Holidaylettings Opiniões 

Resposta da Holidaylettings

13/03/2024

Hi Vlad and thanks for your review. We're sorry to hear that you had an issue with the location of a booking and we understand this was disappointing. We can see in our records you had no issues reaching our 24hr customer service team online, who helped you get a full refund as per our Payment Protection Policy and addressed the issues with the owner to update the location of their listing. Please note that Tripadvisor does not own, manage, or operate the listings on the website, we rely on the owners to make sure their listings are accurate and up to date to avoid negative booking experiences like yours and penalties to their accounts. This is why we have our Payment Protection Policy to protect our customers in case an owner misrepresents their property, we can guarantee a full refund. Thanks again for your feedback! Sylvia - Tripadvisor Rentals Support

Resposta da Holidaylettings

11/03/2024

Bonjour Joel, merci d'avoir pris le temps de nous laisser un avis et de votre intérêt pour une réservation sur Tripadvisor. Je suis désolé que la propriété qui vous intéressait n'était pas disponible aux dates souhaitées. Nous comprenons votre déception surtout lorsque vous avez pris le temps de sélectionner une propriété qui correspond à vos besoins. Lorsque vous envoyez une demande de réservation via notre site Web, le propriétaire ou le gestionnaire immobilier confirmera s'il peut accepter ou non votre réservation. Ils ont 24 heures pour l’accepter – après quoi, il expire. Aucun argent ne vous a encore été retiré car votre paiement est toujours en attente. Sur votre relevé bancaire, vous pouvez voir la transaction comme en attente car une retenue a été effectuée sur votre carte, mais il ne s'agit pas d'un débit. Si le propriétaire ou le gestionnaire immobilier accepte votre réservation, le paiement sera alors traité. S'ils le refusent, le paiement sera annulé. Lorsqu'une demande de réservation est refusée par le propriétaire ou que la demande expire faute de réponse du propriétaire dans les 24 heures, nous demandons instantanément à votre banque de lever la retenue sur le paiement. Chaque fois qu'un propriétaire refuse une demande de réservation, ou qu'il ne répond pas dans les 24 heures, son compte est pénalisé et s'il refuse plusieurs demandes, son compte sera suspendu, il est donc dans son intérêt d'accepter la demande, et comme vous l'avez dit, s'ils répertorient la propriété, ils devraient pouvoir l'accepter. Parfois, leur calendrier peut ne pas être à jour ou leur propriété peut être temporairement indisponible, mais il est de leur responsabilité de s'assurer que les informations de leur annonce sont toujours à jour. Il peut y avoir diverses raisons pour lesquelles un propriétaire désactive sa propriété. Nous sommes désolés si dans ce cas, le propriétaire a fait cela sans répondre à votre demande de réservation.
Une fois en ligne, vous avez deux options : soit envoyer un message au propriétaire pour toute question que vous pourriez avoir, soit soumettre une demande de réservation. La différence entre les deux est que si vous choisissez de leur envoyer un message, aucune carte de crédit n’est requise. Si le propriétaire répond ensuite à votre message et que vous souhaitez toujours procéder à votre réservation, vous pouvez lui envoyer une demande de réservation. Les coordonnées du propriétaire sont masquées jusqu'à ce que la réservation soit confirmée et que le paiement final soit effectué. Ceci est fait pour des raisons de sécurité et pour protéger le voyageur. L'un des avantages de la réservation d'une location de vacances via Flipkey ou n'importe quel site Tripadvisor est notre protection des paiements. Veuillez cliquer sur ce lien pour consulter les conditions complètes de la politique de protection des paiements, https://www.tripadvisor.fr/pages/payment_protection_terms_and_conditions.html Merci beaucoup! Michaelle - Tripadvisor Rentals Assistance

Resposta da Holidaylettings

Actualizada a 24/02/2024

Hi Simon and thanks for your review about your recent stay. We're sorry to hear that you experienced issues with your booking, and we understand this was upsetting. According to our records, the owner made a few attempts to try and address the issues at the property as best they could with you, including providing alternative properties to stay, but their options did not meet your needs, and you decided not to keep the booking. Our dedicated 24hr customer service team was able to find you another place to stay in the area for you and your family the same day to stay. In addition, you were issued a full refund of what you paid for your booking even though the cleanliness issues raised were not covered under the Payment Protection Policy, but our team and the owner cared about your experience and resolved the matter by returning your payment in full to you. For anything outside the booking contract that is between you and the owner and not Tripadvisor, we rely on travelers to purchase travel insurance to cover anything additional not mentioned in our Payment Protection Policy. We will always try to help mediate between parties to reach a mutual agreement when an issue is raised that is not always covered, which our team did in your case. We regret the outcome was not what you preferred, but we appreciate sharing your feedback. Many thanks! Sylvia - Tripadvisor Rentals Support

Resposta da Holidaylettings

18/02/2024

Hi Helen, thanks for taking the time to leave us a review. We are sorry that you are facing a 403 Forbidden error in NGINX, and that you had difficulties finding our contact page on our website. We understand how frustrating this is, and time-consuming. Thank you for reporting this error, our engineers were informed. About the 403 error we recommend disconnecting your device from your Wi-Fi, if applicable, and please try logging in using data instead, as it may solve the issue. Also, clearing your browsing history is another troubleshooting step we suggest. If the issue persists, please contact us via this link https://t.co/Ez39ygj58U, so we can gather more information, pass the security questions, and help you access your account. Many thanks - Oliver - Tripadvisor Rentals Support

Resposta da Holidaylettings

14/02/2024

Hi Nikki and thanks for your review about a host at a property you stayed. We're sorry to hear that you experienced issues at the property and the host was not helpful, and we understand this experience was disappointing. We're unable to find a booking registered under your name to contact you to discuss your experience and see if there is anything we can do to mediate with the host on your behalf to address the issues raised and reach some kind of mutual resolution to help improve the state of your stay. If you haven't already raised a complaint with our team, and you are the registered guest of the booking, please call us at +442037015369 or fill out the Contact Us form (https://bit.ly/2WV1JxK) on the website for us to step in and help. In addition, please keep in mind that after your stay, you're invited to leave a review to share your experience with travelers on the owner's listing. If you did not receive the review link to leave a review on the listing itself, you can go to our website on Holidaylettings.com to locate the listing and click "Write a Review." Thanks again for your feedback! Sylvia - Tripadvisor Rentals Support

Resposta da Holidaylettings

14/02/2024

Hi Anne and thanks for your review. We're sorry to hear that you had issues confirming a property on our website with the owners; we understand this was disappointing. This isn't the type of behavior we expect from our owners, and try to encourage them to make sure their rates and availability are up-to-date to avoid negative booking experiences with guests. Anytime, an owner declines a booking request their account performance is penalized which can cause their listing to be lower in search results, not receive the certificate of excellence award, the account can be suspended or closed if they have too many rejections. In the future, if you are concerned about having your card pre-authorized while waiting for confirmation, you can send an inquiry instead by clicking "contact the owner" on the listing page, this way you can message more than one owner about your travel dates and interest to book before any payment. If they accept, they can send you a quote to then review and secure the property with payment. You can also call our 24hr reservations team as well to call owners directly to confirm availability at +442037015387. Thanks again for your feedback! Sylvia - Tripadvisor Rentals Support

Resposta da Holidaylettings

6/02/2024

Hi there, and thanks for your review about finding properties using our search tools. We're sorry to hear that you had issues with finding a property that meets your needs, and we understand this can be frustrating. We have to respond to changing consumer needs, so we’re constantly evolving the way our searches work to help guests save time in finding a place. Our search engine works intelligently, displaying listings that match what you are searching for, and if we have limited or no inventory it will suggest other options that may not have everything that is selected for your search results. If you’ve run a search and can't find your property, simply check that the filters in the search results (e.g. the property type or number of bedrooms) match what you want, then clear any default filters that don’t. If you need help finding a property, you can also call our 24-hr reservations team for direct assistance at either +1-844-242-3777 or +442037015387. Our team can contact the owner's directly to answer any of your questions and secure a booking with Payment Protection. Thanks again for your feedback! Sylvia - Tripadvisor Rentals Support

Resposta da Holidaylettings

29/01/2024

Hi Mr & Mrs Marsh, thanks for taking the time to leave a review. We are sorry to learn that the property booked for six consecutive weeks didn’t meet your expectations. We understand that once you reported the maintenance and cleanliness issues encountered at the property, the owner ended up fully refunding you for your stay, instead of taking care of the maintenance and cleanliness issues. One of the benefits of booking a Vacation Rental through Tripadvisor is our Payment Protection which is offered to travelers who book through our platform. Our Payment Protection is in place to protect travelers in case of misrepresentation with the property or denied access to the property. We consider a property to be misrepresented if there are material differences compared to what was advertised. Unfortunately, Payment Protection does not apply if you make a claim based on cleanliness and maintenance issues with amenities or services. Additionally, travelers have to call us on their scheduled arrival date, to be covered by our Payment Protection. About your booking, because we weren’t contacted on your scheduled arrival date, and because the property wasn’t misrepresented, your booking is not covered by Payment Protection. About our booking fee, this fee is non-refundable as it helps us run our secure platform, and provide you with 24-hour customer support. This fee is refundable when you are covered by the Payment Protection, you have denied access to the property, or the property is misrepresented. Many thanks! Oliver- Tripadvisor Rentals Support

Resposta da Holidaylettings

29/01/2024

Hi Tony, thanks for taking the time to leave a review. We are sorry to learn that once you had secured your booking and made payment on our platform, the owner reached out and requested payment via Zelle. You had selected that property for a reason and well in advance due to the high-demand area. Once you reported the issue as all payments are to be made on our website, after looking into it, the owner’s account was terminated indefinitely. We understand that by then other rental properties were more expensive. We understand how disappointed you are and we are sorry about this experience.
One of the benefits of booking a Vacation Rental through HolidayLettings is our Payment Protection, which is offered to travelers who book through our platform. We collect the traveler’s funds and keep them until the day after their scheduled check-in date. In case there are any issues with a booking, the funds are still safe with us until the day after a scheduled check-in date. With our Payment Protection, we fully refund any traveler who has their booking canceled, like it happened in your case, or has been denied access to the property, or the property is misrepresented; however, no compensation is offered to travelers. Any compensation will need to be requested from the owner. This is because when a traveler books a vacation rental, the booking contract is between the traveler and the owner. Also, please rest assured that once your booking was canceled, we processed a full refund back to your original method of payment, just as our Payment Protection terms state we would do. We also attempted to help you in securing alternative vacation rental lodging in the area, however, due to the availability we were showing on our platform for your travel dates specific travel criteria and your travel criteria, we didn’t have any alternative for you for your desired location. We are sorry about this, as we can only offer you what other owners list available on our websites. Many thanks! Oliver- Tripadvisor Rentals Support

Resposta da Holidaylettings

Actualizada a 20/01/2024

Hello Atessa and thanks for your review about your booking. We're sorry to hear that you had issues with getting a full refund after receiving confirmation from the owner that the property was no longer available, and we understand this was disappointing. According to our records, the owner contacted our team and confirmed the cancellation was due to their end since their availability wasn't up-to-date and a full refund was processed to your card. It can take up to 10 days or less for the funds to appear in your account, unless you used PayPal it takes 48 hrs. Please note that despite the booking being made on our website, Tripadvisor doesn't own, manage or operate the listings, it's managed by the owners and property managers. If you're concerned about having authorizations on your card for reservations that can be canceled due to errors w/prices or availability, we recommend sending an inquiry instead of a booking request so that the owner can review the dates and prices before any payment is provided and send you a quote to review and then add the payment to secure the booking then. To create an inquiry, instead of a booking request, click "send message" on the listing. If you have any further questions or would like our help making a booking where we can call the owners for you, please call our reservations team at +1-844-242-3777. Thank again for your feedback! Sylvia - Tripadvisor Rentals Support

Resposta da Holidaylettings

20/01/2024

Hello James and thank you for your review. We're sorry to hear that there were issues with your initial booking request not being accepted due to the owner having issues with their account being allegedly hacked, causing the request to expire and blocking the dates as unavailable. We understand this created confusion and frustration, but we can see that the matter was resolved with our team, as you could rebook. Please note, that our systems will automatically block dates on the owner's calendar if a booking request is not manually accepted by the owner clicking the "accept" button within 24 hrs of the request being made, or if they click to reject. If the owner replies to your request by sending an email message to confirm the booking, they still need to make sure to click "accept" to confirm the booking. If this isn't done, the system will cancel the request and issue the pre-authorized funds back to the card, which happened in this case. In the future, if you're booking vacation rentals and concerned about having authorizations on your card while waiting for confirmations, we recommend sending an inquiry instead by clicking "send message" on the listing. This way you can message one or more owners about your interests and questions without adding payment to confirm dates and rates. Owners can then send you a quote for you to review and provide payment to secure the booking with immediate confirmation. We understand that calling our 24 hr team can be expensive if your phone provider doesn't cover calls for a specific area which is why we have multiple numbers for customers to call us from US, France, Spain, UK or Italian or German lines and have the online "contact us" form to reach us as well via email. We do not have lines for the Netherlands, but will add feedback to our product team for future consideration. Please reach out to us using the online form if you need a specific number to reach us, or have us call you instead. Thank again for your feedback and booking with Tripadvisor! Sylvia - Tripadvisor Rentals Support

Resposta da Holidaylettings

7/01/2024

Hi Janet, thanks for taking the time to leave us a review. We're sorry to hear about your experience during your stay. We can imagine your disappointment with your stay from reading this review. One of the benefits of booking a Vacation Rental through HolidayLettings is our Payment Protection, which is offered to travelers who book through our platform. Our Payment Protection is in place to protect travelers in case of misrepresentation with the property or denied access to the property. We consider a property to be misrepresented if there are material differences or defects compared to what was advertised. Payment Protection does not apply if the traveler makes a claim based on maintenance issues with amenities or services. All travelers to be eligible for Payment Protection have to contact us via phone on their scheduled arrival date. When looking into your reservation, we show that this is your first time reporting the issues. We welcome all travellers to contact us during their stay if they need any assistance in resolving any issues, even if they are not covered by our Payment Protection. In these instances, we work as a mediator between the traveller and the owner to resolve any issues, when possible. We show that you were also the first customer to stay at this property via HolidayLettings. We will reach out to the owner with the information you provided within your review, which is most helpful. If you’d like to share your comments with other travelers about your stay at that specific letting, we welcome you to leave a review on the listing itself so that future travelers can read your review about your experience at that property, and with that owner. You can do so by clicking on this link https://shorturl.at/dJ346. Once you click on the link, please scroll down to the Review section and click on “Write a review.” Many thanks – Oliver - TripAdvisor Rentals Support