LHH Scotland cottage booking refund

Life__Goes__On

whinlatterdrive said:

I totally agree.  They are in breach of contract without a doubt, but we are still £1710 out of pocket regardless.  They must be a pretty brazen company and one without morals to be so stubborn.  I'm confident they will have to give way sooner or later once they are challenged by the government body CMA.  Maybe then, they will take time to reflect on how they handled claims/refunds during these unprecedented times.  Thanks for your input - it is encouraging
Regards
Whin

Have you tried your card company if you paid via one?

comeandgo

I had a look at their web pages, are you sure this is a legit company?  I can find no trace of them on Companies House, LHH Ltd is trading as a charity with London addresses.  The web pages give no company registration number, and no peoples names.  

bigbarryobama

They are under 'LARGE HOLIDAY HOMES LIMITED' name at companies house

bigbarryobama

We also have had to reschedule with them till next year under these 'absolutely no refunds regardless of the circumstances' extra terms and conditions.  I wonder how legal these conditions are.   I agree with above posters,  more complaints to CMA needed here.    Even if all goes ahead and well next year,  I won't book with LHH again.   They've burnt their bridges,  what goes around comes around!     
One thing that crossed my mind,   what happens if LHH go into administration before my trip next year.   What happens to bookings and the monies paid?   

comeandgo

 Large Holiday Homes Ltd is dormat, or could be in first year trading.  If company goes under, you then have to rely on your credit cards to repay you the money.

bigbarryobama

comeandgo said:

 Large Holiday Homes Ltd is dormat, or could be in first year trading.  If company goes under, you then have to rely on your credit cards to repay you the money.

looks like they've been going since 2003!   I don't really understand the dormant account stuff in the records,  perhaps some accounting getaround!

whinlatterdrive

I would never use this company again.  They are immoral and not in the least interested in their customers wellbeing.  We have used them 4 times in the past, but sadly, no loyalty bonus here.  They still took my £1710 for a holiday that we weren't able to take due to Covid.  A shocking firm with no conscience whatsoever.  They will loose out in the long run.  Regular customers are the backbone of any business  ……..  no recommendations, no bookings.  

Sylvestris

I too am a victim of LHH Scotland. I paid over £1,800 for a two week rental. I received a number of curt emails basically saying “you can’t stay due to Covid-19, not our problem, speak to your insurance company”. To say that I am furious is an understatement. I am a regular LHH customer and have a number of further bookings into 2021! I am currently trying to get a refund from my credit card company but LHH are fighting it. Their attitude to loyal customers is appalling and they will suffer as a result of it.

Their behaviour is completely immoral and smacks of greed. Even if I could get a refund from my insurer I would still lose a £250 insurance excess, whereas LHH and the property owner lose nothing. In fact, what really hacks me off is that I paid £40 for a deep clean after we vacated the property because we were taking two dogs. The owners will be pocketing that.

Due to the Coronavirus pandemic my family have lost three self-catering stays in Scotland, two prepaid train tickets, a week’s full board at a quilting retreat, 10 days in Spain via Jet2, £700 worth of events at the Speyside Whisky Festival and three venue hires for the small charity that I volunteer for. All of them, with the exception of the one self-catering cottage booked with LHH Scotland, have refunded the money (including deposits) without any quibble whatsoever. In fact, unsolicited, Direct Line even gave me £38 back on my motor insurance due to the lockdown and reduced mileage.

I too have reported LHH Scotland to the CMA. I have raised a freedom of Information (FOI) request with the CMA as I am curious to find out how many complaints have been raised against them.

val_mac

Tedber said:

Val...this is just my personal feelings, but I would do nothing just now.   LHH seem to be being ambiguous and maybe hope people will just cancel?   IF, the situation remains the same (FCO advise etc)  then LHH will have a duty to refund people or offer a rebook.    I have not got a holiday booked with them but have looked and they clearly state in the terms and conditions that insurance needs to be in place for a cancellation no matter when, whereas other booking agents allow cancellations on an (increasing) scale. They tell everyone to take out insurance cover,  So if  you cancelled even six months before, then you would need to go to your insurance company.   This doesn't however, excuse them for cancellations by themselves.   They are obliged to refund if they cancel it themselves.   They may argue it isn't their fault, but neither is it yours so once the date has been and gone and situation still the same, if they positively refuse to refund you then (hopefully) you have paid by card?   Go and instigate a chargeback stating the fact you didn't receive the goods i.e. the holiday.  Or a section 75 even if you paid by credit card but a chargeback would be my first try.

Quite honestly reading the t's and c's of LHH, I would never book a holiday with them now.  

In a new bizarre twist to this story, LHH emailed today and, after cancelling our holiday last week with no possibility of rescheduling or refund, LHH are now requesting the balance on the basis, after today's latest statement from the First Minister that self-catering can open from:

3rd July for 1 household

10th July for you and 2 other households

15th July all properties open
These stipulations don't entirely fit with our original plans as 3 households were due to go on 4th July but it now seems that if we don't go we will have to pay and potentially loose the full amount now and not just the deposit! There was not a word of apology for the sudden change or even a reference to them cancelling the holiday last week! We seem completely snookered! And they just seem like money grabbing b****rds! Any thoughts folks? Other than to not touch this company with a barge-pole ever again!

whinlatterdrive

Go online to CMA website (government) and use their  complaint form.  Mention LHH by name.  They are currently investigating no refunds being given by this greedy money grabbing immoral company.  The more complaints the stronger our case.
I am still £1710 out of pocket for a holiday that they cancelled 6 - 20 June  .  I had to pay for end of holiday cleaning also!!!!!!
Shocking, but I will continue to fight.