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.

Agreed!

Why the police. It is not a police matter. If they have vulnerable people that can’t stay then they can leave. There is no crime here.

Appalling!!

You booked through an agent - your contract is with them. Insist they deal with it right now.

I would not be trying to buy any heaters to make good, it is uninhabitable. Take lots of photos.

Assuming you have travel insurance too?

I would tell the agents if they haven't sorted you alternative accommodation by 2200 then I'd book into a hotel and expect them to refund the bill and any difference.

Then enjoy the weekend regardless and worry about complaints next week

Contract law is complex. See my Which link upthread. It is not possible to say from the info here, who the contract is with. That can only be done by scrutinising the T&Cs.

It isn't true that you can't claim chargeback unless you leave the accommodation. (section 75/credit card or debit card chargeback)

There is so much incorrect information on this thread 🤦🏻‍♀️

The advise re Facebook and Emerson heaters is good though 👍🏻😀👍🏻

Ugh sorry for spelling/typos

Yeah and leave them running when you leave so the owner gets a nice energy bill through.

Did you book through a company eg Hoseasons or via the owner?? If the former, ring the company. If the latter, then if you have rung the owner then I'm not sure what else you can do. Is there a local housekeeper listed in the cottage? Do you have a booklet with useful numbers to ring?

Did you ring this week and confirm everything with the landlord?

Hopefully you paid by credit card, contact them and ask if they can reclaim the money? That should get the owner"s attention.

.

Definitely, break the lock.

Get yourselves into the nearest hotel. Organise drinks and try and sort this out in the morning.

I have been where you are with air bnb and the only thing that gave us a ‘valid’ claim was the photographs, take loads and moving out.

Acting unlawfully is not going to help the OP’s cause. It could have reverse impact.

I had similar happen recently, except booking company had to do their procedures which took over a day whilst we were freezing.
First.. email short complaint to people you booked with.
say.. this happened, houses aren't fit for purpose. you are requiring full refund/tank to be filled or whatever you want.
If you can afford it start looking around airbnb and/or hotels. But quite a big hroup so might be tough.
You can deal with refund after you get home.
It's horrible when your holiday/special occasion get ruined like this.

Moving out immediately.
Our claim was that it was inhabitable, and yours definitely is with no Vaduz services.

Say to Nan not to be disappointed, she will have her celebration as promised. Where are you op? Can we help on MN?

I got pet way through the first sentence, got as far as

”… arranged for 29” and that was it for me. Sent a shiver down my spine. Sounds like hell to me and i doubt I’m even at the hellish bits!!

People have had chargebacks refused because they have stayed. I'm on quite a few Facebook accomodation owners groups and have read of this happening many times.

I'd be explaining to the owners and agents via vm and email that if things were not rectified soon I would be breaking into woodshed/ using furniture for firewood until the problem was sorted. Robbing arseholes. Let them chase me through small claims when they had advanced notice of 29 people staying.

But then I have no fucks to give

On a practical note are there any hotels nearby that can accommodate your group?

You have to leave. There are too many unresolvable issues.

I know 29 is a large number to source accommodation for - but split into smaller groups & ring around.

Then raise merry hell about the accommodation.

I agree with the comments saying to leave. Is it possible to stay elsewhere?

I can only say that we would have been charged if we stayed. I don’t know the legalities around it. Every company seems to have different policies.

You have to leave your justify the full refund you are due.its not fit for habitation doe to lack of hot water.
Groups in to hotels. Drink and food and go home tomorrow and rebook elsewhere for another time. And name and shame them everywhere

Please do not use the wood burning stoves. As the rest of the properties are a mess it is unlikely that the flue/chimneys will have been swept. I'm sorry you have had your celebration ruined 🙁