Holidaylettings Opiniões 

Resposta da Holidaylettings

31/12/2023

Bonjour Pauline, merci d'avoir pris le temps de nous laisser un avis. Nous vous écrivons en utilisant Google Translate. Nous sommes désolés d'apprendre que votre réservation BR29767315 n'a pas été honorée par le propriétaire, qui, le jour de votre arrivée à Turin, vous a laissé bloqué sans endroit où séjourner et sans aucun préavis. Nous comprenons que le propriétaire vous a informé qu'il y avait une double réservation. Une fois que vous nous avez contacté par chat, nous avons immédiatement tenté de contacter le propriétaire, mais il n'a répondu ni à nos appels ni à nos e-mails. Nous pouvons imaginer votre déception et votre frustration car les autres options étaient plus chères en raison de la même date d’enregistrement et, comme vous l’avez souligné, ces nuits étaient parmi les plus chères à réserver en raison des vacances du Nouvel An. Vous aviez choisi cette propriété pour une bonne raison. Lorsqu'un voyageur réserve une location de vacances sur notre site Web, nous collectons les fonds du voyageur et les conservons jusqu'au lendemain de la date d'arrivée prévue. En cas de problème à l'arrivée, les fonds sont toujours en sécurité chez nous. Comme vous nous avez contacté à la date d'arrivée prévue, nous avons pu bloquer le paiement au propriétaire et vous avez été entièrement remboursé. Grâce à notre protection des paiements, nous remboursons intégralement tout voyageur dont la réservation a été annulée, qui s'est vu refuser l'accès à la propriété ou qui a fait une fausse déclaration ; cependant, aucune compensation n'est offerte aux voyageurs. Toute compensation devra être demandée au propriétaire. En effet, lorsqu'un voyageur réserve une location de vacances, le contrat de réservation est entre le voyageur et le propriétaire. Soyez assuré qu'une fois que l'accès à la propriété en location vous a été refusé, nous avons examiné l'historique des réservations de ce propriétaire. Nous avons attendu qu'ils nous disent ce qui n'allait pas avec votre réservation, mais le propriétaire n'est jamais revenu vers nous. En raison du fait que le propriétaire vous a amené à Turin sans logement et en raison de son manque de réponse, nous avons maintenant supprimé toutes ses annonces de tous nos sites Web et son compte a été résilié pour une durée indéterminée. Nous ne savons pas pourquoi ils ont accepté votre demande de réservation quelques jours auparavant et ont ensuite agi de cette façon. Cependant, nous veillons à ce que ce qui vous est arrivé ne se reproduise pas aux autres voyageurs. Malheureusement, lorsque vous nous avez appelé, seule notre ligne anglaise était ouverte, car la ligne française, ainsi que toutes les autres lignes linguistiques, sont fermées pendant le week-end. Nous sommes heureux que vous ayez pu nous contacter par chat et nous sommes désolés de ne plus avoir d'autre location de vacances disponible pour vos dates de voyage. Concernant votre remboursement complet, le traitement prend généralement 3 à 5 jours ouvrables ; cependant, le 1er janvier étant un jour férié, ce remboursement peut être retardé d'un jour supplémentaire. De plus, votre réservation comportait une caution de 98 euros. Vous devez également vous attendre à ce remboursement dans un délai de 3 à 5 jours ouvrables ; cela apparaîtra simplement dans votre relevé en tant que transaction distincte. Merci beaucoup! Oliver - Assistance Locations Tripadvisor

Resposta da Holidaylettings

20/12/2023

Hi Giorgi, thanks for taking the time to leave us a review. We’re sorry to hear about your booking BR29751193 being canceled. We understand the owner canceled your booking scheduled to start on December 30th, and that originally before canceling your booking they sent you a booking amendment, which you declined. We can imagine your disappointment and frustration as other options are now more expensive due to the close check-in. You had selected that property for a good reason. When an owner sends a booking amendment to their guests, if the guest doesn’t action it, for example, because they missed the booking amendment email notification, the dates will revert back to the original dates. Dates on a booking can’t be modified unless the guest accepts the changes online. Also, when booking a vacation rental on our platform travelers are covered by our Payment Protection. We collect the traveler’s funds and we keep them until the day after their scheduled check-in date. In case there are any issues upon arrival, the funds are still safe with us. With our Payment Protection, we fully refund any traveler who has their booking canceled, 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. Please rest assured, that once the owner canceled your booking, we instantly processed a full refund back to your original method of payment, just as our Payment Protection terms state we would do. We also attempted searching for other vacation rentals in the area and we also sent you some hotel options, however, we understand how pricing is higher and availability is extremely limited for your dates. As far as the listing you had reserved, thank you for pointing out that it’s still bookable online. Currently, the case is still being worked on by our agents. Many thanks! Oliver - Tripadvisor Rentals Support

Resposta da Holidaylettings

20/12/2023

Hi Luke, thanks for taking the time to leave us a review. We're sorry to hear about your experience with the owner after the owner accepted your booking request. Once you contacted us asking for assistance with your reservation we were still working on your case, after you had shared with us the conversation the owner and you were having outside of our platform, when you proceeded and raised a chargeback on your booking you had cancelled, instead of waiting for us to come back to you. We understand how upset you must have been, however, by raising a chargeback this booking refund will now be dealt with by our Chargeback team and the PayPal Chargeback team. We have notified our Chargeback team to please expedite this process for your cancelled booking on our end, but please understand that when it comes to chargebacks, these processes can take about 90 days to be fully resolved by PayPal or the credit card provider. Many thanks – Oliver - Tripadvisor Rentals Support

Resposta da Holidaylettings

12/12/2023

Hi Susan, thanks for taking the time to leave us a review. We're sorry to hear that renters have zero protection when there are problems. We understand that the property you booked didn’t meet your expectations. 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 or defects compared to what was advertised. Unfortunately, Payment Protection does not apply if you make a claim based on maintenance issues with amenities or services. Additionally, Payment Protection no longer applies on a booking if the guest stays at the property overnight, and doesn’t contact us on their scheduled arrival date. We provide 24/7 customer support, and we are sorry that we weren’t contacted about any of the issues you were experiencing with the owner and the property before your arrival and on your arrival. Unless we are contacted before or on a booking scheduled arrival date, we can only help mediate any issues between the parties, as the owner already has the funds for the reservation and any refund offered will be at the owner’s sole discretion. The owner offered you a full refund if you were going to vacate the property. We are sorry that you weren’t able to find any accommodation that met your requirements and decided to continue your stay. If you’d like to share your comments with other travelers about your stay, we welcome you to leave a review on the listing itself, so that future travelers can read your comments about your experience there. You can do so, by clicking on this link https://shorturl.at/ghuGH. Once you are on this web page, simply scroll down to the Review section and click on “Write a review”. Many thanks – Oliver – Tripadvisor Rentals Support

Resposta da Holidaylettings

20/11/2023

Hi Jean, thanks for taking the time to leave us a review. We‘re sorry to hear that the automated balance payment came to you as a surprise. We understand your frustration, as having any amount of money taken from an account when it’s not expected can cause severe problems. When booking a vacation rental on our website, once the traveller is on the check-out page, they will see the price breakdown. There it shows the total amount for the booking, the due now amount, and when the balance is due. Right underneath when the balance is due it says “*We’ll automatically charge the balance payment on____”. Additionally, once a traveller has a confirmed booking, on their Manage My Booking page it shows on the top of the page, highlighted and circled “You need to pay your balance (booking reference). To secure your holiday, pay your remaining balance in the next ___days. Your card ending ____ will be charged on ____.” About what date the payment will be collected, this information is also shown on the right side of your booking page in the "Price Summary" section on your account. We hope this has clarified any confusion, and thanks for booking with us. Many thanks! Oliver- Tripadvisor Rentals Support

Resposta da Holidaylettings

21/11/2023

Hi Debbie, thanks for taking the time to leave us a review. We‘re sorry to hear about your booking being cancelled. We understand your frustration, as you not only had booked with plenty of advance notice, but also for the property manager to inform you that your dates weren’t available anymore and that they had stopped letting this property was not ok. We understand that once you were refunded for your booking, your bank charged you a significant currency conversion fee. Thank you for speaking with us today about your booking. As a goodwill gesture, we are refunding you the currency charges you incurred, because of the property manager’s fault. Please accept our apologies if this is taking longer than it should have. Please let us address the issue about the currency conversion, hoping that this information will be helpful in the future. The currency your booking is charged in depends on the currency the owner has chosen to receive payments in. Rates, currency, availability, and cancellation terms are all managed by the property manager, or the owner, whom you are entering into a booking contract with. To make comparing prices easier for you, the website may show you the booking price in your local currency. Once you’ve decided which rental you’d like to book and you’re on the payment page, you’ll see the full price in the currency in which you will be charged. Our platform doesn’t charge any fees for currency conversion. However, your bank or credit card might, as it happened here. We suggest checking with your chosen payment method (ex. credit/debit card) if they charge any fees for transactions in a foreign currency. Also, this is good information to know before travelling in a foreign country to avoid displeasing surprises upon your return home. About the property manager's comments about not being aware of your booking and the fact that they no longer manage the letting you booked, we are in communication with them to have the listing no longer being advertised on our websites. This property manager is only advertising this listing once, and we have deactivated the listing while we are in contact with them. We are sorry if they experienced a technical issue, and for that reason, your booking needed to be cancelled. If they were no longer letting the property, it should have not been online in the first place. About this goodwill gesture, we received your email today. Please look forward to an email from us in the next day, or so, with a status update on the outgoing transfer. Many thanks! Oliver- Tripadvisor Rentals Support

Resposta da Holidaylettings

16/11/2023

Hello Thomas, thanks for taking the time to leave us a review and for speaking with us this evening. We're sorry about the instructions you were provided with about the calendar and your seasonal rates set up. Also, thank you very much for your valuable feedback on our website and our search results. We've already informed our engineers about the search result suggestion you made. Please reach out if you have any additional questions. Our customer support team is available 24/7 via phone and via chat. Many thanks – Oliver - Tripadvisor Rentals Support

Resposta da Holidaylettings

7/11/2023

Hi John and thanks for your review about the communication issues . We're sorry to hear that you experienced issues with responses from our team and understand it has been a disappointing experience. When you contact HL through the "contact us" form the system will send an auto generated response and close the case if no reply is made following the auto generated email is how the system is supposed to work. If there is a reply following the auto-generated response that the email sent doesn't answer or address your concerns then it will be forwarded to our customer service team who will try to respond to inquiries within 24 hours by phone or personal email unless the issue is something more complex and involves them transferring or communicating to another department for further investigation, there can be a delay depending on the complexity of the issue. As we talked about over the phone today, our team has been working to address your concerns these past few days to determine if there was any security breach or if the email address is auto generated from the website when you reply on our website to protect the owner's contact details since these details are not shared until the balance has been fully paid for the security and protection of our guests and owners. We have set expectations to stay in contact with you every few days to keep you informed about your case whether any updates to share or not so that you are confident our team is working to address the matter as urgently as possible. We appreciate your feedback to help us improve our services. Many thanks! Sylvia - Tripadvisor Rentals Support

Resposta da Holidaylettings

7/11/2023

Hi Randhawa, Thank you for your review about the cancelation of your booking. We're sorry to hear that the owner canceled your booking due to the rates not being correct, and we understand this was upsetting. Rate changes can happen on rare occasions if the owner realizes that they don't have updated rates on their calendar for the season or the year. This is why we have our Payment Protection Policy to protect our travelers in case of an owner cancelation, denied access, or misrepresentation, they receive a 100% refund of what they paid for their booking. Our policy doesn't cover any additional expenses since we rely on travelers to purchase traveler insurance to cover anything not mentioned in the policy and the booking contract is between you and the owner despite the booking being made on our website. We do not own, manage, or operate the listings. We 're merely a venue allowing travelers to view properties, communicate with owners in respect of any queries or questions, and/or facilitate the conclusion of a rental agreement and payments. Owners are required to keep their listings up to date, including their rates. They're penalized when booking requests are not accepted or bookings are canceled by them, which affects their account performance, including ad placement on search platforms, account suspension or closure, and not receiving the Tripadvisor Certificate of Excellence to help encourage owners to avoid cancelations. If you need help finding an alternative or would like us to see if the owner still has availability and updates their rates for a rebook, please call us at +442037015387. Many thanks! Sylvia - Tripadvisor Rentals Support

Resposta da Holidaylettings

7/11/2023

Hi Mrs. Berry, and thanks for your feedback about your experience with a booking at the Barn Mayfield property. We're sorry to hear that the outcome of your complaint about cleanliness and maintenance issues at the barn didn't resolve as expected, and we understand this was upsetting. Please note that our Payment Protection Policy doesn't apply if you make a claim based on the following; the cleanliness of the rental, minor differences in the location of the rental, the availability of local attractions, maintenance issues with amenities, or availability of services. Misrepresentation also doesn't apply to the above. If your complaint is not covered under the policy even if you decide not to stay in the property and leave, our team cannot guarantee a refund unless the owner agrees to waive their cancelation policy to issue a full or partial refund as a gesture of goodwill since the contract is between you and the owner, not Tripadvisor despite the booking being made on our website. We are merely a venue allowing travelers to view properties, communicate with owners in respect of any queries or questions, and/or facilitate the conclusion of a rental agreement and payments. We're not able to override the owner and deny them any funds if the Payment Protection Policy doesn't apply. Furthermore, we can only mediate in hopes we can reach a mutual agreement which happened in your case, but no agreement could be reached after multiple attempts. We always recommend travelers before considering early check out or cancelation provide the owner an opportunity to address the issues in a reasonable time frame or reach an agreement about the funds. Many Thanks! Sylvia - Tripadvisor Rentals Support

Resposta da Holidaylettings

7/11/2023

Hi Andrew and thanks for your review about the cancelation of a booking. We're sorry to hear that you had to cancel your booking and understand this was disappointing. Please note that when you confirm a booking with payment, you accept the cancelation policy and terms which clearly state the booking fee is non-refundable unless the owner cancels your booking from their end which triggers an automatic full refund to the guest, or you cancel the booking within 24 hours after making your booking pending your arrival is 60 days or more out. If you cancel the booking as a traveler cancelation, the system will initiate a refund in accordance to the cancelation policy and terms you agreed to, unless the owner initiates a refund from their account following your cancelation. Owners can only generate a refund up to their payout amount, excluding the booking fee. If the owner has not initiated a refund and guests contact us about refund waivers from owners, we may ask for proof if the conversation is not visible on the website. If the owner's listing advertised it allowed pets when you booked, and they asked you to cancel, you may be entitled to the booking fee refund due to cancelation for the owner's error, but if the listing didn't mention it allowed pets, and you confirmed payment without checking beforehand then the booking fee would not be refundable in this case as this would be considered a traveler cancelation. If you would like us to investigate your cancelation further, please call us at +442037015369. Many thanks! Sylvia - Tripadvisor Rentals Support

Resposta da Holidaylettings

7/11/2023

Hi Tanisha and thanks for your review about the booking request process. We're sorry to hear that you had issues with securing a property and understand your experience was frustrating. Please note that despite the booking being made on our website, we don't own, manage, or operate the listings on our websites. Owners are responsible for making sure their availability, rates, and property details are up to date to avoid creating negative booking experiences with guests and penalties to their accounts for declining requests or canceling bookings. We are merely a venue allowing travelers to view properties, communicate with owners in respect of any queries or questions, and/or facilitate the conclusion of a rental agreement and payments. However, we do have our Payment Protection Policy that guarantees travelers a 100% refund if the owner cancels the booking or declines their request which can take up to 10 days or less for funds to appear on account depending on the payment method used. The policy does not cover additional expenses from third-party credit card companies for exchange rates or foreign transaction fees, since we rely on travelers to select a payment method that has the best benefits for international payments. If you have been charged a fee by your payment method, we recommend contacting your card's customer service team to see if they are willing to waive the fee as a gesture of goodwill. If you're concerned about having multiple authorizations or charges on your card while waiting for owner confirmations, you can send a booking inquiry instead of a booking request by clicking "send message" on the listing. This way you can reach out to one or more owners with your booking dates and interests with no payment. If the owner has availability and no issues they can reply with a quote for you to then secure the booking with payment to confirm your reservation. If you have any questions, please call us at +442037015369. Thanks again for your feedback! Sylvia - Tripadvisor Rentals Support