Poor UK holiday accommodation, best way to complain

Atomik1

Hi,

I am looking for some advice on how best to complain regarding a UK holiday.

We booked via laterooms.com a self-catering apartment but when booked were rung by the establishment to say the apartment shown was not actually available, so offered us an alternative saying it was of same high standard, with 'extras' such as washing machine... also the entrance was on same floor as our original choice.

When we arrived, first thing we noticed was it was actually up 2 more flights of stairs than thought, as the entrance was on same level, but 2 more flights of stairs were there after our door before you got to our level. Then the actual apartment was no-where near the standard shown. It was in desperate need of renovation, not just a lick of paint they seem to have provided. Many issues arose such as:

1. rotting window frames/rattling in the wind
2. lino in kitchen & carpet in rest of property not fitted correctly and loose.
3. Obvious second-hand furnishings, one table covered in white paint marks
4. Damp in one room, clearly on show with loose wallpaper
5. Was told new bathroom fitted, but was very old and chipped around bath, with dirty shower guard
6. One window propped up with a block of wood propped on top of a varnish pot!
7. Handle missing of bedroom door, wardrobe door broken, with the broken fitting just left inside the base of the wardrobe
8. Main entrance door handle kept coming off in our hands (not secure). Paint all over it
9. Double plug socket in lounge hanging off with all wires exposed
10. two metal rods hanging loose from dining area wall
11. Inadequate provisions, e.g. no cooking utensils - no veg peeler, no tin opener, no wooden/stirring spoons etc
12. Could not open kitchen window, which was cracked and dirty
13. Provided an iron but no ironing board, a washing machine but no means of drying laundry - no airer etc...
14. But the worst issue, was the kitchen ceiling started to leak on our 4th day, which was largely ignored by the management, who just told us to switch off the fridge (water was pouring down the walls over sockets etc) and then the next day they just came in with an extension lead to move the fridge... no apologies made, and expected us to just put up with it.

Overall a very bad experience, we pointed many things out to them, but they either blamed us (said we should have locked windows better to stop rattling - but they still rattled afterwards!), or blamed previous residents, or just did nothing.

We left 2 days early. Complained we were very disappointed, no-one wanted to come and deal with us.

Have complained to the local tourist office, who said the will investigate, but I was wondering how best to approach getting a refund? Should it be laterooms.com or the establishment themselves? Any ideas would be very gratefully received. This was our only break this year and cost nearly £600 for 7 days so feel very aggrieved that the accommodation was nothing like the advertised apartment, which looked much more modern and nicely finished.

Thanks in advance for any offers of advice

tbw

I suppose it would be whoever actually took your booking and your money so I guess that would be Laterooms as the booking agent. I don't know how much fuss you made while onsite but it does sound as though you gave the managerment plenty of chances to sort it out while you were there. It sounds dreadful in all repects and , in your situation, I would be asking for a full refund!

I hope you took plenty of photos etc and can back up your points - you may have to take it as far as a small claims court hearing.

Atomik1

Hi tbw,

Many thanks for the response.
Luckily we took plenty of photos, so it would be very difficult for them to deny the issues raised.

I took at the laterooms.com terms & conditions and they appear to be saying that they are not responsible for any accommodation etc, so not very helpful.

Any ideas on how I should go about writing to the management would be appreciated.

tbw

Atomik1 wrote: »

Hi tbw,

Many thanks for the response.
Luckily we took plenty of photos, so it would be very difficult for them to deny the issues raised.

I took at the laterooms.com terms & conditions and they appear to be saying that they are not responsible for any accommodation etc, so not very helpful.

Any ideas on how I should go about writing to the management would be appreciated.

I don't have any experience of Laterooms as I've never used them so I don't know how you stand with their T&C's . I assumed that Laterooms 'bought' the last minute rooms etc that the 'owners' hadn't been able to sell direct to customers and sold them on to people like you - in which case I would expect them to have some responsibilty for ensuring that what they are selling on is OK (and certainly safe!!!). I have had several run ins with holiday companies such as Cosmos and similar after I have booked via a local Travel Agent - and in those cases I have gone straight to Cosmos etc and not the Travel Agent.

I don't quite see how laterooms can deny responsibility for accomodation - surely thats what you paid them for? Or did you pay the actual apartment people? Under normal circumstances, its the people you 'bought' the item or service from who are responsible but it may be different for things like this - hopefully somebody else who knows more about it will be along soon to advise!

Depending on who took your money ,I would inform Laterooms or the apartment people of the exact problems and giving them a time limit to refund otherwise you will start on the small claims route. Small Claims procedures are easy enough to do (can mainly be done online) and don't cost much.

If you have photos , especially of the unsafe electrics, you should have a good case.

tbw

I've just looked at the Laterooms website and I gather you must have paid the apartment lot direct - so far as I can see , Laterooms don't even take a booking charge from you. So, I would go straight for the apartment people!

Atomik1

Hi,

The initial deposit was paid to laterooms.com, but the remaining sum was paid upon arrival at the establishment (made sure they took it before we saw the apartment).

I have seen on tripadvisor someone else complaining about the same place saying they asked for a refund when at the establishment, which the manager refused and told them something about it was too complicated to refund them due to commission issues etc....

Looks like I could have a battle on my hands here!

tbw

You may well have a bit of a battle but its worth it even if only to give you the satisfaction that you haven't let them get away with incredibly poor and unfair service. These people (like many companies unfortunately) think they can get away with it by giving you the run around and getting you to give up because it all seems like too much bother.

Lots of people do a lot of moaning to other guests when they are away - and continue moaning to their friends and relatives when they get home. Only a relatively small proportion of unhappy people actually take it up with the company when they get home. And an even smaller proportion battle on after the first 'dismissive' reply from the company. If you still feel unhappy about what happened (and it seems you have good grounds for thinking this company is the pitts!), then take the complaint as far as you can. The Small Claims procedure is really easy - I've used it twice and each time the company concerned has backed down and settled my claim before the Hearing. Once was Titan Tours and the other was Cornwall County Council.

Annisele

Did you pay by credit card? If you did, it might be easier going after the credit card company than the holiday provider (google section 75 consumer credit act).

Atomik1

Hi Annisele,

We paid by debit card, so not sure if that is covered?
Think a letter to the management and then the suggestion of the small claims court is the route we will need to take.

Thanks again

Annisele

Debit cards don't give you anywhere near the same protection as debit cards, but it's still worth writing to your card provider to see if they'll do a chargeback - see here and here.

I don't want to give you false hope - I think it's unlikely you'll get anywhere with that method - but I think it's worth a shot, at the same time as you try to get your money back from the business involved.

gordikin

Annisele wrote: »

Debit cards don't give you anywhere near the same protection as debit cards...

Yes that's right!