In February, I made a booking with Cottages.com for July. A month later on, the business stated that the reservation was cancelled since of restorative deal with the home. I used to defer the reservation, however was informed the works would last the entire season because of insurance issues. I could find an alternative home, or accept a refund. When I called back to discuss it, I was told my booking had been cancelled because the owner had double-booked and I ended up paying ₤ 900 more– a 50% boost– for an alternative residential or commercial property. If I had actually slipped up with my reservation and needed to cancel, I would have needed to surrender my deposit, yet there is no penalty if others renege on the contract.
KB, Newmarket, Suffolk
I hope your experience doesn’t declare a repeat of last July when Cottages.com, and sister company Hoseasons, cancelled and resold the reservations of scores of customers, including one by author Michael Rosen. Cottages.com blamed “technical” issues caused by a 455% increase in need. Then, as now, a record variety of Britons were having to vacation in the UK and accommodation was at a premium. Other consumers are reporting sudden cancellations of their booking on evaluation site Trustpilot.
Cottages.com claims that, in your case, its booking system and that of the owner were not correctly synchronised and the company had actually been uninformed the residential or commercial property had actually been let. “The pre-existing booking was made straight with the owner and we did not rebook that week, or profit in any way,” it says. This is entirely at odds with the preliminary explanation about essential restorative work and insurance delays, which Cottages.com states was human error. And it’s worrying the alleged double booking was discovered more than 4 weeks after your deposit was accepted. After my contact, Cottages.com provided you the ₤ 900 difference.
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