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Complaint with Cottages.com not being answered!
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I booked a holiday through Scottish Country Cottages (Cottages.com) a couple of weeks before taking that holiday in October 2020. There were various problems encountered at the supposed luxury cottage throughout the week but the main one was no water (at all) coming out of any tap (hot or cold) on 3 separate occasions throughout the week. As the owner was not nearby, it was very difficult to get a hold of him in order to get the water sorted. We also had no mobile signal at the property so had to keep driving up the road to try and reach him on the phone. This wasted several hours. On each occasion we lost water, the owner eventually sent someone round to fix it and it was fixed on each of those 3 occasions. However, it marred our holiday experience so on the day we left we spoke to the owner to say we were not happy about the experience we had had. The owner was quite horrible and said we should be grateful that he managed to get the water turned back on again 3 times! I think he was completely missing the point that this was meant to be a holiday. We wrote a letter of complaint to Scottish Country Cottages, addressed to the email stated in their terms and conditions. They said they could take up to 28 days to answer the complaint but to date, 70 days later, we have received no response whatsoever! We have chased them 3 times but still no answer. We know they are receiving all our emails as we receive an automated response straight back saying they have our email. In our letter of complaint, we asked for a partial refund of £345, which equated to about 25% of the total cost. We deemed this fair for what we had to put up with. However, to not even get a response, I am unsure what to do next and how to proceed. Does anyone have any ideas on what I can do next? Is there an Ombudsman I can go to, to get this sorted out?