July 25, 2016
As you can see from my TrustPilot review, Novasol told me to email them. They tried to sound very pleasant. Yet, after I emailed them as requested, they thoroughly chastised me. Just for the record, when I checked into the rental, Novasol's office was CLOSED. I could not have called them, which is why I immediately checked out of the rental and then called Novasol the next day when they were open. Also, they said, "[...] we could have asked the house owner to help or to see how your holiday could be relaxed as much as possible." So...they would have told him to add a third air freshener to the rental? How would that have helped?
Dear Mrs. Tuszynski,
We hereby reply to your e-mail concerning the above mentioned rental period.
We are of course sorry you left the house and rejected the alternative, because there seemed to be a smell of smoke in the houses. You wrote you assumed to have booked a non-smoking house, but nowhere in the house description on our website is mentioned LUX128 is a non-smoking house. Therefore you could not have expected that smoking was not allowed in the house.
Unfortunately you also did not contact us during your stay and you left the house without informing NOVASOL. When you leave a house without contacting NOVASOL this is always for customers own risk - please see our rental terms you agreed with. When you had called us, we could have asked the house owner to help or to see how your holiday could be relaxed as much as possible. Now we did not have that change and it is a pity that therefore your trip to Europe did not became what you had expected.
We hope to have informed you sufficiently with this reaction.
Published Tuesday, June 21, 2016
Terrible experience with Novasol and the holiday home at 33 Um Willspull, Michelau, Luxembourg
I booked a vacation rental (in a duplex) through Novasol for one week. I was under the impression that it would be nonsmoking. When we entered the rental, we saw a nonsmoking sign posted on the wall and, a few feet away from it, an ashtray. The rental reeked of smoke. It was terrible. I immediately told the handyman (who gave us the key) that we couldn't stay there and requested a refund. He offered us another rental in the duplex nextdoor and asked us to wait a moment. We saw him put a couple air fresheners in the other rental and take out the ashtray (seriously, I'm not joking) and then he showed us the duplex. We told him the smell was just as bad and that we wanted a refund. He contacted the owner who told us to call Novasol. And so we did. They would not return any of my money and were not friendly. The owners of the rental would not help either. They repeatedly told us that we had to go through Novasol. No one would help us. We lost a lot of money, which hurt...a lot. I don't have much money. I had always dreamed of visiting Europe, and that was my first (and only) trip.
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