- Report: #1240146
Complaint Review: YNA Your Nice Apartment - Internet
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YNA Your Nice Apartment
Internet, USA
Phone:
0044 (0)203 3977903
Web:
http://www.yourniceapartment.com
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YNA Your Nice Apartment SIMON WALKER Misrepresented property, overcharged my credit card Based in UK Internet
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I should have been nervous that I could rent a fabulous place, called CLEMENTINE APARTMENT, over the phone on the very morning I was traveling to Nice. The online photos were nothing like what I experienced there. There were exposed wires hanging all over the place, my daughter touched one and it shocked her. The premises were unkempt. If only I could post a photo, you would shudder. The beds were like sleeping on a rock. The girls tried to sleep on the sofa but the sofa was very short and oddly built so no sleeping on that. The apartment had mold. All of the conditions in turn made my diabetic child sick. She could not get her blood sugars down in the apartment because of the heat and the bad conditions. As a mom, I could not keep her there. We stayed only the first night, Friday night, as it was unbearable. I tried to call YNA to get a different place but they are closed on weekends so I had to find a new place on my own and pay. When YNA opened on Monday, Simon Walker made the decision to not refund my money. I looked at my debit card to check the charge and was SHOCKED that I had been charged over $900 for a one night's stay. When I booked it, the online price was less than 100 euros/night (plus a discount coupon!) I sent photos to Simon of the premises. I explained to Simon that I am a single mom traveling with my daughter and I could not in good conscience keep her in that rental. I could not afford to go rent a new place without him refunding me. Certainly I could not afford what I considered to be FRAUDULENT charges on my credit card for almost $1000 for a one night stay. I could have chosen many places to stay if I had planned on spending that and would have never chosen YNA. Simon Walker and YNA YOUR NICE APARTMENT refused to refund me. This was the absolute worse travel experience I've ever had in my life.
1 Updates & Rebuttals
YNA ltd
Great Dunmow,Washington,
United Kingdom
Your Nice Apartment.com
#2REBUTTAL Owner of company
Wed, July 08, 2015
As the no. 1 holiday rental agency on the French Riviera we have worked very, very hard over the past decade to achieve the great reputation we have today and it always disappoints me when guests first threaten and then follow through on their threats to leave bad reviews because in their mind they feel entitled to compensation for a bad experience which we are not responsible for.
Unfortunately this guests daughter has a diabetic condition which is exacerbated by the heat. Had she told any of our booking team they would have advised her to book an apartment with air con. Instead she booked an apartment in Old Town Nice with floor fans only (as advertised).
I am truly sorry the heat in Nice became too much for the guests daughter even after our manager brought extra fans to the apartment in an effort to keep them cool.
Without consulting our manager the lady then moved to other accommodation.
Having already declined bookings for these dates it would have been extremely unfair to the owner of the apartment to refund this guest when we have advertised and presented the apartment in all accuracy. The apartment was clean and well presented when our manager checked the guest in. The pictures the guest has taken of the communal area and stairwell and very common of the 17th Century buildings which house all the apartments in the Old Town area of Nice. These areas are the juristiction of the buildings Syndic (management agency) and as such these areas tend to be old, worn and in some cases a little run down, this is all explained on our website. We ask all our guests that any issues in these areas be reported to us asap so we can contact the Syndic and resolve them asap. Many of our guests feel that these areas add to the historical character of the Old Town area and this is why people stay in this part of town. If you are looking for pristine hallways and faultlessly painted stairwells then please choose any of the other areas of Nice, the Carre D'Or, Musiciens quarter, Promenade or the Port.
I also wanted to be clear that we do not overcharge guests. It was made clear over the phone when the lady booked that all our prices are in GBPs (British Pounds Sterling) as we are a British company and do not deal in any other currency. Unfortunately in her rush to book a property for her arrival that night I don’t think the guest took that onboard and was confused by the charges that were made to her card.
The amount she paid for her 5 night stay (£500 - £25 per person per night) was lower than the average price per night for a 2 bed holiday apartment in Nice so I feel this is in now way overcharging.
Again it disappoints me when guests clearly don’t take responsibility for their decisions and then threaten myself and my company’s reputation in order to try and force us to pay for what is essentially their mistakes.
1) Knowing about the daughters condition and apartment with air con would have been mandatory
2) Had the guest listened to our booking advisor who told her the price would be in GBPs
Here is a link to the Clementine apartment on Trip advisor and the good reviews it has:
Kindest Regards
Simon Walker
Your Nice Apartment Ltd.
