Poor service/ intolerant of foreigners/ no options or solutions.
With 4 other friends, my husband and I decided to book one of the houses in Denmark (Feriepartner Odsherred) to spend New Year's Eve.
However we made the decision not to go as the pandemic situation in Denmark was really critical.
Initially one of my friends called to cancel or to see possibilities to postpone the reservation to another date but the only solution they offered was: we refund only 20% of your money and there is no possibility to postpone the reservation.
Since this seemed a little unfair to me, I made a personal call to better understand the situation and to look for solutions. The call was answered by an unfriendly and rude person.
I asked to speak to someone in English as my German is not so good, the response of this person was "if you made the reservation in German you must speak German and not English". This considering that the reservation is for Denmark and not Germany.
This made me think that this company is not friendly or tolerant of foreigners or at least people who do not speak German or Danish.
Also, this person asked me why we had decided to cancel the reservation, to which I answered: "the risk of going to Denmark was too high" and the person answered: "you are young and you can take that risk" ..... what kind of answer is that?
At the end of the call, the person offered absolutely no solution.
I find it unfair that in the middle of a global pandemic where the rules and regulations of each country change daily, where the uncertainty and the risk of contagion are high (more currently in Denmark) this company does not provide sufficient alternatives given the current situation and does not seem to care about the health of their customers.
However we made the decision not to go as the pandemic situation in Denmark was really critical.
Initially one of my friends called to cancel or to see possibilities to postpone the reservation to another date but the only solution they offered was: we refund only 20% of your money and there is no possibility to postpone the reservation.
Since this seemed a little unfair to me, I made a personal call to better understand the situation and to look for solutions. The call was answered by an unfriendly and rude person.
I asked to speak to someone in English as my German is not so good, the response of this person was "if you made the reservation in German you must speak German and not English". This considering that the reservation is for Denmark and not Germany.
This made me think that this company is not friendly or tolerant of foreigners or at least people who do not speak German or Danish.
Also, this person asked me why we had decided to cancel the reservation, to which I answered: "the risk of going to Denmark was too high" and the person answered: "you are young and you can take that risk" ..... what kind of answer is that?
At the end of the call, the person offered absolutely no solution.
I find it unfair that in the middle of a global pandemic where the rules and regulations of each country change daily, where the uncertainty and the risk of contagion are high (more currently in Denmark) this company does not provide sufficient alternatives given the current situation and does not seem to care about the health of their customers.
Dear Ms Pineda,
I am very sorry that you did not receive the information you were looking for. However, we are bound by our partners' cancellation policy, which states that 80% of the rent must be paid in the case of last-minute cancellations (until 70 days before arrival, as you can see from the rental conditions), as the owner has already received his rent and is not legally obliged to return it. Furthermore, the borders were not closed and a lot of Germans spent their individual New Years holiday undisturbed in the holiday home.
Our team consists of cosmopolitan people and all speak several languages. That someone refused to speak English I consider impossible.