Sykes cottages- complaints support

Lily_123

Hello, long post- sorry!

we have just got back from a lodge that we let via Sykes cottages. The main reason we picked this particular one was due to the fact that it had a hot tub.

We arrived on Friday evening and found the hot tub was off and the water was tepid. We called the first contact number on the confirmation details and spoke to the owner of the properties husband who said the rob tub must have been turned off, apologised and turned it back on after tipping some chemical into it (didn't see if he carried out a ph test or not). Couldn't use hot tub on first night as it now needed to heat to temperature.

Saturday fine, noticed hot tub was off again at the switch but turned it back on thinking one of my party had turned it off without realising.

Sunday early afternoon: realised the hot tub was switching itself off due to some kind of electrical fault and was tripping the electrics in the house. Called owners husband again who again apologised and said we'll probably need to get someone out to look at it. Couldn't use hot tub again. We spoke about probably wanting some kind of compensation as the reason we booked this property for our break was mainly due to it having a hot tub that we now can't use. Husband he understood that and said he would speak with his wife.

Today: check out 10am, Called before we left to ask how we should go about looking into compensation was told to take it up with the property agent directly (Sykes cottages) and they would sort it from there.

Got home and contacted Sykes who in turn contacted the owner, the owner has said we burnt two pans she will have to replace and that we left a spillage on the floor. Sykes said they are unable to support our complaint any further than speaking to the owner and that we would need to take it up directly. We called the owner who argued with my partner at one point saying 'yeah terms and conditions blah blah' then put the phone down on us.

I feel robbed, we cleaned the house and did not disrespect the property or the owner in anyway. I'm shocked that Sykes are unable to help us with our issues and now me and my party paid over £1000 for a property which had its main feature un-usable for a third of the stay. On a side note a couple of my friends have had extremely irritated and sore skin which we believe to be caused by the high levels of chlorine in the hot tub.

Have we done all we can? I appreciate it's down to two arguments against each other but I can't believe the lack of control Sykes have over issues like this. I booked via credit card and thought of Sykes as a reputable company. I'm heartbroken.

sheramber

Sykes are only a booking agent who put customers in contact with owners.

Your contract is with the owner.

https://www.sykescottages.co.uk/uk-booking-conditions.html

lincroft1710

Was the lodge up to standard otherwise? As a percentage of the hire charge, the hot tub was probably only a small amount. I am sure you are not really "heartbroken".

Did you burn the pans?

If the lodge owner refuses any compensation, you can try the small claims court, (google MCOL) but you will have to name a figure which would be reasonable, bearing in mind that a hot tub is not an essential and didn't affect your ability to use the lodge as holiday accommodation.

hollydays

lincroft1710 wrote: »

Was the lodge up to standard otherwise? As a percentage of the hire charge, the hot tub was probably only a small amount. I am sure you are not really "heartbroken".

Did you burn the pans?

If the lodge owner refuses any compensation, you can try the small claims court, (google MCOL) but you will have to name a figure which would be reasonable, bearing in mind that a hot tub is not an essential and didn't affect your ability to use the lodge as holiday accommodation.

£1000 for a long weekend?How many bedrooms?
I would think the hot tub was a fair part of the enjoyment.But u say not working for a Third of the stay thats 1 day
I hope your friends have a doctors report to support your claims.
Perhaps you would be better communicating in writing.
What happpened to the pans. Were they le creuset or something?i usually find boiling with a dishwasher tablet or soap powder sorts out most problems.
As said ,Sykes are just an agent.

FOREVER21

Who did you make payment to. Sykes may well be only the agent but if you paid them, then your contract is with them and I would pursue it in writing withSykes.

ThumbRemote

lincroft1710 wrote: »

Was the lodge up to standard otherwise? As a percentage of the hire charge, the hot tub was probably only a small amount. I am sure you are not really "heartbroken".

Did you burn the pans?

If the lodge owner refuses any compensation, you can try the small claims court, (google MCOL) but you will have to name a figure which would be reasonable, bearing in mind that a hot tub is not an essential and didn't affect your ability to use the lodge as holiday accommodation.

Whilst this may be true, it's also the case that when a property is advertised with a hot tub, that's a significant part of the reason people book it - or potentially the whole reason people book it.

That's why accommodation with a hot tub commands a significant price premium.

lincroft1710

ThumbRemote wrote: »

Whilst this may be true, it's also the case that when a property is advertised with a hot tub, that's a significant part of the reason people book it - or potentially the whole reason people book it.

That's why accommodation with a hot tub commands a significant price premium.

Well that makes it easy then. The OP can find a similar property without hot tub, subtract the 3 day rental charge for that one from the charge for the one she rented, and take two thirds of the difference as the amount she should claim for.