holiday cottage problem

fletty

Hi I'm not sure if this is the right place for this or not but here goes:-

We booked a holiday cottage for a week's self catering (sat -sat) starting 21st August for my oh and I and our 2 children.
The few days leaving up to our arrival date I got everything ready and the children were very excited.
On the Friday night there was a message left on our answer phone from the owner of the cottage to say there was a problem and could I give her ring, which I did.

There had been a flood at the cottage - a drain had overflowed and come through the dining room wall. The owner was very apologetic and said she was getting it cleaned and dried but was phoning to let me know the situation and warn me that we might not be able to go depending on the damage. ( the owner lives 2hrs drive from the cottage and was having information relayed back to her from the caretaker). We prepared our selves for bad news.

On the Sat morning the owner phoned again to say we wouldn't be able to go that day (sat) as the cleaning firm couldn't get there till sunday morning but she would phone me Sunday to say if we could go and we would be compensated for the day we missed.

She did phone on the Sunday @ 11.00 ish to say all was ok and we could now go but too keep the kids away from the area in case it was still damp, we set off and arrived at the cottage at 4.00 and had a wonderfull holiday - the cottage was still very wet but we just kept away, we even bought febreeze and sprayed it on towards the end of the hloliday as it was starting to smell damp. I phoned the owner and innformed her, she was staying the next week in the cottage so I thought if she was forwarned she could do something about it.

In all this time we never complained to the owner, and infact sympathised with her that is was awfull thing to happen but that it couldn't be helped - in my last phone call to her on the day we came home she said 'as soon as I get back from my break I'll sort your days compensation out'

The thing is she hasn't - I've emailed her and tried phoning so what can I do now?? I have nothing wrote down about her agreeing this or that we even missed a day of our holiday I know it's only £70 but we missed a day through no fault of our own.
Any ideas?

ellay864

Was it a private booking or through an agency? If the latter then go to them if you're getting no joy from the owner

Running_On_Empty

The owner may still be at the cottage sorting out the damage from the flood and redecorating.

poet123

fletty wrote: »

Hi I'm not sure if this is the right place for this or not but here goes:-

We booked a holiday cottage for a week's self catering (sat -sat) starting 21st August for my oh and I and our 2 children.
The few days leaving up to our arrival date I got everything ready and the children were very excited.
On the Friday night there was a message left on our answer phone from the owner of the cottage to say there was a problem and could I give her ring, which I did.

There had been a flood at the cottage - a drain had overflowed and come through the dining room wall. The owner was very apologetic and said she was getting it cleaned and dried but was phoning to let me know the situation and warn me that we might not be able to go depending on the damage. ( the owner lives 2hrs drive from the cottage and was having information relayed back to her from the caretaker). We prepared our selves for bad news.

On the Sat morning the owner phoned again to say we wouldn't be able to go that day (sat) as the cleaning firm couldn't get there till sunday morning but she would phone me Sunday to say if we could go and we would be compensated for the day we missed.

She did phone on the Sunday @ 11.00 ish to say all was ok and we could now go but too keep the kids away from the area in case it was still damp, we set off and arrived at the cottage at 4.00 and had a wonderfull holiday - the cottage was still very wet but we just kept away, we even bought febreeze and sprayed it on towards the end of the hloliday as it was starting to smell damp. I phoned the owner and innformed her, she was staying the next week in the cottage so I thought if she was forwarned she could do something about it.

In all this time we never complained to the owner, and infact sympathised with her that is was awfull thing to happen but that it couldn't be helped - in my last phone call to her on the day we came home she said 'as soon as I get back from my break I'll sort your days compensation out'

The thing is she hasn't - I've emailed her and tried phoning so what can I do now?? I have nothing wrote down about her agreeing this or that we even missed a day of our holiday I know it's only £70 but we missed a day through no fault of our own.
Any ideas?

Did she specify how long she would be away?

fletty

Hi thanks for tle replys, it was a private booking. All though she didn't specify how long she would be away I got the impression it was only for the week, this is now the 3rd week. I had waited untill after the 2nd week to give her time to get back / sort out anything that needed sorting at the cottage.

Madmel

I think a polite email or letter saying you hope she is getting the cottage sorted out and then reminding her would be the way to go. I have to be honest, managing my cottage is not my number one priority as it simply doesn't pay the bills like my main job does. If she has been in a pickle getting quotes and having work done, your compensation has probably dropped temporarily off her radar.

Our terms & conditions state that a booking is not confirmed until the deposit has been paid and that the balance should be paid one month before arrival. When the balance doesn't arrive (and I normally allow a couple of days for the post) I have decided there is no point in getting stroppy even though technically my terms have been breached. It leads to bad feeling and then I don't know that these guests will treat my property properly. I normally send a polite email reminder which asks if they have sent it as it may have got lost in the post, or if they haven't, do they still want the week. This has always resulted in a cheque by return, an apology and the relationship with the guests being a good one.

Good luck and I'm sure you'll hear back soon (no, it wasn't my cottage!)

fletty

Hi Madmel I did send another email (very polite) saying I was slightly dissapointed in not hearing anything from her. I got a reply saying her daughter had been in hospital and she'd been busy dealing with that ( I feel so bad now) - anyway all sorted now.

melb

don't feel bad about it - she's running a business and should act in a business-like way. Also managing one's holiday let business may not be number one priority but for the person who is booking the cottage for their holiday it is top priority as they're spending their hard earned cash.

zaksmum

fletty wrote: »

Hi Madmel I did send another email (very polite) saying I was slightly dissapointed in not hearing anything from her. I got a reply saying her daughter had been in hospital and she'd been busy dealing with that ( I feel so bad now) - anyway all sorted now.

Has she sent you the compensation cheque with her reply?

lagoslife

Sometimes it can be better to call the owner to clarify things. They are likely to be sorting the damage out, managing other rentals etc. and may get sidetracked.

Hope you get your cheque soon.

altyfc

Yes, don't feel bad... you weren't to know. It's just one of those things, unfortunately. If you haven't already had it, it sounds like she'll get that cheque to you soon.