Double booked at Rabbit Hall

I had a great experience with Rabbit before, and wrote positive comments about them. However, this time the experience was poor, as I believe I was double booked. I will provide some details as well as quotes from their response to ensure fairness.

I live in the UK and had a great experience in Prague last time. In my second visit, I tried to plan it right and stayed for 2 days. I booked at Rabbit early Saturday once the schedule was made public. I selected a masseuse I like, and booked her an hour and a half on the first day, and the same on the second day. I stayed in a place a few minutes walking from the venue to make it easy going back and forth. I asked for 2 days of holiday from work so I can really enjoy it, and was looking for 3 hours of fun.

Then on day 1, I received a message from them that the girl had an emergency and couldn’t make it. I thought I really had a bad luck and was disappointed. But we all had emergencies and things happened. I then asked a very simple question in good faith „will she be in tomorrow?“ This is to check about the status of my day 2 booking.

Surprisingly, the answer was „she is fully booked“. Obviously, they forgot I had another booking with her the next day. So I reminded them of that, specifying the exact time, and thinking that my day 2 booking is going on. 20 minutes later, I received the following „we were about to wrote to you. She won’t be able to come to work“.

I thought a bit, then wrote „can you please explain to me how come she isn’t working, when a few minutes before you said she is fully booked??“. The response „she is not available. That means fully booked“. My response „No. fully booked means working“.

After a few back and forth, their last comments were „much easier to write fully booked than explain she is not working“, and „it was my fault, I said fully booked, I didn’t know you have reservation for tomorrow“.

Here is my take. It is possible the girl had an emergency and didn’t come on day 1. They tried to compensate the regular customers that got cancelled on day 1, by freeing some space for them on day 2. They ended up double booking me, thinking I am a tourist and likely won’t be back. They made the mistake of forgetting that I made 2 bookings, so when I asked about my day 2 booking, they gave me the typical answer they give everyone that she is fully booked. When I reminded them that I am one of those that have a booking, it was too late for them to correct the situation as my slot was already taken.

In short, both of my bookings didn’t happen and after much investment of time and money, my trip was totally ruined.

I hope somebody can convince me of their argument that it is much easier to say fully booked than not working. I don’t see any ease there, so I am not buying it. I don’t want to be harsh, but all signs is that I was double booked in favour of a regular customer.

Do you agree with me that I was double booked? Or perhaps my assessment was wrong.

I am also curious to know if anyone had a recent cancellation/double booking from any of the big agencies, like Rabbit, Candy or others. They are supposed to be reliable.