Who is contract with, "booking agent" or owner?

harrys_dad

I hired a house for Xmas through a very well known "cottage" website. The house was not as described, and had significant faults which significantly affected our enjoyment. I have e-mailed the people I booked it through and asked for compensation. They are contacting the owner to get his view before responding.

One part of their holding reply bothered me though. In my view my contract is with them, as I found the house on their website, booked it through their website, spoke to them on the phone about the booking and paid them in full. They say "Our company acts as a booking agent on behalf of the owner of the property. Our booking confirmations state this within the customer’s reservation information sent after the booking is made and also when the balance is paid, it is also detailed in the general booking terms and conditions.".

Who is my contract with? They are ABTA registered so if I do not receive an acceptable offer I could take it up with ABTA. My concern is whether I need to pursue the agent or the owner?

Caz3121

did you contact them whilst away and give them the opportunity to rectify things or did you wait till you came home again before contacting?

harrys_dad

Caz3121 wrote: »

did you contact them whilst away and give them the opportunity to rectify things or did you wait till you came home again before contacting?

All issues were raised with the manager of the property (who met us there and gave us the keys), who lived very close and visited about four times during the week at my request.

harrys_dad

Bump. Any views?

harrys_dad

£300 returned from owner plus £200 from booking agent. Result!