Sky Apartment kampala Feel At home

The property I booked through Travelnest did not exist. I spent an hour driving around the area and asking locals for directions which did not exist. When I contacted the host he offered another property miles away and did not confirm if my booking existed. When I requested a refund from Travelnest, they were unresponsive for a week, leaving me without accommodation. I was very disappointed as I believed my booking was safe and protected through their company who verify hosts however, I was fell victim to a scammer due to their negligence. When notifying them of my concerns, an agent named Lucky Pereda from Travelnest issued this absurd response: "I hope you are doing well, and we relayed your complaint to the property host, who has the final decision on any solutions that they’d wish to offer. At Travelnest, we work as an agent to market the property on the host's behalf, and the final decision is at their sole discretion. After carefully reviewing your complaint and factoring in everything, the host has made a final decision on the matter, which I have outlined below I regret to inform you that the refund and compensation request from the property has been declined. Whilst I understand that this is unlikely to be the outcome you were hoping for, this is the host's final decision on this matter." This response was very unprofessional and disappointing, as I believe the scammer should be removed from their platform and a thorough investigation should have been conducted. Booking.com have since taken on my case however I definitely would not recommend any booking through Travelnest.

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