In order to submit a complaint to the team the following process must be followed:
1. Email help@wastelandtravel.com within 28 days of the issue occuring. (If you are in resort, you must report it immediately, so the team can resolve it within 24 hours)
2. Your subject needs to be: COMPLAINT - followed by your booking reference number
3. Please detail what your complaint is about in as much detail as possible, including any photos/attachments to support.
Clearly identify the issue that you have experienced
Ensure you include all relevant details that might help us understand or identify your issue, for example, room number, building, date, time, any staff who knew about it, if reported already
4. We will receive your complaint and will aim to respond as quickly as possible. Please note we will reply no later than 28 days as per our booking terms and conditions.
Please know if you are currently in resort, we ask that you speak directly to the team there. You can do so by visiting the designated front desk or by talking to one of our resort reps (they will put you in touch with the correct Wasteland HQ member in resort). Alternatively, please send us a chat or call the resort support number detailed on your holiday wristband and our team will be able to log your complaint and follow up with the relevant Wasteland HQ member.
All complaints must be made by the booking holder. If you would like to speak on behalf of the booking holder we ask that you have them CC into your email so we can gain consent to talk about any booking details.
Please note that the deadline for complaints, as per our terms and conditions, is 28 days post-trip.