A mum was frustrated after arriving at the ‘holiday accommodation from hell’, which is covered in dust and ‘toilet stains’.
Looking for a mini break with their partner and their toddler, the family booked a stay at a £400 lodge. Upon arrival they found it was “not as advertised” and was “dirty” with a series of broken fixtures and fittings.
Speaking to Mumsnet’s popular Am I Unreasonable thread, the mum asked for advice on how to handle the situation. She also asked if it was unreasonable to leave and asked for a full refund.
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In a post titled “Hell Vacation Accommodation! AIBU [am I being unreasonable]?”, the mum wrote, “My partner, myself and our toddler went away for the weekend at five o’clock from home. We chose a lovely lodge with a hot tub. Well, we’ve arrived and it’s awful.
“It’s not a lodge, it’s a cottage which is also nice but not as advertised. But that’s not the issue – the hot tub is on the side of the building with the jets not working, the bed they put in the room is broken, there is dust absolutely everywhere and the bathroom is dirty (the last person’s toilet stains are still there), no plug for the bathtub, it there’s a piece upstairs with a flimsy railing so I don’t want my toddler going upstairs, the oven is broken, there’s a random freezer in the living room and the Wifi doesn’t work.
“I may seem to be overreacting here (and please tell me if I am) but £400 for this, and that’s a lot of money for us. We wanted a relaxing weekend with local things to do for our toddler – who luckily there is – but just want to get home.
“I contacted the owner who rejects my calls and ignored my message, I contacted the third party we booked through who tells me to contact the owner, and it’s too late to go home now. AIBU [am I being unreasonable] check out tomorrow and ask for a full refund, or do I just swallow it all and get on with the weekend?”
The mum’s post was met with a flurry of replies from other Mumsnet users, eager to share their thoughts.
One Mumsnet user suggested: “Take lots of pictures and write down any issues so you can send them to the site you booked through. Were there pictures when you booked? Is it the same place? »
The mother replied that there were photos “but definitely in her ‘best days’ and lots of model photos.” She added: “And from the way the photos were tilted it looked like a lodge with a terrace and a hot tub. It’s a trusted third party and we’ve booked through them before and had a lovely stay. , but I feel like it takes the mick.”
Another Mumsnet user commented: “It’s pretty cheap but still doesn’t justify the things you listed. Take lots of photos and scale them up, it’s quite shameful”.
A third said: ‘It’s just awful! As above I suggested we move to a Travel Lodge.’
Another said: “YANBU [you are not being unreasonable] I agree with the advice to take pictures of everything and take notes. Then claim your money. The hot tub does not work if there are no jets. Is the oven working, etc?
A fifth added: “Don’t rely on phone calls. Email everyone multiple times, Cc everyone, to say you’re screwed, with pics and do it now so that it’s time-stamped. It doesn’t have to be fancy, just do it. You can write a proper claim for reimbursement when you get home, but make sure there’s a clear record that you complained as soon as possible and mention that your appeals are rejected.
At the time of writing, 98% of Mumsnet users voted that it was not unreasonable for the mum to leave the vacation home and seek a full refund.
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