Over Easter, we booked 4 nights away in a UK cottage (the agency said to book privately with owners if less than a week, which is what we did). On the 3rd day there the boiler broke down first thing in the morning, so no heating and no hot water. We spent all morning trying to contact owner who failed - because it was Easter weekend - to find anyone who would come and fix it. We had to return home - snowing, no heating, two little ones.
Now, at the time, by phone she did offer us half the holiday cost as a refund - or, alternatively, another 4 nights out of season. We've asked her to email possible free dates three times now (in a note left at cottage; and over the phone twice) - to no avail. Please can anyone advise us what to do next? Presumably the agency won't help as it was a private areangement? To be honest, I think it was a bit miserly only offering us 50% refund as it compensated us in no way whatsoever for the disruption and disappointment for the holiday. However, even getting that back at this stage would be something.