Reponse from Goodstays Queenstown Ltd.
Interesting to see this review + responses regarding our Queenstown holiday rentals company, Goodstays Queenstown.
Frankly, we find it unfortunate and disappointing to see our GOOD name posted in such negative headlights, but then that's freedom of speech for you. So here's our side of the story.
As some of you have wisely ascertained, this particular holiday home (15 Esplanade) was in the process of moving to another property management provider when this rate change happened.
Despite our best efforts to keep the lines of communication open - and to therefore ensure that all bookings were managed 100% correctly in the change-over - we were instructed to increase rental rates on bookings at 15 Esplanade with no warning.
We explained that there were existing bookings to be honoured: our request to maintain these bookings on the original $ rate was denied.
We then did all we could to offer alternative accommodation, and of course fully refunded the individual who has posted this highly inflammatory remark. Our reservations manager spent a LARGE amount of time attempting to work out a positive outcome for this individual.
Other guests had booked the property months earlier; we secured them very good alternative arrangements for their Queenstown stays. So a potentially negative experience became a good one.
As some of you explain in the above posts, in situations such as these the property manager is essentally the messenger, acting on instructions beyond our control. "Don't shoot the messenger" - or sully our good name when this is a situation that is out of our hands - springs to mind!
For the record, our business has been operating for many years (established in 1984) and is highly reputable. Feel free to read reviews on our website and blog, see www.goodstays.co.nz.
Our portfolio of Queenstown holiday rentals is consistently growing, due to our professionalism, innovation and attention to detail.
Our terms and conditions are 100% legal and naturally cover off this type of situation. Why? Because we act on behalf of holiday home owners... they have the authority to decline any booking they choose at their holiday home.
Best regards: the team at Goodstays Queenstown Ltd.