Holiday From Hell - Live

Are there any tools or keys in any drawers you can access the log store with? Do none of the cottages have any logs accessible?

Social media and name the agent and the owner.

This is absolutely awful. I'm so sorry. I know this is a long shot but can you find the owner on Facebook? I class this as an emergency so I would even contact anyone on his contact list that look like a wife/relative etc and then message them too. Yes it sounds drastic but I wouldn't let this drop! We had to get owners out to a house we rented once lockdown had opened up. It was absolutely manky. I couldn't believe how bad it was and especially since we've just had a pandemic. They swore their cleaner had been on that day but I took lots of pictures and sent them. They came out same day and gave a good clean. There was no way they could deny how disgusting it was. Mould all over the shower mat. Curly hairs still in shower tray. Lots and lots more manky stuff. They cleaned it but put a real dampener on our holiday. So sorry.

Oh this sounds so bad. Is there a Hotel nearby you can move nan and the other elderly or sn members of the group.

Too late for you now- but I now refuse to book any accomodation on Booking or Airbnb, etc, that does not guarantee someone on site and NO key codes.

I think the company you booked with is responsible.

If you get a chance, post the t&cs but I know you have bigger problems right now.

Surely the agent has an obligation to sort this out or offer alternative accommodation. They cannot say it’s just down to the owner. If you paid the agent, the refund must come via the agent. You need to be a lot firmer because it’s not acceptable. Either alternative accommodation sorted or heating resolved immediately.

My folks have one and it gets filled automatically when it runs low. The tanker just turns up

Only if that’s part of the agreement you have with the company:

Go and buy some wood - garages sell it quite cheap - at least you’ll be warm.

Thats horrible, your poor Nan
I am not a lawyer but I would say that if your contract is with the booking agent its up to them to sort it out, if they aren,t responding you need to get very tough with them

So the holiday company new their client was a bad host, but didn't inform you?

Let them know that you have tried to be polite, but this is all on them..they had complaints about him but didn't bother to inform you ( obviously they didn't want you to cancel).

They probably won't be contactable over the weekend now, but let them know you will going for a full refund and they will be named all over social media as a company that deliberately didn't inform you of potential problems and bad client, and the result is a ruined break and celebration for 29 people.

Who are they OP? Name and shame them.

Why wouldn't Twitter be helpful right now? I've had really, really quick action from companies by posting things on there.

The booking agents are being ridiculous - please name and shame.

are you able to share where abouts you are in case anyone local has spare heaters? I know we’ve got 4 we would happily drop off within a 30 mins drive to help out.

Do you have holiday insurance?

I know you're in the UK but our annual policy covers us abroad and in the UK.

If you are insured phone them and see if there's anything they can do.

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

Gas will be on a contract so you won’t be able to order (or get a delivery asap even if you could).

Sounds like this is the least of the issues, I’m so sorry 😢

You need to go and buy wood and some fan heaters and then try and claim in your insurance.

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

What do the T&Cs of the contract say?

How did you pay? If credit card then gather all the evidence by photo and see if you can find alternative accommodation. Then claim back on your credit card.

This isn’t good enough.
Do you have travel insurance?
Complain endlessly to the booking agents.

I would buy some wood from nearest garage or roadside log stall. And set up in the cottage with the electric shower. And the two either side.
Move the most vulnerable into the nearest hotel with vacancies and ask if they can cater for you this weekend.
Then take owner to court for full refund.

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.

Definitely going to have to kick off. Being nice isn't going to get you anywhere.

Who are the booking agent? Could Twitter help here?

Oh no.
Are the gas tanks the big like this one? My folks have one and it gets filled automatically when it runs low. The tanker just turns up.