holiday cottage damage

[careergirl]

Came back from a lovely self catering holiday in a cottage
Night before leaving cleaned the place thoroughly. Mopped all floors. Hoovered the rug. Washed and dried all towels we'd used.
Saturday morning just before leaving I straightened a chair and it knocked over a vase. And smashed it.
I'd no idea how much it was worth so left a note (I thought) swept up the bits and popped them in the bin.
Lady phoned me today (cottage owner) did I know anything about a missing vase. Said I'd left a note but apparently it wasn't there?
She said the vase was 15 years old and expensive £200 when bought new. She would take £100 as a replacement amount.
She asked if I used the hoover I said yes she said when the cleaner came to use it it wasn't working it was only a month old. I said it was working fine when I used it and it was.
Also she said some of the cleaning items were missing from the cottage (i used their bleach and disinfectant) and also there were no loo rolls left in the house or kitchen rolls. I used my own kitchen rolls and loo rolls.
She said she was aware that we had damage insurance. I was going to send her the money for the vase but am going to hold fire until I've spoken to the insurance company.
fed up feel like I can't have done much more than I did?

[Lizcat]

I know the thread is old, but it is worth renting from those of us who have obtained a visit britain rating. We are inspected yearly and even our beds are tested for comfort. You can complain to visit britain if we are not up to scratch.

[olderandwider]

this thread is 3months old!

[togarama]

YANBU. I've twice had either the landlord or the cleaner try to extort money from me for extra cleaning or "damages". The first time I was young and stupid enough to just pay up. The second time, I disputed it and they backed down.

NB I should also say that I've rented lots of holiday properties in my time and most landlords and cleaners have been lovely and no problem at all. But there's always a few bad eggs...

Most recently we rented a holiday flat with friends last year. Me, DH and baby were the last to depart so I know exactly how it was left. (Clean, tidy, with the sheets and towels stripped and left in a pile for washing.) The rental for the week included a small fee for contract cleaners to come in for an hour at the end of the week. Considering this, we left it super tidy.
We got a call from the agents a day later saying that the cleaning agency used by the landlord were demanding extra money for cleaning because we'd left it in such a state! We categorically refused and recommended that the landlord should also refuse to pay. The cleaners were lying and untrustworthy. The agent and landlord were both persuaded of our version of events and our deposit was returned in full.

The first time was years ago on my first holiday after I graduated so I was around 21. A group of us rented a cottage with my much younger brother (then only 13).

Me, DB and exBF and a very shy ex schoolfriend were the last to leave and the landlord (a local farmer) and his cleaner (a lady who was evidently his friend) turned up while we were still waiting outside the property for a taxi which never turned up. They both looked like very normal, respectable middle-aged people and we'd left the place clean and tidy so didn't expect any trouble. The only thing which wasn't strictly in keeping with the cottage rules was leaving some food in the fridge. This was because there was more food left than we could carry and I couldn't bear to throw away good butter, cheese and eggs etc.. that I thought the cleaning staff might be able to take for themselves (having once worked as a cleaner in an apartment hotel and been very appreciative of this kind of thing).

Anyway, the two of them shouted and screamed at us, called us names, accused us of having parties and too many people in the cottage, claimed that the bathroom was "drenched" because there were a few spots of water on the floor near the basin. I was totally shocked, my friend was nearly in tears, exBF wasn't any help, and I just wanted to get my little brother away from those people so I just handed them the extra money and walked off with our big bags.

I'm very careful with rentals now and stand my ground on principle.

[deepheat]

You're being had. We stay in self catering every year and this just sounds absurd.

The vase: An antique/designer vase in the property? Either a lie or plain stupidity. Assuming they don't have a deposit from you, you're not really under obligation to do anything, though I would suggest offering an appropriate sum of money to buy a vase similar in appearance.

The hoover: Um. What does she think you were doing with it? What do people do with hoovers apart from... well... hoover? If it couldn't stand up to doing the job it was built for, that's not your problem. Offer nothing.

Cleaning materials: You had the nerve to actually use them to clean with? Shame on you!

Toilet roll: Has anyone ever been to a holiday let where you're expected to replace bog roll? Its an absurd notion. It might be worth reminding her that she is actually meant to be providing you with a service through her property - it would appear she sees holidaymakers as a convenient way to ensure that her house is cleaned every week and that appliances and nik-naks get replaced on a regular basis at no cost to her.

Based on what you've said, unless she actually has a deposit of yours I would withold any payment and advise her that you would be happy for her to pursue the money through small claims. Make it clear that you would have been happy to make a nominal payment towards the vase but that in light of her behaviour, you don't feel that she is to be trusted and as such would like the matter to be dealt with more formally.

[Dolli23]

The women is definetely taking you for a fool, you don't need to own a cottage to know not to put any valuables in a cottage that you will let strangers in...It would be the same as leaving cash on the table and claiming it missing after.. I would ask her to pay you for the cleaning you did and give you the money back for the chocolates and the card. And who would be stupid enough to buy a vase for £200? she is clearly mental :))also even if she paid £200 for the vase the value of it should have droped so it might be worth £20 now :))or maybe she just miss spelt it and was meant to say £20?

[LucindaCarlisle]

No way is the vase worth one hundred pounds.

I would report her to the Police, She is trying to obtain money by deception.

You would have been better not trying to clean up.

[mampam]

I have been the cleaner of many holiday cottages over the years I would have to say that if this woman has put a £200 vase in her holiday cottage then more fool her.

Accidents happen. Fact. Most holiday home owners prepare for such eventualities and I have to say that most holiday home owners would put in a complaint about the holiday makers to the letting agents and let them sort it out if there was a problem, not go direct to the holiday makers themselves.

Last year there was an incident in one of the cottages I clean where the children had ripped the handle off the oven door, broken one of the oven knobs and had pulled all the knobs off the lower cupboard doors. I reported it to the owner who got it sorted but put in a claim to the letting agents for compensation NOT directly to the people who the property was let to.

This woman is just trying it on I'm afraid.

[tortoiseonthehalfshell]

Well done for contacting your insurance company.

Although others are right, that she has to put in a claim first and foremost, and that really she should just be claiming it on her insurance, it's still right to notify yours. Most/all insurance policies have an 'early notification' clause which says that if you become aware that there is likely to be a claim against you, you have to make your insurance aware of it as soon as reasonably practical.

So it might well come to nothing, but you've covered yourself by letting your insurance company know that a claim's been threatened.

[sorrento56]

She is definitely after your insurance. She probably thinks it is no big deal as it will be the insurers who are paying, not you.

We had a weeks holiday and seriously thought about going straight home when we got there. It was beyond basic, cobwebs everywhere, very cramped and extremely uncomfortable beds.

[kate1956]

I think some cottage owners do try it on - we stayed in cornwall last year had a lovely two weeks, cleaned up after and then got a really shitty e mail saying the place had been left in a 'terrible state' - wonder if it was the same place as Brightonmamas hol?
I was told the place needed 'professional cleaning' which frankly was a pile of pooh - I kicked up a fuss and the owner never cashed the deposit cheque - think some people just put it down to experience and so they make extra money but i was so angry when we'd made an extra effort to clean that i couldn't let it go.

[summermadness]

We have a holiday rental and not once in 5 years have I ever taken any money for damages. There have been breakages of course and I either accept them as par of the course or if they let me know, suggest they replace them where they can ie small items. I don't have anything of high or personal value in the property apart from washing machines and the like.

This is fine by me and much preferred by the holiday makers. I would never charge for cleaning products that't not right. Saying that what was in your contract I take £150 damage deposit as part of mine but as mentioned have never used it.

The only time I would would be if the damage was deliberate. Accidents happen and with online reviews it is very short sighted to charge for things left right and centre not to mention greedy.

[BrightonMama]

We've just had a similar situation after a lovely holiday in Cornwall - really leaves a nasty taste, doesn't it? She must be trying it on, surely.

We do self catering pretty much every year and always leave things clean and tidy - and have never had a problem getting our damage deposit back. However this year, we went on holiday with our PIL and MIL is a real clean freak! She cleaned the house from top to bottom (much more than our usual cursory wipe over!) so we left the property feeling pretty saintly!

Imagine our surprise when the owner started writing shitty emails, saying we'd left the property in a 'terrible state' with 'sauce covering every surface including the walls which had to be washed down', a single duvet that had to be replaced (we hadn't even used it as I took my own bedding for DS) and - this is the worst - cutlery and plates put back in cupboards unwashed!

My poor MIL was totally mortified - it's the most insulting thing you could say to her! I don't think the woman letting out the property did many holiday rentals as it was her own home, so can only think she was inexperienced? Or trying it on?

Really wish we'd taken photos (and we will next time) but we did end up kicking up a fuss and got our deposit back, but it still spoils our memories of what was a lovely holiday.

[hogshead]

we have rented a holdiay every year for the last 15 years and 2 years ago whilst hovering on the last day DH managed to blow the hoover up. The owner thought it was hilarious - the hoover was ancient and we offered to replace it but she said not to worry. DH offically refuses to do the hoovering now. We always use the cleaning materials provided - surely thats what they are there for???

I think your situation all sounds a bit fishy tbh

[alexsdad]

Thank you very much for this thread.

We are about to go on holiday in a self-catering place. I will make a point of going round taking photos before we let the kids loose, and then after we've cleaned up before going home. A really good lesson to take with me from these posts. Inevitably if taking these precautions nothing will happen, but then that's fine with me!

I'm going to do the same with the rental car as well. Digital cameras rule!

[BollockBrain]

I would ignore. She is taking the piss. Or just send her £20 for the vase and leave it at that. Surely she will not be taking you to court to claim anything back?

She is definately pulling a fast one. Make sure if her cottage is on a review website, then let others know this is what happens. She probably tries this on with everyone. Chances are, if you hadn't broken the vase, she would still have come after you for the hoover etc.

Name and shame i say.

[gtamom]

Yes, she is trying to pull a fast one!
We recently rented a cottage in Nova Scotia, and it was loaded with antiques and a very expensive looking telescope.
Then, after we left, we went to a hotel, and we accidently stole one of their pillows!
I realized the next night, at a different hotel, when I got our pillows from the car, and I phoned them and let them know I would send a check to reimburse them. They sent me an e-mail saying to forget about it, they'd much rather we returned to stay again some day. How nice is that!

[kalo12]

surely she has her own insurance for damages at the cottage. it would be a normal cost of business. I think she is being unreasonable and I would tell her you are absolutely outraged. don't send the money and don't go there again, and tells us where it is so we won't go there.

[NetworkGuy]

Maybe in a few weeks you could post an update in _chat (eg whether there was ever an insurance payment of compensation). Might also be a time to mention (simply as a reminder) where you visited, and put some photos online too...

Might register that domain this week... 89c will hardly break the bank :)

[careergirl]

would love to name and shame but daren't on an open forum! Anyway its going through insurance. I've rung her told her she has to put her claims in writing but she hasn't done as yet although she did ask how much I thought the insurance company would pay her? Apparently the hoover is now working!

[AgentProvocateur]

I was in a holiday cottage recently with an original Clarice Cliff vase. I was

And it wasn't a grand let at all - just an ordinary wee cottage in the wilds of the north of Scotland.

[googietheegg]

Haven't read it all....but DON'T contact your insurance company, let her do it through her own.

My inlaws have holiday lets and you have gone above and beyond what 'normal' people do and it's a fancy let!

Don't get sucked it. Say you'll talk to the lettings and leave it at that. Her expenses are tax deductable anyway

[ratspeaker]

Indaba has a good idea, check out tripadvisor to see if anyone else has mentioned something similar, then add your comment.
Google the name of the place to see if there's anything comes up.

[Indaba]

Absolutely wrong! We rent all the time. She is MAD to put something of such high value in a rental place.

Put your experience on Trip Advisor and did you go through a booking agent by the way?: they may be able to help.

IMO she is trying it on. Its absolutely normal to have wear and tear and to complain about you using cleaning materials is just plain NUTS!

[MissMarjoribanks]

She's taking the piss. I'd tell her to take a running jump.

We actually got an email from the owners of our holiday cottage this year thanking us for leaving it so clean. It was spotless when we arrived and all we'd done was wipe round the bathroom and kitchen and have a quick hoover round. We used their cleaning products as that's what they're, erm, for.

[gillybean2]

Presumably she is declaring her rental income, and claiming for expenses, on her Tax Return.
Furnished rental properties are allowed to claim a 10% wear and tear allowance on the rental income. As she has a cleaner I would presume that she also uses an accountant who would advise her of this (or she can look it up herself).
So she's already been able to claim £60 from your one booking as an expense for wear and tear to her property. Seems pretty much like the cost of a broken vase is covered in that alone.