Customer feedback

Customer Feedback

Want to let us know about your recent visit to Conwy County? We value your feedback and would love to hear all about your experience – the good and the bad! 

Positive feedback

Have you just got back from the best holiday in Conwy County? We sure hope so, and we’d love to hear all about it. If you would like to tell us about your holiday then please email tourism@conwy.gov.uk. Let us know what made your holiday extra special. We want to hear about all the individuals and businesses who helped you have the best staycation in our  beautiful region. Where possible, we’ll pass on your positive comments to the individuals / businesses named.   

What to do if you have a general complaint 

We’re very sorry if your visit to Conwy County hasn’t met all your expectations. If this is the case, then please let us know what went wrong so that we can investigate and try torectify this in future. Please send an email to tourism@conwy.gov.uk

Accommodation not graded by Visit Wales or the AA
If you need to make a complaint about accommodation listed on this website that hasn’t been graded by Visit Wales or the AA, and you’ve already raised the complaint with the proprietor or the manager of the establishment during, or after your stay, then send an email to: tourism@conwy.gov.uk 

Accommodation graded by Visit Wales 
If you are making a complaint about accommodation that has been graded by Visit Wales, then please follow the complaints procedure outlined below.  

How to complain 
Occasionally, the quality of your accommodation may not meet your expectations. Visit Wales has a procedure in place to deal with consumer complaints. Visit Wales encourages you to make any comments that you may have about your accommodation to the proprietor or manager at the time of your visit. By doing so, you will give the proprietor the opportunity to deal with your comments and it may be possible to make your stay even more enjoyable. 

Complaints against accommodation operators that participate in Visit Wales’ grading 
schemes

Visit Wales can only consider the investigation of complaints about accommodation 
operators if they participate in one of Visit Wales’ grading schemes.

Please send details of your complaint to them at the address below within 14 days of your visit. 
Quality Assurance Department, Visit Wales
Welsh Government
Rhodfa Padarn
Llanbadarn Fawr
Aberystwyth
Ceredigion
SY23 3UR
Telephone: 0845 010 8020
e-mail: quality.tourism@gov.wales
Please note: Visit Wales and the Tourism Team at Conwy County Borough Council are unable to get involved in disputes of a financial nature.  There are organisations more able to offer guidance for this type of complaint, please refer to the links below:

In these circumstances, we recommend that consumers follow the links below for more information on their legal rights.

Trading Standards:  www.tradingstandardswales.org.uk
Citizens Advice: www.citizensadvice.org.uk