1 extra-large double bed and 1 double bed
“Massive disappointment”
I can confirm that I have not received a full refund. This was honestly one of the worst experiences I have ever had with accommodation booking. Upon arrival, the host refused to let us into the property we had fully paid for. Initially, he claimed that he was not the owner and that the owner had double booked the property. He then told us to cancel the booking and find somewhere else to stay. However, throughout the situation, his story kept changing. He later admitted that he was in fact the owner, but still refused to refund me or allow us access to the property. We were left waiting outside the property for hours while being ignored, despite me messaging before starting my 4+ hour journey and being reassured that “everything was good to go.” The situation became extremely distressing and intimidating. As a young woman in an unfamiliar area, being confronted by a dishonest and confrontational man late at night was genuinely frightening. We were close to contacting the police because of how the situation escalated. All I wanted was either: - access to the property I had paid for, or - a full refund immediately so I could secure alternative accommodation. Instead, I was left stranded nearing 10pm and had no choice but to leave and urgently find somewhere else to stay. I would therefore like: 1. Confirmation of my full refund as a matter of urgency. 2. Written clarification of the amount already refunded, if any. 3. A formal investigation into this host and listing. 4. Appropriate action taken to remove this listing from your platform to prevent this happening to anyone else. I look forward to your urgent response. I would also like to make clear that I have video evidence of the incident, including parts of the interaction with the host and the situation outside the property. This evidence supports everything I have explained regarding being denied access, the conflicting information provided, and the distress caused. As a result of being denied entry to the property late at night, I was forced to urgently book alternative accommodation at a premium last-minute rate. This caused me to incur additional unexpected costs purely because the host failed to honour the booking. Therefore, in addition to my full refund, I am also seeking appropriate compensation to cover the additional accommodation and related costs I incurred as a direct result of this situation. I would appreciate this matter being treated with urgency, as I still have not received a full refund despite being unable to stay at the property I paid for. I look forward to your update following your investigation with the local property manager
“Massive disappointment”
I can confirm that I have not received a full refund. This was honestly one of the worst experiences I have ever had with accommodation booking. Upon arrival, the host refused to let us into the property we had fully paid for. Initially, he claimed that he was not the owner and that the owner had double booked the property. He then told us to cancel the booking and find somewhere else to stay. However, throughout the situation, his story kept changing. He later admitted that he was in fact the owner, but still refused to refund me or allow us access to the property. We were left waiting outside the property for hours while being ignored, despite me messaging before starting my 4+ hour journey and being reassured that “everything was good to go.” The situation became extremely distressing and intimidating. As a young woman in an unfamiliar area, being confronted by a dishonest and confrontational man late at night was genuinely frightening. We were close to contacting the police because of how the situation escalated. All I wanted was either: - access to the property I had paid for, or - a full refund immediately so I could secure alternative accommodation. Instead, I was left stranded nearing 10pm and had no choice but to leave and urgently find somewhere else to stay. I would therefore like: 1. Confirmation of my full refund as a matter of urgency. 2. Written clarification of the amount already refunded, if any. 3. A formal investigation into this host and listing. 4. Appropriate action taken to remove this listing from your platform to prevent this happening to anyone else. I look forward to your urgent response. I would also like to make clear that I have video evidence of the incident, including parts of the interaction with the host and the situation outside the property. This evidence supports everything I have explained regarding being denied access, the conflicting information provided, and the distress caused. As a result of being denied entry to the property late at night, I was forced to urgently book alternative accommodation at a premium last-minute rate. This caused me to incur additional unexpected costs purely because the host failed to honour the booking. Therefore, in addition to my full refund, I am also seeking appropriate compensation to cover the additional accommodation and related costs I incurred as a direct result of this situation. I would appreciate this matter being treated with urgency, as I still have not received a full refund despite being unable to stay at the property I paid for. I look forward to your update following your investigation with the local property manager
