Upon arrival at the Canal House we were greeted by a very confused young girl who swiftly made a phone call when we announced we'd like to check-in, our hearts sank, we could sense something wasn't right at all !! The phone was then thrust into my hand as the owner on the phone informed me she did not have a reservation for us, I insisted she must, informing her we had a Confirmation email, the young girl then called us by our names - I queried the Owner, "If you don't have our booking how does the young girl know who I am?" the young girl admitted we were in their "system". When I explained this to the owner she agreed to come back and meet us. Before the owner "finally admitted" she'd failed to open our Booking Confirmation she had also tried to blame the Booking Agent "Venere" for her error. Eventually the owner had nowhere left to run and agreed to search for alternative accommodation as her Canal House was fully booked (it was Easter weekend). We spent the next 45 minutes sat outside in a small garden as we listened to the owner stressfully making several phone calls to have us relocated, Venere rules state if the accommodation owner makes a booking mistake then they must find an alternative room and pay any additional costs. A room was eventually found in the Hotel Sander, located within the Museum District and close to Vondel Park so this actually worked in our favour - a much more pleasant location than the Canal House, the owner kindly drove us to our new destination and joined us at Hotel Sander's reception where she "literally" paid for her mistake, the Hotel Sander decided to "make" from her mistake and charged 460 euros for 2 nights at their terrible hotel (but that's another story, I've reviewed them separately). We were extremely unhappy with the Canal House owners initial attitude as she'd tried so hard to avoid blame which could have left us without a room for the weekend if we hadn't of arrived so well prepared with Confirmation papers, the Owner even eventually admitted I'd sent her an additional email which she'd also ignored in error. If it hadn't of been for Venere's rules that she must find us another hotel of the same standard or above if same standard wasn't available then I'm convinced we'd have had her door slammed in our faces and told to go away. The Owner when faced with admitting entire fault was more than apologetic, did deliver us to our new room and paid, very reluctantly, the extra costs caused by her oversight. She also offered us a free nights stay in the Canal House if we returned to Amsterdam, we thanked her but in honesty we would never return to the Canal House or recommend to others. Our weekend in Amsterdam was a quick city break based on relaxation & soaking up the local culture, our welcome experience was very stressful and the Hotel Sander didn't restore any faith we ever had in the Dutch people. As a regular visitor to Holland this experience has very sadly put me off returning for a while.