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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:
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14
DriftingDora · 15/03/2024 23:15

Trickabrick · 15/03/2024 17:36

So sorry OP, I’m not sure how likely it is that the gas tank can be topped up in time for you to enjoy your weekend.

In the meantime, can you put those most in need of heat etc in one or two cottages and concentrate on making those comfortable whilst the rest of you make do?

Edited

I think this is sound advice to get as many of you as possible into a couple of the cottages to try to keep warm and to buy some electric radiators as temporary heat (assuming the electricity's OK), so that you can take them home with you when you leave. Keep all receipts, of course, for a potential claim, photograph as much as you can in and around the cottages (including the empty log baskets that should have been full of logs - and to show that there aren't any supplementary heating/radiators around which have been provided by the owner).

Are there any neighbours/locals/shop in the vicinity who might know any information about the absconded owner? Might the local council/environmental health have an address for the owner if you explain your predicament to them by phone? Regardless of what the booking agent's said to you, I'd still keep ringing them to try to put pressure on to offer you some form of help. I'd be rather dubious that they were being totally honest that they've terminated the owner's contract - it may be the truth, it may be just to try to get them off the hook. Document what action you take, as you may need to refer to it for a claim.

DistinguishedSocialCommentator · 15/03/2024 23:14

What did the reviews say? You did read them?

PurpleNebula84 · 15/03/2024 23:07

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

What would you ring the Police for?

Whilst it's ghastly what's happened, no crime has been committed, just breach of contract.

Cicciabella · 15/03/2024 22:53

Omg sounds horrendous just go home !¡

justasking111 · 15/03/2024 22:51

Hopefully you'll have a lovely time together now

Fannyfiggs · 15/03/2024 22:43

I can't believe that the relatives with the shower kicked off at getting moved. Some people are unbelievable!

I hope you enjoy the rest of your weekend 🎉

Duckinglunacy · 15/03/2024 22:41

There really does need to be some degree of reform in this area; we have had problems with holiday cottages over the years and whilst the agents we use are generally pretty good at managing the more operational points, when we have on occasion asked for partial refund for significant things not working (and on one memorable occasion an actual infestation of ants that had me scrubbing walls and floors several times a day), the answer has always been that the contract is with the owner and a refund is not within their gift. Often the holiday agent gets a very small slice of the pie, and when the issue is that the owner is neglectful they have no power other than to stop marketing the property. They usually can’t help in the interim.

whichever agent you are using this time has really come up trumps for you, and maybe the mansion owner is being mega kind too.

CrashyTime · 15/03/2024 22:36

"Using furniture for firewood" LOL

Catsandcuddles · 15/03/2024 22:32

Oh what a nightmare but I'm glad they've managed to sort something. Hopefully the mansion is lovely and you can now start celebrating!

Movinghouseatlast · 15/03/2024 22:27

CurlyhairedAssassin · 15/03/2024 20:01

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.

@Movinghouseatlast Surely this can't be right? If that's the case, what exactly is the advantage of booking through a booking agent,? What are customers actually paying for? A website and a booking system? Is that it? A website is useless if customers cannot be certain they're getting what's actually advertised on it. It's false information. How can customers be reassured that the property they're booking is even safe? If the person checking OP's property hasn't even made sure there is gas, a basic requirement, how can OP be sure that the whole property is safe? Are the gas safety certificates up to date etc? Are there working batteries in the carbon monoxide detectors?

It's absolutely outrageous that booking agents can make huge amounts of money from people booking a property in good faith, assuming that booking through an agent provides certain security and assurances, that the agent has done all the appropriate checks etc. How can they still advertise such badly-maintained properties? And STILL they take their money, saying the contract is with the owner? Disgusting.

I'm afraid it's true, yes. It depends on the agent. I used to advertise my cottage with an agent and they absolutely would not help with any guest issues or complaints. They just referred the guest to me. Even when a guest locked themselves out they refused to help the guest even though there was a rep there 5 minutes away.

Sykes for example won't deal with guest issues.

I advertise through Air BnB now as paying the agent was indeed pointless.

Codlingmoths · 15/03/2024 22:23

I would beg the booking agents for the owners address, promise you’d say your friend hacked them to steal it, and turn up at his doorstep next week. And have every one of the 29 rellies write the most godawful review.

StealthSpinach · 15/03/2024 22:15

Happy birthday, OP’s Nan!!!! 💐💐

HesterPrincess · 15/03/2024 21:55

We're currently in Devon OP, at Clawford Lakes and there are loads of empty lodges here just in case. Lovely site with pool/spa and restaurant on site.

If the company you booked through claim to be helpful and are based in Chagford, good luck. We booked a milestone holiday break through them and all got upset stomachs from the water and it was a dump - the photos were clearly taken 10 years before it had a lot of use. Didn't get a penny back off them and we paid a lot of money for a so called luxury farmhouse.

Millymollypandy · 15/03/2024 21:50

I have everything crossed you’re all settled in somewhere cosy and warm.
Enjoy your weekend and when you’re home unleash your wrath on the internet.
Absent owners who buy up property for holiday lets are rife around here.

NewIcedC0ffee · 15/03/2024 21:42

Happy 80th birthday
Hope it all works out at the new accommodation

sandrapinchedmysandwich · 15/03/2024 21:37

Bartlebum · 15/03/2024 19:58

Okay I can't see all the updates but I will read them later. To update the owner blamed the cleaners for the lack of heating, water and pool, and the agent came through in the end and in the background agreed with the owners of a mansion in the next town that we could relocate there, and explained the situation to get it is for no extra cost.

I know that's the least they could do but they were between a rock and a hard place and didn't log off for the weekend and leave us like I feared they were going to.

I packed my weekends shopping into bin bags and am not sitting in the car piled high with food as it won't fit in the boot, being driven to the new place. I hope it's better as the members of the family with the electric shower we're not happy to move and kicked off a bit!

Wow. I'm alright Jack. The other family with the shower sound totally self absorbed. I hope you and your nan have a good rest of break

Garlicnaan · 15/03/2024 21:26

How's the new place?

Trulyme · 15/03/2024 21:24

How is the new place OP?

I’m hoping it’s got heating and hot water and enough bedrooms for everyone!

oakleaffy · 15/03/2024 21:22

@Bartlebum Read your update...Well done, hope it's warm and cozy and that you have a lovely time.

Dymaxion · 15/03/2024 21:18

@WinteryConditions Sykes is only a booking agent and your contract with one of their cottages is with the owner of the cottage.

I didn't realise this, so basically you book somewhere through Sykes and then you just have to take your chances on the place you have paid for being anything like the advertisement ?

3luckystars · 15/03/2024 21:08

Good luck, I hope it all works out.

OutOfTheHouse · 15/03/2024 20:57

Great update. A mansion sounds even better.

Scaffoldingisugly · 15/03/2024 20:56

Slight derailment but I remember going to a house party many years go. Big farmhouse an hour's walk from the train station.. Ran out of wood.. Someone started chopping up chairs they found in an outhouse!
Mind boggles how the lad got himself out of that with his dps...

Winter2020 · 15/03/2024 20:54

Hope the new accommodation is fantastic and you have a great time!

Blinkingbonkers · 15/03/2024 20:51

Can’t believe the family with the only electric shower kicked off - what selfish ***!!!!!…. There’s a number of nouns you could use to fill in depending on your sensitivity to swear words😂.
Hope the alternative accommodation is excellent and lovely🤞