We are going into our 7th year with this vacation rental website and the ongoing issues with the billing system for the lack of an itemized list of charges for each and every charge to our guests.
Also, it it extremely frustrating that hosts are placed with the burden of adding pet fees and charges for additional guests AFTER a potential guest makes an initial inquiry. When people put in all of their information that is requested by the website they expect an accurate quote! The first time!!
Currently when a guest makes an inquiry we have to recalculate the entire invoice if they are bringing a pet and/or going over our guest limit that we set.
When a guest instant books this opens up a huge issue because the entire booking needs to be cancelled and started over because the website does not allow hosts to make any modifications.
We have talked to their customer service reps and written complaints to the support team ad nauseam since the 2014. All to no avail! We are so tired of getting the same auto-reply verbiage and email messages that state, "We are always working to improve our website....blah, blah, blah".
The current booking and billing system is inefficient and misleading. Where's the transparency? It makes no sense to us why this practice continues and is extremely frustrating.
It seems like this company would gladly add these features so that your hosts can have a smooth transaction with their guests and your service fees would increase in revenue.
We appreciate the service that this platform provides to some of the participants. Our hope is that maybe, just maybe we can band together to finally get something done for a situation that is very problematic. Please, please consider this correspondence as a plea to fix these ongoing issues that have plagued our relationship with this company.
Thank you for your time and consideration!
Our complaint is that the website should also automatically generate this information. They ask the guests to input the number of guests and pets! Why is the information not transferring over to give them an accurate quote?!
very frustrating and deceptive, in our opinion.