There were no smoke alarms fitted at property booked through Holidaylettings. Photograph: PA
Ten of us rented a property through Holidaylettings for three nights in August. The showers leaked through the ceilings onto the electric lights, there were no smoke alarms, the bedding was unwashed and the kitchen was filthy. Because there was nowhere else for 10 people to transfer at late notice we made the best of it. Since then the owner has refused to return our £100 deposit. Holidaylettings has been no help. I think people feel this is a safer way to rent a holiday cottage because of the well known name but it appears it makes no difference. FA, London
Holidaylettings, part of TripAdvisor, allows owners to advertise through its site. It points out that your contract was with the owner, but insists it mediates between both parties in the event of a dispute. It has now removed this owner from its listings until he raises his game and has “worked with him” to ensure your deposit is returned.
This you have now finally received, minus a £5 fee levied by PayPal. If you had paid the owner directly via credit card you could lodge a claim against your card issuer under Section 75 of the Consumer Credit Act as the property was misdescribed.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number. Please note that Anna cannot respond to letters individually.
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