Valarie S.
The owner is extremely unprofessional
The owner is extremely unprofessional. I have only been live for a few weeks and have struggled with the platform. You cannot call the company, you have to email them. The response time varies. Thijs is either punctual or it could be hours to a full day before getting back to you and never answers all your questions at once. Today though was bad. Their system double charged one of my guests. I could not tell why it had done that, so when I sent the email, he answered a different question I had but never answered that very important question. I emailed him 3 times with no response. I got on Facebook to where he run his customer service. He said that since I was complaining about his response time he won't answer me until tomorrow. This was too big of a deal for that type of response from them. This is our livelihood. And our reputation. Luckily, my guest was very understanding and let me send her an invoice from a different platform and we got her booked. I was not nice to Thijs. So, he deleted my listing which made me lose my future bookings dates. Luckily I keep the booking emails. Look, the platform is cheap. And it functions very cheap. I have a gym software program that does a better job than Houfy. Do not use this platform.
Response from HoufyJun 6, 2024
Dear Valarie, We truly regret that Houfy was unable to fulfill your expectations. Reading thru your review we do however feel compelled to correct some of your statements which are incorrect. Yes you are right in that there is no phone number for customer service but that is not a secret and something you can see before joining Houfy. We actually pride ourselves in providing an excellent customer service, which many of the reviews on Trustpilot testify for. The Facebook page is NOT where Houfy handles its customer service, it is just an additional channel, the info@Houfy is, which is also where you sent your 8 emails of yesterday. You asked for duplicate listings- it was done within a few hours. You mentioned the double charge -it was fixed within 8 minutes. To clarify, Houfy did not double charge your guest, Stripe charged the guest once and also placed an authorization for the same amount. This was an internal error between Houfy and Stripe and we sincerely apologize for this error, it is now fixed. Less urgent and personal requests may indeed take a few hours or a day to get a response to, we are unable to offer you a personal concierge. Your listing was NOT deleted, it is hidden but you have full access to Houfy for all your reservations data and guest info. Unfairly being called terrible and receiving insults of Houfy's team is something we neither need nor will accept and so we wish you many happy rentals on the numerous other outlets available out there. Regards, the Houfy team