About number of beds...

[bedformeplease]

Am staying in converted barn holiday place with one other couple. 3 bedroom place.

Before we came we flipped a coin for the 'nicest' bedroom of the three. We won .

Anyway we just arrived last night to find 'our' room isn't made up... only the other two rooms are. There are no towels on the bed etc either.

Aibu to think we should have access to the whole house that we paid for!?

Why haven't you contacted HomeAway about this, OP? Seems the obvious solution when there is a dispute between the owner and customer

Yes I used the bedding from the 'assigned' bedroom, just moved it upstairs. I haven't contacted Home Away yet, I will when I'm home.

The reason I haven't is because I want to enjoy my holiday, but I will.

I know when you're away you just want to concentrate on that, not be contacting companies. Maybe just check that you aren't asked to raise anything during your stay.

We've stayed somewhere that asked for any issues to be raised with the housekeeper immediately and escalated to the booking team if not sorted straight away rather than waiting until we were home.

Yes, do escalate your complaint, don't wait till you get back. You just need to contact them once then get on with your holiday.

I have a holiday let and no way would I do that. People have paid for the whole cottage. I feel outraged for you!

I'd drop home away a v quick email outlining what's happened, and attaching the email exchange you had with the owner for the record. Just in case there's a rule that they want things reported while you're there. Its really infuriating that you have to do all this rather than enjoy your holiday, so after that, try to just enjoy the rest of your stay :-).

Shocking bad service. Enjoy your holiday and deal with it when you get home

The massive issue for me if I was in this situation is that I am always careful to ensure I book a holiday house with a kingsize bed. We have a kingside at home and I'm blowed if we're going to slum it in a double when I am on holiday. We regularly get a 3 bed house despite technically only needing two because most 2 bed holiday houses are too small to fit a kingsize in any bedroom. I have never once found one bedroom not set up for use so it most certainly is not standard.

That's mental!! I hope you get some form of justice. This is such a strange thing! My SIL doesn't always sleep in the same bed as her partner as she sometimes falls ill so we would book a place big enough for an extra room if we were to go away. Very bad practice. Strange they'd block off the nicest room too!
You paid full price and when you booked presumably it said it was three rooms that's why you chose the place otherwise you may have chosen elsewhere !! They've basically lied to you op.

For all those people saying to leave horrible things behind, please don't. It won't be the owners that clean it, it will be some poor cleaning lady that has to deal with it when she probably has several other cottages to get done by 4pm. I know because I help a friend do it. We always make up all the beds. If they don't all get used we just have some less to change next time.

Yes, agreed. The cleaners have enough to do. The owner sounds like a total cunt who probably treats her cleaner like shit!

I've just messaged them via Facebook to say "take a look at Mumsnet; someone's having a problem" ... though on Trust Pilot they score 1 out of 5 stars from 487 reviews (!!) so it probably won't help

Trust Pilot reviews as mentioned: uk.trustpilot.com/review/www.homeaway.co.uk

Home Away is only the agent / intermediary; I'm almost sure your contract will be between you and the property owner. But I do think that you need to complain to HA and let them know of the problem while you're actually away on the holiday (rather than after it) if there is a problem - that is probably also in your small print.

It's common if giving a low occupancy discount - otherwise I agree entirely that the owner is being rude and unreasonable.

All beds are made up and the entire cottage is usable by my guests ( I don't do low occupancy discounts!)

HomeAway are not an agent - just another advertising site like airbnb or tripadvisor so don't expect much joy from them (PS they also charge both you and the owner a fortune in fees for "your security").

HomeAway are not an agent - just another advertising site like airbnb or tripadvisor so don't expect much joy from them (PS they also charge both you and the owner a fortune in fees for "your security")

Agreed - they work against both guests and owners whilst charging them both a fortune. Had you actually booked direct with the owner you would probably have not had this experience, as you'd have been able to communicate directly!

What they have done is illegal. I used to work for the largest holiday property letting group in the U.K., and owners were specifically not allowed to do this. Providing no small party discount has been given, you are entitled to the all the amenities the full property advertises. The best way to get the owner's attention is to send a message stating that you do not wish to share beds and therefore require all three beds. Tell them that as of tomorrow night you will be using all three beds, regardless of whether you have a bottom sheet! I would also make it clear that had you wanted a property with just two bedrooms and no ensuite you would have booked one, and in doing so saved money. Therefore you require a refund for the day/night spent without the facilities advertised and paid for. I still
run my own holiday let's, and in all my years I've never heard of of anyone doing this, unless they've given a discount. I feel bad for you, I hope you get it sorted satisfactorily.

Its' not illegal as such - it may have breached your employers terms and conditions and it may be a breach of contract but that's a civil matter not a criminal one. I've never been on OD/HA as I've never needed to be so I don't know what their T&Cs state.

It is appallingly bad practice though and I'm afraid you'll get very little help from HA.

It would surely be covered by the Sale & Supply of Goods Act, as I know this act covers holidays? Under this act you are entitled to receive goods (in this case the accommodation) that fit their description. E.g. 3 bedrooms and an ensuite. All
Linenes and towels included. A claim against the owners would be very simple and may even be able to be done through your credit card, if that's how the OP paid. Photo's of the unmade bed, along with the owner's justification (and in doing so, admitting the short fall in the accommodation) would be plenty of evidence to 1) make a claim 2) make sure this owner makes ALL beds up next for all
future guests

Bollocks is that standard practice. I stayed in a place recently where you could pay less and have less rooms available. But it was clear because you were paying less!

OP - please let us know how it turns out.

And enjoy your holiday!

I've booked with Home Away a number of times, each time the communication has been direct with the owner, not HA themselves, even through the app. Unless they specifically stipulate that under occupancy would result in rooms being 'closed' then I can't see how they have any justification whatsoever. It's outrageous and I think a refund/compensation of some sort should be provided. Hope you're having a lovely holiday despite this!

OP, Did you get anywhere with this?