Douglas
I booked a property through Whimstay
I booked a property through Whimstay, then canceled within their stated 24-hour window (all well documented through their own messaging platform). They ignored it. No acknowledgment. No action. No response until much later, when a rep finally replied asking, “How can I assist you today?” By then, the 24-hour clock had passed only because they failed to respond. I repeated my request, and they are now using that later timestamp to justify keeping nearly 10% of the booking. This is indefensible. Their own system shows: A timely cancellation request No response before the refund cutoff An auto-reply after the window had closed A refund denial based on their own internal delay This is not a policy issue. It’s a customer service failure, and a dishonest one at that. Avoid this platform if you expect basic accountability or fair treatment.
Response from WhimstayDec 10, 2025
Thank you for your feedback. We're sorry for the frustration this caused. Your initial message didn't specify a cancellation request. When you added details and clarified you wanted to cancel, it was then outside the cancellation window. After reviewing the conversation, we agreed that we would honor the cancellation request based on the timing of your first message. We take responsibility for the confusion and extra effort required to resolve this. We appreciate your patience and apologize that this didn't go more smoothly.