Dear Madam/Sir,
Recently you’ve booked a stay at a property called The Dormouse House in Slovenia. You’ve received a booking confirmation which looks legitimate, but it was sent from a @gmail.com account and it provides a Slovene phone number that goes to a voicemail.
Unfortunately, I have to inform you that you are a victim of property fraud. Someone created a copy of our property listing with an identical name, photos and descriptions and collected reservations for our property. We immediately reported the fraud to Booking and they confirmed that there is a second account existing which is fake.
As a manager of the real Dormouse House, I am sorry that you have been scammed. However, it was the Booking security mechanisms that should have prevented such fraud. This is not a case of double booking and we are not responsible for finding a solution for you.
I spent several hours on the phone with Booking. They told me that they could not inform the scammed customers because they could not see data of people who had booked on the fake property listing.
I suggest you contact Booking Support immediately. It is best to use the contact number for your country, which you will find in your Booking account. Booking already marked your reservation as a fraud and they assured me that they would assist any customer with finding an alternative accommodation. You will probably need some patience in reaching their assistance as the helplines tend to be busy.
You can also report the fraud to the police. We had already informed the local police in Cerknica, address Cesta v Dolenjo vas 3, 1380 Cerknica.
I am sorry for the disruption of your holidays. As a manager of the real Dormouse House, I always strive to make staying at our holiday home a pleasant experience. The house is fully booked for the whole month with guests who had booked through our proper account. I kindly ask you to not disrupt their stay at the holiday home and not stay on our property until you find a solution with Booking.
In case you need to find alternative accommodation by yourself, here is a link to possible rental apartments in the vicinity: https://www.notranjski-park.si/en/visit-us/accomodation-and-restaurants/accomodation
Best regards,
Jana Kus, the manager of the Real Dormouse House
