Holiday cottage - Booting family out, AIBU?

[HolidayCottageAnnoyance]

I have a holiday cottage which does not allow children under 12. This is for health and safety reasons (think steep stairs, pond, open and functioning fireplace etc). It says on the listing at three different points on the listing page that children under 12 are not allowed. This includes babes in arms. It also makes it clear when you book (i.e. once you've selected dates and you get through to payment) that children are not allowed. There is literally no way this can be missed.

I had a phone call from a neighbour this morning as they had seen a toddler in the garden and had noticed that the car that the 'couple' arrived in has a baby-seat in it. I rang the cottage company before lunch and received a rather passive response that made it clear they didn't want the grief of turfing the family out. I was very firm and said I wanted them out by the end of the day. Long story short they are still there (I have texted said neighbour to check).

So here is my AIBU: would I be completely unreasonable to send a relative tomorrow to boot them out if they are still there? As it's all done through the cottage company I have no way of getting in touch with them myself, so either relying on the ineffectual cottage company or sending a relative are my only choices.

YABU: Let it go, the child hasn't been injured so far and it's only four more nights.
YANBU: They're cheeky fucks and you should boot them out even if the holiday cottage company isn't going to help. Then you should find a new holiday cottage company to list through.

If it’s anything like where some of my family live, the locals won’t be able to afford it and it will be snapped up by someone else who will let it. When most people are on minimum wage and a two bed cottage is more than half a million, well, the maths doesn’t math!

What is ANOB?

But that is because of the second homers and holiday lets increasing demand. All part of the same depressing issue.

I think you did the right thing. You have to be especially vigilant on holiday with toddlers as it's unknown territory and it's not worth the risk.

We may soon be letting out a house for holidayers - if you feel able, could you please email me the agency?

I know the thread as moved on a great deal and this isn't the point any more but I just wanted to say: I grew up in a place where everyone had a swimming pool in their garden. I knew three families who lost children to drowning. My brother, aged 2, was spotted at the bottom of the pool by my mother in the nick of time for her to dive in and rescue him (he was OK thankfully). I would really not be so relaxed about a toddler around any body of water.

Probably typo for AONB standing for Area of Natural Beauty, which is protected in some way (like a National Park).

A plague would certainly put a few guests off! (Sorry.)

Your story reminded me of one of the best CF anecdotes I ever remember seeing here from a few years back. Various people who rented out holiday homes were comparing notes. One claimed that she had had a complaint from a couple who said the beach didn't look like it did in the pictures on the website or brochure. It turned out they were claiming not to know of the existence of tides. The fact that for a large part of the day the beach was mostly covered by water had come as a nasty shock to them and they thought a refund was in order.

Yes I think it’s Area of Outstanding Natural Beauty

Where (roughly) is your cottage OP? It sounds fab!

Glad to read they left before harm could happen.

Perhaps you should sell up so someone can have a year round home.

I would be escalating in writing: I’d email the company AND send them letter to be signed for. Send it to the CEO if you don’t have a named person (or even if you do.). I’d phone the local police and explain the situation and ask them to send someone round to explain the dangers. And I would contact your insurance company or the holiday let company’s insurance and explain. If you have a friend/relative who is a solicitor, ask if you can use their name to cc them too. And on the email I would make it plain you are cc’ing all these people, which should show the holiday let people how seriously you are taking this.

as a landlord I would have told your letting company to get them out today, too much can happen in a short time. Next get a better letting company who can do their job, that’s what they are paid for.

Stuff the fact that insurance may or may not be valid, the OP CLEARLY pointed out that in no less than 3 places on the booking form, it is stated that under 12s are not permitted in the property. Whether this is the insurance company or the property owner's wishes, doesn't come into it.
Either the renters lied or the agent ignored this stipulation.
Either way, the agent is obliged to remove the renters from the property immediately now that the owner is aware of the presence of an under 12 and has made the agent aware of the fact they know.
The issue arises around who's at fault here. Did the renter lie? If so, they get removed and lose their money.
If the agent ignored the under 12 rule, then the agent is responsible for either finding the renter new accommodation (and picking up the cost) or refunding the renter and accepting that they (and the owner) may claim compensation for their clear mishandling of this booking.
Then, as the owner of the property, I would be immediately taking my business elsewhere.

You should demand confirmation in writing from the cottage company that they are accepting liability otherwise you'll send someone to evict them. But I'll be honest we were in a similar situation a few years ago with my then 10 year old. We'd booked a d there was nothing on the booking to say no kids. The owner is listed there was and turned up asking to leave showing us their own listing that they submitted. When I showed dmy own booking and how the listing appeared on the site he realised this was down to the cottage company removing the no child rule to improve bookings. We immediately contacted our own insurance and we're put into a hotel nearby finished our holiday there and it was investigated. Cottage company were 100% the ones at fault. So I'd double check how the listing appears on the website and going through the booking process from a guest point of view as opposed to just assume when you've listed it that they've followed your listing when posting.

I do understand. The idea that a child would be hurt on my property because [someone] didn't take up their responsability..... So yes, I think you are absolutely right to impose your rules ánd have the company stick to them.

Appalling that the letting company isnt doing their job. Tell them if there's an accident it's them that will be liable. Your concerns were completely addressed in the listing.

Plus tell them to do their job - boot occupiers out quick before there's an accident.

Exactly this

Get a Solicitors letter pronto. to this dodgy Holiday Company telling them what's what.

I know two business people where chancers have tried to take the piss.
And it was solved by a Solicitors letter within 24 with costs and damages going their way

I would also be livid if that happened to me. And would want to go and sort the holiday people. But don't.

They will probably play, The poor harassment and.baby card.

When they have gone. Ditch this idiot holiday company and get the locks changed. Then find a reputable Holiday company

Please read OP's updates. Someone, anyone!

As someone who has just pulled out of the FHL sector after a decade (and out of BTL after 25 years) I empathise with you @HolidayCottageAnnoyance. The pandemic seemed to change everything - when people couldn't go overseas they stayed in this country and remembered/realised that a UK break can be delightful. This led to increased bookings (though far more short breaks and last minute bookings which makes it harder to plan as a business of course) but unfortunately so many people seem to have become unbelievably entitled and wilful in their ignorance. Among my peers and I in the industry and despite multiple clear warnings in writing of the sort you allude to, we've had constant issues with people trying to charge electric car batteries inside properties (2 fires and 3 near misses), people bringing multiple extra family members/unauthorised pets as PP have referenced, and a massive increase in thefts. You'd think if people have thousands to spend on holidays they wouldn't be bothered about stealing a £1 photo frame from Asda with an image of beach huts in...but it's as if they are determined to claw back every single penny, regardless of how ridiculous it makes them look. My housekeepers always took spare loo rolls with them when they went to clean as it was known departing clients always took them, but they now go armed with light bulbs and waste paper baskets as those are taken by at least half of holidaymakers as they leave...

The larger national/regional holiday cottage rental companies are dreadful - it's all about bookings, they don't give a fig about owners' decisions or liabilities. My best advice going forward (other than pull out like I've done!) is to try and find a local agency. I've found they are far better - they know the local environment, employ local people which means they can often get to site quicker, and they are far more willing to work with their owners and meet their specific needs or wishes.

Well done for standing firm OP - those of us in the sector know that sending an email to the large lettings company advising them that you're handing liability over to them cuts no mustard if there is a public liability incident. They've all got it written into their small print that they accept no liability - it all falls on the individual owner. Hence going with a local agency - they'll advertise your property onto the national websites, so you still have maximum reach, but they'll manage the booking to your rules.

You are paying an agent they are the 'go between' Get on to them again and tell them to do the job you pay them for. Liability aside! If you leave it and anything happens to this' wee one' I imagine you would feel massively guilty. All the best!

If something happens who is liable, even if you send the agency an email to confirm your request for them to leave?
if you, I would insist they leave
if them, you have clearly stated the cottage is not for children and agency advised, I would leave them to it, but send them a courtesy email advising your concerns they should leave.

no doubt they will leave a review about not for young children..
well done you for having concern, it baffles me they bypassed all the rigorous checks and notices.

Leave the family there. They have read that the cottage doesn't allow children and they have lied on their application.

They have been warned and will find suing you difficult.

After taking the risk for a few days, change the holiday letting company.
Employ one that takes your request seriously.

Ask your current company, in writing, to refund you the fees of all renters who had children - including the people there now.

Is your property securely fenced and gated from children who could roam up the street?