THE STAY EDIT
FEEDBACK AND COMPLAINTS POLICY
Purpose
The Stay Edit welcomes feedback and takes complaints seriously. This policy explains how travellers, tourism operators, partners and other customers can provide feedback or raise a complaint, and how The Stay Edit will respond.
How to provide feedback or make a complaint
Feedback or complaints can be submitted by email to [email protected] or through The Stay Edit’s website contact channels.
What to include
Where possible, please include your name and contact details, a clear description of the issue, any relevant dates or supporting information, and the outcome you are seeking.
How complaints are handled
The Stay Edit will:
• acknowledge complaints as soon as reasonably possible and generally within 48 hours;
• review the information provided and investigate the issue where required;
• contact the complainant if further information is needed;
• provide a response or update within 10 business days where possible;
• correct inaccurate information on The Stay Edit platform promptly where verified;
• keep complaint information and records appropriately and confidentially.
Complaints relating to a featured tourism operator
The Stay Edit is a discovery and marketing platform and does not operate featured accommodation or experience businesses or process traveller bookings. If a complaint relates to a stay, experience, booking, cancellation, refund or service delivered by a featured operator, The Stay Edit will explain which matters sit with the operator and direct the complainant to the relevant business where appropriate.
Escalation
If a complainant is not satisfied with the initial response, they may request that the matter be reviewed again by The Stay Edit. Where a matter falls outside The Stay Edit’s responsibility or requires an external resolution process, information about the appropriate next step will be provided where possible.
Accessibility
If assistance is required to provide feedback or make a complaint, please contact The Stay Edit by email and reasonable assistance will be provided.
Contact
The Stay Edit
Email: [email protected]
Website: thestayedit.com.au
Last updated: 27 August 2026