Holidaylettings Opiniões 

Resposta da Holidaylettings

18/09/2023

Hi Susan, thanks for taking the time to leave a review. We’re sorry to hear that you founded impossible to contact us in order to rearrange the dates on your booking. We show your booking is now cancelled. We’re sorry about this. We understand that you wanted to postpone your travel. We provide 24/7 customer service assistance, and we can be reached via phone and via our website. We're sorry if you weren't able to find it on our website, This is the link to contact us https://rentalsupport.tripadvisor.com/contact_form?l=en_GB. If you need further assistance with your upcoming travel plans, please contact us via the above link, so we can gather more information and help you, or please call us on +442037524669. Many thanks – Oliver - Tripadvisor Rentals Support

Resposta da Holidaylettings

17/09/2023

Hi Sophie, thanks for taking the time to leave us a review. We’re sorry to hear about your booking BR29721699 being canceled. We understand the owner canceled your booking with a message just stating the property was sold. 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 reason. Please rest assured, that once the owner canceled your reservation, we instantly processed a full refund back to your original method of payment. Refunds may take 3 to 5 business days before they reach your account. When booking a vacation rental on our platform any traveler is covered by our Payment Protection. We collect the funds and we keep them until the day after the scheduled check-in date. In case there are any issues upon arrival, the funds are still safe. With our Payment Protection, the guest is fully refunded in case of cancelation, denied access, or misrepresentation of the listing. Thanks to our Payment Protection, the guest will be fully refunded, however, any additional form of compensation will need to be requested from the owner. When booking a vacation rental, the booking contract is between the traveler and the owner. A few alternatives were sent to you and you have a pending quote. This quote expires next Friday, however, please keep in mind that your dates are not holding, and at any time those dates may be booked by someone else. Also, the property offered is usually only bookable for 30 nights minimum. We see that you asked the owner to call you. Please understand that in order to offer Payment Protection to travelers, the owner and traveler’s contact details are hidden until a booking is confirmed and fully paid. The owner who sent you the quote, BR29728508, started advertising their vacation rental on our platform just last month, and you would be their first booking on our platform. If you need additional assistance with this quote, we can be reached at +1-877-354-7539. Many thanks! Oliver- Tripadvisor Rentals Support

Resposta da Holidaylettings

17/09/2023

Hi Renee, thanks for taking the time to leave us a review. We’re sorry to hear about your booking BR29727150 being canceled. We understand the owner messaged you that the property was double booked and asked you to cancel the reservation. We understand your surprise, disappointment, and frustration. You had selected that property for a reason and had already started your travel arrangements. When owners advertise their vacation rentals online, they are responsible for keeping their calendar and pricing up to date. Owners can sync their calendars with other platforms like VRBO. In this case, we’re sorry that this owner not only wasn’t able to honor your booking, but they also asked you to cancel the reservation, when it should have been the owner canceling and not. Thank you for contacting us about this booking already. I can see that a full refund was correctly processed back to your original method of payment. Refunds may take 3 to 5 business days before they reach your account. When booking a vacation rental on our platform any traveler is covered by our Payment Protection. We collect the funds, and we keep them until the day after the scheduled check-in date. In case there are any issues upon arrival, the funds are still safe with us. With our Payment Protection, the guest is fully refunded in case of cancelation, denied access, or misrepresentation of the listing. I searched for alternative vacation rentals in the area, however, due to the party size and close check-in date we are not showing any more vacation rentals available for the originally requested dates. If you’re flexible with your travel dates and are needing additional assistance, please call us at +1-877-354-7539. Many thanks! Oliver- Tripadvisor Rentals Support

Resposta da Holidaylettings

10/09/2023

Hi Andrew, thanks for taking the time to leave us a review. We‘re sorry to hear that once you booked your vacation rental for next summer on the island of Corfu, the owner messaged you advising that the rates for summer 2024 still weren’t updated, and regardless of their rates, they were already fully booked for that period requested. We can see how the owner asked you to cancel your booking. We also can see how the owner tried blaming HolidayLettings for the incorrect pricing. When searching for a vacation rental on our website, every listing price and availability is set up by their owners. Owners control how far in advance their listing can be booked and all the different seasonal rates. In this case, the owner has to cancel your booking since they are the ones that can’t honour it, and not the other way around. We are very sorry for this inconvenience. All you were doing was being proactive. Please rest assured, your booking is now cancelled. You’re being fully refunded as well. Refunds usually can take up to 3-7 working days. Thanks again for contacting us right away, instead of cancelling this booking. If you were to cancel this booking, then you would have been subject to the owner’s cancellation terms as well. We are sending you some alternative properties in the area hoping they are a good match for you. We’re also reaching out to this owner about their listing, to ensure that this doesn’t happen again to other travellers. When a traveller is interested in reserving a vacation rental through our website, they have two options. They can either send an enquiry asking all the questions they may have, or they can immediately send a booking request. If the traveller sends an enquiry first, no payment is required. Only when sending a booking request payment is required. Please note, that all the alternatives we are emailing you are subject to instant booking, just like the property you booked. Instant booking means that any booking request will be automatically accepted. To avoid a similar situation from happening again, we welcome you to send an enquiry first since you are booking so far in advance. Many thanks! Oliver- Tripadvisor Rentals Support

Resposta da Holidaylettings

7/09/2023

Hi Philip, I'm sorry to hear about your experience at the apartment. I completely understand your frustration. We reached out to the property managers to ensure that your complaint was addressed promptly. It's disappointing to hear that your complaints were not addressed promptly and accurately by the agency responsible for managing the property. Again, I'm sorry for the unpleasant experience you had, and I hope your future travel accommodations are significantly better and meet your expectations. Many thanks, Alma. Tripadvisor Rentals Support.

Resposta da Holidaylettings

3/09/2023

Hi Ta Deo, thanks for taking the time to leave us a review. We‘re sorry to hear about your booking request. We understand your frustration, and we’re here to help you. When searching for a vacation rental on our website, every listing price and availability is set up by their owners. When a traveller is interested in reserving a property, they can either send an enquiry to an owner, where no payment details are required, or they can send a booking request through our website. The owner will then verify the details of the request, and they will either accept the request or not. Only when a booking request is accepted by an owner, then they’re in a binding rental agreement with their guest. In your case, we can see the owner had not set up their availability rules correctly, and we’re sorry that your booking request wasn’t accepted. Once a request expires or is declined by an owner, the pre-authorization on the credit card used is automatically released, and it can take up to 10 working days for the funds to be available again for the traveller to use. We are sorry about this, as we have no control over the funds once the pre-authorization is released, which is done the moment the booking request is declined, or expires. Most times these funds are available within hours or days, but they can take up to 10 working days depending on the method of payment used by the traveller. Usually, PayPal is the fastest way to have the funds available again for use. This applies anytime a pre-authorization is released. All payment terms are available on the check-out page for all travellers. Many thanks! Oliver- Tripadvisor Rentals Support

Resposta da Holidaylettings

18/08/2023

Salut Boutida, merci pour vos commentaires sur le remboursement d'une réservation. Nous sommes désolés d'apprendre que vous rencontrez des problèmes avec votre remboursement et comprenons que cela est préoccupant. Nous pouvons voir que vous avez annulé votre réservation et que la politique d'annulation et les conditions que vous avez acceptées s'appliquent. Cependant, à cette occasion, le propriétaire a décidé de renoncer à ses frais d'annulation et de vous rembourser le montant total de son versement hors frais de réservation. Le montant du remboursement du propriétaire vous a déjà été envoyé. Selon votre mode de paiement, le remboursement peut prendre jusqu'à 10 jours ouvrés pour vous parvenir sauf si vous avez utilisé Paypal qui prend 48 heures. Veuillez noter que conformément à la politique d'annulation, nos frais de réservation ne sont pas remboursables. De plus, si votre remboursement est émis dans une devise différente, votre fournisseur de paiement peut vous facturer des frais de conversion. Nous ne pouvons pas vous rembourser cela. Veuillez consulter Gérer ma réservation pour consulter la politique. Nous sommes désolés que cette réservation n'ait pas fonctionné, mais nous espérons que vous utiliserez Tripadvisor Rentals à nouveau à l'avenir. Pour toute autre question concernant votre remboursement, veuillez nous appeler au +33 157329583 entre 9h00 et 17h00 du lundi au vendredi. Mant merci ! Sylvia - Assistance Tripadvisor Rentals

Resposta da Holidaylettings

18/08/2023

Hi Jatinder and thanks for your review. We're sorry to hear about your experience at Parkdean Resorts and understand this was upsetting. We were unable to find a vacation rental booking with the details you provided. Holiday Lettings is a website that is for vacation rental bookings only and sounds like your reservation was with a hotel or resort that is not managed by our department. To help address your complaint, please call either our vacation rentals office at +442037015387 or for Tripadvisor hotels and specialty lodging call +442033185019. Many thanks! Sylvia - Tripadvisor Rentals Support

Resposta da Holidaylettings

15/08/2023

Hi Wendy,
Thank you for your valuable feedback on Trustpilot. We apologize for the inconvenience you experienced during the booking process. We understand how frustrating it can be to have your funds tied up and not be able to secure a reservation as expected.
Please allow us to clarify the process. When a customer sends a booking request, the owner of the property has 24 hours to either accept, reject, edit, or respond to the request. During this time, we temporarily block the funds to ensure that the booking can be completed smoothly if accepted. However, in cases where the owner sends back an edited booking request, as in your situation, and you do not accept it within 24 hours, we will promptly release the funds to the original payment method.
Unfortunately, the time it takes for the funds to be returned to your original payment method can take up to 10 days due to the standard processing times of banking institutions. If you require the funds earlier, we suggest getting in touch with your bank to explore any available options they may have to expedite the process.
It’s the owner's responsibility to keep the account updated and to ensure a fair and reliable experience for our customers, we have policies in place to penalize property owners who repeatedly rejected or edit booking requests without accepting them straightforwardly. Such actions result in their listings being downgraded, and in severe cases, their accounts may be suspended altogether.
We are genuinely sorry for the inconvenience and frustration you've encountered, and we deeply regret the negative impression this may have left. Your feedback is valuable to us, and we will continue to work diligently to improve our services and processes.
If you have any further questions or concerns, please do not hesitate to contact us via our form: https://helpcenter.flipkey.com/contact_form. We are committed to assisting you in any way we can and hope to restore your confidence in our services.
Thank you for your understanding and for bringing this matter to our attention. Many thanks - Debora - Tripadvisor Rentals Support

Resposta da Holidaylettings

9/08/2023

Hi Paul, Thanks very much for your message. I am sorry you feel this way. I had a look at your booking request. Please, bear in mind that a booking request is not a confirmed booking, hence you did not pay the deposit. The booking request was waiting to be confirmed by the owner. The owner asked you if you were still interested but you said you were not. Then, she asked you to cancel the request, that way her stats would be not affected. In the future, if you need to cancel a booking request, you can get in touch with us. We can cancel the request on your behalf and avoid the hassle. We are available 24/7 at +442037015369. Many thanks, Alma. Tripadvisor Rentals Support.

Resposta da Holidaylettings

9/08/2023

Hola annnanehotmail.com, gracias por tu mensaje. Lamentamos que quieras cancelar tu reserva.
Accede a Gestionar reservas y selecciona Cancelar reserva en la parte derecha de la página. Te pediremos que indiques el motivo de la cancelación y podrás revisar la política de cancelación y el reembolso correspondiente (si procede) antes de finalizar la cancelación. Se aplicará la política de cancelación del propietario que aceptaste al realizar la reserva. Nuestro sistema procesará automáticamente los reembolsos que te correspondan en un plazo de 24 horas a partir de la cancelación.
También podemos ayudarte a la gestión si nos proporcionas tu referencia de reserva (BR) y tu email.
Muchas gracias.
Alma, Soporte de Tripadvisor Rentals.

Resposta da Holidaylettings

8/08/2023

Hi Julia, Thank you for your valuable feedback on Trustpilot. We're really sorry that your experience with the booked property didn’t meet your expectations. It's frustrating that the place was not up to par and caused you such inconvenience. It's important to mention that property owners are responsible for keeping their places in good shape. If you ever find yourself in a similar situation in the future, please remember that you can get in touch with the owner directly to talk about the issues you're facing. Additionally, you can also reach out to us, and we're more than happy to step in and help mediate between you and the owner.
As we discussed during our phone call today, we kindly request that you share any proof of the problems you encountered at the property, like photos or other information. Even if your vacation is already over, we can still get in touch with the owner and ask them to look into the concerns you brought up.Your feedback is highly valued, and we thank you for bringing these issues to our attention. Many thanks - Debora - Tripadvisor Rentals Support

Resposta da Holidaylettings

8/08/2023

Hi Luisa,
Thanks for taking the time to leave a review. We're sorry to hear that you had issues when trying to book a vacation rental and understand this is disappointing. Unfortunately, we weren't able to find a booking request with the name you provided. The owner has 24 hours to accept or decline a booking request, and it's their responsibility to make sure that the calendar is up to date.
We'd be happy to help you find an alternative. Please feel free to call our reservations team at +442037015387 if you are located in the UK, or +1-617-960-5946 in case you're in the US.
Many thanks - Michaela - Tripadvisor Rentals Support

Resposta da Holidaylettings

7/08/2023

Bonjour Sehvan. Merci pour votre commentaire au sujet de votre réservation annulée par le proprietaire. Je suis désolé qu'il vous ait annulé votre réservation lendemain de sa confirmation, et je comprends votre déception. Comme vous avez fait le paiement sur notre plateforme, vous étiez protégés par la "Protection des Paiements", et avons pu vous rembourser entièrement. Cela peut prendre 3-5 jours ouvrables pour arriver sur votre compte bancaire. Notre équipe du service clientèles a voulu vous aider pour trouver une alternative, mais vous aviez déjà trouvé. Les propriétaires sont responsables de leurs annonces, de leurs prix, de leurs disponibilités et des réservations qu'ils acceptent, et nous leur donnons tous les outils pour paramétrer leurs comptes. Nous allons suivre avec ce proprietaire pour éviter que cela se reproduise. Cordialement, Peter, Service clientèle Tripadvisor Location de Vacances