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 report variety of reservations within the UK as Covid-19-related journey restrictions are lifted.
Nonetheless, offended prospects, a few of whom have seen journeys cancelled on the final minute, have accused the corporate of purposely rebooking prospects at larger charges – one thing that has been strenuously denied.
An announcement from Henrik Kjellberg, chief government of Awake UK, mentioned: “I need to acknowledge and sincerely apologise for the present points surrounding a small variety of duplicate or last-minute cancelled vacation bookings which have occurred just lately.
“Over the previous couple of weeks, we’ve got skilled unprecedented ranges of demand to our web sites and call centres.
“Although we anticipated demand to resurface as UK journey restrictions have been lifted, we didn’t plan for a tenfold enhance, which is what we’ve got skilled on a few of our platforms in latest weeks.
“To place it merely – our methods didn’t scale to the extent we would have liked them to and this regrettably brought about some duplicate bookings to happen.”
Awaze UK mentioned it had welcomed half 1,000,000 prospects for a vacation in August alone – a beforehand unprecedented stage of demand.
“Now we have now put new measures in place and have been working quick so as to add additional capability each to our telephony methods and by including extra workers to our contact centre,” added Kjellberg.
“Whereas we are going to at all times try to discover different lodging for visitors, if this isn’t doable, relaxation assured we shall be and have been offering a immediate full money refund to anybody who has been affected.”
Talking to Breaking Journey Information, Awaze UK additionally pointed to plenty of different eventualities that are exterior of its management.
Homeowners take bookings with out informing the corporate, for instance, or develop involved a few rise in Covid-19 circumstances and implement gaps between arrivals, which may complicate reservations.
“As a result of giant variety of last-minute bookings and rebookings we’ve got obtained there have been a small variety of duplicate-booking points inside our system.
“Now we have apologised to these prospects concerned and are working with them to make sure they’ll rebook their vacation, or obtain a immediate money refund.
“We’re sorry for any inconvenience this has brought about and ask if prospects might bear with us whereas we resolve the difficulty,” added a spokesperson for Cottages.com.