Holidaylettings Reviews 

Reply from Holidaylettings

Jan 29, 2024

Hi Tony, thanks for taking the time to leave a review. We are sorry to learn that once you had secured your booking and made payment on our platform, the owner reached out and requested payment via Zelle. You had selected that property for a reason and well in advance due to the high-demand area. Once you reported the issue as all payments are to be made on our website, after looking into it, the owner’s account was terminated indefinitely. We understand that by then other rental properties were more expensive. We understand how disappointed you are and we are sorry about this experience.
One of the benefits of booking a Vacation Rental through HolidayLettings is our Payment Protection, which is offered to travelers who book through our platform. We collect the traveler’s funds and keep them until the day after their scheduled check-in date. In case there are any issues with a booking, the funds are still safe with us until the day after a scheduled check-in date. With our Payment Protection, we fully refund any traveler who has their booking canceled, like it happened in your case, or has been denied access to the property, or the property is misrepresented; however, no compensation is offered to travelers. Any compensation will need to be requested from the owner. This is because when a traveler books a vacation rental, the booking contract is between the traveler and the owner. Also, please rest assured that once your booking was canceled, we processed a full refund back to your original method of payment, just as our Payment Protection terms state we would do. We also attempted to help you in securing alternative vacation rental lodging in the area, however, due to the availability we were showing on our platform for your travel dates specific travel criteria and your travel criteria, we didn’t have any alternative for you for your desired location. We are sorry about this, as we can only offer you what other owners list available on our websites. Many thanks! Oliver- Tripadvisor Rentals Support

Reply from Holidaylettings

Updated Jan 20, 2024

Hello Atessa and thanks for your review about your booking. We're sorry to hear that you had issues with getting a full refund after receiving confirmation from the owner that the property was no longer available, and we understand this was disappointing. According to our records, the owner contacted our team and confirmed the cancellation was due to their end since their availability wasn't up-to-date and a full refund was processed to your card. It can take up to 10 days or less for the funds to appear in your account, unless you used PayPal it takes 48 hrs. Please note that despite the booking being made on our website, Tripadvisor doesn't own, manage or operate the listings, it's managed by the owners and property managers. If you're concerned about having authorizations on your card for reservations that can be canceled due to errors w/prices or availability, we recommend sending an inquiry instead of a booking request so that the owner can review the dates and prices before any payment is provided and send you a quote to review and then add the payment to secure the booking then. To create an inquiry, instead of a booking request, click "send message" on the listing. If you have any further questions or would like our help making a booking where we can call the owners for you, please call our reservations team at +1-844-242-3777. Thank again for your feedback! Sylvia - Tripadvisor Rentals Support

Reply from Holidaylettings

Jan 20, 2024

Hello James and thank you for your review. We're sorry to hear that there were issues with your initial booking request not being accepted due to the owner having issues with their account being allegedly hacked, causing the request to expire and blocking the dates as unavailable. We understand this created confusion and frustration, but we can see that the matter was resolved with our team, as you could rebook. Please note, that our systems will automatically block dates on the owner's calendar if a booking request is not manually accepted by the owner clicking the "accept" button within 24 hrs of the request being made, or if they click to reject. If the owner replies to your request by sending an email message to confirm the booking, they still need to make sure to click "accept" to confirm the booking. If this isn't done, the system will cancel the request and issue the pre-authorized funds back to the card, which happened in this case. In the future, if you're booking vacation rentals and concerned about having authorizations on your card while waiting for confirmations, we recommend sending an inquiry instead by clicking "send message" on the listing. This way you can message one or more owners about your interests and questions without adding payment to confirm dates and rates. Owners can then send you a quote for you to review and provide payment to secure the booking with immediate confirmation. We understand that calling our 24 hr team can be expensive if your phone provider doesn't cover calls for a specific area which is why we have multiple numbers for customers to call us from US, France, Spain, UK or Italian or German lines and have the online "contact us" form to reach us as well via email. We do not have lines for the Netherlands, but will add feedback to our product team for future consideration. Please reach out to us using the online form if you need a specific number to reach us, or have us call you instead. Thank again for your feedback and booking with Tripadvisor! Sylvia - Tripadvisor Rentals Support

Reply from Holidaylettings

Jan 7, 2024

Hi Janet, thanks for taking the time to leave us a review. We're sorry to hear about your experience during your stay. We can imagine your disappointment with your stay from reading this review. One of the benefits of booking a Vacation Rental through HolidayLettings is our Payment Protection, which is offered to travelers who book through our platform. Our Payment Protection is in place to protect travelers in case of misrepresentation with the property or denied access to the property. We consider a property to be misrepresented if there are material differences or defects compared to what was advertised. Payment Protection does not apply if the traveler makes a claim based on maintenance issues with amenities or services. All travelers to be eligible for Payment Protection have to contact us via phone on their scheduled arrival date. When looking into your reservation, we show that this is your first time reporting the issues. We welcome all travellers to contact us during their stay if they need any assistance in resolving any issues, even if they are not covered by our Payment Protection. In these instances, we work as a mediator between the traveller and the owner to resolve any issues, when possible. We show that you were also the first customer to stay at this property via HolidayLettings. We will reach out to the owner with the information you provided within your review, which is most helpful. If you’d like to share your comments with other travelers about your stay at that specific letting, we welcome you to leave a review on the listing itself so that future travelers can read your review about your experience at that property, and with that owner. You can do so by clicking on this link https://shorturl.at/dJ346. Once you click on the link, please scroll down to the Review section and click on “Write a review.” Many thanks – Oliver - TripAdvisor Rentals Support

Reply from Holidaylettings

Dec 20, 2023

Hi Giorgi, thanks for taking the time to leave us a review. We’re sorry to hear about your booking BR29751193 being canceled. We understand the owner canceled your booking scheduled to start on December 30th, and that originally before canceling your booking they sent you a booking amendment, which you declined. 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 good reason. When an owner sends a booking amendment to their guests, if the guest doesn’t action it, for example, because they missed the booking amendment email notification, the dates will revert back to the original dates. Dates on a booking can’t be modified unless the guest accepts the changes online. Also, when booking a vacation rental on our platform travelers are covered by our Payment Protection. We collect the traveler’s funds and we keep them until the day after their scheduled check-in date. In case there are any issues upon arrival, the funds are still safe with us. With our Payment Protection, we fully refund any traveler who has their booking canceled, or has been denied access to the property, or the property is misrepresented, however, no compensation is offered to travelers. Any compensation will need to be requested from the owner. This is because when a traveler books a vacation rental, the booking contract is between the traveler and the owner. Please rest assured, that once the owner canceled your booking, we instantly processed a full refund back to your original method of payment, just as our Payment Protection terms state we would do. We also attempted searching for other vacation rentals in the area and we also sent you some hotel options, however, we understand how pricing is higher and availability is extremely limited for your dates. As far as the listing you had reserved, thank you for pointing out that it’s still bookable online. Currently, the case is still being worked on by our agents. Many thanks! Oliver - Tripadvisor Rentals Support

Reply from Holidaylettings

Dec 20, 2023

Hi Luke, thanks for taking the time to leave us a review. We're sorry to hear about your experience with the owner after the owner accepted your booking request. Once you contacted us asking for assistance with your reservation we were still working on your case, after you had shared with us the conversation the owner and you were having outside of our platform, when you proceeded and raised a chargeback on your booking you had cancelled, instead of waiting for us to come back to you. We understand how upset you must have been, however, by raising a chargeback this booking refund will now be dealt with by our Chargeback team and the PayPal Chargeback team. We have notified our Chargeback team to please expedite this process for your cancelled booking on our end, but please understand that when it comes to chargebacks, these processes can take about 90 days to be fully resolved by PayPal or the credit card provider. Many thanks – Oliver - Tripadvisor Rentals Support

Reply from Holidaylettings

Dec 12, 2023

Hi Susan, thanks for taking the time to leave us a review. We're sorry to hear that renters have zero protection when there are problems. We understand that the property you booked didn’t meet your expectations. One of the benefits of booking a Vacation Rental through Tripadvisor is our Payment Protection which is offered to travelers who book through our platform. Our Payment Protection is in place to protect travelers in case of misrepresentation with the property or denied access to the property. We consider a property to be misrepresented if there are material differences or defects compared to what was advertised. Unfortunately, Payment Protection does not apply if you make a claim based on maintenance issues with amenities or services. Additionally, Payment Protection no longer applies on a booking if the guest stays at the property overnight, and doesn’t contact us on their scheduled arrival date. We provide 24/7 customer support, and we are sorry that we weren’t contacted about any of the issues you were experiencing with the owner and the property before your arrival and on your arrival. Unless we are contacted before or on a booking scheduled arrival date, we can only help mediate any issues between the parties, as the owner already has the funds for the reservation and any refund offered will be at the owner’s sole discretion. The owner offered you a full refund if you were going to vacate the property. We are sorry that you weren’t able to find any accommodation that met your requirements and decided to continue your stay. If you’d like to share your comments with other travelers about your stay, we welcome you to leave a review on the listing itself, so that future travelers can read your comments about your experience there. You can do so, by clicking on this link https://shorturl.at/ghuGH. Once you are on this web page, simply scroll down to the Review section and click on “Write a review”. Many thanks – Oliver – Tripadvisor Rentals Support

Reply from Holidaylettings

Nov 20, 2023

Hi Jean, thanks for taking the time to leave us a review. We‘re sorry to hear that the automated balance payment came to you as a surprise. We understand your frustration, as having any amount of money taken from an account when it’s not expected can cause severe problems. When booking a vacation rental on our website, once the traveller is on the check-out page, they will see the price breakdown. There it shows the total amount for the booking, the due now amount, and when the balance is due. Right underneath when the balance is due it says “*We’ll automatically charge the balance payment on____”. Additionally, once a traveller has a confirmed booking, on their Manage My Booking page it shows on the top of the page, highlighted and circled “You need to pay your balance (booking reference). To secure your holiday, pay your remaining balance in the next ___days. Your card ending ____ will be charged on ____.” About what date the payment will be collected, this information is also shown on the right side of your booking page in the "Price Summary" section on your account. We hope this has clarified any confusion, and thanks for booking with us. Many thanks! Oliver- Tripadvisor Rentals Support

Reply from Holidaylettings

Nov 21, 2023

Hi Debbie, thanks for taking the time to leave us a review. We‘re sorry to hear about your booking being cancelled. We understand your frustration, as you not only had booked with plenty of advance notice, but also for the property manager to inform you that your dates weren’t available anymore and that they had stopped letting this property was not ok. We understand that once you were refunded for your booking, your bank charged you a significant currency conversion fee. Thank you for speaking with us today about your booking. As a goodwill gesture, we are refunding you the currency charges you incurred, because of the property manager’s fault. Please accept our apologies if this is taking longer than it should have. Please let us address the issue about the currency conversion, hoping that this information will be helpful in the future. The currency your booking is charged in depends on the currency the owner has chosen to receive payments in. Rates, currency, availability, and cancellation terms are all managed by the property manager, or the owner, whom you are entering into a booking contract with. To make comparing prices easier for you, the website may show you the booking price in your local currency. Once you’ve decided which rental you’d like to book and you’re on the payment page, you’ll see the full price in the currency in which you will be charged. Our platform doesn’t charge any fees for currency conversion. However, your bank or credit card might, as it happened here. We suggest checking with your chosen payment method (ex. credit/debit card) if they charge any fees for transactions in a foreign currency. Also, this is good information to know before travelling in a foreign country to avoid displeasing surprises upon your return home. About the property manager's comments about not being aware of your booking and the fact that they no longer manage the letting you booked, we are in communication with them to have the listing no longer being advertised on our websites. This property manager is only advertising this listing once, and we have deactivated the listing while we are in contact with them. We are sorry if they experienced a technical issue, and for that reason, your booking needed to be cancelled. If they were no longer letting the property, it should have not been online in the first place. About this goodwill gesture, we received your email today. Please look forward to an email from us in the next day, or so, with a status update on the outgoing transfer. Many thanks! Oliver- Tripadvisor Rentals Support