Terrible experience
We booked and paid for a villa in lanzarote. All was fine, and the communication with the villa owner fine. When we arrived to check in the owner told us the villa had been double booked, but he’d found us another. At the point we’d been travelling all day with two children so had no choice but to go to the other villa. The replacement villa was much smaller and more basic than we had originally booked. We tried to enjoy our week anyway and go in contact with holiday lettings (trip advisor) as soon as we were back. They did not want to know….they claimed it was our fault for accepting the replacement villa, and as we dealt with the owner directly (you have no choice when booking through holiday lettings) they weren’t liable for any compensation. Despite the fact all bookings and payment is made via their website they basically said there’s nothing they can do. Absolutely shocking customer service! We paid a fortune for a villa we didn’t book, or like, yet this company can just get away with it. Would never use again, or recommend to anyone.
Reply from Holidaylettings
Hi Emma, thank you for taking the time to share your experience with us. We understand how disappointing this substitution must have been, especially after a long day of travel with your family, and we regret that your stay did not meet your expectations.
We would like to clarify that our payment protection applies on the day of check-in. However, please note that as all properties are managed by individual owners, any changes to a booking (such as offering an alternative property) are solely at the owner's discretion. We do not have control over these decisions, but we always encourage owners to handle these situations fairly.
We appreciate your feedback and will continue working to improve our services. If there’s anything further we can do to assist, please don’t hesitate to reach out. Many thanks – Sophia - Tripadvisor Rentals Support