Disappointing accommodation - Complain further?

yorkshirecath

Just returned from a week in the Lake District. Booked with a reputable company who we've had no complaints with before really. Like to stay somewhere really nice so usually a 4 or 5* self catering cottage. Picked a 4* this year and although the house was nice it wasn't what i considered 4*.
Filthy carpets, no smoke alarms, peeling sealant round the bath, floor grouting missing, rotting front door and seal hanging off etc.... it was probably 4* when it was newly done but seems neglected now.
Put in a complaint to which they initially replied with an acknowledgement and received a letter this morning with an apology and telling me i could have 10% off the same property next yr. This doesn't seem very much to me. Do you think i have a case to take further?

Thanks

greenface

Name and shame . Should have smoke alarms in 2* hell holes to be fair . Tell them its unacceptable as you do not intend to return . What do you want to happen . Home owners and management companies like to take your cash . Put an honest report on trip advisor . Even show the owners first ( thats not a threat to them and dont be talked or paid not to ) good luck

yorkshirecath

Well it was through Lakelovers and they have notified the owner. I think it's the owner that is offering the 10% discount but to be fair that's in their favour then surely as they're getting another holiday out of us!

joerugby

Move on

We have always used Cumbrian Cottages and find their properties are exactly as described

yorkshirecath

I've used them all in the past, Cumbrian Cottages, Heart of the Lakes, Lakelovers and Lakes Cottage Holidays. This is the first time we've really had a problem. It cost almost £1000 too!

themull1

Ask for a partial refund.

Torry_Quine

When I had similar issues in a property in England I contacted quality in tourism who are the organisation who assess properties and give ratings. They were very interested and will use my points when next viewing where I stayed.

http://www.qualityintourism.com/

yorkshirecath

Torry_Quine wrote: »

When I had similar issues in a property in England I contacted quality in tourism who are the organisation who assess properties and give ratings. They were very interested and will use my points when next viewing where I stayed.

http://www.qualityintourism.com/

Is it not Lakelovers who give the the accommodation it's rating then?

Torry_Quine

yorkshirecath wrote: »

Is it not Lakelovers who give the the accommodation it's rating then?

They display Visit England logos so think not.

yorkshirecath

Ah ok thanks for that. Will mention that when i email them again.

susancs

yorkshirecath wrote: »

Is it not Lakelovers who give the the accommodation it's rating then?

Quality in Tourism do the assessments. Information on the official Visit England website here.
http://www.visitengland.org/busdev/accreditation/

Only you know how much the issues you found on arrival impacted on your holiday and what refund you feel is acceptable. As you stayed there a week, did the company offer to rectify any of the issues that you reported to them when you arrived, during the weeks holiday or offer you alternative accomodation etc? I realise it was probably over the Christmas bank holidays, but I would have expected more than an email acknowledgement to any phonecalls and emails made on days other than the bank holidays.

You have nothing to loose by writing another email stating that you do not consider a 10% discount on another stay at the property acceptable, as you do not wish to stay at this property again, after your recent experiences. Then you should state again the issues, the phonecalls you made during your weeks holiday trying to resolve issues and the fact that issues were not rectified during your stay. Attach photographs of the issues and ask for a refund for the amount you consider fair. As the carpets were not cleaned I would be looking for the portion of your rental that paid towards cottage cleaning prior to arrival as the cottage was not cleaned properly. It also appears that Lakelovers are fully responsible for dealing with this matter as their terms and conditions state:
27. Lakelovers
Lakelovers are the agents of the Owner and are duly authorised to enter into the Holiday Let and to act on the Owner’s behalf in all matters relating to the Holiday Let in accordance with the Terms and Conditions and the Booking Form.