Holidaylettings Opiniões 

Resposta da Holidaylettings

28/06/2023

Hi Phillip, thanks for taking the time to leave us a review. We‘re sorry to hear about your booking request not being accepted. We understand your frustration, and we’re sorry you think this practice is fraudulent. 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 a message to an owner or they can send a booking request through our website. The owner will then verify that the dates requested are available and its pricing is up to date, and they will either accept the request or not. To clarify, you submitted a booking request. In your case, the request you submitted expired, because the owner didn’t respond within the allowed 24-hour they had to do so. When sending a message to an owner of a property you are interested in booking, instead of sending a booking request, no credit card or PayPal is required. If the owner responds to the message, and the traveller wishes to proceed with booking that property, then they can submit their booking request. Only then, their credit card, or PayPal details, will be required. About your booking request, because the owner missed it, after 24 hours your request automatically expired. Once a request expires or is declined by an owner, the pre-authorization on the credit card used is automatically released, and the funds appear back on the account. Many thanks! Oliver - Tripadvisor Rentals Support

Resposta da Holidaylettings

28/06/2023

Hi Luke, thanks for taking the time to leave us a review. We‘re sorry to hear about your letting being advertised on our site by a different owner. We have a Trust&Safety team at Tripadvisor that checks for fraudsters and scammers. Additionally, all travellers booking on our sites are protected by our Payment Protection. We see you provided a booking reference number. Due to privacy, we can’t provide any specifics about that reservation, however, if you wish to speak more with us, please contact us and we will be happy to answer your questions. You can contact us via this link, https://t.co/Ez39ygj58U. Many thanks! Oliver- Tripadvisor Rentals Support

Resposta da Holidaylettings

28/06/2023

Hi Ronald, thanks for taking the time to leave us a review. We're sorry to hear about your experience with your rental and understand this must have been disappointing. One of the benefits of booking a Vacation Rental on our site is our Payment Protection. Our Payment Protection is in place to protect travellers in case the property is misrepresented, or access to the property has been denied. We consider a property to be misrepresented if there are material differences or defects compared to what was advertised. Cleanliness and maintenance issues aren’t covered by our Payment Protection, and travellers must contact us on their scheduled arrival date. You can read more about our Payment Protection terms by clicking on this link https://bit.ly/3jVEjBC. Many thanks – Oliver - Tripadvisor Rentals Support

Resposta da Holidaylettings

9/06/2023

Hi Harrogate and thanks for your feeback about the cancelation of your booking. We're sorry to hear that the owner couldnt honor your booking after being confirmed and there was a delay in receiving your funds. We understand this was upsetting. Please note that depsite the booking being made on Tripadvisor, we dont own, manage or operate the listings on our website the owner's do. They're responsible to make sure that their calendars and rates are up to date even when they are synced with other platforms to avoid negative booking experiences like yours in addition to canceling bookings when they cannot honor them. We've reviewed your booking and can see the property you booked was an instant booking ad therefore the owner has set up on their account for the system to automatically accept bookings on their behalf as long as the dates show available on their calendar without them viewing the reservation request beforehand. An automated message is generated to guests when the booking is confirmed in which the owner has control to edit or change the automated message from their account and they're aware the message gets sent out when a booking is accepted by them manually, through instant booking, or after a quote they sent is paid. In your case the owner messaged you the same day the booking was confirmed by the instant booking feature they had enabled since they received a notification, but didnt process the cancelation immediately according to process on their end so that you could receive your full refund as per the Payment Protection Policy. Since the booking wasn't canceled by the owner nor our team contacted about any cancelation until 6/4 the balance payment was taken according to the scheduled terms you agreed to on the booking contract. The owner after speaking with our team processed the cancelation on 6/7 and a full refund was processed following the cancelation. The timeframe for refunds to process and appear on accounts depends on the payment method selected. It can take up to 10 days or 48 hours if you used Paypal. In addition, if the currency of the booking is a different currency than your payment method the amount refunded can vary depending on the currency exchange rate with your payment method and if they charge any fees for the currency exchange. We do not charge anything extra for currency exchanges and are not liable for them since it depends on the method you use. If you have received a lesser refund amount we recommned reaching out to your payment method to check on the exchange rate or if they charged any fees, and if they are able to waive them for you. If you have any further questions about your booking please do not hesitate to call us at +442037015369. Thanks again for your review! Sylvia - Tripadvisor Rentals Support

Resposta da Holidaylettings

6/06/2023

Bonjour Claire et merci pour vos commentaires sur l'annulation et le remboursement de votre réservation. Nous sommes désolés d'apprendre que vous avez dû annuler votre réservation et comprenons que cela a été décevant. Nous n'avons trouvé aucun enregistrement d'appels ou d'e-mails à notre équipe du service client concernant votre annulation, nous ne savons pas si votre demande ne nous est pas parvenue, mais nous avons également un numéro de téléphone du service client trouvé au-dessus du formulaire de contact sur HolidayLettings. .com qui est le +442037015369 pour nous joindre directement en cas d'urgence. Veuillez noter que lorsque vous annulez votre réservation, la politique d'annulation que vous avez acceptée s'appliquera à moins que le propriétaire n'accepte de renoncer à sa politique d'annulation. Il peut initier un remboursement depuis son compte à hauteur du montant de son règlement hors montant des frais de dossier. Les montants des frais de réservation ne sont pas remboursables pour les annulations non couvertes par la politique de protection des paiements, car nous comptons sur les voyageurs pour souscrire une assurance voyage pour couvrir tout ce qui n'est pas couvert par la politique. Si vous souhaitez que nous vous aidions à contacter le propriétaire pour un remboursement partiel, veuillez nous appeler sur notre ligne française entre 9h et 17h au +33 157329583. Merci pour votre avis ! Sylvia - Assistance Tripadvisor Rentals

Resposta da Holidaylettings

6/06/2023

Hello C.Keeley, thank you for your feedback. I'm sorry that you are disappointed about our platform, and I understand your concern, as the property you wanted is not bookable anymore after the owner's no reply. 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

For your case, the owner let expired your request, so the system blocked the date, and the owner's account statistic got impacted. After too many declines or no responses, the owner account can be suspended. As the owner never accepted your request, no booking was confirmed.

I hope this help you, but if you want further information, you can call our reservation phone number +44 (0) 203 701 5369 (UK). Thanks again for your feedback! Peter - Tripadvisor Rentals Support

Resposta da Holidaylettings

5/06/2023

Hi KBrown, thank you for your comment. As discussed on the phone, I am very sorry that the owner increased his price after you made your booking request, and I understand how upsetting this can be. Bear in mind that the owners are responsible to make sure that their listings are up-to-date at all time, as we don't manage them. If the owners didn't set up their prices for the next 18 months, then we take the basic rate that they set up. To avoid this happening again, I advise you to message the owners, and check their availability and rates before making a booking request. That said, I see that the owner of your booking request, has updated until December 2024. I hope this was helpful. Feel free to call us on +44 (0)203 701 5369 (UK), if you need help booking. Thanks again for your feedback! Peter - Tripadvisor Rentals Support

Resposta da Holidaylettings

26/05/2023

Hi Tom and thanks for your review. We're sorry to hear that you had to cancel your booking shortly after confirming it due to the ferry schedule with your flight. We understand this was disappointing and work to help manage these changes as easily as possible. Please note that when you make your booking the cancelation policy and terms are visible and clear for travelers to review before booking with payment. Below is the summary of the terms that you agreed to when you made your booking: If you cancel before paying the balance, or don't pay the balance by Wed 28 Jun 2023: the booking deposit (which includes a booking fee) is not refunded, and the booking is cancelled automatically. Note: You can cancel free of charge up to 24 hours after your booking is confirmed, provided your stay is at least 60 days or more away. The booking fee helps us run our secure platform, provide you with 24-hour customer support and the peace of mind that your transaction is safe. Unless the owner cancels the booking, or you cancel within the 24-hour cooling-off period as stated above this fee is non-refundable. The property you booked was an instant booking listing so your booking was accepted and confirmed once you provided your payment instantly and the cancelation policy and terms were activated. Since your booking arrival date wasnt 60 days or more out, your booking didnt qualify for the 24 hour cool off period and the owner's cancelation policy and Tripadvisor's terms you agreed applied. Despite the booking being made on our website the booking contract is between you and the owner and not Tripadvisor so we're not able to override the owner's cancelation policy without their authorization. If the owner wishes to waive their cancelation policy, they're able to initiate a refund up to the amount they're expected to collect from your booking excluding the booking fee. Our team is working to reach the owner to see if they'll consider waiving their cancelation policy to issue you a refund, but we cant override them if they decline since you accepted the terms. We rely on travelers to check everything they need to know for their trip before they proceed to confirm a vacation rental booking and purchase travel insurance to cover anything not in our Payment Protection Policy since vacation rental cancelations policies are not as flexible as hotel reservations. Our policies are in line with most other major home rental companies. Our team will do our best to mediate with the owner on your behalf and will be in contact with you to inform you once we have an update if any refund will be able to be issued. Thanks again for your feedback! Sylvia - Tripadvisor Rentals Support

Resposta da Holidaylettings

25/05/2023

Hi there and thank you for your review. We're sorry to hear that you had issues with the location and the availability of a property on our website and understand this was disappointing. Please note that despite booking on vacation rental websites like ours, we don't own, manage, or operate the properties or the listing on the website. The owners and property managers are responsible for making sure that their property details including the location, availability, and rates are accurate and up to date to avoid negative booking experiences and not be in breach of our terms and conditions or their local and state laws. 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. We understand the impact it has on our guests when their booking requests are declined or booking is canceled due to incorrect or not up-to-date information which is why we hold owners and property managers accountable with penalties including account closures to encourage them to manage and maintain accurate listings. In addition, we have our Payment Protection Policy which protects travelers in case an owner canceled their booking, denied access, or any misrepresentation of the property there will be a 100% refund to provide our guests as we understand owners and property managers can make mistakes and give our travelers confidence that their money is protected when they book with us. In order for us to investigate your claim on the property with the location and availability issues so we can address the owner or property manager, please do not hesitate to contact our customer service team at +442037015369 with the property name and identification number or your booking reference number. Thanks again for your feedback! Sylvia - Tripadvisor Rentals Support