On Monday, June 20, 2016, this guest booked a vacation home online that has 2 separate flats for a 3 day stay on June 16-19, 2017. The flats can be rented separately or the whole home can be rented. Mr. [redacted] rented Flat 2 via our online reservation system. This home is...
atypical of our other homes as it has 3 different options to rent the home, the whole house, Flat 1 or Flat 2. The whole house must be booked directly with us by as we are required to also block off the flats manually when the whole house is booked.About 1 week prior to his rental, another guest had booked the entire home. We made an error and did not block off both Flats manually, therefore it was open to book online.We noticed the error about a week after the complainant booked online and we called him and left a voicemail to please call us concerning his reservation. He did not return our call. We then called him again about 10 days later and again left another voicemail asking him to call us regarding his reservation. Again, we did not receive a return call.A day or two after our last call to him, the booked guest called and said she had been talking with the other guest about her stay at the home and she was concerned as it seemed as though they were staying at the same time. We explained the situation to her and assured her the entire home was booked for her. She said she would consider sharing some rooms with him.On or about July 8, 2016 the booked guest called and confirmed she was discussing sharing the home with the other guest.We are not aware of the specific discussion between the 2 guests, but we knew they were discussing sharing the home as we spoke to the booked guest a few times concerning various questions about the home. On July 22, the booked guest advised us that the share arrangement did not work out. We called the complainant on July 23, 2016 to confirm that the share arrangement did not work out, and with our apologies, we let him know we were going to cancel his reservation and refund his credit card in full for the 374.50 deposit he made on June 20, 2016. He told us that he was so upset that he said he needed to calm down and had to hang up the phone. When he called back we attempted to explain the situation and discuss other options for a vacation home with him. Our merchant services provider takes 7-10 days to post to the refunded account. We have no control over this process. Refunds are immediately applied to our company account. We also explained this to the complainant via email. We derive no benefit in the holding of rent prior to a stay. We feel terrible that our error inconvenienced a guest and we expressed our apologies to him on more than one occasion.
On Monday, June 20, 2016, this guest booked a vacation home online that has 2 separate flats for a 3 day stay on June 16-19, 2017. The flats can be rented separately or the whole home can be rented. Mr. [redacted] rented Flat 2 via our online reservation system. This home is...
atypical of our other homes as it has 3 different options to rent the home, the whole house, Flat 1 or Flat 2. The whole house must be booked directly with us by as we are required to also block off the flats manually when the whole house is booked.About 1 week prior to his rental, another guest had booked the entire home. We made an error and did not block off both Flats manually, therefore it was open to book online.We noticed the error about a week after the complainant booked online and we called him and left a voicemail to please call us concerning his reservation. He did not return our call. We then called him again about 10 days later and again left another voicemail asking him to call us regarding his reservation. Again, we did not receive a return call.A day or two after our last call to him, the booked guest called and said she had been talking with the other guest about her stay at the home and she was concerned as it seemed as though they were staying at the same time. We explained the situation to her and assured her the entire home was booked for her. She said she would consider sharing some rooms with him.On or about July 8, 2016 the booked guest called and confirmed she was discussing sharing the home with the other guest.We are not aware of the specific discussion between the 2 guests, but we knew they were discussing sharing the home as we spoke to the booked guest a few times concerning various questions about the home. On July 22, the booked guest advised us that the share arrangement did not work out. We called the complainant on July 23, 2016 to confirm that the share arrangement did not work out, and with our apologies, we let him know we were going to cancel his reservation and refund his credit card in full for the 374.50 deposit he made on June 20, 2016. He told us that he was so upset that he said he needed to calm down and had to hang up the phone. When he called back we attempted to explain the situation and discuss other options for a vacation home with him. Our merchant services provider takes 7-10 days to post to the refunded account. We have no control over this process. Refunds are immediately applied to our company account. We also explained this to the complainant via email. We derive no benefit in the holding of rent prior to a stay. We feel terrible that our error inconvenienced a guest and we expressed our apologies to him on more than one occasion.