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Original poster

Arrived at villa double booked

61 replies

Missnutter · 27/05/2017 23:04

Just arrived at a villa in Spain. Had a nice afternoon when another family arrived.
The company are denying receipt of our payment but we have receipts as proof.
We have agreed for both families to share for tonight.
We need.help in how to move forward with this?

OP posts:
Original poster
Missnutter · 27/05/2017 23:41

I copied my friends text and just trying to help and not used this before. Sorry!

OP posts:
Caselgarcia · 27/05/2017 23:43

Seems odd, surely she received instructions on where key would be located and given directions to villa from someone

yumyumpoppycat · 27/05/2017 23:45

Good point re keys - how would they have had the address etc too, the company seem unreasonable. Are the other family's dates correct?

Agoddessonamountaintop · 27/05/2017 23:46

Was this through an agency? It's their responsibility to sort out. Your friend can ahow proof of payment so one of the familes needs to be re-located. It's a pita but not insurmountable.

ginswinger · 27/05/2017 23:48

Are the villa company registered with any professional bodies? ATOL? ABTA? Was this a villa only rental or is there a flight or other item included? I'm trying to see if this could be considered a package holiday which gives protection.

I would send a polite but to the point email to the company (assuming they are UK based and will be closed until Tuesday) explaining they are vacating the villa and will be seeking alternative accommodation. The cost of this plus damages will be sought in the small claims court as soon as they return. They can give a contact number and a deadline to sort it out in case the villa company wishes to pull their fingers out and provide an alternative.

Hope that helps

Original poster
Missnutter · 27/05/2017 23:49

Apparently the company thought they were from same family when it came to arranging the key pick up..
Police have told them not to leave villa.

OP posts:
maddening · 27/05/2017 23:52

Surely youir friend has confirmation emails as proof

Caselgarcia · 27/05/2017 23:56

Normally confirmation of keys, directions etc are only forwarded once payment is made. I can't understand why two families with different contact details and addresses could be confused as the same family

ShatterResistant · 27/05/2017 23:59

Police??

Rubies12345 · 28/05/2017 00:07

Is it a well known company? You'd think they would just sort it out and find one family alternative accommodation.

DuncanDonut · 28/05/2017 00:11

How on earth is it their word against the company's if they have proof?

Did they provide full names and passport details?

It's a horrible situation, but I'd imagine it can get sorted in the morning. There'll probably be loads of empty villas as people with BA flights won't make it there now!

Heebejeebees · 28/05/2017 01:16

I'd have not let the second family stay (as they may not leave!)

If abta then your friend has recourse. Hopefully she can access email confirmation and banking online to prove booking. Horrible start to a holiday even if they can prove booking.

For all those 'why did you say it was you' - come on, she explained. Get over it.

ExplodedCloud · 28/05/2017 01:22

Seriously they need to be talking to card payment people and then travel insurance. If you have internet then you can best help by finding alternatives as bargaining chips.

Original poster
Missnutter · 28/05/2017 07:44

Thank you for your help. Very unusual situation.
The company isn't answering phone now.
This was a treat from parents for a family holiday and unfortunately the parents couldn't make it due to illness. The parents have given over all documentation of booking. I have passed on re chasing insurance and credit company.

Still issue is what will today bring In a suitation like this. 2 different families in 1 villa???!

OP posts:
SleightOfHand · 28/05/2017 07:55

.

ShinyGirl · 28/05/2017 14:15

Sounds awful. I'd go to a hotel and get a refund of the villa.

TheOnlyLivingBoyInNewCross · 28/05/2017 14:27

Can they not just show the company their paperwork - receipts, etc? We carry all ours with us in a folder when we go away so that any problems can be sorted out then and there.

But am confused - is the villa booked in the parents' name but they're not actually there? That could be problematic.

GlitteryFluff · 28/05/2017 14:40

Oh how annoying
Hope they get it sorted

GardenGeek · 28/05/2017 14:47

This reply has been deleted

Message withdrawn at poster's request.

DameDiazepamTheDramaQueen · 28/05/2017 14:54

The police?

SparklyMagpie · 28/05/2017 15:03

Also confused as to the police being involved

Idrinkandiknowstuff · 28/05/2017 15:07

Also confused about why the police would become involved. Also you say you copied and pasted your friends text in your first post, but it doesn't read like a text you'd send a close friend asking for help. Have you missed some details out OP?

PaulDacresFeministConscience · 28/05/2017 15:23

Struggling to understand what the Policia Local are going to do - unless there has been a crime then this isn't a police matter.

Social media is your best weapon here. Your friend - or you - needs to get on Twitter and tweet publicly what has happened, that they have proof of payment but that they've been left double-booked. Name and shame - the publicity will be very bad as this is a big cock-up and they won't want the adverse attention. Continue to tweet until the company get in touch and sort it out - they need to find another villa for one of the families. Travel insurance is unlikely to help - as this is a booking issue - but you could ask them and give it a go anyway.

Dailystuck71 · 28/05/2017 16:04

Don't let the other family in. Lock the doors and carry on is what I would do. Let the company sort it out. Assuming your friend has paid correctly and has various email confirmations.

BikeRunSki · 28/05/2017 17:08

Have both families hit different booking reference numbers?

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