Poopsy asked:
We rented and stayed in a caravan in a 5 star caravan holiday park recently (for a few days). The caravan was filthy and had no central heating (even though we were assured we would have this verbally by phone). After our few days were up (we were freezing), we went and asked for a refund. They told us to ask for this in writing. I have sent the letter off. Do you think I’ll get my money back? I did complain at the time about the lack of central heating and we were told, Well, at least it’s not too cold at the moment.
We rented and stayed in a caravan in a 5 star caravan holiday park recently (for a few days). The caravan was filthy and had no central heating (even though we were assured we would have this verbally by phone). After our few days were up (we were freezing), we went and asked for a refund. They told us to ask for this in writing. I have sent the letter off. Do you think I’ll get my money back? I did complain at the time about the lack of central heating and we were told, Well, at least it’s not too cold at the moment.
We took our kids off for a long weekend (Friday to Monday) for my youngest son’s 11th birthday at a popular holiday park in Fishguard.We asked to be away from the clubhouse.Our caravan stank of BO, the skylight in the kitchen leaked in heavy rainfall, we could hear people coming out from the clubhouse and the boom of the music coming from there, the seal around our window was missing so the rain and noise got in.The bin was at the back of our caravan, so bottles being dropped in late at night disturbed us.We upped sticks at 11.30pm on our first night as the kids couldn’t settle (the sound of dripping water kept the youngest awake) I too asked for a refund but never even had a reply from them.We had stayed there about 6 times in the past, no problem.But I tell whoever I can about it when caravan holidays are mentioned and I know fora fact they have lost a lot of custom as a result.In some ways that was more satisfactory for me than a refund.
Zero – A caravan is not the lap of luxury and thus they will take the attitude that you put up with it being crap because its cheap. They wont refund you as that’s not going to persuade you to book next year, so why bother.
Also caravans on some parks are individually owned and just rented through the company. The owners may be responsible for maintenance not the company, so all they will do it put that caravan lower on the list next year.
very slim some how they will blame it on you!
I don’t know if this will help you, but I work at a hotel in the US, the usual policy here is that if the accomodations were acceptable enough for you to stay in the room overnight, then we can not give you a full refund. You did, in fact, use the room. We will give discounts for any issues you might have had, but if you use it, then you have to pay something. You might get further if you just ask for a partial refund.
I’m shocked that they didn’t offer to move you to another unit or at the very least, discount your stay on the spot. That is what we would do where I work. (We would offer you the choice).
You will get an offer of compensation.
Expect it to be pretty low, this is because most customers will except this first offer and so they get away with paying the minimum.
In your reply, (rejecting the offer) list everything by bullet point that was wrong and i mean EVERTHING so it looks considerable but don’t get petty.
The reason for this is your letter will be passed to someone of higher authority to approve an amount and they wont want to wade through a full story of what was wrong, higher management are short of time so keep it to the point but word it strongly.
Tell them you await their reply and will be contacting your solicitor if this is not resolved immediately.
You will get a second offer and then you have only 2 options, take the money OR go to court because a third letter will say to them your trying to pull a fast one so they’ll probably call your bluff.