fenat

We still haven’t received our deposit back, nearly a month after the owner cancelled our reservation. He said he couldn’t issue a refund through PayPal, which was how we had paid, so we sent our bank details instead and are still waiting. It’s really unpleasant to have someone hold on to your money when no service was provided. We’ve opened a PayPal dispute, so we’ll see what happens. We tried to book a week in this apartment using the website’s discount program. This was the first time the owners had tried to use the program for their guests, and it turned out we weren’t eligible because it was tied to Italian government subsidies. Clear terms on the website would have helped us avoid the whole mess. I raised that with the owner after the cancellation, but he seemed offended. He kept asking us to email our personal IDs and said nothing about the program until we refused to send them for privacy reasons. Incredible. In the owner’s reply below, he’s changed the facts, saying it had been 5 days when it was 20. Apart from requesting our IDs, he did nothing to help. Now he says he needs to charge us for one night, even though the website still clearly says that because of COVID, cancellations were allowed and deposits would be refunded free of charge. He’s blocked my email over just 70 euro. I’m taking this to PayPal and to lawyers because this is unacceptable.