Villa complaint - not ABTA protected - Avoid Agni Travel and Beach Villas

2babyboys

Hi  long story, but we paid for a villa with a pool.  for 3 days our pool was inaccessible due to water issues in the pool.  Villa company denied my request to move and refund remaining days (I found an alternative villa).  Property Manager supported my request, but villa company said no.  We had no assurance to when this issue would be fixed so was quite stressful with 3 kids ina  heatwave without a pool!  Bank won't support a chargeback because we stayed even although we paid fro a service we didn't get.  Any suggestion where I can go from here please?  Thanks 

eskbanker

Like most, https://www.agnitravel.com/booking-terms asserts that your contract is with the property owner and that any issues need to be addressed with them rather than the agent - who is the company owning the villa and in which jurisdiction are they registered?

2babyboys

Hiya, thanks for your reply.  I wasn't privy to the property manager details, all I managed to get was whatsapp number, which appears to be Turkish.  They were nice enough, but kept insisting I have to go via agent Agni Travel, who referred to their refund policy saying I'm not eligible.

sheramber

2babyboys said:

Hiya, thanks for your reply.  I wasn't privy to the property manager details, all I managed to get was whatsapp number, which appears to be Turkish.  They were nice enough, but kept insisting I have to go via agent Agni Travel, who referred to their refund policy saying I'm not eligible.

What is there ereufnd policy?

2babyboys

Agni's?  I don't have anything from the Property Manager, they are just there for facililties

eskbanker

2babyboys said:

Hiya, thanks for your reply.  I wasn't privy to the property manager details, all I managed to get was whatsapp number, which appears to be Turkish.  They were nice enough, but kept insisting I have to go via agent Agni Travel, who referred to their refund policy saying I'm not eligible.

Just to be clear, the Agni terms refer to your contract being established with the Property Owner - when you mention "property manager", is that who you're contracted with, according to the booking data provided by Agni?  There may be other parties involved in day to day maintenance issues, etc, but it's obviously important to seek redress via the correct defined channels....

sheramber

2babyboys said:

Agni's?  I don't have anything from the Property Manager, they are just there for facililties

I have to go via agent Agni Travel, who referred to their refund policy saying I'm not eligible.

The refund policy you refer to.

Hoenir

2babyboys said:

We had no assurance to when this issue would be fixed

I expect pool engineers aren't sitting around waiting for work. They'll be booked up with schedule maintenance tasks and dealing with other "emergencies".  The property agents weren't going to provide you with a hammer to hit them with.