Active discussions

Meet the Other Phone. Only the apps you allow.

Meet the Other Phone.
Only the apps you allow.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to expect a partial refund on holiday house

102 replies

Monkey533 · 01/08/2018 06:35

Just spent 5 days on holiday with extended family in a rental house on a small island. There were 16 of us from 4 to 75. Holiday was great except day 2 the fridge freezer broke down. We notified the manager immediately and he came around with a handyman first thing the next day. He said it couldn't be fixed and that we'd just have to use ice and he would't be able to get a replacement until after we had left.

The problem is this is a small beach island with no real stores and only (expensive) ferry access to the mainland. There was a small store near us where we could get ice and some supplies but at greatly inflated prices (2ce what you'd pay on the mainland.) We had some in the fridge but ended up buying 5 more bags of ice that day, and still had to throw out a lot of food that didn't make it. We also spent a considerable amount of time cleaning up melted ice, and running back and forth to the store.

When I complained, he sent over 3 more bags of ice. We're home now and survived of course, and had a good time despite all of this so some in the party think I should just let it go, and that it wasn't his fault. I think he needs to offer us some sort of refund though I'm not sure how much (rental was around £3k).

WWYD / AIBU to think that a fridge is pretty vital for a rental when there are no supermarkets available and if fridge is not working a partial refund should be made?

OP posts:
PJBanana · 01/08/2018 06:38

I agree with you OP.

Have you kept any receipts that detail how much you spent on ice and wasted food? If so, I would at least ask for that amount back.

It does sound like a huge hassle that nobody wants on holiday.

Did you book via an agent or operator? Maybe you could raise it through them?

Apehouse · 01/08/2018 06:38

You should ask for a partial refund. They should have a backup fridge.

ZenNudist · 01/08/2018 06:48

Agree. Partial refund £1,000 would be fair.

One shocking review on trip advisor would really damage his ability to rent.

I wont rent a place that has problems like that and if I hear that a landlord has failed to sort out the problem then I am even more put off.

You should say that it is not just the cost of the ice and the wasted food. It is the fact that you do not pay £3000 for a week's holiday to have all that hassle and problem. He can't give you your holiday time back the very least you can do is refund so just half and settle for a thousand.

If he doesn't sort it out then review it on the website where you hired the house and on TripAdvisor.

ZenNudist · 01/08/2018 06:49

That should say suggest you will take a half refund off £1500 but maybe settle for £1000

Cherubfish · 01/08/2018 06:51

Normally on these threads I think that the person wanting a refund is a PITA, but actually in your case I think a partial refund would be reasonable. Catering for 16 with no fridge = nightmare!

INeedNewShoes · 01/08/2018 06:54

They should have put their own fridge in there until they could source a replacement really. I think it's perfectly reasonable to ask for a partial refund, and definitely enough to cover your extra costs.

Oysterbabe · 01/08/2018 06:55

I think a grand is a bit much and it should be limited to the amount of any additional costs you incurred as a result. Although very frustrating it wasn't really their fault and they tried to sort it.

mindutopia · 01/08/2018 07:03

AO does next day delivery. There’s absolutely no reason why there shouldn’t have been a new one there in 24 hours, unless you were like in the Shetlands or something.

MsChanandlerBoing · 01/08/2018 07:03

It’s not a matter of ‘fault’ - shit happens and they tried to help but a fridge is a basic need in a rental property so if you didn’t have one and was so inconvenienced by it a refund is perfectly reasonable. They should have offered but they really can’t be surprised that you bring it up. Wouldn’t slate them online unless they refuse/are difficult.

EdisonLightBulb · 01/08/2018 07:05

I think 1500 off for three days of a five day holiday without a fridge is pretty unreasonable.

The cost of ice, wasted food and a bit for inconvenience would be reasonable.

Kintan · 01/08/2018 07:10

I disagree with the posters saying you should only be refunded for the food and ice. Sounds like you had a lot of inconvenience too and this would have spoiled your ability to relax and enjoy the holiday, and added the need for more complicated logistics. Ask for half back, and settle for a third. If they won’t agree to this then let them know you’ll be leaving an honest review in both tripadvisor and the website that you rented the property through.

Jenny70 · 01/08/2018 07:11

Definitely! If he was local, I would perhaps expect him to source the ice and deliver daily at a minimum. Given that he washed his hands of the situation (and possibly he couldn't source a fridge quickly), I would expect compensation - I would have felt you were within your rights to leave, but obviously with such a big group/remote location this wasn't feasible.

Whyohsky · 01/08/2018 07:24

I agree you need compensation, but given where you were, could they really have got you a new freezer so easily? If it was a remote Greek island, for example, it literally could have been impossible to get a next day delivery.

NicoAndTheNiners · 01/08/2018 07:30

I think maybe £100-£200 would be reasonable. 1k refund seems a bit much.

Mummyoflittledragon · 01/08/2018 07:32

He should have brought his own fridge freezer. The only reason for not doing this would be if his was integrated. The least I would have expected was for him to buy a considerable amount of cool box ice packs and replace them daily.

If it was so difficult to get a ff to the holiday house I agree, he needs a back up one. I’d definitely be pushing for a considerable amount of compensation. How stressful for you all.

donkeysandzebras · 01/08/2018 07:35

Was it the entire unit which broke or just the freezer? Was this during the heat wave or was where you were less affected by the heat wave? Was the island where you were somewhere that AO etc do next day deliveries or is it one of the places excluded? Was it the only fridge freezer (usually when we stay in places that size there are two).

cooldarkroom · 01/08/2018 07:42

You probably can't get an immediate replacement on an island. It was bad luck, like if your own fridge gave up suddenly in the heat.
I think you can ask for refund cost of ice & wasted food,

LillianGish · 01/08/2018 07:42

We're home now and survived of course, and had a good time despite all of this - you had a good holiday (you actually experienced what it really means to live on a remote island) so why on earth would you expect to get a half or even a third of your rental back? The broken fridge was noone’s fault, the manager tried to repair it immediately - perhaps he could make a contribution towards food costs. I’d be with the members of your party’s saying let it go.

PintOfMineralWater · 01/08/2018 08:02

"Catering for 16 with no fridge = nightmare!"

This. And in the height of summer. Jeez. That would take the sheen off the holiday.

Push for a partial refund.

Snog · 01/08/2018 08:05

I think £500 is reasonable

allthegoodusernameshavegone · 01/08/2018 08:07

£1k is madness, I’d leave it to the property owners discretion

3boys3dogshelp · 01/08/2018 08:14

It may well have been impossible to get a new fridge to you before the end of the holiday but he should have inconvenienced himself not you when he couldn’t fix the problem. Either lending his fridge, suppling icebox and fresh ice or packs a couple of times a day and clearing up the melted ice or giving money off to compensate for not having a kitchen you could use. We are in a holiday home at the moment, for 6 and we have 2 fridges! How big was the one fridge that was supposed to cater for 16?

Cutietips · 01/08/2018 08:30

Just because it’s nobody’s fault the fridge broke, doesn’t mean he shouldn’t compensate you. The point was that he was unable to provide you with the services that you paid for. Not having a fridge is a significant aspect of your holiday. He should bear the consequences of things going wrong, not you. And I’m saying that as someone who hates the compensation culture. But £3,000 is quite a large rental fee, the business downside for him is that people paying that amount should get a very high standard product. £500 discount would be fair in my view.

serbska · 01/08/2018 08:30

It may well have been impossible to get a new fridge to you before the end of the holiday but he should have inconvenienced himself not you when he couldn’t fix the problem. Either lending his fridge, suppling icebox and fresh ice or packs a couple of times a day and clearing up the melted ice or giving money off to compensate for not having a kitchen you could use.

Totally agree with this.

LooksBetterWithAFilter · 01/08/2018 08:38

Laughed out loud at the AO deliver in 24 hours so could have got a replacement there. I live on the Scottish mainland in a village on a major trunk road and things are not delivered in 24 hours. Note I didn’t say can’t be because they can I’ve experienced it once and that was a complete fluke and surprise. Companies are a pain in the arse for saying can’t be done tkmaxx just decided that as it couldn’t be done they just wouldn’t bother sending out the parcel I’d ordered for three days despite paying for faster delivery. I’ve also been told I have an offshore postcode Hmm last time I looked at the map I was connected to the rest of scotland and I don’t even live miles from civilisation or even that far from a city.

While it wasn’t his fault he really needs a back up plan for things like this even if it means lending you his own fridge. I think in this case you should be entitled to a partial refund.

Swipe left for the next trending thread