Awaze UK has denied it has deliberately profited from duplicate bookings and last-minute cancellations in latest weeks.
The corporate – which owns Hoseasons, cottages.com, English Nation Cottages and others – has been inundated with a record variety of reservations within the UK as Covid-19-related journey restrictions are lifted.
Nevertheless, indignant prospects, a few of whom have seen journeys cancelled on the final minute, have accused the corporate of purposely rebooking prospects at increased charges – one thing that has been strenuously denied.
An announcement from Henrik Kjellberg, chief government of Awake UK, stated: “I wish to acknowledge and sincerely apologise for the present points surrounding a small variety of duplicate or last-minute cancelled vacation bookings which have occurred lately.
“Over the previous couple of weeks, now we have skilled unprecedented ranges of demand to our web sites and make contact with centres.
“Although we anticipated demand to resurface as UK journey restrictions had been lifted, we didn’t plan for a tenfold enhance, which is what now we have skilled on a few of our platforms in latest weeks.
“To place it merely – our techniques didn’t scale to the extent we wanted them to and this regrettably prompted some duplicate bookings to happen.”
Awaze UK stated it had welcomed half one million prospects for a vacation in August alone – a beforehand unprecedented degree of demand.
“We’ve got now put new measures in place and have been working quick so as to add additional capability each to our telephony techniques and by including extra workers to our contact centre,” added Kjellberg.
“Whereas we’ll at all times attempt to discover various lodging for company, if this isn’t attainable, relaxation assured we will likely be and have been offering a immediate full money refund to anybody who has been affected.”
Chatting with Breaking Journey Information, Awaze UK additionally pointed to various different eventualities that are outdoors of its management.
House owners take bookings with out informing the corporate, for instance, or develop involved a couple of rise in Covid-19 circumstances and implement gaps between arrivals, which might complicate reservations.
“Because of the giant variety of last-minute bookings and rebookings now we have obtained there have been a small variety of duplicate-booking points inside our system.
“We’ve got apologised to these prospects concerned and are working with them to make sure they will rebook their vacation, or obtain a immediate money refund.
“We’re sorry for any inconvenience this has prompted and ask if prospects may bear with us whereas we resolve the difficulty,” added a spokesperson for Cottages.com.
