Hotels and building work - UK holiday

catflaps

We recently stayed a few nights at a place that was supposed to be a calm and relaxing break in a 'tranquil forest environment'.

Unfortunately each day we were woken up at 8am with the noise of building work; mainly the banksman beeping noise of reversing vehicles, but also heavy trucks driving past, and on one day a small digger right outside our cabin at 8:30 in the morning!

This went on sporadically between 8:30am and 5:30pm each day, and woke us up each day without fail.

We complained on the first morning but were told there wasn't much they could do apart from move us to a smaller less equipped cabin. They said there may not be building work each day and to see how it went, so we took that option but as the building work did carry on, we feel aggrieved. Had we known this upfront we wouldn't have booked, and had we have known it would continue we'd have gone elsewhere.

Returning home we have written a letter of complaint, for the noise and also for the lack of warning (this was building work that they will have known was happening as it was on-site). However apart from an auto responder saying we will get back to you within 28 days, we have heard nothing.

This was 2 weeks ago and I am not particularly happy with our email not being acknowledged.

The web ifs full of help and information about what to do if your overseas holiday has been ruined, however there is little guidance as to the protocol for a UK based holiday.

Would anyone have any knowledge of what we should do / our rights? I don't feel dealing with the company is enough.

We do have video and photos to 'back up our claim' though I don't think it's fair to post them here until the company has responded.

ThumbRemote

I think it's entirely fair to post them, given they've ignored your email.

What sort of response do you want? If you want a 50% refund, write again and say that.

catflaps

I do not know what is fair in this instance. It certainly wasn't relaxing which is the #1 reason we went and chose the location.

kingfisherblue

catflaps wrote: »

We recently stayed a few nights at a place that was supposed to be a calm and relaxing break in a 'tranquil forest environment'.

Unfortunately each day we were woken up at 8am with the noise of building work; mainly the banksman beeping noise of reversing vehicles, but also heavy trucks driving past, and on one day a small digger right outside our cabin at 8:30 in the morning!

This went on sporadically between 8:30am and 5:30pm each day, and woke us up each day without fail.

We complained on the first morning but were told there wasn't much they could do apart from move us to a smaller less equipped cabin. They said there may not be building work each day and to see how it went, so we took that option but as the building work did carry on, we feel aggrieved. Had we known this upfront we wouldn't have booked, and had we have known it would continue we'd have gone elsewhere.

Returning home we have written a letter of complaint, for the noise and also for the lack of warning (this was building work that they will have known was happening as it was on-site). However apart from an auto responder saying we will get back to you within 28 days, we have heard nothing.

This was 2 weeks ago and I am not particularly happy with our email not being acknowledged.

The web ifs full of help and information about what to do if your overseas holiday has been ruined, however there is little guidance as to the protocol for a UK based holiday.

Would anyone have any knowledge of what we should do / our rights? I don't feel dealing with the company is enough.

We do have video and photos to 'back up our claim' though I don't think it's fair to post them here until the company has responded.

You have had a response saying that they will contact you within 28 days, but that was only two weeks ago. If you haven't had a response in another fortnight, then I think it is time to start getting annoyed, but to be fair, you haven't given them the time they say it will take to respond to you. Maybe they are using the time to investigate, maybe not.

If you want to move forward more quickly than the 28 days, you could ring and ask to speak to the manager. Ask him how your complaint is progressing and can he give you any update.

I had a complaint last year and dealt with it by phone. I find it much more personal and you can agree time limits if they need to check things and get back to you. Everything was followed up with an email to provide a paper trail.

Funds were very limited, so a five day break was our family holiday. Things weren't as described in the brochure or online, and despite being aware that we were bringing a disabled child, we had a couple of problems with access in the dining room as well. I spoke to the manager (hadn't been able to get hold of her whilst we were there) and tomorrow we are going for a weekend break, free of charge. I believe that some adaptations and improvements have been made. I don't think that we would have been offered this weekend if I had emailed or written, as it was easier to explain the difficulties, and the effeect it haad on my family, verbally.