WhimstayReviews of whimstay.com

Response from WhimstayOct 8, 2024

Here’s the revised response including the mention of maintaining the SLA response time: Response to Bryce's Review Dear Bryce, Thank you for sharing your feedback. We're genuinely sorry to hear that your experience with Whimstay did not meet your expectations. We take all feedback seriously and are committed to improving where we can. Regarding the refund policy, Whimstay strives to make all policies clear, and while the terms are outlined in our booking process, we understand your concern and will review how we can make this information more visible moving forward. Our cancellation policy is tied to our agreements with property managers and hosts, which is why cancellations must be processed according to those terms. We regret any frustration this may have caused. In terms of communication, we apologize if our email-based customer service felt slow. However, during our time serving you, we maintained our internal SLA (Service Level Agreement) of responding to all inquiries within 1 hour, with the exception of the times we were waiting for your host to reply to us. We are always striving to improve the speed and quality of our support, and we understand that prompt communication is crucial to our travelers’ experiences. While our customer service is primarily provided via email, we aim to ensure personalized and attentive service. We are disappointed to hear that you felt otherwise and will continue to work toward improving this aspect of our service. We appreciate your feedback and will take it into consideration as we work to improve our platform and service.

Response from WhimstaySep 27, 2024

Thank you so much for sharing your wonderful experience! We’re thrilled to hear that the property met your expectations and that you enjoyed a clean, inviting space in a safe and quiet neighborhood. We love knowing that everything was as advertised, and we’re even more excited that you're already considering a return visit! We look forward to welcoming you back for your next stay. Thank you for choosing Whimstay!

Response from WhimstaySep 27, 2024

Thank you for sharing your feedback. We appreciate the opportunity to clarify our policies. Whimstay offers deeply discounted vacation rentals, and to provide these savings, our bookings are non-refundable within 60 days of check-in, as clearly stated during the booking process. For added peace of mind, we always encourage travelers to purchase travel insurance. This optional protection can cover a variety of unforeseen circumstances that may disrupt travel plans, helping protect the booking amount. Our cancellation policy is designed to ensure fairness while offering travelers unbeatable last-minute deals. We strive to maintain transparency throughout the booking process and are always open to feedback to improve our services continually.

Response from WhimstaySep 20, 2024

Hi Nikita, Thank you for sharing your feedback, and we're truly sorry to hear about the issues you encountered during your stay. We understand how frustrating it must have been to deal with a broken shower, and we appreciate you bringing this to our attention. We strive to respond to all inquiries as quickly as possible, and while we generally aim for a 1-hour response time, we did respond to your message within 5 hours on the Sunday you reached out. We're continually working to improve our weekend response times. After receiving your concerns, we promptly contacted the property manager and advocated for a refund on your behalf. The property manager informed us that they offered you a full refund at the time you reported the issue, but you chose to stay. As a result, they provided a 25% refund, taking into account that they had tried to accommodate your needs during the stay. When you let us know this wasn’t sufficient, we immediately went back to the property manager to further advocate for you. We are saddened by this review as we were actively working with the host to seek additional compensation for the inconvenience you experienced. Our goal is always to support our travelers and work with hosts to ensure the best possible outcomes, even in difficult situations. We truly value your feedback and will continue to push for improvements in how we serve both travelers and hosts. Should you wish to discuss this further, please feel free to reach out to us directly.

Response from WhimstaySep 20, 2024

Thank you for sharing your feedback. We would like to address the concerns raised to provide a clear understanding of the situation. Regarding the listing accuracy, we can confirm that the beach near your cabin is a private beach, fully accessible for activities like swimming and fishing. While there were beach closures in other regions, this specific area was not affected, as confirmed by local authorities. We communicated this to you multiple times throughout our email correspondence to ensure you had accurate information. As for the damage charge, we take these matters seriously and always aim to act in the best interest of both our travelers and hosts. The host provided us with photos of the damages that occurred during your stay, and we relayed this information to you, acting as a liaison. Our priority is always to ensure fairness for all parties involved. We appreciate your feedback and will continue to support both our travelers and hosts with the highest level of service. If you’d like to discuss this matter further, please don’t hesitate to reach out.

Response from WhimstaySep 20, 2024

Thank you for sharing your experience with us. We deeply understand how important a smooth and comfortable stay is for our travelers, and we appreciate the opportunity to clarify what happened with your booking. When you arrived, you noted that the cleaning crew had not yet completed their work, even though you had checked in after the expected time. The host communicated that the cleaners were running behind but would be arriving shortly. When you chose to find alternative accommodations, the host agreed to the cancellation without making it clear that it would be without a full refund. We understand how this could have led to frustration and confusion, and we sincerely regret any inconvenience it caused. In light of the situation, we worked closely with the host to secure a refund for the remainder of your stay, apart from the first night. The host felt that retaining the cost of the first night was reasonable, given that the property was prepared for your arrival and was held unavailable for other bookings. At Whimstay, our goal is always to ensure fairness for both travelers and hosts. We strive to support our travelers through any challenges they face and advocate on their behalf whenever possible. If you have any further questions or would like to discuss this matter in more detail, please feel free to reach out to us directly. We are here to assist and ensure that future stays are seamless and enjoyable.

Response from WhimstaySep 20, 2024

Thank you for your wonderful review! We're so glad to hear you enjoyed the clean and private retreat, along with the convenient location and relaxing hot tub. It’s great to know that the check-in and check-out process was easy for you as well. We look forward to welcoming you back for another stay soon!

Response from WhimstaySep 20, 2024

Hi Joe, Thank you for your fantastic review! We're delighted to hear you enjoyed your relaxing mountain stay and found the house to be more than just a cabin. It's wonderful that the location and price exceeded your expectations. We hope to help you seize the stay again soon!