Q: A few months ago, we tried to make a booking for a holiday home via Holiday Houses. By accident, my wife clicked February 12 and 13 instead of January 12 and 13. We only discovered this after the total amount (more than $1000) was paid and she asked the owner to confirm the dates. We requested a refund as the owner was not able to accommodate us in January. The owner will not give us back our deposit of $300. What is the policy on this? I would understand if we cancelled at late notice and she was not able to let the property to anyone else but we have given more than two months' notice.
- Ben, North Shore
A: It seems you are out of luck. Holiday Houses says it's up to each house owner to set their own terms.
"While some offer generous cancellation policies and are flexible with when and how they provide refunds, others might not be, especially where demand is high and they are concerned about rebooking the cancelled nights," a spokesman said.
"It's important to always check the terms and conditions and booking agreement before you sign or pay a deposit."
He recommended you try to work with the owner to find a solution.