Holiday From Hell - Live

[Bartlebum]

Please help!

It's my nan's 80th birthday and we have arranged for 29 of us to come to North Devon for a weekend to celebrate. Arrived at 3pm to boiler faults in our cottage, no heating and no hot water. Immediately reported and the owner did not reply.

We have seven cottages in total and as everyone arrived we realised all of them are out, so we checked the gas tanks for the whole property and they are empty.

I have been calling the booking agent we went through who said they won't deal with this guy anymore as he has had nothing but complaints, so have terminated the contract.

As we paid them I have asked them to sort it so they said they will do what they can to get in touch with him.

It's been 2.5 hours and no progress. 29 people, two elderly, 7 children and one with a disability. I have asked them to find alternative accomodation but they said its not on them, it's on the owner of the property who is not contactable.

I don't know what to do. There is no one on site as it was all done via key codes. The owner lives several hours away in London, we are freezing and can't begin celebrating my nan turning 80 on what should have been an amazing occasion. We literally stayed here two years ago and had the most amazing time but it's changed hands and not been maintained to any standard.

Anyone been in a similar situation? I've been nice to the agents and I don't want to kick off but I can't believe they won't help me.

It was my grandfather who sorted it out for everyone when we left after our stay two years ago. Yes it changed hands in that time and I didn't really think about it until I looked up the address for the sat nav. You just don't keep tabs on something that was so great before.

I was so shocked to see what people were saying but it wasn't my booking and at the point everyone was travelling down there all I could do was hope for the best and that it had improved somehow since the last review in December. The anxiety and anticipation of what we might face on arrival made me unwell. I think I've been in flight or fight mode since. Just trying to relax now and hope I feel more chilled tomorrow.

So glad you got sorted with what sounds like a brilliant place, the stress of all of this isn't good. You go on holiday/breaks to relax. You were lucky to have got sorted, of course you shouldn't have had to experience what you did and reading the reviews on TripAdvisor 😲😲😲😲😲 omg and the pictures 😳😳😳😳 you really wouldn't expect a place to deteriorate that much in 2 years.

That sounds amazing! I’m super pleased for all of you!

I hope you’ll have a wonderful weekend

Enjoy the bath… have a wine…happy 80th to your Nan.

Wow- those reviews on trip advisor!

So many shocking reviews! It looks like it use to be fabulous looking at the old pictures on the fb page.

How is the agent still promoting this for him? It must be a nightmare for them sorting out all the complaints if anything.....

I'm wondering if new property could be nearer SM....

He's been ditched by most agents now, he was with 3 or 4. Trading standards have been involved, and environmental health because the place is a literal death trap - pool plant room and electrics accessable, piles of precariously balanced wood, shite and metal around the kids park, plus the owners dogs just roam free and crap everywhere/start fights with guest dogs.

There's some replies to complaints from the owner on trip advisor that really speak for themselves, the guy is utterly batshit. Have a look at this one...

https://www.tripadvisor.co.uk/ShowUserReviews-g551660-d1828447-r879491045-Wheel_Cottages-Combe_Martin_Exmoor_National_Park_England.html

The whole thing is really sad, it's actually caused so much upset for my friends relative who found and booked it. She felt so responsible for ruining her family's holiday, and putting the kids in danger, and paying an absolute fortune for the privilege. She was treated like toss when she complained too. It's caused a bit of a rift within the family and it's really dented her confidence/made her fall into a bit of a depression.

Omg, he's totally taking the P with those replies. I did see some of his videos on the FB page too. All very bizarre...

The guy is deliberately sabotaging his business that he presumably paid a lot of money for. Really, really peculiar.

@Devonn82 I'm absolutely certain he's working them with AI. One of the responses says that they should complain to the owner as it's not acceptable somewhere within the middle of the body of text. It made me laight as he's desperately trying to get AI to find a way to defend him and even that has turned on him!

I can totally see how your friends relative would feel like that and if we hadn't ended up with a happy ending I would have felt exactly the same. I didn't book it, but I felt so worried for my grandparents who were clearly physically affected by what was happening and felt guilty for bringing everyone down there. I really needed it to fix it for them, which is what drove me to keep trying options and seek help to make sure I hadn't missed anything.

Turns out mumsnet was just as noisy and full of weird ideas and unhelpful comments, scattered between gems of support and pragmatic advice as the cottages were Friday night! In a way it was quite funny seeing suggestions to call the police, chop up furniture for firewood, go and buy and hook up giant tanks of gas - as they were being suggested in person too!

It really has been an interesting saga and I look forward to laughing about this in time...

what an absolute tool he sounds..

If you paid the booking agent directly and not the owner, your contract is with the booking agent and it is their responsibility to sort this out. Contact your credit card co, tell them the agent is not supplying what you paid for under section 75 and get payment stopped. They will do this.
Name and shame on social media asap. Get the elderly and vulnerable to a travel lodge or such like. Report to the local council that property is not fit for accomodation due to mould etc. Check for smoke alarms and if they are working. Booking agent needs to get emergency 24 hour gas company to sort this out now, within the hour.
I hope you get your refund and then go and enjoy your nans 80th at a later date elsewhere. You have a big fight on your hands and I am so sorry for you. Be strong, put it down to experience and look forward to celebrating at a later date.

You really need to read the ops updates.

Lord Ive just read an owner response to a complaint where he talks about how they have a team of dolphins in the pool ensuring its quality or some such shit.

The person seems - a little odd*. Certainly not someone who ought to be in a service industry.

*Insert appropriate word of choice.

Did you get sorted? Can’t imagine the stress this has caused. Think the agent should have stepped up!

He's seen how much people like Fawlty towers and has recreated it in a cottage style.

Colins cottages.

Memorable and ultimately happy big birthday for nanny bartlebum that you won't forget in a hurry.

I still think there's an indie film in it...but owner will probably sue for his share of the inspiration, (can't be libel or slander if fair comment afaik).

John cheese could play him.

Read the ops updates, always a good idea on this sort of thread, and it only takes a minute. The agent did step up and they are now having a great weekend.

If you go on the original post and click on "see all" you can, you know, see all the updates

That's such a shame we stayed there before the change in ownership and it was a great place with fantastic hosts.

Those reviews!

Legally it is upto the agent you booked with to sort it out. Your contract for the holiday lets is with them. If it is not sorted by the agent Sue them. as it is not fit for purpose.

BlackeyedSusan

Bet the agent is Sykes. They are shit. Never again.

Hope not ive just booked a holiday let with Sykes🙄