Holiday Cottages is playing cat and mouse with our refund

When we arrived at the booked property there were mouse droppings everywhere

In January three friends and I booked a holiday cottage for a week's break. We arrived to find mouse droppings all over the house, including in the kitchen cupboards and in the beds.

The owner and Holiday Cottages, the Devon agency we'd booked through, said a cleaner would be sent the next day and offered us accommodation for the first night in a B&B up the road. But it was clear that the place wouldn't be habitable for a while and when we spoke to the cleaners they agreed so we had to abandon the holiday.

We've been trying in vain since we got back to have our money refunded. Holiday Cottages has been slow in responding and told us the owner would be in touch, which has never happened. KG, Egham, Surrey

Holiday Cottages tells me it didn't realise the owner had not called and says it offered you a £200 refund after your original complaint. Naturally, you want the full £600 back. Initially, the company seemed to think infestations can be cured overnight with Jeyes Fluid and a sonic mouse deterrent and it reckons you could have stayed the course, but it's now acknowledged that rodents make for disagreeable bedfellows and finally sent you a full refund.

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.

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Publication Date: Sun, 11 Aug 2013 06:01:04 GMT
Source: The Guardian

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