Holidaylettings Opiniões 

Resposta da Holidaylettings

4/08/2023

Hi and thanks for your feedback about the cancelation of your booking. We're sorry to hear that you had to cancel your booking and understand this is disappointing. If you have canceled your booking for reasons not covered under the Payment Protection Policy or the cancelation policy and terms you agreed to do not qualify for any refund then we recommend speaking to owner to see if they will waive their cancellation policy and allow a full or partial refund since the booking contract is with the owner and not Tripadvisor. If the owner agrees they can initiate a refund request from their account for Triapdvisor to process on their behalf. About the properties listed on our website, we do not own, manage or operate the listings and rely on owners to provide accurate information about their listing including rates and availability to avoid negative bookings experience and travelers to do their part to research the areas the property are located using the listing map and ask the owner questions to make sure it is suited for them before confirming a booking with payment. We can see that the owner already initiated a refund on your booking. If you have questions about your cancelation or the refund, please contact our 24 hour customer service team at +1-877-354-7539.

Resposta da Holidaylettings

3/08/2023

Hi Dalma and thanks for your feedback about a booking request. We're sorry to hear that you've not received a response from the owner about your booking request and understand the concern with the pre-authorized funds. Please note that when you make a booking request on the website, the owner has 24 hours to either accept or reject your request. If the booking request is not accepted or the owner does not respond by the deadline the booking request will automatically cancel and the pre-authorized funds released back to the payment method used on the request which can take up to 10 days or less for the funds to no longer be pending depending on the card used unless you used Paypal takes less time. If you have concerns with authorizations on your card while waiting for booking request to be accepted by owners then we suggest sending inquiries instead. This way you can send more than one inquiry to different owners to check availability and pricing and confirm if they can accept your booking before providing payment. To send inquiries just click "send message" on the listing page to provide your booking request details and questions. Your booking request is still pending acceptance from the owner but is about expire in the next few minutes if the owner does not respond soon. If your booking request cancels and you still need help making a booking please call our reservations team at +442037015387. Our team is happy to help find alternatives. Thanks again for your review! Sylvia - Tripadvisor Rentals Support

Resposta da Holidaylettings

3/08/2023

Bonjour Marina, et merci pour votre message. Je suis désolé que le propriétaire ait annulé votre réservation après l'avoir confirmé, et je comprends votre frustration. Le proprietaire nous a contactés le lendemain de la confirmation de la réservation pour nous signaler aussitôt de son erreur. L'annonce et le proprietaire font bien partie de notre catalogue, et il y a quatre avis.

Nous faisons tout pour que les propriétaires n'annulent pas, en pénalisant leurs comptes. Comme vous avez payé sur notre plateforme, vous étiez couverte par notre "Protection des Paiements", et vous avez été remboursés entièrement. Selon la méthode de paiement que vous avez fait pour faire la réservation, cela peut prendre 3- 5 jours ouvrables pour arriver sur votre compte. Un suivi a été fait avec l'équipe service clientèle, qui a essayé de trouver des annonces qui pourraient vous correspondre. Merci de votre compréhension et d'avoir apporté votre sentiment à notre attention. Cordialement, Peter - Assistance Tripadvisor Locations de Vacances

Resposta da Holidaylettings

2/08/2023

Hi Andrew,
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, 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, if the owner informs us that there is no availability for the requested dates, we promptly release the funds. Maintaining an updated account is the owner's responsibility. 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. To ensure a fair and reliable experience for our customers, we have policies in place to penalize property owners who repeatedly reject booking requests. 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 the contact form:https://helpcenter.flipkey.com/contact_form. We are more than happy to help you find a rental property that matches your interests. Additionally, we can also get in touch with the owners and check availability in advance on your behalf. Thank you for your understanding and for bringing this matter to our attention. Many thanks - Debora - Tripadvisor Rentals Support

Resposta da Holidaylettings

1/08/2023

Hello Srinivas, thank you for your feedback. I'm sorry for your booking experience, and I understand your frustration, as you wanted to have the confirmation as soon as possible. When you send a booking request through our website, the owner or property manager will confirm whether they can accept your booking or not. They have 24 hours to accept it – after that, it expires. No money has been taken from you yet, as your payment is still pending. If the owner or property manager accepts your booking, the payment will then be processed. If they reject it, the payment will be cancelled. It’s that simple!

In either case, we always send you an automatic email to confirm, otherwise you can go to "Manage my booking" on Holiday Lettings.com and enter your email address and booking reference to see your booking request status, and contact the owner.

I am sorry that you didn't find our chat or our phone number on our website. Here is the link for the chat https://rentalsupport.tripadvisor.com/contact_form?l=en_GB, and our phone number for the US is +1-877-354-7539. I'll email you for more details about your booking request. Thank you for your feedback. Feel free to contact us via the channel above. Best wishes, Peter, Tripadvisor Rentals Support

Resposta da Holidaylettings

31/07/2023

Hi Lynn, thanks for taking the time to leave us a review. We‘re sorry to hear that once you messaged the owner with more questions about their cancellation terms, the owner sent you a quote with higher rates, and replied advising that the rates for next summer still needed to be updated. 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 send either an enquiry or a booking request through our website. The owner or property manager will then verify that the dates requested are available and so the pricing, and will either accept the request or not, or will send a quote. Owners do this because they usually advertise their listing on multiple websites and they need to make sure their listing is correctly advertised before proceeding with the request acceptance. Only when a booking request is accepted by the owner, then they’re in a binding rental agreement with their guest and they can’t modify the accepted rental price. In your case, the owner still had not updated their summer 2024 rates. Many thanks! Oliver- Tripadvisor Rentals Support

Resposta da Holidaylettings

26/07/2023

Hi Laura, thanks for taking the time to leave a review. We’re sorry to hear about your booking BR29529291 being cancelled by the owner. We read your conversation with the owner and understand the owner’s calendar didn’t sync and your dates were double booked, even if you confirmed your holiday all way back in January. We can imagine your disappointment and frustration. Please rest assured, the moment the owner cancelled your reservation, we instantly processed a full refund back to your original method of payment. Refunds usually take 3 to 5 business days before they reach the card holder’s account. To help, we've been searching for similar vacation rentals to help you re-book. We show a couple of vacation rental properties still available. We’re going to call you next to share what alternatives we found. Again, we are sorry this owner cancelled your booking with such short notice. Many thanks for letting us know - Oliver- Tripadvisor Rentals Support

Resposta da Holidaylettings

25/07/2023

Hi there Stratton and thanks for your feedback about the issues with confirming the reservation with the property, a Sumptuous and spacious house with an Orchard garden. (10478811). We're sorry to hear the owner could not accept your booking request due to the dates on their calendar were not up to date and understand this was disappointing. Please note that when you make a booking request the platform will pre-authorize an amount for the deposit or the full balance amount to make sure there are enough funds to secure the dates then a request is sent to the owner to either accept or decline within 24 hours. In your case, the owner was unable to accept your booking request and was not too familiar with how to decline so the request expired on its own after the 24-hour deadline releasing the pre-authorized funds back to your payment method. Depending on the payment method you selected to use it can take up to 10 days or less for the funds to no longer be pending. This is something we cannot control and is standard with online transactions. Please note that we do not manage or operate the listings on our website. The owners are responsible for making sure that the availability, rates, and property details are up to date to avoid negative booking experiences. To encourage owners to keep their ads up to date we penalize their account performance if they decline or don't respond to booking requests or have to cancel bookings after accepting. In the future, if booking a vacation rental and are concerned about having authorizations on your card, we recommend sending an inquiry instead of a booking request this way you can reach out to one or more owners and double-check their availability, rates, and have questions answered before adding a payment. To send an inquiry just click "send message" on the listing page. Thanks again for your review! Sylvia - Tripadvisor Rentals Support

Resposta da Holidaylettings

22/07/2023

Thank you for your valuable feedback on Trustpilot. We appreciate your concerns about the payment process for your upcoming booking and the damage deposit policy.

Regarding the payment arrangement, the property owner has specifically chosen to collect 100% of the booking payment at the time of reservation. Therefore, you paid the entire amount of your booking to secure your reservation.

As for the damage deposit, In most cases, you don’t pay a damage deposit upfront. Instead, we save your payment details securely and you’re only charged if the owner reports damage and you accept their claim. We can step in if there are issues resolving this. However, in the case of bookings made more than 365 days in advance, like yours, there are some exceptions where the damage deposit is also collected upfront.

We want to clarify that the cost of the damage deposit is solely determined by the property owner. Factors such as the property's value, amenities, and potential risks are taken into consideration when setting the deposit amount.

We only take the name of the person who makes the booking, if then the property owner requires further names, they will ask for this since the contract is between the owner and traveler.

We value your understanding and feedback, and we are committed to continuously improving our booking process to provide you with the best possible experience.

If you have any more questions or need further assistance, please don't hesitate to contact us via our form:https://helpcenter.flipkey.com/contact_form.

We look forward to making your stay a memorable one.

Many thanks
Debora
TripAdvisor Rentals Support

Resposta da Holidaylettings

21/07/2023

Hi Josh and thanks for your feedback about the price for your booking BR29687719. We're sorry to hear that you had issues with the calculation of the pricing and understand this was upsetting. Please note that the total cost of your rental is always made clear on the website, and the booking fee is not something you pay in addition to the total rental cost. On Holiday Lettings, you can open to view the breakdown of the charges between the owner and the booking fees so that you are aware. The booking fee is not assessed on the damage deposit and owner-specified taxes. The booking fee refers to the proportion of the total rental cost that is retained by Tripadvisor Rentals. It is a fee that is charged to help cover the costs of operating our business, including offering 24/7 customer support, and providing you with a safe and secure payment platform. It varies between 8% and 16%. This is in line with all other major vacation rental companies. If you have any further questions about your booking or need help with something else call us at +442037015387. Thanks again for your review! Sylvia - Tripadvisor Rentals Support

Resposta da Holidaylettings

13/07/2023

Bonjour,
Merci pour votre avis et nous sommes désolés d'apprendre que vous avez eu un problème avec votre réservation. Nous sommes déçus que ce soit votre expérience.
Lorsque vous envoyez une demande de réservation, le propriétaire/gérant dispose de 24 heures pour accepter ou refuser votre demande. La réservation n'est confirmée que lorsque le propriétaire accepte la demande.
Aucune somme d'argent ne sera prélevée sur votre compte à moins que le propriétaire n'accepte la réservation. Vous pouvez voir une pré-autorisation sur votre compte, mais vous ne serez débité que si le propriétaire accepte.
Si le propriétaire accepte la réservation, vous recevrez également un reçu confirmant que votre paiement a été traité.
Si votre demande de réservation a été refusée par le propriétaire, soyez assuré que vous n'avez pas été débité d'un centime.
Lorsqu'une demande de réservation est refusée, nous demandons instantanément à votre banque de vous rembourser le paiement. Soyez assuré qu'aucune somme d'argent n'a été prélevée sur votre compte.
Remarque : votre banque peut mettre jusqu'à 10 jours ouvrables pour cesser de retenir le paiement préautorisé. Veuillez les contacter directement pour plus d'informations.
Nous vous prions de bien vouloir nous contacter via ce lien https://helpcenter.flipkey.com/contact_form. Cela nous permettra de fournir une assistance plus personnalisée concernant votre réservation.
Merci beaucoup - Debora - Assistance Tripadvisor Locations

Resposta da Holidaylettings

3/07/2023

Bonjour Valérie, merci beaucoup pour votre message. Je suis désolé que le propriétaire ait décidé d'annuler votre réservation. Nous vous aiderons avec votre remboursement et trouverons une propriété alternative. Veuillez consulter votre e-mail personnel car nous vous contacterons de cette façon. Désolé encore une fois pour tout inconvénient que cela aurait pu causer. Merci beaucoup, Alma. Tripadvisor Rentals Support.