On holiday in UK with old friends, we are mature women, known each other 40+ years, professional and well traveled. The cottage is basic, seaside resort, but in a good location.
We’re disappointed with cleanliness and general standards, took photos of the problems which include things like dirty carpets, unusable cooking utensils, dirty crockery etc. Emailed the company, with photos, telling them we expect them to do something about it/provide a refund.
They said they’d send someone round to look at the issues. We’d had to do some cleaning and sorting etc. but had “before” photos. He seemed as surprised and appalled as us, took some photos of his own, said he’d press for a refund. We got an email saying we had to go through their complaints process when we got home. No offer of trying to sort anything out, send some cleaners in etc.
We’ve been talking, some want to pursue, others not press much more as it could spoil our memories of our time together. I’m angry because this place isn’t cheap, the resort isn’t fancy at all, and the issues are more than financial; it’s cleanliness, poor facilities, and safety (cracked paving in the garden, which is also full of weeds and bird shit covered benches). I think someone should be held to account, possibly by trading standards if appropriate, and that other customers should be alerted. I think we’re entitled to compensation and should try to resolve.
Do I make a stand about this or let it go to keep the others happy?