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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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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:

Jaxhog · 01/08/2018 08:39

If the owner has insurance, then he'll be able to get back the cost of spoiled food and ice. You should get this at least. Along with something for your inconvenience, I think £500 sounds reasonable.

ZenNudist · 01/08/2018 08:40

People who think its Ok to rent a property not as advertised for a cost of £3000 for 5 days = doormats.

We often hire expensive SC properties abroad. The deal is luxury and everything just so. If not you wouldn't pay the premium. Leaving to owners discretion to refund is asking to be ripped off. If you cant get a refund id be putting in a charge back request for half the amount paid to credit card company and explaining why. Provided a fridge was advertised as part of the fixtures.

It would really affect a SC holiday if i didnt have a fridge. Would have to shop every day late in the day. Id miss the meat/fish markets early in the day. I wouldnt be able to have cold drinks and ice cream. Butter cheese ham are essentials for sarnies on lazy pool days. Salad a no no. Absolutely shocking not to fix asap. You dont get that time back and i spend ages researching and dreaming of my perfect villa holiday. Gutting.

Fwiw my MIL has previouly requested and received refunds for noise and building works spoiling 2 of our luxury villa holidays. We would always complain and request refund whilst still in the property. Personally I CBA spoiling holiday further by complaining. We did get a lot of money back though.

Notasunnybunny · 01/08/2018 08:42

I also think £1000 is ott. Circa £400 would seem more appropriate to me.

TestingTestingWonTooFree · 01/08/2018 08:42

A few hundred quid would be reasonable, £1500 is way OTT.

BBQueen · 01/08/2018 08:44

Hang on a minute, where were you buying the food to cook? Could you have just bought it daily from the shop if it was near or had you stocked up from the mainland for the week?

TatianaLarina · 01/08/2018 08:56

He’s running a rental property as a business, it’s his job to be sure that everything works. If he’s on a Greek island and he can’t get replacements immediately then he needs backup. If necessary a temporary fridge he keeps in his garage.

We have a rental property abroad and fridges, dishwashers, washing machines may well go kaput mid season. We can organise a replacement within 24 hours, but if we couldn’t we would certainly have a plan B. I have had to courier other stuff to the house in certain circumstances.

Given the situation with the shops re mainland it actually had a significant impact on holiday. It’s not as if you could easily and cheaply go shopping on a daily basis to compensate.

So - absolutely ask for a partial refund, I would expect it in the circumstances. Dont ask him to set the price for obvious reasons. Demand x price, negoatiate and come to an agreement.

And put it on his feedback to let people know problems can’t be swiftly fixed.

Inertia · 01/08/2018 09:14

Yanbu. It’s not just the wasted food and ice costs, it’ s the inconvenience and loss of holiday time.

Chewbecca · 01/08/2018 09:19

I'd expect a significant refund too, not the couple of hundred £ people are suggesting, it should be around 1/2 of the rental I would say. A fridge is a fundamental must have in a rental property. If they had provided a plug in mini fridge or cool boxes which they replenished the ice packs for twice daily, I would be more forgiving.

But in the circumstances, I think you would have been reasonable to move out the day after it broke and stay elsewhere & don't think they should charge for providing an expensive property with no fridge.

TatianaLarina · 01/08/2018 09:24

If they had provided a plug in mini fridge or cool boxes which they replenished the ice packs for twice daily, I would be more forgiving.

Absolutely. He could have gone over to the mainland and bought them.

SinkGirl · 01/08/2018 09:27

If you’re renting out a property that’s not accessible, you need back ups of all essentials - an immersion heater for hot water, heaters in case the heating breaks, a back up fridge freezer etc. He didn’t have sufficient contingency plans and should therefore compensate you.

LegoPiecesEverywhere · 01/08/2018 09:30

I think a couple of hundred for the inconvenience max. The fridge broke on day 2. They could not have foreseen that and whilst inconvenient for you they did what they could by supplying ice. You still had use of what must be a very large house if there were 18 of you.

cooldarkroom · 01/08/2018 09:32

the rent works out at £27 pp/pd..... extremely cheap

Hont1986 · 01/08/2018 09:47

£1500 for being with a fridge for four days?

What did you have in there that couldn't last four days in a closed fridge full of ice?

LillianGish · 01/08/2018 09:55

But in the circumstances, I think you would have been reasonable to move out the day after it broke and stay elsewhere On a remote island I’m sure there is loads of last minute accommodation for 16 people. I’m laughing at the idea of holiday home owners keeping a full set of domestic appliances in the garage in case of breakdown. Do people really do this. I’m dying to know which island it was so we can assess the remoteness.

IceCreamFace · 01/08/2018 09:57

YANBU. I don't think it's your responsibility to worry about how he sorts it out. If he literally couldn't remedy the situation (surely he could drive to the mainland on the ferry buy a small fridge and drive back with it, or lent you his fridge) then he needs to compensate you because you didn't get the holiday home advertised.

Bimgy85 · 01/08/2018 10:03

Absolutely! A fridge is just as important as a shower or bath.

loveka · 01/08/2018 10:04

Those saying put up bad reviews, ask for 1k back.

For something not the owners fault you want to totally ruin his livelihood? Hope that no one else books again? And rub your hands?

I think he should reimburse you for spoilt food and the ice. Plus a bit of inconvenience. So max £300.

Bluelady · 01/08/2018 10:04

I'd be Elsa in this scenario and the amounts of compensation mentioned are completely bonkers. It was a remote island, ffs, don't pick that kind of holiday destination if you can't cope with the downside of being cut off from civilisation. If some of the group - who presumably paid their share of the rental - are saying let it go, why would one person go against them?

catherinedevalois · 01/08/2018 10:10

Well it depends on who was clearing up the ice/buying the ice/buying food daily etc! If it was one or two people (e.g. op) then I can see why the holiday was compromised. If others were just sitting on their backsides with it making no difference to them, that's maybe why they're not fussed!

SparklingSaskia · 01/08/2018 10:11

I’m extremly surprised by people willing to let the owner off with a few quid and a nod. 16 people, aged 4 to 75 with no working fridge in summer? Holidays are not the time for Blitz spirit and having to improvise around someone’s unprofessional conduct. I think £1000 is reasonable.

BewareOfDragons · 01/08/2018 10:15

I would ask for at least half of your rental cost back ... it's essentially what it would have cost hour Landlord to get a fucking van, get himself to Curry's or the like, and pick up a new fridge freezer and bring it back ... or order one online for next day delivery and get it in. He didn't want to spend money on his holiday rental ... why should you have to put up with his basic failure?

I'd lay it out for him: a fridge/freezer was a basic necessity in a very expensive holiday rental on an island, where everything costs more which is why you self cater as much as possible by bringing/storing food, and his refusal to sort it out immediately is on him. You want a large percentage of your money back. It took away massively from your holiday enjoyment in terms of time, effort and money. He could have sorted it; he didn't.

Bluelady · 01/08/2018 10:21

It wasn't an expensive rental, as someone pointed out, it's £27pp per day. What part of remote island accessible only by ferry are some of you not getting with the airy next day delivery stuff?

LookAtIt · 01/08/2018 10:37

I’d say £300-£500 £300 is a neat 10%
No refrigeration for 3 days would be irritating.

TatianaLarina · 01/08/2018 12:22

I’m laughing at the idea of holiday home owners keeping a full set of domestic appliances in the garage in case of breakdown. Do people really do this.

Laugh away. If you want to run successful business with 5 star reviews you need to be organised.

We can get appliances replaced within 24 hours, but we need spare gas cylinders, fans, heaters, air con unit etc.

Imchlibob · 01/08/2018 12:23

Did you pay for any part of your holiday on a credit card? If you did you can raise it with the credit card company saying the holiday was effectively not as described due to having no fridge for an extended period. Calculate how much extra you had to spend due to additional means out or having to buy more expensive food on the island daily rather than storing food in the fridge. I'd think about £500 would be reasonable compensation, but start from a negotiating position that a rental property with no fridge is worth zero as no one would pay a penny to live without a fridge, and see what they offer.

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