We’re genuinely sorry to hear about your experience and regret that this interaction caused you distress. That is never the experience we want for any customer.
To clarify, our cancellation and refund policies are clearly outlined at the time of booking, including the 24-hour cancellation window. In this case, there appears to have been a miscommunication during an internal review, which led to mixed messaging regarding eligibility for a refund. We acknowledge that this inconsistency should have been handled more clearly and promptly, and we apologize for the confusion it caused.
Regarding communication, our intention was never to be aggressive or invasive. We recognize that the tone and frequency of messages did not align with our service standards, and we take this feedback seriously. We are actively reviewing our internal communication processes to ensure all customer interactions remain professional, respectful, and channel-appropriate.
We also want to note that this review platform is relatively new for us. However, Glamourental has served a large number of clients successfully, with many positive reviews and repeat customers across other established platforms. While no business is immune to isolated issues, we remain committed to transparency, accountability, and continuous improvement.
We respectfully disagree with the characterization of our actions as illegal or harassing, but we do understand how the experience felt from your perspective, and for that we are truly sorry.
We remain open to resolving this matter fairly and professionally and encourage direct email communication so we can review all documentation and bring this to a proper closure.
— Team Glamourental
