Help! Holiday Cottage Disaster advice needed!

[Rhubarbtart]

I booked a large holiday property for Christmas week for a family reunion via a reputable UK company which deals with such properties here and abroad. The house itself was lovely but the heating was totally inadequate and as it was during all the snow, it was absolutely freezing inside all the time. We turned up all the radiators, had log fires going and still had to wear thermal underwear and keep the curtains closed all the time to keep the heat in. Some of the appliances, eg. washing machine, vacuum cleaner & toaster, didn't work either. The heating didn't work in the separate gym & games rooom, so we couldn't use that. It was so cold, one of our guests was advised not to come, two left after two nights and the rest of us left after three. I was unable to contact the company by phone over the Christmas period to complain or get assistance with the appliances; there was just the answerphone.

I have emailed the company several times. They have just passed the emails to the owner for comment who basically says the weather was not her fault and neither she not the company have offered any compensation nor seem likely to do so.

Who can I complain to? Taking them to a small claims court will be a huge waste of time and money. I don't know whether there is a Travel Ombudsman or anything similar who can help. If you have any advice or suggestions please let me know.

I just don't think the owner or the company should be able to get away with treating guests like this!

I would start by complaining to the company that rented it and then the owner if different. You dealt with the company I assume they are responsable for the goods to be as advertised by them. Not sure but that is what I would do.

I sympathise hugely with what you experienced. What company did you book with? Was there an on-site owner?

Some companies are the principal for the booking some are not, so it is difficult to know who you should hold at fault unless you determine this - PM me if you'd like to know more - I am an independent cottage owner with experience of litigation on both sides (sadly)

Was your contract of rental with the booking company or the owner? Whom did you pay? That's where the responsibility lies. Sounds like they're just passing the buck and hoping that you'll give up.

I would be looking for a full refund at the very least.

If the property was advertised and didn't deliver as per the ad, you could complain to ASA also.

Have you thought of contacting one of the consumer experts in one of the newspapers - like Ask Gill in Saturday's Telegraph? Companies suddenly adopt a different approach if someone like that intervenes.

Good luck. It sounds like a nightmare "holiday."

" Taking them to a small claims court will be a huge waste of time and money."

are you sure about that? it is supposed to be pretty straightforward. If you get the judgement in your favour, you are home & dry.

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