Generic responses without addressing the core issue are considered inadequate handling of a customer request.
If the service accepts payment and acts as a booking intermediary, it is obligated to review complaints substantively, not redirect customers in circles.
What helps in practice:
submit your request strictly in written form
clearly describe the issue without emotions, but with facts
include the booking number, dates, and amounts
state a clear demand: refund, compensation, or price adjustment
It is important to document every stage of communication: dates of requests, responses received, and any lack of reply.
If customer support responds with templates and does not resolve the issue, this can be considered improper provision of the service.
Publicly filing a complaint on Xolvie often changes the company’s approach: requests start being reviewed on their merits rather than formally, as the situation becomes visible to other users.
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