The beauty of a Northumberland village turned sour for two holidaymakers when the rental cottage they had booked became a chilling disappointment.
The reality that greeted Nicolas Wilson and his friend a few weeks ago was shockingly different to the picturesque images and glowing description that had tempted them into a reservation costing them hundreds of pounds.
On arrival rather than solid steps they were expected to climb a precipitous path lined with rudimentary wooden strips. Then after opening the front door they were confronted with a damp and cold chamber full of dirt and peeling paint.
++ If you’ve been affected by this issue or feel you’ve been a victim of injustice, please contact consumer champion Maisha Frost on maisha.frost@express.co.uk
“I did try a couple of times to call the owner with the contact numbers supplied. They responded after three hours, but apparently the alternative accommodation they had was full,” says Nicolas.
“Though they turned on three heaters the damp smell was overpowering.
“They had said there were steps, but the truth was they were just bits of wood stuck into the soil. I have disabilities so it was impossible to come and go freely.”
The pair decided things weren’t going to get better so they left before even spending one night.
Sympathy for their ruined holiday was thin on the ground however after their request for a refund was refused by the owner.
This was relayed to them by the agent that had handled the rental, Sykes Holiday Cottages.
While agents handle the booking payment as third parties they are not strictly liable if an owner fails to honour their side of an agreement, so causing a breach of contract or misrepresentation.
However, no decent business wants an unhappy customer who has genuinely lost out and, having seen the ghastly photos of cottage that Nicolas took as proof, we asked Sykes if it could review what had gone on and help if possible.
The outcome has been excellent and very fair. Nicolas has received a full £881 refund. “We are elated, thank you,” he told Crusader.
Sykes commented: “We’re sorry to hear that [Nicolas’s] holiday did not live up to expectations. We recognise his experience fell short of our usual high standards and have therefore provided him with a full refund as a gesture of goodwill while also investigating the issues raised with this property.”
[Nicolas’s name has been changed]
How to head off holiday rental hassle
The vast majority of rentals, especially when managed by a responsible agent, go smoothly. But prepare for the worst by being absolutely clear about your rights beforehand and how you navigate any problem.
Double-check access if you have any mobility issues. Photos do not always show every aspect of a location. That means if, when you arrive and the conditions fall short and not what was advertised, know who you call. Make that both the owner and the rental company as they will have a helpline too. Put the problem in writing, so text and email.
Dirt and damp in a property are among the biggest spoilers for holiday renters. Take a record and photos and it’s no bad idea having a thermometer to prove what the temperature is, should that be an issue.
If not too unbearable, stay to show you have allowed them the opportunity to rectify. However if that offer of action takes days, that’s unacceptable.
