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## Unsuspecting travellers discover Auckland apartment unavailable

Unsuspecting travellers have been shocked to discover an Auckland apartment they rented for a holiday hasn’t been available for more than a year. This unfortunate situation has left guests frustrated and out of pocket, highlighting the need for better booking system management and improved customer support from online travel agencies.

One such guest affected by this issue is Nelson woman Virginia Oakley and her partner, who booked a stay at the “Heritage Haven” apartment in Auckland’s CBD earlier this year. They paid $320 through the popular online travel agency Booking.com to secure the apartment for two nights.

However, upon arriving in Auckland and contacting the provided phone number, Virginia was alarmed to learn that their booked accommodation was no longer available. This left her feeling confused and disappointed, as she had already paid for the stay.

The person on the other end of the phone explained that they had previously managed the apartment on behalf of the owner, but their rental business had been wound down in 2021. They also revealed that they had been trying to get Booking.com to remove the listing, but to no avail.

Booking.com’s customer support proved difficult to reach for Virginia, so she sought help from the nearby Heritage Hotel concierge. Thankfully, they were able to find her an alternative room for the weekend, but at an additional cost of $437.

After her holiday, when Virginia finally managed to speak with someone at Booking.com, she was initially assured of a full refund. However, the situation changed, and Booking.com informed her that she would need to resolve the matter directly with the host.

The former host of the “Heritage Haven” apartment claimed to have received numerous calls regarding this property and other listings that remained active on Booking.com. He expressed frustration at being unable to remove the listings himself since he no longer had access to the necessary accounts and emails. Interestingly, other online travel companies, such as Airbnb, had no trouble removing the same listings.

Booking.com acknowledged the issue and apologized for the inconvenience caused to Virginia and the former host. They explained that hosts or “partners” usually have the ability to remove listings themselves, either through the website or with the assistance of Booking.com’s support team.

Furthermore, Booking.com clarified that Virginia’s payment had gone directly to the platform and not to the host. In this case, no payment would have been released until the platform confirmed a genuine stay. They closed the listing down, as well as other properties associated with the account, and provided a full refund to Virginia for the “Heritage Haven” reservation and the additional cost incurred for the alternative accommodation.

Amidst growing concerns surrounding fraudulent listings and unreliable booking systems, services like AI legalese decoder can play a crucial role in addressing these issues. By analyzing complex legal language and terms of service, this AI-powered tool can help travellers better understand their rights and navigate the legal aspects involved in booking and accommodation disputes. It can provide users with clear explanations, summarizations, and potential courses of action, empowering them to advocate for themselves and find resolution in such situations.

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