Holiday Rental Deposit Retained.

[laineylou]

Booked a 5 bed holiday home for MILs 80th birthday weekend. Me, DH, Ds (13) Dd (11) and BIL.
Arrived at house, owner showed us round 4 bedrooms (all double beds no twins). When I queried where was 5th bedroom (with en suite) he said that we hadn't paid for that, it was on the next floor and locked. He said as I'd said there were 4 adults & 2 children we shouldn't need all 5 bedrooms and the price they'd quoted didn't include this additional floor.
He came to unlock the room but said they would charge extra maybe £40 per night. As we were there I didn't have much choice...but did not sign anything as he wasn't sure about the actual cost.

When I came home they emailed to say they were retaining all the damages deposit (£150) as we had used all the bedrooms but they had only quoted and charged us for 3 rooms. Apparently it should have been an additional £240 but they aren't going to ask us for the extra £90 we owe. As if they were going to get that out of me!
Do I have any options here or write it off to experience?

Was your communication before the holiday written? Do you have emails that show you clearly asked for a 5-bed place and the price they quoted for that?

I would say that they haven't got a leg to stand on and you should stand your ground. You booked the whole 5-bed house, as advertised, yes? Then they should have quoted accordingly, not guessed how many rooms you'd need to use.

From what did you book ...website, brochure ? If the info stated 5 bedroom property for rent X price per night then they should not be keeping the money. is there anythingin the terms and conditions about being per person ? When they gave you the quote did it specify they number of rooms they were offering?

Holiday lettings. Checked their website and they don't get involved as they're just advertising the place. All references are to the 5 bed property as per lettings site and their own site too. I have only ever referred to the number on our party and they never stared that we had paid for only 3 bedrooms.
But they have my money...

Stated not stared!

Threaten them with court proceedings and file a claim on line. Trading standards? Would they be of use?

Oh and don't forget to review it on trip advisor

In that case start fighting......

Make sure that you get a print out or a screen shot of the listing, in case they change it.

Thanks for that tip SavoyCabbage they have now added a bit on. But they also emailed me to say they had changed it. And they're still not giving me my deposit back as I was 'happy to pay the extra when the owner came to unlock the second floor'
Well I wasnt but what can you do when there there aren't enough bedrooms. And he thought it was about £40 per night...not £60

Write to them (email will do) and give them a deadline to return your money. Make it clear that you intend to take court action if they fail to do so. If they fail to return your money by the deadline start proceedings. You don't need a solicitor. You can claim the court fee back from them.

So they have put it in writing that they changed the web site after you booked / stayed and paid.. You have a case easily and will win hands down IMO ( note I am not a legal person however !!!)

Trip Advisor is your friend. After you've got your money back.

We often book accommodation that is larger than we technically require for our family, as I hate having people sleeping in the lounge, and dh is a terrible sleeper and often slopes off to a spare bedroom in order to get some kip. We have NEVER been charged more than the advertised price. If we choose (and pay for) a 3 bedroomed place, for instance, it is our right to turn up with only 2 people if we want, and can bedroom-hop all we want, surely?