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Holiday home horrors!

20 replies

Wife2Frog · 26/12/2024 08:44

Drove 15 hrs from UK to France for a family break in big old house with “ incredible kitchen” and huge fireplaces, perfect for Christmas! Upon arrival it quickly became clear that much cleaning was required, beginning with the removal of vast amounts of cobwebs. The headboard comprises 2 wide slats of wood, I removed one of the pillows to replace with my own (brought mine for neck & back relief) and was horrified to see thick brown cobwebs behind headboard right down to the floor and under the bed! This was by far the best of the 3 other bedrooms, I vacuumed every inch of the bedrooms before unpacking. I pulled out a dining room chair and it was attached to the table with thick cobwebs. One of our dogs toys went under a small side table in the kitchen and they didn’t even retrieve it due to the webs! The entire house, lounge, lamps, inside cupboards all needed cleaning. The owners had just spent a week here, I’m assuming they opened up the house which must have been closed since end of summer, god only knows what it was like! I spent the next day cleaning but was adamant not to let this ruin our holiday as my partner was also not happy that we are having to spend holiday time cleaning. I contacted the owner to ask for an additional heater (didn’t mention about having to clean) as upstairs toilet was not heated and felt damp and cold, the owner went in to meltdown as whilst English they misinterpreted my request to mean the heating upstairs had failed, eventually the local ‘handy man’ Bob arrived and provided a heater swiftly solving that issue.

Christmas Eve & Preparation of Christmas dinner! The main oven wouldn’t turn on, still had the smaller of the two ovens but the large roasting trays for meats etc wouldn’t fit. I called Bob who turned up with an electric portable oven! Not his fault but he didn’t even clean it, needless to say that it took the whole day and hours on Christmas Day using microwave & small oven to get dinner ready!

We settled down in front of the fire with full bellies with a few drinks played a few boards games only to have our evening ruined when a huge chunk of masonry (size of 2 footballs) crashed down the chimney, smashing the hearth and sending sparks and chunks of plaster everywhere, absolutely frightened the hell out of us, the dogs legged it terrified! Thankfully no injuries but had to message Bob to ask whether we needed to do anything. And here I am Boxing Day morning, waiting for Bob to come round to inspect what we believe to be an unsafe fireplace & potentially unusable lounge!

I just want to go home! If it was simple I would however, son’s flight back to UK not until 28th, dogs need vet checks before returning to UK, everywhere is closed due to Christmas hols. We have hotel booked pre Shuttle return due to dogs worming r’qrd 24 hrs before entering UK! I am at a loss what to do!

OP posts:
ApparentlyRockBottomHasABasement · 26/12/2024 08:47

Have you rented it through them director via a company?

2024cando1 · 26/12/2024 08:55

Why did you not mention the cleaning??

leafybrew · 26/12/2024 09:01

Christ Almighty!!! ShockShockShock

I would be demanding a FULL refund.

Also - it would put me off ever going away for Christmas or even renting a house Confused. Just awful.

QuirkyWriter · 26/12/2024 09:05

Why on Earth have you not told them about the cleaning and demanded a refund?!
Did you take photos of all issues?
I can understand you wanting to make the best of it, but you’ve driven for hours, spent a lot of money and now have had to slave away during your Christmas! Document and complain.

Wife2Frog · 26/12/2024 09:11

ApparentlyRockBottomHasABasement · 26/12/2024 08:47

Have you rented it through them director via a company?

Direct through owners

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Wife2Frog · 26/12/2024 09:20

QuirkyWriter · 26/12/2024 09:05

Why on Earth have you not told them about the cleaning and demanded a refund?!
Did you take photos of all issues?
I can understand you wanting to make the best of it, but you’ve driven for hours, spent a lot of money and now have had to slave away during your Christmas! Document and complain.

Have documented all issues, particularly as learned owner is a barrister! Pretty sure that we will have to contact owner, dreading it if I’m honest! 😫

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Wife2Frog · 26/12/2024 09:21

leafybrew · 26/12/2024 09:01

Christ Almighty!!! ShockShockShock

I would be demanding a FULL refund.

Also - it would put me off ever going away for Christmas or even renting a house Confused. Just awful.

Sadly, I’m with you, completely not worth it 😪

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Justsayit123 · 26/12/2024 09:23

Why did you not mention cleaning at the outset too? Demand a full refund and contact whatever site it was advertised on. Take lots of photos and google French health and safety and tourism boards

12purplepencils · 26/12/2024 09:25

Poor Bob! Sounds like his Christmas will have been about as shit as yours 😆

Wife2Frog · 26/12/2024 09:29

12purplepencils · 26/12/2024 09:25

Poor Bob! Sounds like his Christmas will have been about as shit as yours 😆

Totally, we apologized profusely for intruding on his time but he insisted he be kept informed of any issues, he’s a very nice man. Additionally. We need real time evidence to ensure we are protected too.

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Semiramide · 26/12/2024 09:40

I cannot understand why, when you first set foot inside the property and saw the mess, you didn't immediately call the owner and insist on cleaners being sent at once?

As for the oven, I'd never plan to cook a big or complicated meal in an unfamiliar kitchen.

Wife2Frog · 26/12/2024 22:11

Justsayit123 · 26/12/2024 09:23

Why did you not mention cleaning at the outset too? Demand a full refund and contact whatever site it was advertised on. Take lots of photos and google French health and safety and tourism boards

I was upset and initially very angry but it was late and we had driven for hours. We just wanted to get on with our holiday. Didn’t want to become embroiled in a complaint when we would have to clean the mess up in order to sleep, but definitely logged it.

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Wife2Frog · 26/12/2024 22:31

So housekeeper arrived unannounced around midday! She apologized profusely about not coming around on our arrival blaming Christmas errands & the like. She provided us with clean bedding and a home baked cake. I didn’t mention that I’d had to clean upon our arrival and 3-4 hrs the next day as she was lovely 🫠 I was absolutely rubbish at dealing with the situation, if I’d had notice of her arrival I may have been better prepared, needless to say I should have but simply couldn’t complain directly to her about her cleaning. Bob arrived an hour later, said that chimney incident was way beyond his capabilities and that he would contact the owner. That afternoon after a well earned hike with the dogs we were met with several missed calls & messages. The owner left message to say an engineer would be round tomorrow and to ask if time of his arrival suited us. All very professional however, no apologies for inconveniencing us or any expression of concern for our welfare! Not getting a good feeling! Needless to say that this saga will continue tomorrow until we hear whether safe to use lounge/fireplace or not!

OP posts:
Justsayit123 · 27/12/2024 09:08

Have you asked for a refund???

Wife2Frog · 27/12/2024 09:17

Justsayit123 · 27/12/2024 09:08

Have you asked for a refund???

Engineer sent by owner here as I type, inspection on Fireplace! We are awaiting his report.

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Wife2Frog · 27/12/2024 09:25

Semiramide · 26/12/2024 09:40

I cannot understand why, when you first set foot inside the property and saw the mess, you didn't immediately call the owner and insist on cleaners being sent at once?

As for the oven, I'd never plan to cook a big or complicated meal in an unfamiliar kitchen.

Wished I’d had but we are completely remote here. The owners returned only two weeks before we arrived so can’t understand how anyone could stand it. I am not a fan of cobwebs, spiders & the like however, my husband who is ordinarily bothered was disgusted and totally agreed with me. We contacted the number for housekeeper located in the guide book on kitchen table when we arrived only to receive a text saying she died 3 months earlier 🫣 I felt like shit! As it turns out the owner had provided contacts on booking firm and the tel numbers were different but I was in such a state at the time I didn’t think to check if the in house guide matched the booking form!

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Wife2Frog · 29/12/2024 09:23

Just left the property 2 weeks earlier than planned! Now in dispute with owners 😫

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leafybrew · 29/12/2024 09:57

How can they possibly dispute anything when the chimney fell in!

(oh - and the oven didn't work; oh and the place was filthy..)

The owners sound criminal.

ApparentlyRockBottomHasABasement · 29/12/2024 09:59

So sorry it came to that op.
were there any recent reviews of the property? Did you take photos of all the filth you had to clean? Can you do a charge back/claim on insurance or will you have to write it off?

Wife2Frog · 29/12/2024 13:56

We have been very careful to document everything, photos etc. we have been given instructions, essentially keep calm carry on. They’ve suggested that they might get an engineer Tuesday who may or may not condemn the chimney in addition to a someone to ‘take a look’ at the oven. In the meantime they’ve provided a ‘filthy’ plug in counter top oven and offered plug in radiators for lounge. We also had a four hour power cut on Boxing Day so no heating or electricity either! As yet they’ve failed to ask if we are all ok, or did anyone get injured when a masonry blocked smashed down the chimney sending stone and burning wood right across the room. We’ve not slept, the neighbouring property are also carrying out major repairs ( yes an additional issue) and every bang or loud noise made us terrified that the rest of the chimney was coming down! If we could we would have left immediately but had to get dogs checked by vet before returning to UK. We’re hopeful of reimbursement but did I mention the owner is a barrister 🫠

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