2/10 – Ungenügend
Alvaro M.
27. Aug. 2022
Gut: Lage
Verbesserungswürdig: Check-in, Kommunikation und Genauigkeit des Onlineauftritts
Bad services
We had a reservation from 12.08.2022 until 14.08.2022 by a private owner of an appartment (121) whose owner is Sylvie Gaspar (if this is her real name, the appartment number was the 121). We booked trhough the website vrbo and we received a message from her, that the key was under the door mat. However, when we arrived, there was no key and it appeared that someone was already staying there. The lady in the reception very kindly helped us contact the owner whose last name is "Gaspar" and he apparently had no idea of the situation because it was the sister "Sylvie" who managed the bookings. We waited for over an hour with no answer and then we saw 3 people walking into our supposed flat, time which we got very upset (it was already around 8 p.m). Then the lady in the reception called the supposed owner again, who said he was not able to contact his sister, but at least he gave us her number. We tried to call her several times with no answer. At around 8:30 p.m we just got an email that the booking had been cancelled and the refund had started. She then just answered in whatsapp (she never wanted to pick up the call) saying she was sorry but the system made a mistake and the appartment was already booked. So she cancelled the flat at 8:30 p.m on the same night that we had booked to stay!! She offered no help or whatsoever to help us find another hotel or flat. We couldn't find anything below 1000 euro for 2 nights because everything was booked because monday is a day off in Portugal. So we had to move to Carvoeiro (30 min drive) and had to pay for a hotel 300 euro more expensive than Mrs. Gaspar accomodation which she cancelled. We asked her to pay us the difference because it was her fault that she didn't realize about the mistake until the same day in the evening and she told us "she could not influence our choice of hotels" and that "we could have picked something cheaper". What does she expect us to find on the same day in the evening and in a long weekend... I find all this situation very disrespectful and irresponsible and I at least request that these owners are punished in some way because of their lack of help and responsibility. She could at least have helped us to find something last minute.
I know this is not the fault of clube albufeira and we are very grateful by the help we provided but I think these private owners should be punished in some way because of their irresponsibility.
Thanks
Alvaro M.
Aufenthalt von 2 Nächten im August 2022
