Downgrade, should I ask for compensation?

Sideways

Morning all,

At the start of the year I booked and paid for a week's cottage rental in Wales, it was through an agency I have used before and previously had no problems.

The cottage was listed in their brochure as a 5-star property. We are due to go there in July.

I received a letter from them on Friday informing me that the property has recently been inspected and downgraded to a 4-star, quoting 'elements of the cottage have experienced a degree of ware and tear'.

They have advised me that they will not be offering me a refund or any amount in compensation, the cost remains the same.

This irritates me a little, I'm not too fussed about the grading (we go camping several times of year, when you have spent a weekend in a muddy field even a 1-star cottage can be viewed as a luxury!) but I felt their letter was quite defensive with a 'like it or lump it' attitude. Even if they had simply sent us a money-off voucher for our next booking I would have been happy-ish. As it stands, they offered me a 5-star experience, I paid for a 5-star experience but we will receive a 4-star.

Anyway, I intend to write back expressing my dissatisfaction, before I do, I was wondering if there was anyone who could offer me some advice on how we stand legally, perhaps there is a consumer body I could quote.

Then again, maybe I should just forget about it, it is Monday morning :rolleyes:

Thanks.

mymatebob

Not the best wording I would have to agree, but I bet there is something somewhere in the T & Cs that says "we can change things if we want/need to"

I wonder if they had upgraded a place would they be asking for more money?

debs66_2

hmm, now i do get where you are coming from. it isn't the lack of 1-star, it's the attitude of the agency. given that you will still go and enjoy your holiday, i think i would do something, but with a 'sugar is sweeter than vinegar' approach.

How about a polite letter of response...? Something along the lines of:

Thank you for your letter informing us of the downgrade in quality of the accommodation we are renting from you. While this should not affect our holiday (we of course have yet to witness the wear and tear), we are surprised by your initial tone regarding the possibility of a downgraded price or compensation, particularly since we are previous customers of your agency, and given that the property is no longer accurately described. Such an attitude, without even being asked for a reduction by the renter, does make us question whether you are an agency we would choose to use in the future. A goodwill gesture, even for a future booking, would have shown a better standard of customer service.


i would not accept in writing that you are happy to just proceed with a 4-star. you might get there and it be in not as good a state as they are painting, and then you have no where to complain as you already agreed to it.


oh i don't know, perhaps it is monday morning!

good luck with it.

Sideways

debs66 wrote: »

How about a polite letter of response...? Something along the lines of:

Thank you for your letter informing us of the downgrade in quality of the accommodation we are renting from you. While this should not affect our holiday (we of course have yet to witness the wear and tear), we are surprised by your initial tone regarding the possibility of a downgraded price or compensation, particularly since we are previous customers of your agency, and given that the property is no longer accurately described. Such an attitude, without even being asked for a reduction by the renter, does make us question whether you are an agency we would choose to use in the future. A goodwill gesture, even for a future booking, would have shown a better standard of customer service.

Thanks guys.

Debs66, I shall borrow that if ya dunna mind :T

debs66_2

no problem. my mates say i 'give good letter' lol