“Breathtaking” position on reimbursement for accommodation

An Auckland woman negotiated a partial refund with the owner of a Queenstown vacation home after property managers offered her to reimburse only a fraction of her over $ 3,000 reservation.

Monica Mathis had booked the Weaver St property for a week-long stay with her husband and two children from today, through the online platform Bookabach.

After the level 4 Covid-19 lockdown was announced on Tuesday, she asked facility managers if she could cancel, but was denied a refund or credit to book a shorter stay in October.

Ms Mathis said she knew the property’s cancellation policy did not require them to give her credit or a refund, even for Covid-19-related cancellations.

However, she had read a notice to owners on the website of Bookabach owner Vbro, which encouraged them to do so, even though it was not allowed in their cancellation policy.

This is why she had found the lack of flexibility of the manager of the establishment “really unethical and mind-boggling”.

It was only after pushing the business “extremely hard” that they offered him $ 500 in return.

But she managed to contact the owner of the property directly, who was more understanding.

They had offered her a refund of around 60%, “which I am happy with,” she said.

By contrast, Bookabach itself immediately reimbursed its traveler service fee of just over $ 300, and all other companies they had made reservations with for the trip, including Air New Zealand and Ezi Rental, had offered credits or refunds.

In an emailed statement, a spokesperson for Bookabach said cancellation policies are decided by individual owners, and it is important that travelers check the policy that applies to a property before doing so. a reservation.

“While we encourage our guests to adopt flexible cancellation policies, it’s ultimately their decision to choose. “

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About Michael B. Billingsley

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