Review on Booking.com - can the owner of a holiday let take action

[OVienna]

Inspired by another thread in legal but so as not to hijack, thought I'd start a thread here.

We've just come back from two weeks in a holiday let in southern Europe, having lined the pockets of a very rude owner. A few things have come up and I have been minded to leave a rather blunt review on Booking.com. I am weighing this up against expending any more negative energy on this with the fact the property was expensive and when booking something on one of these sites it would be nice to think you could rely at least somewhat on the feedback before making the same mistake yourself.

Alongside this, I do wonder if in a 'recollections may vary' scenario she may be able to take some sort of action against us if her ratings plummet.

Firstly - the place was an oven and she was totally shocked that the temp bedrooms she characterised as 'fresh' were in fact uncomfortably hot. I actually felt sick first night, I was so hot, my husband was sleeping in the kitchen under the one fan that did exist. If we'd had younger children than teens with us we would have had to leave. We mentioned this to the owner whose response was 'Really?????" Every other reviewer in the universe characterised the rooms as 'fresh' evidently. No wildfires where we were but I think most people in the world knew that southern Europe was dangerously hot. Refused to buy fans for us. I mean - this problem is not going away (maybe she's a climate change denier???) and I'd be surprised it wasn't an investment she felt she needed to make. Thought we could invest in her property for her, evidently.

On the topic of ovens - the electricity in the flat dated to...very likely the time of the previous princeling running the island. I have photos of some of the different types of sockets we found (which I won't post here.) Turning the oven on tripped the electricity. Apparently that was broken and the small alternative device on the countertop couldn't be plugged in anywhere. To our question we received this What's App: "Why are you trying to cook anywhere if it's REALLY 45 degrees?!"

Two garden chairs for inside in a property for five people so nowhere to relax in the evening.

Fridge that didn't close properly and we had to put a chair against.

There are other bits and pieces you'd want to know if you did have small children or anyone with mobility issues.

In the UK, I strongly suspect this property would not be approved for use on a holiday let booking site (I have reason to know.)

What surprised me is this woman is under 30 - so you would think probably internet savvy and maybe a bit wary of reviews?

She kept coming back to 'it's not in description' - no, fans are not specifically in the description but don't be a dolt. Local friends on the island were shocked there weren't any in the bedrooms or air con - I wasn't expecting air con, which I said to her. But the total lack of interest in our comfort was unbelievable.

Still - maybe our complaints could be met with I'm mad enough to sue you for libel because it wasn't in the description.

Her parting shot was a seriously patronising message encouraging us to just 'look at the view' whenever we were feeling stressed.

Honestly, I do have something of sense of humour about this but my credit card bill hasn't come yet.

Curious if others would write the review and be damned.

A very good point I hadnt considered.

I'd work out what you want from the situation.

If it's to warn others, writing a review won't necessarily help as booking.com may decide not to publish it. I'd speak to them.I think your fear about being sued for libel is very unlikely, by someone who won't fork out for an electrician and a fridge.

Either get stuck into booking com for a partial refund and try your luck, or put it down to experience, clue yourself up in how to use open/closed windows and shutters in hot countries, or don't book a property in southern Europe in August with no air con in future. It was always going to be hot as hell, heatwave aside.

We had a very hot and frustrating holiday a couple of years ago where the Aircon was broken, the mozzies were abundant so it was roast or be eaten, and we were all sharing one fan, it wasn't the most relaxing time, so I hear you.

The greedy owner deserves a truthful review.
Not providing fans that cost 20€ in the supermarket is just ridiculous
Obviously if she has capacity for X guests there has to be the equivalent seating
I would very definitely write a truthful review. If I read it I will go elsewhere.
Unless in cooler months but then you cant even heat soup

But if the weathers “ exceptionally hot” as one would expect in a heatwave the owner should provide fans. Same as if it was a cold snap you’d expect extra heating or blankets even if not provided normally.

The fact that the landlady couldn’t care less is the issue that needs to be pointed out. Good hosts should care about the guest experience. If they don’t that should be flagged up so others can take their chances.

I never normally bother with the “ lovely host” type comments because they’re so subjective. When things go wrong though good hosts are invaluable.

OP you've said you had all the windows open. That's not good practice if it's 40 degrees outside- you need windows and outside shutters closed during the day, and if it's cooler in the evening it overnight you can open them.

Ultimately if it was unseasonably hot nd the flat without a/c then it was never going to feel 'fresh'.

I agree with others that you need to distinguish between fact and opinion in your review. Do you have photos of the fridge/living room with inadequate seating?

And how does it compare with what was advertised?

Do a review re the electricity and her unhelpfulness but did you not check the situation re a/c or fans before you booked?

We were at the beach all day and closed the windows then. The house was intolerable when we got back. We absolutely had the windows open when we were in there and tried to get a cross breeze going, at least upstairs, where it was possible. I am familiar with this concept you describe in terms of trying to ccol properties like this and I am not sure why it didn't work in this case. Could it be because it was a terraced property? It was the owner who kept using the word 'fresh' with us.

We did take photos, but one problem is what if she just adds a few chairs in, for example, and takes her own photos? How can you stop a nutter owner doing that? That's why I was sort of wondering if it was worth it.

Honestly this owner was unhelpful, dismissive and rude.

It was heatwave. She wasn't going to provide fans ( cheaply bought ) because of the electrics, you know, that kept tripping the oven etc.

There will be more heatwaves, she'll carry on being rude and that's why you need to leave a review.

Honestly we all know what a decent level of expectation is.

This wasn't it.

@Houseplantmad yes we knew there wasn't air con, which I said to her. I would not expect an owner to have to state their are or aren't fans provided, it's a bit like the blanket example referred to above. I'm sure there's a reason she would never emphasize no fans, - ooks and is tight.

We did take photos, but one problem is what if she just adds a few chairs in, for example, and takes her own photos? How can you stop a nutter owner doing that? That's why I was sort of wondering if it was worth it.

Seriously I really don't understand your hesitation.

What if she does🤷‍♀️

She can't be bothered to provide chairs for actual guests whilst they're there!

When it’s hot you really need the windows to remain closed. On hot days we open all windows first thing, then by 8/9am all windows closed and shutters across bedrooms, curtains closed also , awnings out over downstairs rooms in use. Only reopen bedrooms after 7/8pm.
You won’t get a through breeze when it’s 40 outside and no breeze, so you bette riff stopping the hot air getting in. Fans also just blow hot air around so pretty pointless unless full air con.

I would just leave review on electrics and furniture as that’s a potential hazard and 2 chairs not really enough for more than 1 bed property. Just leave the air con/ fan problem. I wouldn’t expect host mum to go source fans tbh, more she would help with spare key if lost or something not personal shopper.

Can I ask?

Does anyone seriously think an owner of a rental in Southern Europe will start a cross continental libel case????

Over a factual review on Booking .com

Does this actually happen?

Don't understand why anyone would go on a summer holiday in Southern Europe and book a place without air con!

Don't understand why anyone would go on a summer holiday in Southern Europe and book a place without air con!

Kind of irrelevant.

They couldn't all sit down, use the oven or close the fridge door either.

FFS of course you should write a review. It might help others decide not to book there, which is a good thing. Also try to get a refund.

I would never book an apartment through Booking.com. In my experience they don't show nearly the level of detail in the photographs or provide the level of engagement with accommodation owners that you get with VRBO.

Of course it is fair to write a review sharing out to others what the faults are - however - if the owner hasn't promised fans or aircon then that is what their response is going to be . Equally if things are unsafe - then it is perfectly fair to state that in your opinion this was the case.

But next time you go away I think it's sensible to do a bit more checking before you go - then at least if the aircon isn't working or the fans they advised of weren't there, you can try to get some money back (not saying you definitely would)

I agree with others that you need to distinguish between fact and opinion in your review
I don't, I'm believing the very knowledgeable @prh47bridge when he says (more than once)
Just to repeat, a review doesn't have to be purely factual. OP is allowed to offer an opinion provided it is reasonable and it is her honest opinion. To succeed with a libel case, the owner of the holiday let would have to show that either OP does not actually hold the opinion she is expressing, or that no reasonable person could form that opinion on the basis of the facts.

So, of course you're right.
The backstory is I grew up in the US in a state with a beach and grandparents in Florida so had plenty of beach holidays. My British children's experience of the beach is rather different, because we've had other priorities in summer: they wanted a 'real' beach holiday where we could guarantee sun and we made some schoolgirl errors.

I think I sort of forgot how important air con can be! We also prioritised the location to friends and the beach - that part worked well.

So we made mistakes but honestly we have a place we rent out periodically and I cannot imagine being this snarky (not 'sparky') with guests. No, her mum isn't a 'personal shopper' but 'contact her with any problems' goes beyond a missing key. I wouldn't have volunteered the mother at all tbh, if I were the owner of this property.

Honestly it sounds rubbish @OVienna .

And I'm presuming you fulfilled your part of the contract- the money?

And you were let down .

They're at fault.

Absolutely, the full three grand up front. It's in a location where also, it's important for anyone booking there to know, the owners can call the shots this time of year (peak). She probably has no motivation to be more accommodating as there will be another person along any minute to book it up.

Does she live in this country? What's making you hesitant?

In fairness people leave bad reviews all the time.

@sunglassesonthetable I have decided to pen something. I just needed a crosscheck tbh.

Got for it.

Just keep in mind - you paid actual money for that.

She wasn't doing you a special favour.