Unreasonable changes to check in/out times

[Deleted User]

We’ve booked a ‘staycation’ and are due to travel to a holiday cottage in Wales a week today. This morning we have received an email to say our check in time has been changed from 3pm to 7pm and we will need to have vacated by 9am instead of 10.30am on the day of departure. We’re being told this is to accommodate additional cleaning - the cleaners apparently can’t go in until the proper has been empty for 3 hours and then we can’t go in for 3 hours after they have left. I have a 6 month old baby, which makes travel much harder at the best of times, and my parents, who we are holidaying with us, are in the higher risk category due to age and ailments so we don’t want to eat out and we’re not ready to eat inside a pub. This is going to be a real challenge for us.  The company haven’t been at all helpful, we have not received any offer of recompense for the inconvenience and the fact we’re losing, in effect, half a day and with such short notice. To be honest we’d just like to cancel but they won’t refund us. Where do we stand? Surely this is a breach of the contract we agreed to? 

bradders1983

Everyone has had to adjust to changes in these "uncertain times", I cant agree that these are significant changes.

You wont get very far arguing that 5.5 hours is "half a day" either. 

Thrugelmir

Health and safety comes before personal inconvenience. You'll find all property lets are undertaking similar procedures. 

JGB1955

Would you rather stay in a house that might not have been cleaned????

sheramber

 What does your contract say ,   particularly about forces  out with their control? It is not anybody's fault. 
 Would you rather the cottage is not fully cleaned  and sanitised for you moving in?
The owner is probably following guidelines given to the  owners of self catering   premises.

Would you really do  much after arriving at 3 pm? Have you really lost half a day?
Take cold food and salad to have when you arrive. 
If it so difficult then  delay your arrival until the next day. 

bradders1983

Could even just order a takeaway when you get there, or, heaven forbid, whack something in the oven at 7pm.

[Deleted User]

bradders1983 said:

Everyone has had to adjust to changes in these "uncertain times", I cant agree that these are significant changes.

You wont get very far arguing that 5.5 hours is "half a day" either. 

We booked during lockdown, surely these measures should have been in place at the time so our confirmation should have been sent with the correct timings? Travelling with a baby is much harder, if it was just adults it wouldn’t be too much of an issue. Had we been made aware of these timings, we wouldn’t have booked because it’s just too much hassle. Also, I don’t feed my daughter takeaway and she’s normally fed and ready for bed by 7pm so to start from scratch when we’re finally allowed in isn’t an option. Grumpy, tired hungry babies are not much fun!! 

Thrugelmir said:

Health and safety comes before personal inconvenience. You'll find all property lets are undertaking similar procedures. 

Why not advise us of these changes when we booked 2 months ago and not the week before we’re due to arrive?

 sheramber said:t

 What does your contract say ,   particularly about forces  out with their control? It is not anybody's fault. 
 Would you rather the cottage is not fully cleaned  and sanitised for you moving in?
The owner is probably following guidelines given to the  owners of self catering   premises.

Would you really do  much after arriving at 3 pm? Have you really lost half a day?
Take cold food and salad to have when you arrive. 
If it so difficult then  delay your arrival until the next day. 

Our contract says 3pm check in and 10.30am check out. The owner is apparently currently staying in the property. 

Yes, I would be able to cook for and feed my daughter and get her ready for bed. I don’t want to feed her cold food or salad for her evening meal and I also don’t think we should have to delay our arrival or spend more money staying in a hotel for the night because our contract has been changed. In effect that’s paying for something we haven’t received, I can’t afford to do that. 

JGB1955 said:

Would you rather stay in a house that might not have been cleaned????

I’d rather not go at all after this but hey! Maybe the booking company should have given us the full facts at the time of booking rather than change the booking the week before? I’m not arguing it needs to be cleaned, thats why we’re paying a premium, but I wouldn’t have booked had I known we wouldn’t get in until so late. 

We’ll stay at home next time!! 

pdel61

I can understand changes in the checkin/checkout times to allow for additional cleaning, but that isn't what is happening here so I do think it is unreasonable to say the cleaners have to wait for 3 hours before entering and the OP has to wait for 3 hours afterwards.

sheramber

pdel61 said:

I can understand changes in the checkin/checkout times to allow for additional cleaning, but that isn't what is happening here so I do think it is unreasonable to say the cleaners have to wait for 3 hours before entering and the OP has to wait for 3 hours afterwards.

 Why is it unreasonable?  
A 3 hour buffer may be   required due to the products used to clean and sanitise the property.
The buffer may be set by the cleaning company, not the owner,
If the  buffer is set by the holiday company the OP could ask them why they have that buffer.
Some say a 24 hour buffer.
My friend , who has a holiday let , has a 3 day buffer between guests.

sheramber

No need for a hotel. Set out a day later if it is so much hassle. You will be able to arrive at a time that   suits you

[Deleted User]

sheramber said:

No need for a hotel. Set out a day later if it is so much hassle. You will be able to arrive at a time that   suits you

Because that was not what we booked, why should I pay for a night I can’t use because they didn’t make us aware of their change of check in time? We booked to arrive at 3pm, they’ve added 4 hours to that - had I known I wouldn’t have booked it’s as simple as that. They have not been clear and are in breach of contract. We I have said it was booked during lockdown so why are they now changing times a week before check in. It’s not fair, we had been looking forward to this holiday - our daughters first - but now I’d rather not go and spend our hard earned money with local businesses who deserve our custom! Lesson learned, citizens advice on Tuesday!