Advice on complaining about awful accomodation on our holidays please......

[becaroo]

We have just got back from a week in a cottage in norfolk which we leased from Hoseasons. It was awful, cramped, dark and filthy. (NOT as the brochure described) We paid £720 for it!!

I have sent rung them this morning and they asked me to send an e-mail which I have done, with some photos of the worst parts of the cottage attached (it was so bad we came home a day early!)

We have been on holiday with hoseasons several times before with no problems. The thing that makes me most angry is that I feel they have fraudulently advertised this property....no mention in the brochure of the fish and chip shop next door open from 10am til late !!!!

I have asked for a full refund and threatend to contact ABTA...what else should I/could I do?????..

Should also mention there were several negative comments in the visitors book too, so I cant be the first one to complain!

I think you'd be on a stronger footing perhaps, if you'd contacted them straight away, while you were on holiday, or when you first got there.

If a property is filthy, there is no way you should have stayed there at a cost of seven hundred quid!

I know you have to pay up front, but now basically you have paid for, and HAD, a week (all but one day) in that house.

I just feel if you'd refused to stay there you'd have more rights to a refund. As it is, you have had the use of the place.

I totally agree it sounds awful and badly advertised. But I'd be surprised if you get a refund now.

In the part of the country where we were there was no mobile phone signal and the cottage had no landline so not able to contact them whilst we were away.

My son (aged 4) loved it - otherwise we would have come home sooner.

I once had a temping job in customer complaints for one of the big holiday companies (must have done something bad in a previous life!). They will probably offer you a paltry voucher at first, just keep refusing and sending them back, stating why its not good enough, they should keep upping the amount. Make sure you tell them you want it in cash too. Also, we once had problems with accomodation on a skiing trip, we got a solicitor friend to write a letter or two and think it helps as they take a bit more notice then.

Have alook at their T&C's on their website they vary by holiday type. It does state that you should make your complaint while on holiday and there is an emergency number to call them, if you can't resolve this with the owner. Then you should follow it up in writing normally within 28 days of return. Sooner the better. I wouldn't expect cash will be offered at all TBH. A cheqe refund would be best. But don't bank it until you are happy with the amount as you can't ask for more once it is accepted (banked).

see 13. COMPLAINTS AND CLAIMS
on this page

for more details then read ABTA's info on independent arbitration service

Sorry to hear it wasn't all you hoped for.

i have linked to Ireland cottage for Hoseasons, do try doing it properly (not like me) and link to the right T&C''s. Tis late you know!

When I said cash, I meant money as opposed to their holiday vouchers as obviously they aren't going to stick notes in the post.