2/10 (非常に不満)
Michael H.
2025 年 5 月 14 日
気になった点 : 清潔度、チェックイン、コミュニケーション、ロケーション、掲載情報の正確さ
Host cancelled 3hrs before check in
Per the booking confirmation instructions I received, I contacted the host 3hrs before check in to obtain access details to the apartment as they hadn’t been provided in the email. Minutes later, the booking was cancelled. No courtesy call, no detailed explanation or apology. Only a blunt message saying there was a water leak and the carpet needed cleaning. Highly unlikely this was truly the reason, why would they not tell us sooner? Seems highly coincidental for this to happen the minute I contact the host. Whilst we received a refund, we were left with no accommodation when we were already enroute to London. Fortunately we found accommodation at the Intercontinental O2 but being last minute, this cost us double what we were refunded.Regardless of whether there was a leak or not, the lack of common courtesy by the host to not show any compassion for the massive inconvenience was poor at best. If you are happy to provide a service by renting your apartment, the least you can do is offer some basic customer service when you absolutely stitch up your customers.And there should be a policy to protect customers by charging hosts a penalty for cancellations within 24hrs, to go some way towards compensating us given we have to find last minute accommodation which will always be at greater cost.
Michael H.
2025 年 5 月に 1 泊滞在
