Unprofessional service & arrangements

Dear Housetrip,

I am utterly unsatisfied with the service you had provided for the apartment booking in Paris with the booking ID 1854535.

The initial booked apartment was a 2 room apartment near Gare de l'Est on 6th August. I was shocked to know that the booking was cancelled when I called up the host while in a train on the way to Paris, which was 30 minutes before the time of my arrival in Paris. I had receive no notifications from your team when the host informed me that you promised to handle the matter a week before my date of arrival.

When I called up your hotline, they told me that I had to be connected to my email in order to assist me. I was very lucky that the train station had free wifi services, if not, I do not think it is wise for me to pay for internet services when it is your team who created this mess for me. Later your team did manage to locate and propose a few apartments as alternatives for my stay. However the choices given were either too far from the city or strategically located in town but with higher prices compared to the previous one I have paid. They initially wanted me to pay the balance if I chose the ones with higher prices but only agreed to exempt it after I enquired about it.
In the end me and my family only managed to check in into the apartment at 10 PM and and waited another approximately an hour for the cleaner to prepare the rooms for us. We wasted a total of 5 hours on the first day of our trip here, just to settle for a less ideal apartment thanks to this problem you have created for us. I believe this precious 5 hours in Paris would be even more meaningful for us to visit other places that we had already planned since months ago. Thus, I think it is ridiculous for me to waste half of my day as we came so far away specially for this trip to Paris, and only ended up here for this unexpected nightmare. For this matter, I expect a reasonable compensate for the whole hassle you have caused.

Your irresponsible team had disrupted our visiting schedules for the day and we did not manage to store up our grocery items as planned with the last minute changes we had to adapt. It definitely was not an easy wait for us (5 person) when there are 2 elderly (over 60 years old) traveling together with 5 huge luggages. With your highly rated popularity among travelers to use your service, I am extremely disappointed that you fail to keep up the reputation you had to put your customer's needs as the priority.