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What would you ask for, in terms of refund

51 replies

runwithme · 02/08/2024 11:14

Currently on holiday on an island. We are staying in an apartment, next to the owners own apartment. We went out for the day yesterday and returned around 4pm to little water. It's honestly like a trickle. I didn't go in the pool because I can't wash my hair. Spent this morning at the beach, and again, I couldn't get in the sea.
We can't wash up our dishes, can't use the washing machine, and we have to minimise the flushing of the loo!

The owners have two water tanks, which are empty. So we are waiting for those to be filled, or the restoration of the water supply. I am so annoyed that they've let the tanks run dry!

We are in a residential complex, and this hasn't affected the wider region. We've booked alternative accommodation but can't move into until Monday. The owner initially said service is slow, and we may not get the tanks filled for a few days. She's now told us it will be sooner, but I think that's because I told her we were thinking of moving (she doesn't know we have now booked elsewhere). If the tanks aren't filled today, then we are looking at Monday. Not sure about the restoration of water

We've booked to check out next Saturday but our flight leaves on Friday. We did this so we could use the facilities (night flight). The new place is significantly more, so we are checking out on Friday. I'm hoping water will be restored by then, then we can come back for the pool and shower

We've paid in advance but I don't think it's right to be without water for any amount of time. I get that water supply is out of her control, but they have tanks sitting there, empty! I was going to ask her for a full refund for all the days we have been without water. It's caused us a lot of stress, and money (accommodation cost £500 for 10 nights, new place is £800 for 4 nights). We booked the new place because it was the best we could afford this late in the day and didn't want to lose it. If the water comes back on when we are in the new place then I won't ask for those days refunded

Is that reasonable?

OP posts:
deviantfeline · 02/08/2024 21:15

We are in tank water where I live. I also have an Airbnb next door. I am meticulous about checking tank levels in summer and booking water deliveries ahead of time.

I have never run out. I would be mortified if we did and I'd give my guests at least 50% off! I've given them that because the hot tub was out of action one day!

Edenmum2 · 02/08/2024 21:40

Just get in the pool, live a little.

runwithme · 03/08/2024 05:21

deviantfeline · 02/08/2024 21:15

We are in tank water where I live. I also have an Airbnb next door. I am meticulous about checking tank levels in summer and booking water deliveries ahead of time.

I have never run out. I would be mortified if we did and I'd give my guests at least 50% off! I've given them that because the hot tub was out of action one day!

Wow, that's very generous and it shows that you're a diligent host. She has not engaged with my initial question of a partial refund, but I will try again later.

To all those questioning my hair care routine, it has ABSOLUTELY nothing to do with this thread.

OP posts:
StarlightLady · 03/08/2024 07:14

OP. How did you book and pay for the accommodation? Did you book directly with the owner or through a third party? How did you find out about the property? What payment method was used?

l agree this is not a hair care thread for goodness sake! I hope you enjoy the rest of your holiday.

despiteappearance · 03/08/2024 07:57

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despiteappearance · 03/08/2024 07:58

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NigellaAwesome · 03/08/2024 08:07

Do you have travel insurance? What does your insurer suggest?

despiteappearance · 03/08/2024 08:08

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runwithme · 03/08/2024 12:10

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Booking.com , the apartment is privately owned

OP posts:
runwithme · 03/08/2024 12:11

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A holiday because I find the suggestion of washing my hair with pool water ludicrous? That would be lovely,thanks 😀

OP posts:
runwithme · 03/08/2024 12:17

StarlightLady · 03/08/2024 07:14

OP. How did you book and pay for the accommodation? Did you book directly with the owner or through a third party? How did you find out about the property? What payment method was used?

l agree this is not a hair care thread for goodness sake! I hope you enjoy the rest of your holiday.

Thanks 🙂
Booked via booking.com, using a credit card. I guess that's an option, if they don't communicate further. It's all very awkward, as they live next door and we are sharing the pool. Have been out for the day so that they can use it without either of us feeling awkward.

Anyway, thanks for the replies all. Will be enjoying the rest of the holiday and looking forward to a leisurely hair wash from tomorrow (and a functional loo!)

OP posts:
TheMithrasDirective · 03/08/2024 12:25

I can't believe there are contrarians saying you're unreasonable to expect a functioning shower and toilet on the holiday you paid for fgs 😆

Yeah, go and wash your hair in pool water, you absolute princess, and stop complaining!

No idea about compo, but YANBU

runwithme · 03/08/2024 12:32

TheMithrasDirective · 03/08/2024 12:25

I can't believe there are contrarians saying you're unreasonable to expect a functioning shower and toilet on the holiday you paid for fgs 😆

Yeah, go and wash your hair in pool water, you absolute princess, and stop complaining!

No idea about compo, but YANBU

😂
I know...I'm totally unreasonable to want running water!

OP posts:
Secondguess · 03/08/2024 12:38

It's really disappointing that the owner has sorted out her own needs (by showering elsewhere) and left you to it.
Hopefully the booking agent will help if the owner doesn't.

Fluufer · 03/08/2024 12:38

Sorry but where you are is relevant. Water supply is extremely challenging in places and all the demands in the world won't fill the tanks up instantly. Have you spoken to your travel insurer?
You would not be unreasonable to expect a refund for the nights without water, but nothing else. But your insurance, assuming you have some, might say different.

TonyeKnausgaard · 03/08/2024 13:42

runwithme · 03/08/2024 12:17

Thanks 🙂
Booked via booking.com, using a credit card. I guess that's an option, if they don't communicate further. It's all very awkward, as they live next door and we are sharing the pool. Have been out for the day so that they can use it without either of us feeling awkward.

Anyway, thanks for the replies all. Will be enjoying the rest of the holiday and looking forward to a leisurely hair wash from tomorrow (and a functional loo!)

If you don't get anywhere with the owner, you can contact booking.com. I recommend doing that sooner rather than later, actually. Like I mentioned earlier, it's important to show that you have made efforts to resolve this when it's ongoing.

Booking.com might try to shoo you off and tell you to contact the owner again, but you can insist they deal with your query. I've done this myself and got a resolution out of them.

The other option is a raising a dispute with your card issuer, but they'll want to know that you've exhausted all other avenues first.

SuncreamAndIceCream · 03/08/2024 13:50

I would press for a full refund for the days you don't have proper running water - you've said you're not in a water shortage area so the issue is with the management of the property

Water is an essential - you can't wash, cook or keep clean adequately. It's a holiday ruiner really, stressful to try and manage it, find new accommodation etc

It's in your favour that you have it on record from early on that it's a problem and have tried to get it resolved.

The property is unusable in my opinion. You might manage that situation at home OK but on holiday is a different matter when it's supposed to be relaxing.

despiteappearance · 03/08/2024 17:23

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despiteappearance · 03/08/2024 17:24

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despiteappearance · 03/08/2024 17:28

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Sunshineafterthehail · 03/08/2024 17:30

Surely your dh can dig some sort of well and rig up a home made shower /pool /porta loo? It's mn. Miracles required...
Cripes even in a deprived town in Brazil we had running water...

despiteappearance · 03/08/2024 17:32

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StarlightLady · 03/08/2024 19:15

runwithme · 03/08/2024 12:17

Thanks 🙂
Booked via booking.com, using a credit card. I guess that's an option, if they don't communicate further. It's all very awkward, as they live next door and we are sharing the pool. Have been out for the day so that they can use it without either of us feeling awkward.

Anyway, thanks for the replies all. Will be enjoying the rest of the holiday and looking forward to a leisurely hair wash from tomorrow (and a functional loo!)

If you cannot come to an agreement with the owner, it’s important to get onto Booking.com now to put the facts on record.

https://partner.booking.com/en-gb/help/support-contact/feedback/submitting-complaint-or-reporting-technical-issue

or

[email protected]

Then, enjoy the rest of your holiday.

When you get home, l suggest you phone the credit card provider, tell them you have taken it up with Booking.com but may come back to them with a claim if Booking will not co-operate, and importantly, ask them to note this on your file.

Submitting a complaint or reporting a technical issue

Booking.com property partner's guide on submitting a complaint or reporting a technical issue

https://partner.booking.com/en-gb/help/support-contact/feedback/submitting-complaint-or-reporting-technical-issue

runwithme · 04/08/2024 06:29

StarlightLady · 03/08/2024 19:15

If you cannot come to an agreement with the owner, it’s important to get onto Booking.com now to put the facts on record.

https://partner.booking.com/en-gb/help/support-contact/feedback/submitting-complaint-or-reporting-technical-issue

or

[email protected]

Then, enjoy the rest of your holiday.

When you get home, l suggest you phone the credit card provider, tell them you have taken it up with Booking.com but may come back to them with a claim if Booking will not co-operate, and importantly, ask them to note this on your file.

Thanks, this is brilliant! Really appreciate it

OP posts: