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.

So the holiday company new their client was a bad host, but didn't inform you?

Let them know that you have tried to be polite, but this is all on them..they had complaints about him but didn't bother to inform you ( obviously they didn't want you to cancel).

They probably won't be contactable over the weekend now, but let them know you will going for a full refund and they will be named all over social media as a company that deliberately didn't inform you of potential problems and bad client, and the result is a ruined break and celebration for 29 people.

Thats horrible, your poor Nan
I am not a lawyer but I would say that if your contract is with the booking agent its up to them to sort it out, if they aren,t responding you need to get very tough with them

My folks have one and it gets filled automatically when it runs low. The tanker just turns up

Only if that’s part of the agreement you have with the company:

Go and buy some wood - garages sell it quite cheap - at least you’ll be warm.

Surely the agent has an obligation to sort this out or offer alternative accommodation. They cannot say it’s just down to the owner. If you paid the agent, the refund must come via the agent. You need to be a lot firmer because it’s not acceptable. Either alternative accommodation sorted or heating resolved immediately.

I think the company you booked with is responsible.

If you get a chance, post the t&cs but I know you have bigger problems right now.

Oh this sounds so bad. Is there a Hotel nearby you can move nan and the other elderly or sn members of the group.

Too late for you now- but I now refuse to book any accomodation on Booking or Airbnb, etc, that does not guarantee someone on site and NO key codes.

This is absolutely awful. I'm so sorry. I know this is a long shot but can you find the owner on Facebook? I class this as an emergency so I would even contact anyone on his contact list that look like a wife/relative etc and then message them too. Yes it sounds drastic but I wouldn't let this drop! We had to get owners out to a house we rented once lockdown had opened up. It was absolutely manky. I couldn't believe how bad it was and especially since we've just had a pandemic. They swore their cleaner had been on that day but I took lots of pictures and sent them. They came out same day and gave a good clean. There was no way they could deny how disgusting it was. Mould all over the shower mat. Curly hairs still in shower tray. Lots and lots more manky stuff. They cleaned it but put a real dampener on our holiday. So sorry.

Social media and name the agent and the owner.

Are there any tools or keys in any drawers you can access the log store with? Do none of the cottages have any logs accessible?

If it is Sykes, join the "Sykes Unhappy Customers" page straight away. This type of thing is sadly not uncommon, and there is plenty of expertise there - including how to track down the name of the owner.

When you shop for electric heaters stock up on hot water bottles, hot chocolate and mull🎈ed wine too. How awful for you all!

Happy birthday Nana from MNet 🎈🎉🎂

I always thought the booking agent are employed and acting on be of the owner

see this on a few watchdog type of programs it’s the owner not the agent

I too think it's probably Sykes. We used to have them manage our holiday let, and once the pandemic hit they were a nightmare! We were so disgusted with the way they treated us and our guests, that we gave notice, and set up our own website.

If it is them, can I suggest that you go to 'Sykes Cottages Unhappy Customers Page' it's on FaceBook. There is a guy on there by the name of Steve White, who has helped innumerable people when they've had problems, and will likely be able to give you some good advice. So sorry this is happening to you OP.

Oh that's so sad that this is happening when it's your nan's 80th birthday celebration! I hope you can get this sorted out, it's completely unacceptable.

I would be livid.

I would start taking videos and photos.

I would get in on the booking agent again and refuse to get off the phone until I got to speak to the decision making on call this weekend. Get all

I would ask for email so you could immediately sent Photos and videos.

If unsuspectful, tag them on twitter plus journalists and on LinkedIn too.

I would all 29 do it until they start listening.

Contact bank and initiate a chargeback claim.

This is so rubbish.

I think you need a dual approach. Firstly, you just need to rally round to have a good family weekend, however that has to happen. I’d assume the gas isn’t going to get sorted and make plans accordingly.

Secondly, you need to leave a massive paper/email/communication trail that will support your claim to get full refund after the holiday.

You’ll want to go hell for leather on both the booking agents and the owner once you get back. But right now, while trying to salvage your weekend, just do everything you can that supports your case after the holiday. So take photos, record call times and what agents say . Email every possible contact with pictures and complaints.

The agent admitted the owner was dodgy. The contract is with the agent. What on earth were they thinking keeping him on their books knowing what he's like? They clearly didn't strike him off soon enough. I bet the owner hadn't paid the gas company so the tanker has stopped coming. there's a serious safety risk with elderly and disabled. You need to try and speak to someone at the CEOs office at the rental firm. This must be sorted now. If it's hotel rooms then that will do I guess. But you need an alternative. Send photos of all the faults.

You need to be realistic here.

If it's the gas cylinders that have run out, then there are several suppliers in North Devon who could potentially help.

But even if you get gas, from what you've said the properties are filthy and not suitable, so having heating isn't going to help matters.

I'd get onto Airbnb and see if there are any suitable properties nearby to rent.

A quick search on Airbnb tells me this place is available for the weekend:
Mount Sandford House, Sleeps 24 to 31 - Houses for Rent in Barnstaple, United Kingdom - Airbnb

(No idea which area you're in but I just searched North Devon and 8+ bedroom houses).

It might be worth phoning the owner and explaining your dilemma!

You will then need to push for a full refund from the person you paid. Put it in writing immediately to them what is the issue, what you have done to solve it, and insist on a refund.

Definitely the agent’s responsibility.

OP please say who they are and every one of us will get onto X and start hammering them, calling them, until they find you somewhere else, even a hotel

Your contract is with the agent and they need to sort alternative arrangements for you

Tiktok and tag/name the agents

Was the contract explicitly introduction only?

What @ThirtyThrillionThreeTrees says. Document it, photos, videos, email. Create a written email trail NOW with the agent. Send photos and videos on the email trail. Make it explicit that you are creating a written trail or evidence for your full refund.

Get tagging the agents all over social media.

The way you are describing it, it sounds like the actual owner has stopped paying people to maintain their property. The gas/oil thing should be on an auto fill if it's not always owner occupied and if so, someone should be keeping tabs on it. Bets on that he hasn't paid the gas/oil bill. Especially as none of them have heating. One running out, is a major error and at best could be a faulty system that has failed to notify it needs topping up, but all of them out and someone has not been paying some bills somewhere.

Absolutely instigate a card charge back. This is not delivering a service you have paid for.

In the meantime, can you either get a couple of the properties warm and decamp there. Or find a hotel or 2 that can put you all up. Good luck OP.

Also in your next email include something like....

As per my telephone call at Xpm today with Staff Member Name, I understand that you have, and I quote "nothing but complains about this guy."

Given that you have had so many complaints, can you please explain how my booking wasn't cancelled nor was my booking party made aware of this fact prior to arriving?

This situation was entirely preventable and you facilitated his mispresentation of the property and it's quality.

Given the cost involved and the busy weekend, relocating is not currently an option despite our best efforts. You have also failed to assist is with this and have not provided an alternative.

You are wrong to state so ademently that the contract is between the OP and the agent when that might not be the case at all. You don't know that. Sykes is only a booking agent and your contract with one of their cottages is with the owner of the cottage.

Also, take LOADS and loads of photos and videos. Show the cold water etc.

Does the gas tank have a phone number on it?