Reply from WhimstaySep 20, 2024
Thank you for sharing your experience. We're disappointed to hear about the challenges you encountered during your stay, and we’d like to clarify a few points.
Whimstay is a platform where professional property managers, like Cozy Suites, list their properties. While we don’t control the specific content of their emails, we expect communication to be professional and clear. For over five years, we’ve partnered with thousands of property managers across North America, Mexico, the Caribbean, and soon Europe, collaborating with trusted names like Wyndham, Booking.com, Google, and Expedia.
In regards to the pet policy, we understand that details can sometimes be missed. The pet policy, including the weight restriction and fee, was indeed included in the listing's description and photo gallery. We always encourage travelers to review all listing details carefully before booking to ensure the property aligns with their needs.
As for pricing, we ensure transparency. Taxes and service fees are clearly displayed during the checkout process in compliance with all regulations. There are no hidden or undisclosed fees, and we follow the same structure seen on all major marketplace platforms.
While we are sad to hear that your experience did not meet your expectations, we remain committed to working with both travelers and hosts to ensure clear communication and a positive experience. Please feel free to reach out to us directly if you'd like to discuss further.
