case.

2. How to submit

Send your complaint via the contact page with the subject “Complaint”. Please include:

• your name and email address;
• the subject;
• the listing or user involved;
• what happened and when;
• any evidence (screenshots, messages).

3. Handling

CostaCasas logs your complaint with date, subject, the listing or user involved, evidence, status, decision and communication. You will receive an acknowledgement of receipt and a reasoned decision.

4. Appeal

Do you disagree with a decision about your own content or account? You can appeal; wherever possible, your appeal is reviewed by a different staff member. You always retain the right to turn to the competent authorities or a court.