Review Time
Impossible to get in contact, when having a complaint about the house. You just keep sending the bill and reminders for cleaning, witout answering our mails. Pretty frustrating! We have only one possibility here, and that is to pay the bill for something that we dont agree into. If you at least could have talked to us…
I paid the rent and cleaning with the booking, one day before coming to the house. On the way up your agency sent another email asking for payment of the deposit. Because I was driving I did not see that email before arriving at the house. Upon arrival I saw the mail and that we would not receive the keybox code until after payment of the deposit. I immediately tried to pay but the system didn’t work, it got stuck before I could even enter my card number. I tried to ask for advice, first with your bot who after some time put me through to an agent who told me to pay which I said I kept trying. She then gave me a phone number and I got stuck for 35 minutes in a queue before being told again that it was my fault. I should try with my computer rather than with my phone. So I found myself sitting in the drive of the summerhouse, with my laptop using my phone internet, trying to connect to your website. Once I had logged in I had the exact same problem, called your hotline again, was told it was my card again, and that they would not give me the code „because it was company policy“. Then a young lady appeared at the house who was supposed to check if the house is clean. I asked her for help, she called the office who told her to tell me the same thing all over again. I showed her how I was trying to pay on the phone and on the computer and she saw that it was clearly a system failure, not my card. She then called the office again and told them to try there which gave exactly the same result. So she was told to let us in and tell us to keep trying to pay throughout the evening and the next day.I am here on business and I had an appointment last night to which I arrived late and keeping trying to make a payment was not an option.I suggest you check your software and talk to your call centre staff so it does not happen to anyone else that they sit outside a house that has been paid for through no fault of their own.
I have booked a summer house for 2 nights with Novasol and it was a terrible process. Already from the start they messed up the costs and started adding and editing everything before the date of the booking. They were passing me around from one person to another, and everyone was telling me things thats completely differed from another. After the nights spent at the summerhouse I was supposed to hear back from Novasol about my deposit but nothing. After months of countless of unreplied emails, I got my deposit back. It took them half a year, and I have been completely ignored. I had to reach out to them countless times. The whole process was just super unprofessional and slow.
(FP218) a trashed house, a broken bathroom, threads against neighbors, police called twice, absolute silence when we tried to contact Novasol, etc. All in 5 weeks. When we entered with Novasol, we agreed that the house should not be hired out to large groups of people (age 20-45). When we realized that this was in fact the tenants Novasol had invited into our home, we were surprised. Afterwards Novasol claimed that they couldn’t rule out these groups of tenants, which is fair. But that was not what we agreed on.(Novasol asked for these informations - otherwise this post would be deleted)…We tried to hire out our house in France through Novasol. We had very clear agreements on the use of our house. Every single one of these agreements were broken. Our house was trashed by Novasols guests and our neighbors had to call the police multiple times. Every time the respond from Novasol was complete silence. However, when we wanted to get out of the contract, Novasol suddenly was where good af communicating, demanding their price. Which we obviously payed.If you consider hiring out our house through Novasol, I strongly suggest that you read thecontract thoroughly and make additions for your safety. Novasol is not going to help you, if there is problems with the tenants. We were extremely disappointed, and had to spend a lot of money fixing the damage on our house caused by Novasols guests
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