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?

It does seem, from reading a lot of these that most holiday lets are not cleaned at all and they expect the people who are renting to clean. That puts me right off, I want to know that (especially now) the place has been deep cleaned in between lets, otherwise that's just grim.

@Thurlow

Saying no smoking anywhere inside or outside in the property is very different from saying no smokers allowed to rent the property, and you'd never be able to find that out or police it.

I'd say that holiday homes, particularly during the summer, are going to end up with more people smoking than who'd actually consider themselves smokers - pretty common for people who aren't generally smokers to have a few on a hot summers evening while drinking in the garden, for example

If you smoke, outside, in the summer when drinking at a holiday cottage, you’re a smoker.

I have honestly learnt something today. I had no idea that when you rent a holiday let you are expected to clean it on departure. I have only ever stayed in hotels, but we were thinking of trying out a cottage. Surely post departure cleaning is included in the price you pay? I can understand deposit retention for breakages etc, but not cleaning. This really puts me off..... one of the reasons for going on holiday is that you don't have to cook and clean.

If you’re a regular smoker, you smell of stale cigarettes and take the smell inside with you. Non-smokers can usually smell it straight away, smokers are immune to the smell.

We have stayed in holiday lets that have cost £5K for a week (in this country). We do always do a really thorough clean before we leave but really for that amount one shouldn't have to.

I am under the impression though that there are some people who leave lets in a foul state (stinking nappies left in bathroom bins etc..)

But smoking in the garden is smoking on the property rental. Some owners might be fine with smoking in the garden but others might not and really do mean no smoking on any part of the property. If they had evidence that you smoked on the property then that could be enough reason to not want you back. They should tell you that though, I can’t understand why they wouldn’t give you the reason.

If it was the smoking though, why on earth would the owner mention "the state you left it in" why not just say "it's the smoking, the place stinks, fag butts, complaints from neighbours, whatever...."

For everyone mentioning smoking in the garden as the possible reason OP is not permitted back. Yes. That's probably the reason and OP is aware.
However I think the issue is that she's not been given an official reason?

this is why before i leave holiday accommodation i take pictures.Something i heard people being accused of leaving a mess or being charged a cleaning fee when they done nothing wrong .

not really much you can do but live and learn for next time

@ImFree2doasiwant

If it was the smoking though, why on earth would the owner mention "the state you left it in" why not just say "it's the smoking, the place stinks, fag butts, complaints from neighbours, whatever...."

I agree, I think if it was the smoking then I would have expected to have some of last year's deposit withheld because of actually breaking the terms of the rental, same way as if you'd brought a dog with you

I have never stayed in a holiday cottage but I do not get the expectation that I have seen expressed on here that it should be cleaned before you leave.

You're there on holiday, not to clean. I wouldnt expect to clean a hotel room. That's what the cleaner is paid for. That doesn't mean you should damage items, leave it like a bomb site or wipe dogshit into plush carpets but I certainly wouldn't expect to have to clean to show home standards on a fucking holiday.

@THisbackwithavengeance

I have never stayed in a holiday cottage but I do not get the expectation that I have seen expressed on here that it should be cleaned before you leave.

You're there on holiday, not to clean. I wouldnt expect to clean a hotel room. That's what the cleaner is paid for. That doesn't mean you should damage items, leave it like a bomb site or wipe dogshit into plush carpets but I certainly wouldn't expect to have to clean to show home standards on a fucking holiday.

That's why I was baffled as every other holiday home we've been to expect you to leave it in an ok state to be cleaned - so bins empty, washing up done etc, and we always strip the beds in the morning and obviously you sweep up while you're there - but not a massive clean!

I agree that it’s probably the smoking If you are used to the smell you don’t realise how pervasive it can be or how hard it is to get rid of. Even if you smoke outside it will get in through open doors and windows. My DD moved out of a rented flat once because the tenants on the floor below used to smoke on their balcony. Even with the doors and windows shut it drifted into her flat and if the balcony doors were open it made the entire room reek. It was a shame because it was a lovely flat, on the outskirts of Dublin with beautiful views over the Wicklow Hills.

I assumed a non-smoking property was exactly that - no smoking anywhere on the premises, including the garden. Why, as a smoker, would you book a non-smoking one? I think it's rude. It's like me taking my dog to a no pets property and thinking it was ok because I kept him in the garden

are going to end up with more people smoking than who'd actually consider themselves smokers - pretty common for people who aren't generally smokers to have a few on a hot summers evening while drinking in the garden, for example

No it really, really isn't common at all.

pretty common for people who aren't generally smokers to have a few on a hot summers evening while drinking in the garden, for example

These are the peer pressure/social smokers.

I tried to book a holiday apartment for the first time ever last year and I was refused. I have no idea why.
The second place I booked was no problem.
Why I was refused a booking when I've never stayed in a holiday rental before, and what they thought a middle aged couple was going to get up to is baffling.
It may be that they have got you confused with someone else, but now you've got your deposit back I would just chalk it up to experience OP.

OP, I really doubt it's to do with how close to the property you were while smoking. Like PPs have explained, it's more likely that your clothes/hair picked up the smoke smell and you transferred it to the sofa/bed etc. It really is obvious to non-smokers when a smoker has been in a house, even if they didn't smoke inside the house. The smell really does cling to fabrics etc. and is very unpleasant.

Rather than going miles away to smoke I think a better bet would be making sure you have a jacket you wear when smoking that you remove before entering the property (pop it in the car) and make sure you wash your hair before going to bed at night.

Over the years I have done innumerable holiday lets as a family and with friends. We strip beds, empty bins, clear out fridges, run a final dishwasher cycle, put furniture back in its original position and generally tidy up when we leave but no more than that. I’ve never hoovered or dusted or washed floors. If there have been breakages we leave a note explaining what was damaged. I’ve never lost even lost part of my deposit. This is either a mistake or the smoking in a non-smoking property.

We have a holiday home that we don’t let out but often loan to family and friends. For me someone smoking in there would be a total deal breaker, I would never offer them the place again. Even my BIL (who once turned off the fridges and freezer when he left so everything inside defrosted and rotted) has never done that!

@ViewFromHalfway

OP, I really doubt it's to do with how close to the property you were while smoking. Like PPs have explained, it's more likely that your clothes/hair picked up the smoke smell and you transferred it to the sofa/bed etc. It really is obvious to non-smokers when a smoker has been in a house, even if they didn't smoke inside the house. The smell really does cling to fabrics etc. and is very unpleasant.

Rather than going miles away to smoke I think a better bet would be making sure you have a jacket you wear when smoking that you remove before entering the property (pop it in the car) and make sure you wash your hair before going to bed at night.

It's interesting that this has never been mentioned over 10+ years of renting cottages several times a year.

Umm... And no, the smoker in the family is not going to leave a spare coat in the car nor have a full shower every single time they come into the house after having a cigarette

I don't see how the OP smoking in the garden of a non-smoking property is different to smoking probably a few metres away over the boundary or outside the front gate. In essence, being off the property. The smell would not be that bad to warrant a ban.

I've only ever stayed in hotels and after reading this thread I'll never stay in a holiday cottage! At least I can smoke outside whenever I want if I stay at a hotel with no fusspot complaining about it.

I don’t smoke, but I would interpret a ‘non smoking’ property to be one where you can’t smoke indoors.

Did you leave any butts outside on the ground OP? That’s more likely to be an issue than residual smell (which I have never noticed anyway).

I'm amazed that some holiday lets expect you to clean before you leave for the next family. In fact my gob is smacked! We have never done this when renting in Spain and I'd leave a pretty crummy review if, after booking, I was told to bring my marigolds. Strip beds, wash up and put away and empty all bins and fridge - job done.

I get what people are saying and we're happy to make sure that the odd evening cigarette happens well away from the property in case there's any chance of smoke floating back on through open windows, butts disposed off in outside bins etc. However cottage owners can't exactly expect that people who rent their non-smoking property won't smoke outside of the property. It's like pet friendly properties, if you don't have dogs yourself you can generally tell if a dog has stayed the week before because no amount of airing or hoovering is going to completely remove the smell of dog or dog hairs that might have got on the furniture. Or even if someone's rented the property and cooked curry every single evening!

@Thurlow - it's up to the owner of the property though isn't it. Like I said - they can decide if they want smokers anywhere in/outside their property (unless it's on the street of course) and we can decide if we want to stay there. The cottage we stay at doesn't allow smoking anywhere at all in the property or on their land (there's about a mile driveway to leave the estate and I doubt anyone would fancy walking that and back any time they fancied a fag ).

Lots of people won't stay at a property that accepts dogs because there may be dog hair there. I don't suppose you'll every find out what their issue is, which would bug me too.

It's more likely to be the outdoor chatting associated with the smoking at night, unless you are completely isolated.

The point of your AIBU is how to het an explanation of your offence!