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Customer service and complaints

Everything you need in order to reach us: how, how quickly we answer, and what you can do if something is not resolved.

1. How to reach us

  • Email: info@bicotorto.es — for bookings, questions and complaints.
  • Phone: there is 24-hour assistance for guests staying with us. The on-call number is in the email before arrival.
  • In person: TRENDON ME SL · NIF B32449639 · Lugar A Laixa, 24 · 32417 A Arnoia (Ourense) · REAT H-OR-000951.

Outside an ongoing stay, we answer emails within two working days. We would rather promise little and keep it: a deadline that does not hold on the worst day of the year is the one that generates the complaint you were trying to avoid.

2. How quickly we answer

  • Problem during your stay: as fast as we can, with the on-call phone available 24 hours.
  • Question or booking change: 2 working days.
  • Formal complaint: receipt with a case number immediately, and a reply within 15 calendar days at most.
  • Refunds: issued within 14 calendar days to the same payment method.
  • Data protection rights: one month, extendable by two more if the request is complex. This is a different deadline under a different law and is not to be confused with the 15 consumer days.

3. Filing a complaint

Fill this in and you will immediately receive an email with your case number. That email is the written receipt required by article 21.2 of the consolidated Spanish Consumer Protection Act: keep it.

We reply within 15 calendar days at most from the day you file it (article 21.3).

Tell us what happened. You will immediately receive an email with your case number, and we will reply within 15 days at most.

Your data is used only to handle this complaint and is kept for as long as the process and the legal complaint periods last.

4. Official complaint forms

On top of the above, you are entitled to the official tourism complaint form. We keep them on site and hand them to you on the spot, whatever channel you booked through. They are issued by the provincial office of the Galician Tourism Agency; they are not something you download yourself.

You may file it with the Ourense Provincial Tourism Office, Avenida da Habana 79, 32003 Ourense.

5. If we cannot settle it between us

You may go to the Galician Consumer Arbitration Board (consumo.xunta.gal), an accredited alternative dispute resolution body competent for this matter. We will accept arbitration if you file a claim there.

If you live in another EU country, the European Consumer Centre in Spain (portal-cec.consumo.gob.es) can help you free of charge.

6. If you booked through Booking or Airbnb

The commercial terms for cancellation, payment and refunds are handled by the platform you booked with, and must be processed through their channel.

That does not change our legal obligations as a tourism establishment. You can complain to us directly and ask us for the official tourism complaint form regardless of the channel you booked through.

7. What we cannot resolve here

Services provided by a third party — a winery tasting, bike hire, a boat trip — are provided by that third party and problems are settled with them. We will help you get in touch and follow up, but we are not the organiser.

8. Version

Version 1.0, dated 2026-09-07.

Related documents: booking conditions · legal notice · privacy policy · cookie policy.