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Original poster

I am a total nobhead and going straight to hell

53 replies

HiyaWishy · 09/07/2022 22:17

As above. Couldn't find a topic suitable enough so labelled it 'property' as I was letting one...

We live(d) in a seaside/holiday town and did seriously plan on letting a property for holiday stays. Set up website, took a booking or two but then it was decided that it wouldn't work out for various reasons so deleted website, cancelled bookings etc and the property was sold last December.

Just received a text message from a guy who was planning on staying in a fortnight's time. He's checking his booking is still OK?
Just quickly looked through the bookings we had and his hasn't been cancelled nor his deposit returned 😨 I must have totally forgot.

In my defence, we moved house January and from then on, without being too outing it's been a shitter of a year with one thing and another including a very poorly DD - long term not just a two week thing; it's still ongoing. However, there is no excuse really other than I forgot. This guy has nowhere to stay in two weeks time and it's totally my fault.

Any ideas what I can say to make it slightly less awful?

OP posts:
lookleft · 09/07/2022 23:31

DiamanteDelia · 09/07/2022 23:19

Well, it’s breach of contract so strictly you should put him in the position he’d have been in if the breach hadn’t occurred. That means that if he can only find a more expensive booking now, you should pay the difference (and return his deposit of course).

I’d apologise and ask how he wants to proceed

This. You've breached a contract. If prices for alternative accommodation have risen significantly than you should expect him to come after you for the difference he has had to pay (as he is entitled to), and you'd be sensible to try to reach an agreement with him for a suitable amount of compensation before he does just that.

Original poster
HiyaWishy · 09/07/2022 23:32

whereeverilaymycat · 09/07/2022 23:15

Something similar happened to me years ago. I booked accommodation and then it transpired they'd booked someone else in and I couldn't have the rooms. Totally their fault.
The thing that really ticked me off was the way they were trying to imply it wasn't their fault, I hadn't actually booked etc etc. when I blatantly had. I had emails to prove it.
So whatever you choose to do, a sincere apology and taking responsibility for the mistake goes a long way.

That sounds awful. No, it will be a sincere grovelling apology with alternative accommodation recommended/suggested and with financial reimbursement.
I know it doesn't help the guy but I literally could not feel worse about this. At all.

OP posts:
Goawayangryman · 09/07/2022 23:35

I love the 'oops we fucked up! Soz!" Brigade. If you had a contract then you are bound by the contract terms. Commonly this means rectifying the error.

Very unfortunate situation all round but definitely not ok (morally) to just say ah here's your deposit hope you find somewhere else...

Original poster
HiyaWishy · 09/07/2022 23:35

lookleft · 09/07/2022 23:31

This. You've breached a contract. If prices for alternative accommodation have risen significantly than you should expect him to come after you for the difference he has had to pay (as he is entitled to), and you'd be sensible to try to reach an agreement with him for a suitable amount of compensation before he does just that.

Show quote history

Sound advice to be heeded there 👌

OP posts:
Goawayangryman · 09/07/2022 23:36

OP You sound very decent and I'm sure if this guy is a normal kind of guy he will see that too. Good on you for caring.

Original poster
HiyaWishy · 09/07/2022 23:42

Goawayangryman · 09/07/2022 23:36

OP You sound very decent and I'm sure if this guy is a normal kind of guy he will see that too. Good on you for caring.

Thank you. I do feel utterly, utterly wretched. I wish I could say how it happened but my only excuse is my focus being on house move, DD's illness etc. Either way that's not the guy's problem is it?
If I could afford to buy him his own private island and a gold plated jet to take him there, I would!

OP posts:
wellhelloitsme · 09/07/2022 23:50

A lot of this depends on your T&Cs OP so you need to find them as priority.

You made a genuine, human mistake at a time you were understandably focused on your child being ill.

People making genuine errors is a part of life and the fact you want to be decent and try to minimise the impact on him is the best of a bad situation.

Accidents happen, try not to beat yourself up too much.

Sorry to hear about your little one Flowers

Clymene · 10/07/2022 00:13

I wasn't being entirely serious but yes, look at the T&Cs.

I suspect you're liable for more than a deposit refund and an apology.

TheCrowening · 10/07/2022 00:24

Zone2NorthLondon · 09/07/2022 23:02

Don’t be ridiculous why would the op invest time and effort to find an alternative holiday
shit happens. It’s unfortunate and op is in wrong but let’s keep some perspective, the op doesn’t need to fix this other than fulfil the refund and potentially a bit more as goodwill. That’s all

Actually she would have to meet the difference between the cost of her place and the cost of an equivalent place.

She is in breach of contract and liable for damages/loss.

Everyone makes mistakes, OP, it happens, you didn’t intend to mess him around. Might be best for you to spend a bit of time looking up and pricing up reasonable alternatives so you know what to offer.

TheCrowening · 10/07/2022 00:27

MiniPiccolo · 09/07/2022 23:30

You cancel the booking as standard OP and advise the property is no longer available due to business reasons.

You don't have to explain any further. He should have insurance.

Lots of people here who haven’t a clue about the legal position. Honestly people shouldn’t be posting advice so confidently if they don’t know about these things.

Happymum12345 · 10/07/2022 00:29

We just had an Airbnb cancel our apartment in France fairly last minute. It’s annoying but not the end of the world. Apologise and refund deposit.

CourtneeLuv · 10/07/2022 00:36

Don't double the deposit. You need to find alternatives and pay the difference between what he would have paid you and what is available now.

Dinoteeth · 10/07/2022 01:02

Op I'd hunt around for alternatives for him. Do you have friends who also have holiday accommodation?

And pay the difference between what he'd have paid you and the alternative. I bet your t&c would mean he was liable for full amount if he cancelled within 6 weeks.

OnTheRoll · 10/07/2022 01:17

When messaging him, don't go on explaining your mistake by having a sick child. I am very sorry to hear about your DD having been unwell and I do hope she's better now. But in a situation like that it will sound like you are trying to absolve yourself of a blame and expect him to be less disappointed because of your genuine reason, and to feel bad about being disappointed. With all the compassion in the world, it is not his problem and his holiday is ruined. Just apologise and cite family reasons. That's enough

jharley78 · 10/07/2022 05:00

Just out of interest is the place on trip advisor, still have a website or anything like that? If i were him I'd have been checking recent reviews your website to see if anything had changed so it may not be as much of a surprise as some suggesting on here.

lifecouldbeadream · 10/07/2022 05:46

When was he due to pay the balance? Has he missed the date?

OneFrenchEgg · 10/07/2022 08:25

Does this link help in any way op?

www.schofields.ltd.uk/blog/4196/get-refund-cottage-holiday-cancelled/

I honestly don't think you have to pay the difference for him or do much more than a goodwill gesture.

Original poster
HiyaWishy · 10/07/2022 09:20

OneFrenchEgg · 10/07/2022 08:25

Does this link help in any way op?

www.schofields.ltd.uk/blog/4196/get-refund-cottage-holiday-cancelled/

I honestly don't think you have to pay the difference for him or do much more than a goodwill gesture.

That is super helpful thank you.

The guy paid £150 deposit and wasn't due to pay the remainder until he arrived. Our terms & conditions don't state anything about cancellations on our side 🤦‍♀️

OP posts:
jefficake · 10/07/2022 09:46

Goawayangryman · 09/07/2022 23:36

OP You sound very decent and I'm sure if this guy is a normal kind of guy he will see that too. Good on you for caring.

This. You aren’t going to hell and you aren’t a nobhead. You haven’t done it deliberately and you are actively thinking of ways to make it easier on the guy. I’m sorry you’ve had such a shitty year.

Heroicallyl0st · 10/07/2022 09:56

Please be kind to yourself! Yes it’s regrettable and not ideal, but not everyone is going to feel like it’s the end of the world to have a holiday cancelled last minute (especially not in the current climate).

Apologise, refund the deposit, stick to your contract regarding anything extra, maybe send a £50 hamper or voucher as a sorry for the mistake, but forgive yourself and let the guilt pass!

Original poster
HiyaWishy · 10/07/2022 10:48

Thanks for all the kind words and suggestions.

I've contacted him and apologised profusely without going OTT and trying to shift blame. I've doubled his deposit and refunded it.

OP posts:
Original poster
HiyaWishy · 10/07/2022 10:59

HiyaWishy · 10/07/2022 10:48

Thanks for all the kind words and suggestions.

I've contacted him and apologised profusely without going OTT and trying to shift blame. I've doubled his deposit and refunded it.

Also offered a list of alternative accommodation that were vacant on the same dates.

OP posts:
OneFrenchEgg · 10/07/2022 11:00

That sounds very kind op, I really wouldn't be inviting any protracted contact or support .

TheMagicDeckchair · 10/07/2022 11:41

We turned up to an air bnb booking with an overtired baby and the place didn’t exist! We also had another air bnb cancel due to a “water leak” apparently. Never dealt with them after that.

These things happen, you’ve been generous providing him with compensation on top of his deposit. Hopefully that will settle the matter now.

SwedishEdith · 10/07/2022 12:04

I think you've been pretty considerate here, OP. Some of the brusque "tough shit" suggestions are appalling.