Self catering apartment damage deposit

blued

We rented out a 2 bedroom self catering apartment for 2 nights over the weekend. There were four of us staying in the apartment. There was no mention at time of booking about a "damage deposit" but this was debited from my friends bank account (he booked the apartment). He noticed the extra charge yesterday and called to query it and was told that damage deposits are always taken at time of booking and that he would hear back about a refund.

Yesterday evening he received an invoice via email with a description of "Damages fine" and value of £200 (the full value of the deposit). The covering email had "Please find the attached copy of the VAT receipt for the additional charge for your apartment. The additional charge was taken due to apartment abuse."

There are no other details. There was a wonky chair in the apartment (when we got there) which most likely needs screwing back together but otherwise no damage. We would liked to have given the living room carpet a vacuum before we left but there was no vacuum cleaner. We didnt damage anything.

What is the best way of moving forward with this? Would like to know what our rights are before we call the company.

slyracoon

If the deposit was not authorised and there is no mention of it on any booking confirmation report it to your bank as unauthorised and arrange a chargeback. Check the small print on your paperwork though.

blued

I've checked their terms and it states that they reserve the right to request pre-authorisation of the guest credit or debit card as security against any damage. Now I would assume this means that should there be any damage then we are informed and billed accordingly, not up front. I would also think that any invoice for damage would have to include what the damage was and an itemised cost to put it right?

RAS

Demand that they provide evidence of the damage they claim was done, including copies of the invoices for the repairs/remedy.

Do a chargeback. if that does not work a letter before action may.

blued

I called them earlier and they stated the chair was damaged, the floor was a mess and that there were some marks on the wall (??). I'm aware the chair was wonky because when my friend sat down it all but collapsed but there is no way we can prove it was like that already.

The floor did need a vacuum, a big round snack bowl of crisps got spilled and although we picked up the worst of it, it was still covered in crumbs! I've asked for photos of the marks on the wall and an itemised bill of how they got to £200. He says he can send me the photos but can not provide an itemised bill. So it looks like we are being asked to pay £200 for a chair (that was already on its last legs!) and someone to vacuum!

My friend called his bank and they advised him to pick up a visa dispute form from his branch but he's away for the next few weeks so it might be too late when he's back.

lagoslife

Was this booked with an agency or private rental?

Cleaning and marks on walls comes with the territory when letting, so charges for these seems a bit harsh.

Demand that they provide evidence of the damage they claim was done, including copies of the invoices for the repairs/remedy.

I agree.

BitterAndTwisted

Stop phoning and start writing! Cleaning before and after a holiday let is and should be part of the service and it is not reasonable to charge an additional amount for it unless it was stated in the original terms and conditions.

Under the circs, while this charge-back is being dealt with, I would try and be as troublesome and time-consuming as humanly possible.

G_M

I may be cynical (well, OK, I know I am!) but I suspect they've been charging guests for the wonky chair for weeks. Months even.

I feel a Small Claims Court action coming on.

stokesley

BitterAndTwisted wrote: »

Stop phoning and start writing! Cleaning before and after a holiday let is and should be part of the service and it is not reasonable to charge an additional amount for it unless it was stated in the original terms and conditions.

We use many holiday cottages and have yet to see a contract that did not include the threat of charges, usually for 'excessive cleaning' or similar wording. Problem is, what is excessive?

As for the damage deposit, this may have been a single sex party, in which case there is often mention in the small print of security deposits or similar.

BitterAndTwisted

If there was no inventory or a schedule of contents and their condition, a completely cynical person (i.e. me) could infer that they've been charging for this wonky chair for years. A very nice little earner indeed.

Get writing and a mention of the Small Claims Court could get you where a charge-back couldn't.

Edit: "A single sex party"? Whatever difference could that mean to a short, holiday rental? Are peeps away from home not allowed to have intercourse when they're not their own bedrooms? And how would a landlord choose to police that? Best not to ask, I expect.....

iB1

BitterAndTwisted wrote: »

Edit: "A single sex party"? Whatever difference could that mean to a short, holiday rental? Are peeps away from home not allowed to have intercourse when they're not their own bedrooms? And how would a landlord choose to police that? Best not to ask, I expect.....

I think that is more to do with stag and hen dos rather than single sex couples