Holiday From Hell - Live

Do you know who the supplier is? You can’t just order gas like you can oil. It’s on a contract if it’s LPG. Dependant on the supplier they normally top up once tank is it a certain percent volume, unless he’s on a contract whereby he orders a full tank when needed. But either way as the contract holder you’ll need account no’s etc

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.

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.

There’s lots of useful info here @Bartlebum https://www.schofields.ltd.uk/blog/3459/holiday-cottage-complaint/#:~:text=Is%20the%20contract%20with%20the,problems%20with%20the%20holiday%20accommodation.

I hope you paid by credit card!

I would break into the log store, get warm. And get onto Airbnb and local hotels and ask if anyone can do you a deal. Then I’d be going to small claims court for compensation as well as a refund.

I’m sorry you’re facing this. Often holiday nightmare posts seem a little OTT, but this is dreadful 😢

Oh god op im so sorry you’re all being faced with this shit on what should be a really happy lovely family occasion.
We’ve done many a family holiday with 25ish people and have had the very occasional niggle but absolutely nothing on this scale.
Make as much fuss as you can right now and encourage others in the group to do the same.

Same.

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

Surely just liberate the locked up wood?

Yup, and have them on 24/7 to give him a nice bill surprise!

Where abouts in Devon are you? I live in Devon so might be able to point you to supermarkets etc.

For tonight pop to a supermarket and get hot water bottles for the elderly in your group. Get all the kids (of suitable ages) and get them in one or two double beds and have a huge sleepover to keep them warm, all the adults will have to get jumpers on.

Tomorrow get on to the booking agent - no matter what they say, your contract is with them.

Also, take LOADS and loads of photos and videos. Show the cold water etc.

Does the gas tank have a phone number on it?

You are wrong to state so ademently that the contract is between the OP and the agent when that might not be the case at all. You don't know that. Sykes is only a booking agent and your contract with one of their cottages is with the owner of the cottage.

Also in your next email include something like....

As per my telephone call at Xpm today with Staff Member Name, I understand that you have, and I quote "nothing but complains about this guy."

Given that you have had so many complaints, can you please explain how my booking wasn't cancelled nor was my booking party made aware of this fact prior to arriving?

This situation was entirely preventable and you facilitated his mispresentation of the property and it's quality.

Given the cost involved and the busy weekend, relocating is not currently an option despite our best efforts. You have also failed to assist is with this and have not provided an alternative.

What @ThirtyThrillionThreeTrees says. Document it, photos, videos, email. Create a written email trail NOW with the agent. Send photos and videos on the email trail. Make it explicit that you are creating a written trail or evidence for your full refund.

Get tagging the agents all over social media.

The way you are describing it, it sounds like the actual owner has stopped paying people to maintain their property. The gas/oil thing should be on an auto fill if it's not always owner occupied and if so, someone should be keeping tabs on it. Bets on that he hasn't paid the gas/oil bill. Especially as none of them have heating. One running out, is a major error and at best could be a faulty system that has failed to notify it needs topping up, but all of them out and someone has not been paying some bills somewhere.

Absolutely instigate a card charge back. This is not delivering a service you have paid for.

In the meantime, can you either get a couple of the properties warm and decamp there. Or find a hotel or 2 that can put you all up. Good luck OP.

Tiktok and tag/name the agents

Was the contract explicitly introduction only?

Your contract is with the agent and they need to sort alternative arrangements for you

Definitely the agent’s responsibility.

OP please say who they are and every one of us will get onto X and start hammering them, calling them, until they find you somewhere else, even a hotel

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.

The agent admitted the owner was dodgy. The contract is with the agent. What on earth were they thinking keeping him on their books knowing what he's like? They clearly didn't strike him off soon enough. I bet the owner hadn't paid the gas company so the tanker has stopped coming. there's a serious safety risk with elderly and disabled. You need to try and speak to someone at the CEOs office at the rental firm. This must be sorted now. If it's hotel rooms then that will do I guess. But you need an alternative. Send photos of all the faults.

This is so rubbish.

I think you need a dual approach. Firstly, you just need to rally round to have a good family weekend, however that has to happen. I’d assume the gas isn’t going to get sorted and make plans accordingly.

Secondly, you need to leave a massive paper/email/communication trail that will support your claim to get full refund after the holiday.

You’ll want to go hell for leather on both the booking agents and the owner once you get back. But right now, while trying to salvage your weekend, just do everything you can that supports your case after the holiday. So take photos, record call times and what agents say . Email every possible contact with pictures and complaints.

I would be livid.

I would start taking videos and photos.

I would get in on the booking agent again and refuse to get off the phone until I got to speak to the decision making on call this weekend. Get all

I would ask for email so you could immediately sent Photos and videos.

If unsuspectful, tag them on twitter plus journalists and on LinkedIn too.

I would all 29 do it until they start listening.

Contact bank and initiate a chargeback claim.

Oh that's so sad that this is happening when it's your nan's 80th birthday celebration! I hope you can get this sorted out, it's completely unacceptable.

I too think it's probably Sykes. We used to have them manage our holiday let, and once the pandemic hit they were a nightmare! We were so disgusted with the way they treated us and our guests, that we gave notice, and set up our own website.

If it is them, can I suggest that you go to 'Sykes Cottages Unhappy Customers Page' it's on FaceBook. There is a guy on there by the name of Steve White, who has helped innumerable people when they've had problems, and will likely be able to give you some good advice. So sorry this is happening to you OP.

I always thought the booking agent are employed and acting on be of the owner

see this on a few watchdog type of programs it’s the owner not the agent

When you shop for electric heaters stock up on hot water bottles, hot chocolate and mull🎈ed wine too. How awful for you all!

Happy birthday Nana from MNet 🎈🎉🎂

If it is Sykes, join the "Sykes Unhappy Customers" page straight away. This type of thing is sadly not uncommon, and there is plenty of expertise there - including how to track down the name of the owner.