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Original poster

Holiday cottage - right to feel annoyed

134 replies

Liciaflorrick · 04/08/2022 07:13

We like lots of people have not had a holiday for 3 years. Booked a holiday cottage (through big company). Am disappointed but am not sure if I need to simply get a grip over the following. We haven’t done a cottage holiday before but even though it was £2000 for a week it was actually cheaper than our normal Haven type holiday (school hols, decent lodge etc)


  • arrived and key box instructions not correct (wrong key code) meaning out of hours call to holiday company to sort- took half an hour to fix with hungry kids etc

  • House was reasonably clean but not spotless, crumbs underneath sofa and dust in corners, chopping boards with crumbs on, cutlery drawer dirty. I am not a clean freak so for me to notice must in the words of my teen mean it’s quite bad.

  • one toilet out of three not working (but town house so means where floor with kids bedrooms don’t have a working toilet. To be fair cottage company tried to sort this but couldn’t and it will have to wait until changeover.

  • Clothes left in a drawer with unmarked tablets in one of the children bedroom’s drawers

I don’t know if it is reasonable to be irritated about these small things but have never had the dirt issue etc with other holidays mainly mobile homes etc) . I do feel let down, that having spent £2k (saved hard all year) that it isn’t perfect. Is this simply not possible within this budget?

OP posts:
Transformatio · 04/08/2022 08:09

YANBU

That is a lot of money to pay for a holiday let that isn't even clean or fully functioning.

I've stopped bothering with them now. I always end up feeling ripped off. Last one we went to was lovely (spacious 3 beds in lake district but it cost so much it still wasn't worth it to me) but the one before that I had so many issues we couldn't stand it more than three nights so left.

Twiglets1 · 04/08/2022 08:10

It’s unreasonable for them to not to get a plumber in until changeover. I would be asking them to get one out ASAP

RightMessUp · 04/08/2022 08:16

I ask for a partial refund. The cleaning would really annoy me

Whatsagirlsgottado · 04/08/2022 08:19

Cleaning standards should be high at any price. I've stayed in Premier Inns and they've been immaculate for £50. I've also recently went away for 2 days for £150 a night, again, immactulate and I notice these things because I'm very house proud.

I do remember staying in a 1 bed cottage when I was in my 20s and the kitchen being filthy. We ended up eating out everyday, it was disgusting.

As it goes, we're staying in a 3 bed cottage tomorrow for 2 weeks for 3.8K. So it better be clean!!

Definitely complain Op.

Whatsagirlsgottado · 04/08/2022 08:20

Whatsagirlsgottado · 04/08/2022 08:19

Cleaning standards should be high at any price. I've stayed in Premier Inns and they've been immaculate for £50. I've also recently went away for 2 days for £150 a night, again, immactulate and I notice these things because I'm very house proud.

I do remember staying in a 1 bed cottage when I was in my 20s and the kitchen being filthy. We ended up eating out everyday, it was disgusting.

As it goes, we're staying in a 3 bed cottage tomorrow for 2 weeks for 3.8K. So it better be clean!!

Definitely complain Op.

*gone

gatehouseoffleet · 04/08/2022 08:24

christmas2022 · 04/08/2022 07:18

At 2k I'd want a live in cleaner included.

And chef :)

So overpriced! For that sort of money I would expect it to be really clean and everything to work. Not acceptable.

ZooMount · 04/08/2022 08:25

We've stayed in lots of holiday cottages over the years and sadly we did have an experience like this once. They outsource cleaners so don't always know that they are doing their job properly. We complained and they sent someone out to clean it again straight away (annoying obviously but at least dealt with). Plus they bought new towels as we complained they were horrible. Don't know how they got away with it before, but you should definitely complain. Don't let it put you off holiday rentals, you've been unlucky. If they don't deal with it then make sure you leave poor reviews.

gatehouseoffleet · 04/08/2022 08:25

Twiglets1 · 04/08/2022 08:10

It’s unreasonable for them to not to get a plumber in until changeover. I would be asking them to get one out ASAP

I agree, maybe they just can't get hold of one. But if it's a big company they should have someone on call they can use.

NancyJoan · 04/08/2022 08:27

Have you told them it’s not clean and given them the opportunity to send someone in to give it another clean?

I’d be annoyed about that and the loo.

PutinIsAWarCriminal · 04/08/2022 08:28

Most holiday cottages now have extended their vacant hours for the additional cleaning post covid, the ones I've been to you its last family leave at 10am, new occupants arrive at 4pm. They have 6 hours to clean, and bearing in mind that the average 3 bedroom place during school holidays stsrts at £1500, the £120 for a cleaner for 6 hours isn't really out of the way. The last cottage we stayed at the cleaner hadn't been at all, so we received a 25% refund.

DangerouslyBored · 04/08/2022 08:33

Sounds grim and I would be complaining / demanding compensation. It doesn’t matter what you paid, there is a fundamental expectation of cleanliness when you stay in rented accommodation. This place clearly hasn’t hit anywhere near the mark. The loo not working isn’t acceptable either. All conveniences should be operational. The clothes and meds left, well that’s just shoddy and lazy. All of the things you have mentioned are not on.

NotMyDust · 04/08/2022 08:36

It's something to mention with a view to getting some money back, but don't let it spoil your holiday op.
I once stayed in the Alps in an air bnb with the kids, listed as having bedding and the owner brought us a dirty duvet, still warm from his own body... bleugh

Panicmode1 · 04/08/2022 08:38

Sympathies...I had a thread last week. We have paid over 5k for a villa in Spain, which not only was filthy, but had a list of things broken/not working (cooker, oven, broken bed, previous inhabitants coffee grounds in the coffee maker, washing machine and dishwasher broken). We have complained and they have fixed most things, but have offered a ridiculously low compensation offer...not happy, and will be taking it further once we are home at the weekend.

Jewel7 · 04/08/2022 08:38

That seems a lot of money. I would definitely contact them to come and fix the toilet and mention the cleanliness too.

HaveringWavering · 04/08/2022 08:42

How on earth could they claim to have cleaned yet have left a out a chopping board with crumbs on it?

What exactly was the reason given for it not being possible to fix the toilet during your stay?

The medication in a drawer where kids can access it is dangerous.

MyDarlingClementine · 04/08/2022 08:44

Op for two grand I would be expecting absolutely faultless.

I am staggered that even haven charge that much?

peridito · 04/08/2022 08:46

Definitely not unreasonable .All very well for people to talk about minor irritants like the key safe and maybe it would be on it's own .And if you're not hot and tired and stressed after getting out of your own place ,driving there ..

Sounds awful to me and I'd find it hard not to let it spoil the first few days of my holiday which in your case is half of your break .

Brew Cake

TheBirdintheCave · 04/08/2022 08:48

Wow £2k for a week! I would be expecting absolute perfection for that amount of money. Definitely complain and hopefully you'll get some of it back. £2k is the price of my entire three person holiday to Granada (flights, hotel and spending money) :O Holidays in the UK are so expensive :(

Quia · 04/08/2022 08:49

That's really poor. Why can't they sort the toilets out? Most big companies like this have plumbers, electricians etc on tap. Are they offering any sort of refund?

Simonjt · 04/08/2022 08:53

That really isn’t good enough.

We have a holiday home we hire out, when we’re using it we don’t tell the cleaner its us who have booked it, so we know the cleaning isn’t effected, it is always spotless despite being an old stable in some woodland.

Medication in a drawer could be very dangerous, the cleaning should be checking all drawers and cleaning them where necessary. We’ve had shoes, clothes and ahem ‘personal’ items left behind, not only does checking make drawers etc ready for the next visitors, it makes it easier to reunite belongings with the correct guest.

The toilet however is just one of those things, find plumbers can also be really hard. The shower broke in ours last October while we were there during halfterm, we had to cancel our next booking as we simply couldn’t get a plumber out in time to sort it.

MummyJ36 · 04/08/2022 08:57

The toilet not working definitely warrants some form of refund if it can’t be fixed during your stay.

Take photos of the cleaning issues and the tablets left in the drawers. Ask for a cleaner to come and clean the property and if that can’t be arranged then another refund of some sort needs to be calculated.

As much as it eats into your holiday I would flag these issues now and make it clear you expect a partial refund if they cannot be rectified in 24 hours.

Frazzled2207 · 04/08/2022 09:09

I've never paid more than about £1k for a UK holiday let so I would expect very high standards for £2k. Yes I would be asking for a partial refund.

AnotherMrsAverage · 04/08/2022 09:10

You're right to be annoyed. Take pictures and contact the holiday company NOW. We went to an even dirtier place 18 years ago. Since then I study all the pictures very carefully before booking. I particularly look at the kitchens. If there's a glass hob and modern units then I find that there is normally care taken over cleaning. Same with other rooms - if the presentation is good then I'm normally happy. I hope you get a partial refund and enjoy your holiday.

Ncfreely · 04/08/2022 09:12

You had me at crumbs.

I stay in a lot of air bnb type places for work as well as holidays and I would find what you’ve described as disgusting and unacceptable.

YANBU

Ncfreely · 04/08/2022 09:13

Ps the price is relevant. It should be clean no matter what.