Complaints, Mediation, and Personal Data

First, submit a written complaint; then, use a free mediator; and a judge is always available. Your data is retained for as long as necessary, then deleted, and you can retrieve it at any time.

Even with the best short-term rental concierge service, a dispute can arise. Rather than finding out about it at the worst possible moment, it’s best to know in advance the process outlined in your contract: it’s simple, free during the amicable resolution phase, and never precludes you from taking the matter to court.

The process consists of three steps. First, a written complaint, which is usually enough to resolve the issue. Next, if necessary, a consumer mediator, whose fees we cover. Finally, you can go to court at any time: no step is mandatory.

And because managing your vacation rental involves processing your personal data, the second half of this page covers your rights in this regard: what information we retain, how long we retain it, and what you need to retrieve before you leave.

Step 1: Submit a written complaint to us via email or regular mail. This is a mandatory prerequisite for mediation, and in the vast majority of cases, it is sufficient.

Step 2: If you do not receive a satisfactory response within two months, or if your request is denied, contact the Consumer Ombudsman online or by regular mail.

Step 3: You may choose to involve a judge before, during, or after mediation. Mediation does not preclude you from pursuing any legal remedies.

Our mediator isthe National Association of Mediators (ANM Conso), located at 2 rue de Colmar, 94300 Vincennes, and can be contacted at www.anm-conso.com. Cases may be submitted online or by regular mail; the organization is listed on the official registry of consumer mediators. The European Online Dispute Resolution platform is also available to you.

The contract is governed by French law, and it contains no jurisdiction clause—this is intentional. You may choose to bring the matter before the competent court in accordance with the ordinary rules, the court of your domicile at the time the contract was entered into, or the court of the place where the harmful event occurred.

We are responsible for processing the data collected for the purpose of fulfilling the contract: name, mailing and email addresses, phone number, bank account information, and the dates and amounts of services rendered.

Recipients: our authorized personnel, our certified public accountant, the platforms, our technical service providers, and our subcontractors working on the housing project—limited to the information necessary—and, upon request, the authorities.

A legal obligation to retain records takes precedence over the right to erasure: accounting records must be kept for ten years, even if you request their deletion.

Access, correction, erasure, restriction, objection, portability, and instructions regarding the handling of your data after your death. These rights may be exercised by email or by mail to our headquarters. Proof of identity may be requested if there is reasonable doubt regarding the identity of the requester.

You may file a complaint with the CNIL at any time, without having to contact us first.

• All of your monthly and annual summaries— the cornerstones of your past and future tax returns.
• The contradictory description and its successive updates.
• Incident reports and damage assessments.
• Photographs of the property, in high resolution.
• The welcome booklet, which can be reused immediately with another service provider.

• Date and keep a record of your complaints. The 12-month deadline for filing a complaint with the ombudsman begins on the date you send your written complaint.
• No court is imposed on you. The absence of a jurisdiction clause allows you to choose any court among those available to you under the law.
• Your designation as a business referral requires separate consent from the signing of the contract and may be revoked at any time. A refusal has no impact on our services.
• Gather everything during the notice period. This is the time when access is still open on both sides. Six months after the end of the notice period, everything is still accessible, but it takes several exchanges where a few minutes would have been enough.
• Back up your data on your own, not just with us. Having a copy in your own space will prevent you from becoming dependent on us in the future.
• The tax retention period exceeds the contractual retention period. Your expense receipts will be useful long after the end of the business relationship.

Does mediation cost me anything?

Nothing. We cover all the costs. The only expenses you’ll be responsible for are any legal counsel you choose to hire and, in the event of a joint expert assessment, your share of the expert assessment fees.

Can I go directly before the judge?

Yes. Mediation is an option, not a mandatory step. You can take legal action before, during, or after mediation, and the contract does not prevent you from doing so.

How can I exercise my rights regarding my data?

By email or by mail addressed to our headquarters. And if you are not satisfied with our response, the CNIL remains open to receiving your complaint, without you having to contact us first.

Can I request that all my data be deleted?

Not at all. Accounting records must be retained for ten years in accordance with a legal requirement, which takes precedence over the right to erasure.

How long do you keep my contact information?

Data related to the contractual relationship is retained for the duration of the contract and for an additional five years; marketing data is retained for three years from the date of the last contact.

In what format will my documents be provided to me?

In electronic format, exactly as they were issued, and ready for direct archiving.

What am I prohibited from doing under the five-year confidentiality clause?

To disclose our methods, tools, and expertise. This does not prevent you from speaking freely about our collaboration or from sharing your opinion on the quality of our services.

Updated as of July 27, 2026 · Describes the current service agreement. The agreement and its appendices take precedence over this content, which is provided for educational purposes.