Holiday Cottage in UK - is it legal for agents to keep monies not belonging to them

[Deleted User]

Thank you for the link stulaunch.  I don't think things have improved any if Trust Pilot is anything to go by.  My original holiday is rapidly approaching.   I was just wondering, IF, I went ahead and travelled there (as have paid for it and not got a refund) would they be obliged to let me in OR would I just be arrested en route?   Hmmm just pondering not really a serious suggestion but it has got me wondering.   If it is breaking the law to travel then surely people keeping our money must be breaking the law also?  But as others point out there isn't a precedent case and no uniformity within the tour industry either.  

For info:  Cottage owners are now speaking out as they are not receiving money either and are threatening to cancel their
contracts with cottages.com as soon as they can.    

secretmachines

It's a very unfortunate situation for all concerned, and I understand companies trying to convince people to take credit notes.
We would be happy to take a credit note IF rearranging worked for us. However, it doesn't. The offered 12-month credit note is only applicable to the same property (i.e. not any other offered by the broker). Our Easter weekend trip was for four couples coming from across the country, was months and months in the planning - and very difficult to find another suitable time for everyone. We asked to book the same weekend in 2021, but it was already booked.
We have tried to work it out, but it's just not possible - so don't think a refund is unreasonable. We will continue to be amicable with the company and hope they are willing.
I have submitted details to the Consumer Lawyer Blog (thank you for the link).

[Deleted User]

This is what I can't understand secretmachines.   Even people that are able and willing to accept a credit voucher are coming up against a brick wall!   The total inflexibility of Cottages.com (and whoever else is affiliated with them) is making a bad situation a thousand times worse!    

A. People are finding that they are not able to book the same week next year (as we have seen, some already pre-booked, some closed for renovation etc).

B. The prices for 2021 have been increased so people are being told they need to stump up more money. (who actually DECIDES what prices should be?  am almost 100% confident it isn't the cottage owners themselves.)   But of course, the higher the cost, the more the commission for these greedy 'agents' 

c.  Nobody is permitted to choose a different cottage for the same period let alone a different area as this is then regarded as a new booking with the loss of monies from their 2020 holiday, presumably?   So: you only get 12 months?  you can't book the one you originally booked and you can't book another without paying a lot more money?  (great!  more money in the coffers then Cottages.com). 

There are hundreds of people who find they simply cannot book ahead for a variety of genuine reasons.   Some sadly, may not even be around this time next year!  Others can't predict their holiday entitlement. 

Cottages.com are quick to point out that they are only agents for the property owners (disclaiming any responsibility for the condition etc of the property) and yet the property owners are being screwed (for want of a better word) out of the money also.   If I understand correctly the actual cottage owners only get their portion of the rent once the holiday has been taken and not when it was originally scheduled for?  Which means cottages.com have banked all our money for up to 12 months?  generating interest?    And what happens to the money if people simply cannot book the same cottage within 12 months?   Do cottages.com simply pocket the money?   This is what I asked in first place but nobody seems to know.

Scandalous!     Come on Martin.   Help us out!

[Deleted User]

Just wondering if Sassy-One you have had any response?  I am doing my bit.  Have reported to every which way.  Even asked Jeremy Vine if he will take it up for discussion!    My biggest gripe is not IF I can have a refund.  It is : IS IT LEGAL for cottages.com (Hoseasons or whoever) to keep the money that they collect on behalf of cottage owners?   Surely the money we have paid is for the cottage owners (minus the agents commission).    Now we are in a situation that this company are keeping hold of money for an indefinite period and IF people aren't able to rebook for whatever reason, do the 'agents' have the legal rights to keep hold of the money?  This is something nobody seems to be able to answer.