Urgent - luxury villa in France with black mould

freezeeh

We've just travelled 12 hours to a luxury villa in France. Upon arrival an hour ago we were told that there was water damage to the ceiling. We were asked to pay a 500 euro deposit which I refused. The ceiling damage is vast, with black and white mould spores. It is appalling.

We are not in the original villa we booked (shown on the sheet at reception), I saw the lady change the villa number. When we questioned this we were told it was given to another family who were unhappy with it.

She could not offer us anything,in so far as a different villa, discount or anything. She mentioned the commercial manager would be in on Monday.

There is no working smoke alarm either.

We paid £1700 for one week.

We are exhausted and dont know what to do. We dont want to stay here. By staying here is that accepting the situation? What can we do?

Alter_ego

Take Photographs!

davidmcn

Have you rented it under a French contract? If so then I wouldn't expect UK consumer laws to be relevant.

freezeeh

We have taken photographs.

It was booked via hotels.com using my Amex card if that is of any use.

Just gutted.

hollydays

Do you speak French? Do they speak English?
What’s wrong with the smoke detector?Take a video of its non function.
How long has this been damaged and why weren’t you told before?

Any health conditions that might make staying in a mouldy house particularly undesirable...;) eg copd or asthma
Is it unliveable?
I would have expected someone to at least phone you, before Monday,but it is France and le weekend.
Speak to Amex for advice
Only things that come to mind are consulting a French lawyer there, and telling them that’s what you will be doing.
As it’s the week before bastille day I think accommodation will be scarce

pinkshoes

Take lots of photos, make it clear it is not acceptable, and ask them to arrange for somewhere else you can stay, or at the very least recommend a hotel for the night. Tell them you are expecting a full refund.

Get some sleep, then go to the tourist board tomorrow and find yourself some more accommodation.

Keep receipts for the hotel an other accommodation to show that you had to pay for an alternative, and use this as evidence for a chargeback via AMEX.

hollydays

French tourist boards may not be helpful.
When I was once looking for accommodation they just directed me to rental agents or to look on the internet.

TW1234

freezeeh wrote: »

We have taken photographs.

It was booked via hotels.com using my Amex card if that is of any use.

Just gutted.

Phone hotels.com (44) (0)203 7885149

Vegastare

I would phone Hotels .Com as directed and tell them you are posting and uploading the video to a complaints site if they do not act to re locate you tomorrow. You will not wait another day.

TW1234

But calm down, make the best of it for tonight as you won't prejudice your rights by so doing and the conditions are not life threatening.

hollydays

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