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Original poster

Holiday From Hell - Live

359 replies

Bartlebum · 15/03/2024 17:30

Please help!

It's my nan's 80th birthday and we have arranged for 29 of us to come to North Devon for a weekend to celebrate. Arrived at 3pm to boiler faults in our cottage, no heating and no hot water. Immediately reported and the owner did not reply.

We have seven cottages in total and as everyone arrived we realised all of them are out, so we checked the gas tanks for the whole property and they are empty.

I have been calling the booking agent we went through who said they won't deal with this guy anymore as he has had nothing but complaints, so have terminated the contract.

As we paid them I have asked them to sort it so they said they will do what they can to get in touch with him.

It's been 2.5 hours and no progress. 29 people, two elderly, 7 children and one with a disability. I have asked them to find alternative accomodation but they said its not on them, it's on the owner of the property who is not contactable.

I don't know what to do. There is no one on site as it was all done via key codes. The owner lives several hours away in London, we are freezing and can't begin celebrating my nan turning 80 on what should have been an amazing occasion. We literally stayed here two years ago and had the most amazing time but it's changed hands and not been maintained to any standard.

Anyone been in a similar situation? I've been nice to the agents and I don't want to kick off but I can't believe they won't help me.

OP posts:
Thread gallery
14
hellsBells246 · 15/03/2024 19:20

Did you book through a company eg Hoseasons or via the owner?? If the former, ring the company. If the latter, then if you have rung the owner then I'm not sure what else you can do. Is there a local housekeeper listed in the cottage? Do you have a booklet with useful numbers to ring?

Did you ring this week and confirm everything with the landlord?

CrispEater2000 · 15/03/2024 19:15

Gymmum82 · 15/03/2024 17:36

Get yourself to a supermarket and buy a load of those plug in electric heaters and move them around the house. They heat up pretty quickly

Yeah and leave them running when you leave so the owner gets a nice energy bill through.

WinteryConditions · 15/03/2024 19:15

Ugh sorry for spelling/typos

WinteryConditions · 15/03/2024 19:14

The advise re Facebook and Emerson heaters is good though 👍🏻😀👍🏻

WinteryConditions · 15/03/2024 19:13

Movinghouseatlast · 15/03/2024 18:47

With many agents they are literally just booking agents and your contract is with the owner and they will wash their hands of any complaint.

In order to get a chargeback claim you need to not stay for the duration you booked. So find somewhere else, document and photograph everything and go as soon as possible.

As others have said look on Air BnB, you probably won't be able to find anywhere to take you until at least tomorrow.

It isn't true that you can't claim chargeback unless you leave the accommodation. (section 75/credit card or debit card chargeback)

There is so much incorrect information on this thread 🤦🏻‍♀️

StarlightLady · 15/03/2024 19:10

Contract law is complex. See my Which link upthread. It is not possible to say from the info here, who the contract is with. That can only be done by scrutinising the T&Cs.

Speckledpasta · 15/03/2024 19:04

Appalling!!

You booked through an agent - your contract is with them. Insist they deal with it right now.

I would not be trying to buy any heaters to make good, it is uninhabitable. Take lots of photos.

Assuming you have travel insurance too?

I would tell the agents if they haven't sorted you alternative accommodation by 2200 then I'd book into a hotel and expect them to refund the bill and any difference.

Then enjoy the weekend regardless and worry about complaints next week

MagentaRocks · 15/03/2024 19:03

the80sweregreat · 15/03/2024 17:39

Good point re gas :(
I am sorry this is happening to you
I hope that the owners are taken to the cleaners once you get back.
People on here often say to name and shame on Twitter (x) , but again not helpful to you at the moment.
I'd be considering calling the police on them , but I guess this is extreme. You have vulnerable people with you and left high and dry , it's appalling and I bet none of it was cheap to rent for the weekend.
Hope you get some better advice and take care

Why the police. It is not a police matter. If they have vulnerable people that can’t stay then they can leave. There is no crime here.

puzzledout · 15/03/2024 18:59

cuckyplunt · 15/03/2024 18:27

I’d be smashing into the wood store for a start.

Agreed!

bellocchild · 15/03/2024 18:59

When you've sorted out the immediate chaos (!), make sure you tell the local paper, and get the local authority to inspect the cottages. Make a fuss, a big one!

puzzledout · 15/03/2024 18:58

BlackeyedSusan · 15/03/2024 17:40

Bet the agent is Sykes. They are shit. Never again.

I concur!!

Birdh0use · 15/03/2024 18:54

Don't break into the wood store or cause criminal damage! It's not -20 c and you'll just get in trouble

twinmumoffour85 · 15/03/2024 18:54

I would go and get some wood and electric heaters immediately. And then turn on all the cookers (hoping they're electric) and open the doors! Keep trying to contact the owner and holiday company and get everyone who is social media savvy to name and shame the owner and company you booked through online. On every social media platform you can think of. Really hope you get sorted. What an absolute nightmare for you all.

PrincessCharlottesleftsleeve · 15/03/2024 18:53

I'd phone every contact I had numbers for, get photo evidence, and go home.

WorkingFromHomeShite · 15/03/2024 18:52

@Movinghouseatlast ‘’In order to get a chargeback claim you need to not stay for the duration you booked. So find somewhere else, document and photograph everything and go as soon as possible.’’

This is interesting, I had no idea. So OP should really be looking to leave tomorrow?

LIZS · 15/03/2024 18:50

Awful. There must be someone local employed to do the changeovers, with access to wood-store etc. Are there any immersion heaters fir hot water at least?

Badburyrings · 15/03/2024 18:49

RatatouillePie · 15/03/2024 17:55

You need to be realistic here.

If it's the gas cylinders that have run out, then there are several suppliers in North Devon who could potentially help.

But even if you get gas, from what you've said the properties are filthy and not suitable, so having heating isn't going to help matters.

I'd get onto Airbnb and see if there are any suitable properties nearby to rent.

A quick search on Airbnb tells me this place is available for the weekend:
Mount Sandford House, Sleeps 24 to 31 - Houses for Rent in Barnstaple, United Kingdom - Airbnb

(No idea which area you're in but I just searched North Devon and 8+ bedroom houses).

It might be worth phoning the owner and explaining your dilemma!

You will then need to push for a full refund from the person you paid. Put it in writing immediately to them what is the issue, what you have done to solve it, and insist on a refund.

Sadly you can’t just buy gas like you can oil. It’s under contract and no other supplier can supply, if you change suppliers you have to wait until existing contract runs out and your new supplier has to buy the tank and all safety certificates from the old supplier before they can fill. Sadly I know this from bitter experience when my gas company oversold and under delivered and we had no gas in January this year when it was freezing..

the80sweregreat · 15/03/2024 18:47

The local Facebook idea is good
It's worth a punt at least
People rally round in an emergency
( maybe contact the local radio too ?) just a thought..

Puzzledandpissedoff · 15/03/2024 18:47

I don’t know why so many posters are saying the contract is with the agent. No one here can say that for sure, and actually it usually isn’t

This is true, Testina, but you'd hope they'd at least try to be a bit more helpful rather tthan washing their hands of it

OP said they've only gone for the weekend, so since it's effectively been made a write-off I agree about the hope they've paid with a credit card

And is there any chance you can link the property, @Bartlebum, so the rest of us can avoid it?

Movinghouseatlast · 15/03/2024 18:47

With many agents they are literally just booking agents and your contract is with the owner and they will wash their hands of any complaint.

In order to get a chargeback claim you need to not stay for the duration you booked. So find somewhere else, document and photograph everything and go as soon as possible.

As others have said look on Air BnB, you probably won't be able to find anywhere to take you until at least tomorrow.

Notwhatyouwanttohear · 15/03/2024 18:46

Break into the wood store no way would I be tolerating the treatment you are receiving.

EeesandWhizz · 15/03/2024 18:46

Where in North Devon? Get on the local facebook group, someone might be able to help contact the owner or lend you some electric/gas heaters.

LakieLady · 15/03/2024 18:45

WorkingFromHomeShite · 15/03/2024 17:39

If you paid the company doesn’t that mean your contract is with them? So I agree with Twitter, make it visible. Put the link here and get people to retweet.

I thought so, too.

Bloody awful thing to happen, especially on a Friday when you can't get on to consumer advice or anyone. I think your only options are trying to find a hotel that can accommodate you and start sorting out getting your money back first thing on Monday.

So sorry this has ruined your nan's birthday weekend.

ArseInTheCoOpWindow · 15/03/2024 18:43

StarlightLady · 15/03/2024 18:37

OP, l am sorry to hear this.

l suggest the following. First of all contact the agent and ask for a copy of their formal complaints procedure. It is important that you put your complaint in writing or email for the trail.

Secondly, check to see whether the agent is a member of a trade body, this should be shown on any letterhead/website/brochure and contact the trade body.

Send photos where possible and focus on what you were promised against what you have.

lf you paid by credit card, discuss with your bank.

Read through any agreement to try and ascertain exactly who you have contracted with.

Consider contacting a no claim/no fee travel law firm.

Now, my last suggestion is going to cost. If you are in a town which has a local solicitor’s office, pop in or call them and ask how much a one off consultation would cost. Just one solicitor’s letter could be enough to sort a refund.

Good luck OP.

They deserve more than a refund!