WhimstayReviews of whimstay.com

Response from WhimstayJul 13, 2024

Dear Cory, We appreciate you taking the time to share your experience. We understand that every guest looks forward to a comfortable and pleasant stay, and it's disheartening to learn when one of our partners falls short. We would like to clarify the steps we took to address your concerns. As soon as you contacted us about the HVAC issue, we immediately reached out to the property management company overseeing Boomerang 11 to inform them of the problem and your request for a refund. They responded by issuing a partial refund, which we confirmed with you right away. Regarding your request for a further refund due to your family emergency, we understand how challenging unexpected situations can be. While we advocated on your behalf with the property management company, their policy, similar to most hosts and hotels, does not allow for refunds on unused nights. Our goal is always to support and advocate for our guests, and we regret that we couldn't meet your expectations in this instance. We value your feedback and will continue to work towards improving our processes to better serve our guests in the future.

Response from WhimstayJun 25, 2024

Thank you for sharing your feedback. We’re sorry to hear about your experience and appreciate the opportunity to clarify the situation. Regarding your initial request to change the booking dates, we promptly reached out to Vacasa on your behalf. Unfortunately, they informed us that they could not accommodate the change. Understanding your frustration, we regret that this decision was beyond our control. Subsequently, you booked new dates directly with Vacasa, which led to your request for a refund from Whimstay. As per our cancellation policy, this request did not qualify for a refund, which we clearly outlined in our communications. You then submitted a dispute with your financial institution, which was overturned upon review of Whimstay’s proactive communications with you and our clear terms and conditions. Even after this confirmation of Whimstay’s fairness in the matter, we made an exception and refunded the booking amount minus the cancellation fees as a gesture of goodwill. Our intention was to be as fair and understanding as possible, even when this situation did not fall within our standard terms and conditions. We are truly sorry to hear about the issues you encountered during your stay with Vacasa, including the presence of mice. We understand how distressing this can be. Vacasa has issued a refund based on your experience, and we support their decision to do so. Whimstay strives to ensure a fair and transparent process for all our guests, and we take all feedback seriously to improve our services continually. We hope you will give us another chance to serve you better in the future.

Response from WhimstayJun 25, 2024

Thank you for sharing your feedback, we understand the importance of a seamless booking process. It’s worth noting that upon your initial request to change the dates and unit type of your reservation, we promptly reached out to the host you booked with. Unfortunately, they were unable to accommodate the changes due to no vacancy. It seems there was a mix-up when you contacted a different property management company, who did not manage the unit you booked, which may have contributed to the confusion. We provided documentation confirming the host (as indicated in your booking confirmation information) and dates you booked, aiming to clarify the situation. Our policy is designed to be clear and fair, and while we strive to be as accommodating as possible, some constraints are beyond our control. In this case, the host you booked with was unable to honor your request to change dates and unit type. We assure you that your feedback is valuable to us as we work to improve our services. We appreciate your kind words about Jonathan. Your understanding and patience are greatly appreciated, and we hope you might give us another opportunity to better serve you in the future.

Response from WhimstayMay 29, 2024

Thank you for your feedback. At Whimstay, we strive for transparency in our booking process, including our cancellation policy and associated fees. The 10% cancellation fee is outlined as part of our cancellation policy listed on our site, which we encourage all users to review prior to completing a reservation. Our site lists prices in USD only, and we aim to provide clear information regarding this. We regret any confusion this may have caused and appreciate your feedback to help us improve our user experience.

Response from WhimstayMay 10, 2024

We understand your concerns regarding the listing of your property on Whimstay and appreciate you bringing this issue to our attention. Please know that Whimstay operates with integrity and complies strictly with legal standards for listing properties. The listing in question was inadvertently provided to us by a large property management partner with whom we collaborate. It appears there was an oversight regarding the current management status of your property. As soon as we were notified of this discrepancy, we took swift action to remove the listing from our site and have worked with our partner to ensure our data is accurate and up-to-date to prevent similar issues in the future. Additionally, we have requested the removal of the indexed URL from Google to rectify this error fully. Whimstay does not engage in paid advertising of properties; the listing was visible due to its indexing by search engines, which is an automated process beyond direct control. We sincerely apologize for any inconvenience this has caused. Our team is committed to rectifying any errors promptly and maintaining transparent and respectful partnerships with property owners and managers. If there’s anything further we can do to assist you or address your concerns, please do not hesitate to reach out to us again.

Response from WhimstayMay 10, 2024

Dear Natasha, We appreciate the change to address your concerns. We understand the frustration that comes with booking mishaps and the subsequent financial implications. We want to ensure there is no confusion regarding your cancellation. As per our recent communications, a refund has been processed for your booking. You were refunded the amount of your trip back to your credit card. Regarding our cancellation policy, it allows for flexibility up to 60 days before check-in. Since your trip was cancelled 95 days in advance, it falls within our policy to issue a refund, which we have honored. We are committed to ensuring our customers have a clear and positive experience when booking with us. If there's anything more we can do to assist or clarify, please do not hesitate to contact us. Your satisfaction is paramount, and we hope to have the opportunity to serve you better in the future.

Response from WhimstayApr 16, 2024

We sincerely regret to hear about your dissatisfaction with our cancellation policy. At Whimstay, our aim is to offer exceptional value through last-minute deals, which are made possible by adhering to specific booking conditions. Our policy, which restricts cancellations within 60 days of check-in, is designed to provide these exclusive rates and is clearly communicated during the booking process to ensure transparency. This policy is a fundamental part of our ability to deliver significant discounts compared to other platforms. We understand that emergencies occur, which is why we recommend considering travel insurance options that cover unexpected circumstances, available during the booking process for added peace of mind. We are disappointed to learn that your interactions with our customer service team did not meet your expectations. Please be assured that it is never our intention to make any traveler feel misled. Our customer support is committed to clarity and honesty in all communications. We appreciate your feedback as it is crucial for our ongoing efforts to improve our service. If there's anything further we can address or if you would like to discuss this matter personally, please do not hesitate to contact us directly. Thank you for bringing your concerns to our attention, and we hope to have the opportunity to serve you better in the future.

Response from WhimstayApr 16, 2024

Thank you for sharing your experience, and we sincerely apologize for the frustration and inconvenience you encountered with the travel insurance provider. At Whimstay, we aim to ensure that all our travelers receive the support they deserve, and we regret that in this instance, your experience did not meet the standards we strive to uphold. Please know that our insurance partner is the company that manages the insurance claim process as that is the company that insurance is purchased from on our site. And though we do not have oversight in their submission or approval process, we are committed to supporting our customers in any way we can. Unfortunately, without direct communication records from this booking, our ability to intervene effectively is limited. However, we encourage you to reach out to our traveler advocacy team with your booking details so we can assist further and explore all possible options to address your concerns. We value your feedback as it provides us with the opportunity to improve our partnership and the services offered through our insurance providers. We are here to support you and ensure your concerns are addressed. Please contact us at your convenience at [customer service email/phone number], and we will do our best to assist you and ensure such issues are not repeated in the future.