Department of National Revocation

On Monday, June 20, 2016, this guest booked a vacation home online that has separate flats for a day stay on June 16-19, 2017. The flats can be rented separately or the whole home can be rentedMr*** *** rented Flat via our online reservation system. This home is
atypical of our other homes as it has different options to rent the home, the whole house, Flat 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 week prior to his rental, another guest had booked the entire homeWe 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 reservationHe did not return our callWe then called him again about days later and again left another voicemail asking him to call us regarding his reservationAgain, 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 timeWe explained the situation to her and assured her the entire home was booked for herShe said she would consider sharing some rooms with him.On or about July 8, 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 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 homeOn July 22, the booked guest advised us that the share arrangement did not work out. We called the complainant on July 23, 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 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 phoneWhen he called back we attempted to explain the situation and discuss other options for a vacation home with himOur merchant services provider takes 7-days to post to the refunded account. We have no control over this processRefunds are immediately applied to our company accountWe also explained this to the complainant via email. We derive no benefit in the holding of rent prior to a stayWe feel terrible that our error inconvenienced a guest and we expressed our apologies to him on more than one occasion