Cottages.com cancellation fee, threatened with collections and court

sjk82

I recently made a booking for a holiday cottage on cottages.com for a group of 12, the booking was for June next year and i paid a £50 deposit which I understood was non refundable, a week after I'd made the booking I realised that I'd booked the wrong dates by a day, I'd booked 3rd - 6th instead of 2nd - 5th. I contacted the owner to change the dates and she said I needed to speak to cottages.com, called cottages.com who said they needed to ask the owner, they did and the owner said no she wouldn't change the dates, I tried to reduce the booking to 3rd - 5th but wasn't able to do that either, I called yesterday to cancel the booking and they have said that I need to pay the difference between the low deposit and usual 25% deposit which is £400 to cancel, I explained I do not have that money and they told me it would go to collections and then to court.

I am really scared and don't know what to do, I don't make loads of money and only have my income, I literally don't have this money and have no way of getting it. the original holiday itself would've only cost me £150 and I'd of had 5 months to save up for it.

does anyone have any advice on what I can do or any knowledge of the collections/court system? I have no idea what to expect and I've written to cottages.com but haven't had a reply.

I made the booking 13 days before I cancelled and notified them of the error within a week, I know I made the mistake with the dates and did not see this cancelation policy in the t&c's but I cant believe a company can operate like this, its so unethical. any advice would be really appreciated.

[Deleted User]

It's not unethical, unfortunately. It's just the terms you agreed to.

Contact them to make a payment arrangement to settle the debt. Offer what you can afford each month.  It'll avoid the stress of months of collection activity.

daveyjp

Looks like you booked on a low deposit scheme where full deposit is due if the booking is cancelled.  Nothing unethical.

If you are happy to do 3rd to 5th keep the booking, pay what is due when it is due, miss the first day of the booking.

Also keep an eye on the cottage and see if it actually gets booked for the 6th.

TELLIT01

The OP seems to be acknowledging that they didn't read the T&C for the property but isn't accepting that the problem is entirely of their own making.  Cottages.com and the property owner are doing nothing wrong.

sjk82

TELLIT01 said:

The OP seems to be acknowledging that they didn't read the T&C for the property but isn't accepting that the problem is entirely of their own making.  Cottages.com and the property owner are doing nothing wrong.

I'm really just looking for advice if anyone can help, I understand that the mistake here is mine, as I said. I do not have the money to pay this and I'm very scared as I have never been in this situation before. I'm very careful with my money (as I don't have a lot) and booking things usually, its just on this occasion I have mixed the dates up and the company wouldn't change them.

I don't feel its ethical to charge someone £450 for a booking I made 13 days ago that is in 7 months time, and having no allowance for changes.

I posted this for advice and if anyone knows what kind of process this will follow, not to be told its my own fault - I am already aware of this.

TELLIT01

sjk82 said:

TELLIT01 said:

The OP seems to be acknowledging that they didn't read the T&C for the property but isn't accepting that the problem is entirely of their own making.  Cottages.com and the property owner are doing nothing wrong.

I'm really just looking for advice if anyone can help, I understand that the mistake here is mine, as I said. I do not have the money to pay this and I'm very scared as I have never been in this situation before. I'm very careful with my money (as I don't have a lot) and booking things usually, its just on this occasion I have mixed the dates up and the company wouldn't change them.

I don't feel its ethical to charge someone £450 for a booking I made 13 days ago that is in 7 months time, and having no allowance for changes.

I posted this for advice and if anyone knows what kind of process this will follow, not to be told its my own fault - I am already aware of this.

You have asked what you can do, and unfortunately the answer is "Very little" and that is because the supplier is standing by their terms and conditions.  It does seem that the 'least bad' option will be to occupy the property for 1 day less than originally booked and accept the loss of that one night.  If you take that option be sure to inform both Cottages.com and the owner if you will be arriving a day late.  If you are leaving a day early I wouldn't say anything as you still have the right to occupy and it prevents them reletting.  They have stuck to the letter of the T&C so there is no reason for you not to do the same.

pjcox2005

Other posters are correct, and best bet is to use the booking as booked if you can.

However, you could leave a factual review on the site. You need to be careful but stating "Looking forward to my stay but be careful with booking as it has caused stress and soured break slightly. I made an error on my booking setting the dates 1 day out, contacted the owner within the week but they would not amend dates or accept cancellation despite booking being in 7 months time. My fault but worth noting that you need to be careful as owner sticks firmly to terms and conditions once booked."

It would potentially put me off booking as would give me concern how they'll be about deposits etc. Leave that with a 3 star rating as an example, and perhaps they'll be willing to change in order to protect their ratings and reviews.

Edited to stress you must be factual and keep emotions or blame on them out of the review.

TELLIT01

There is no guarantee that a factual but partly negative review will see the light of day.  I tried to post one, not on Cottages.com, and it never appeared.  I tried to contact the company which runs the reviews and never received a response - and the review never appeared.  Unfortunately the property isn't on TripAdvisor.

Thrugelmir

Stick to the original booking. With a party of 12. Are others not able to make the most of the extra day. 

sheramber

Did the rest of the party agree to cancelling? If so, then the non refundable deposit should be shared by them.

otherwise, continue with booking and arrive on the 3 rd. If any or all of the party can stay until the 6 th then fine. if not, then you leave on the 5 th as planned.

it needs to be discussed with all involved to decide what you do.

[Deleted User]

The people here saying "you have to pay the difference" are not helpful. OP - you have plenty of protection under distance selling & consumer legislation. If you really want the forums' help then post up the terms & conditions and what they have said (redacting any personal information). You will almost certainly be able to refuse paying any more money, and might even get the deposit back (although getting the deposit back will be hard).

You could also consider doing a chargeback against the deposit money (depending on how you paid it).