Our content: Standards & Messages
On this page you will find information about our internal complaints management system and explanations of how our recommendation systems work
Internal complaints management system
Reporting illegal content
We take great care on ensuring that the content displayed to you on our website complies with the applicable laws and our terms and conditions. If you nevertheless find content on our website that may not comply with the applicable laws or our terms and conditions, you have the opportunity to report this content to us using the reporting form linked below. The reported content, together with the concerns expressed, will be forwarded for internal review. We will check whether the content complies with the applicable laws and our terms and conditions and decide whether and what measures need to be taken. We will inform you of the decision made and the measures taken by e-mail to the e-mail address you have provided.
You can access the reporting form via this link: Report illegal Content: report illigal content.
If you have any concerns other than reporting illegal content (such as questions about bookings), please contact our customer Service.
Complaints procedure
You have the right to submit a complaint against the decision made by us within a period of 6 months following the decision. To submit a complaint, you have the option of responding to the email in which we inform you of our decision, which we will also point out to you in the email. In the event of a complaint, the decision will be reviewed by us on the basis of the original facts (and any additional information provided) and you will be informed of the outcome of the complaint process.
Further remedies
If you are affected by a decision under the internal complaint-handling system, you have the right to choose a certified out-of-court dispute settlement body to resolve disputes in connection with these decisions. This also applies to complaints that have not been resolved by means of the internal complaint-handling system. You are also at liberty to take recourse to judicial remedies.
Our recommendation systems
The use of recommendation systems on sentido.com
In order to show you the best selection of travel offers and to simplify your vacation search, we use so-called recommendation systems on our website.
A recommendation system is a (partially) automated system that can, for example, suggest certain offers to you as a user or display them in a certain order.
The vast majority of the recommendation systems we use are cookie-based and require your consent in the individual cookie/privacy settings. If you agree, we will set various cookies to ensure that you have the same user experience when you visit our website again. You can find more information on the individual cookies in our privacy policy .
Sorting in the search results list
On the search results lists (www.sentido.com/de/hotels...) we show you pre-sorted offers to make it easier to compare and find the relevant hotels.
Based on your entries in the search mask (destination) and any filtering you may have carried out, we retrieve the offers from our systems and sort them according to the following criteria:
- By default, our list is sorted by “Price descending”.
- If you would like a different sorting, you can simply select “Price ascending” (sorting by price) or “Hotel category ascending/descending” (sorting by hotel category) or “Hotel rating descending” (sorting based on HolidayCheck ratings) from the drop-down menu.
The label “Advertisement” for an offer in our search results lists means that this placement was booked and paid for by a (hotel) partner. These offers are displayed in the first positions in the standard sorting.
Banners
Banners are automatically filled areas on our website that are used for marketing campaigns by our partners. If a banner is marked with the word “advertisement”, the placement has been booked and paid for by a (tourism) partner. The ad is displayed according to an algorithm that is designed to achieve a certain, previously defined number of impressions. Criteria/logic
General information
All cookie-based recommendations are only displayed if you have previously consented to the use of your user data. If you have not consented to the use of your data for this purpose, we will not be able to show you these offers. If you would like to change your decision at a later date (e.g. you would like to receive personalized recommendations or object to data processing), you can do so at any time by clicking on “Cookie settings” in the footer and making the desired selection.