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, offended clients, a few of whom have seen journeys cancelled on the final minute, have accused the corporate of purposely rebooking clients at increased charges – one thing that has been strenuously denied.
A press release from Henrik Kjellberg, chief govt of Awake UK, mentioned: “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 not too long ago.
“Over the previous couple of weeks, we’ve got skilled unprecedented ranges of demand to our web sites and speak to centres.
“Although we anticipated demand to resurface as UK journey restrictions had been lifted, we didn’t plan for a tenfold improve, which is what we’ve got skilled on a few of our platforms in latest weeks.
“To place it merely – our programs didn’t scale to the extent we wanted them to and this regrettably prompted some duplicate bookings to happen.”
Awaze UK mentioned it had welcomed half one million clients for a vacation in August alone – a beforehand unprecedented degree of demand.
“We have now now put new measures in place and have been working quick so as to add additional capability each to our telephony programs and by including extra employees to our contact centre,” added Kjellberg.
“Whereas we are going to at all times attempt to discover different lodging for visitors, if this isn’t potential, relaxation assured we can 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 quite a few different eventualities that are exterior of its management.
Homeowners take bookings with out informing the corporate, for instance, or develop involved a couple of rise in Covid-19 instances and implement gaps between arrivals, which may complicate reservations.
“As a result of massive variety of last-minute bookings and rebookings we’ve got obtained there have been a small variety of duplicate-booking points inside our system.
“We have now apologised to these clients 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 clients may bear with us whereas we resolve the difficulty,” added a spokesperson for Cottages.com.