Not allowed back to a holiday cottage because we left it "in a state" - what could we have done?!

[Thurlow]

Just tried to book a cottage we've been to before through an agency and have been told we're not allowed back because of the condition we left the property in last time. They've got no explanation yet of what we've done.

I'm at a complete loss - we stripped the beds, out the used towels in the bath, swept up, emptied the bins, put the cushions in place, made sure the fridge and all the cupboards were empty, wiped the sides down, everything we normally do to leave a cottage ready for new linen and cleaning etc. We definitely didn't break anything while we were there either.

Has anyone had this happen before, or is an owner who could say what they hate? I'm doubly pissed off as they haven't immediately returned our deposit and are trying to get us to book another cottage with them. I can't for the life of me think what we've done as we've returned to other cottages before and have never had any complaints. Or have we just come across a bonkers host who wants the whole place steam cleaned before a guest leaves?

Maybe they mixed you up with someone else.

I'd ask them to explain and assume they've mixed you up with another week or house, explaining what you did and that you've never had complaints before.

Yeah that must be a mix up, especially if deposit was returned.

I have asked and they've just said it's at the owners discretion so they're not going to chase. Really annoying. I did like that cottage!

Things that create problems for me as an owner are furniture being moved around, breaking large items, stains, leaving late, upsetting my cleaner.

They must have mixed you up with someone else.

It’s weirder that they black listed you and didn’t tell you straight away! They must have you mixed up.

This is probably not much help after the fact but whenever I rent anywhere, even an airbnb, I always take before and after pictures of each room or do a video walk-through and make sure to document any preexisting damage to the property. Pics and videos are automatically time and date stamped.

I was burned once years ago with an unscrupulous landlord dishonestly withholding a deposit and I've always been really careful to cover myself since, even with short lets and holiday homes.

Always take photos after you've cleaned up, when you're leaving somewhere. Rented flat, student accommodation, holiday cottage. It at least proves what the place was like at X time on Y date.

Irritating - but look at the bright side. If the owner has black listed you because they've mixed you up with someone else and they won't be questioned on it, then they are letting go of perfectly good paying tenants whilst allowing back the people who really did muck up their holiday home. Karma.

On,y time we've blacklisted someone is because they left late , very late ( and then sat on the terrace whilst we cleaned inside having to walk round them with all the cleaning stuff and fresh linen )

Smoking when the property is non-smoking. Fake tan on the sheets. Bossing the cleaners. Not leaving on time.

Did you take pictures of the way you left it (I always do this). I suspect they’re just trying to keep your deposit

They may have you mixed up but in my years of experience running holiday cottages the definition of clean has a vastly different meaning from one family to the next. The worst things were leaving the oven dirty/hob dirty, stains or marks on walls and carpets but the most heinous act that I would blacklist for was food welded onto pans and the Pyrex. It's an absolute pain to clean.

I’ve left a holiday let like you described you leaving yours and the owner commented on how happy her cleaner was as she had less than normal to do and she’d welcome us back any time. This has got to be a mix up.

Let us know of you find out OP. We once found brasso, silver polish and windoline along with the usual washing up liquid in a holiday cottage..We never used them but did wonder what expectations of cleaning the owner had

I'm sure other people might have left the house cleaner but genuinely, if there was anything it would have been DCs socks under a bed or a room we forgot to run the hoover over. No fake tan, no smoking inside, no melted Pyrex bowls on the hob, and definitely left on time!

I shall take photos next time. And yes, secretly hope they have mixed us up and someone genuinely messy rebooks the cottage.

(It is tough to let this go without knowing the answer though!)

@listsandbudgets

Let us know of you find out OP. We once found brasso, silver polish and windoline along with the usual washing up liquid in a holiday cottage..We never used them but did wonder what expectations of cleaning the owner had

See, I'm thinking it must be that!

How about made too much noise......and neighbours complained?

If they're not happy with how you left that cottage, why would they be trying to get you to book another one of their cottages? It seems a bit odd to me. Are they perhaps trying to get you to book a more expensive cottage?

Oh I get it now. The agency are trying to get you to book a different cottage not the owners!

they’ve double booked and don’t want to tell you.

they’ve been offered more money by someone else and don’t want to tell you.

they’re letting it to city family and don’t want to tell you.

it’s not you.

so thy took your deposit for this place you now cant have and wont give it back

wouldnt be happy with that

I wouldn't be happy with the agency not being willing to ask more questions or provide more information. I would tell them if they can't do that, you will be making your replacement booking with a different company.

"we stripped the beds, out the used towels in the bath,"

Presumably you were supposed to do that?