This was one of the most troubling travel experiences I've ever encountered, revealing significant shortcomings in how the service responds when issues arise. During a 24-hour period in a major city, the management of multiple bookings left me without accommodation late at night. One listing was uninhabitable: no hot water, strong cigarette smoke coming through the AC, and missing essential amenities. Given that I had surgery planned, staying in such conditions was unacceptable. Support then directed me to a replacement listing that did not permit pets, despite my pet being clearly noted in my account settings and communicated multiple times over the phone. I only discovered this shortly before my arrival. When I arrived, exhausted and late at night, the apartment was visibly dirty, as if it hadn’t been cleaned after the previous guest. Due to the service’s mismanagement, I had to take multiple rides back and forth late into the night, carrying heavy luggage and a stressed animal, unpacking and repacking repeatedly, without food or rest. Eventually, around 2 a.m., I found myself without a place to stay. What made this situation truly unacceptable was the support provided. Promised callbacks never occurred. Support threads were closed without resolution. The unusable reservation wasn’t canceled or refunded in a timely manner. Communication was chaotic, fragmented, and deeply ineffective. Even worse, after I clearly indicated multiple times that I had surgery scheduled, the service repeatedly attempted to contact me by phone on the day of my surgery and during my immediate recovery, despite my explicit requests for written communication only. Numerous calls and messages were sent throughout the day. This was not care. It was intrusive, stressful, and completely inappropriate. The reservation was eventually refunded only after escalation, but the damage was already done. I am still pursuing reimbursement for transportation costs incurred solely because of the service’s failures. This was not just an inconvenience. It was a complete breakdown of duty of care, accountability, and basic human consideration. If you are traveling alone, with a pet, or with medical needs, understand this clearly: when the service fails, you are on your own, and their support system can exacerbate an already bad situation. I will never rely on this service again! They repeatedly call at inappropriate hours, communication is often unclear due to language barriers, and there is frequent misunderstanding on both sides, which makes resolving urgent issues extremely difficult. Please reconsider outsourcing customer service!
Claim your business profile now and gain access to all features and respond to customer reviews.
Our mission is to create a world where people can belong through healthy travel that is local, authentic, diverse, inclusive and sustainable.