Family Receives Refund After Troubling Holiday Rental Experience

A family’s holiday in northern Spain turned into a distressing ordeal after they encountered a faulty front door lock at their rental flat. The Spencer family faced not only the inconvenience of the lock but also what they describe as bullying behavior from the property owner. Ultimately, they ended their stay with significant financial losses and emotional distress.

The family booked their accommodation through Booking.com and arrived to find the lock malfunctioning. “When we arrived, the lock wouldn’t work at first and took 20 minutes before we could enter,” explained Marion Spencer, the family’s mother. “Once we managed to get inside, the door locked again, and we could not get out easily. There was clearly an issue with the bolts sticking. We were on the fourth floor with no other escape route, and we were so afraid of being stuck that we left the door ajar, which made us feel even more unsafe.”

Owner’s Threatening Behavior

After experiencing these issues, the Spencers reached out to the owner, who resides outside the area. According to Marion, the owner responded with threats, stating he would not issue a refund if they chose to leave early. “He was very threatening,” she recounted. Following this, Booking.com confirmed that a refund was warranted, prompting the family to seek emergency accommodation.

Despite the company’s assurances, the owner subsequently denied any problems with the property. Marion stated, “When I contacted Booking.com again, the offer changed to a mere 15% compensation. I have tried many times to reach the company with no success. The offer has now been reduced to just £21 (approximately €24). The owner even messaged us saying, ‘You have caused enough trouble, stop causing more.’ We felt really intimidated.”

Marion emphasized that the Spencer family had consistently been loyal customers of Booking.com without prior issues. “It was only the lock that was the problem, but we could have done without this experience,” she lamented.

Resolution and Compensation

In response to the Spencer family’s plight, Crusader took up the issue with Booking.com, which has a reputation for addressing customer concerns fairly. Although the company does not hold direct liability for issues with property owners, the Spencers were eventually granted a full refund of £750 for their stay.

Booking.com stated: “The safety of our customers is our highest priority. We apologise for the delay in processing the refund.” Marion expressed relief at the resolution, saying, “It is a credit to our account, which we are happy with as we trust Booking.com and will be a customer again.”

This incident highlights the challenges that can arise with holiday rentals, particularly regarding safety and customer service. As the demand for vacation rentals continues to grow, it remains vital for platforms like Booking.com to ensure that both customers and property owners are held accountable for their responsibilities.

In a separate note, Currys has recently partnered with charity-backed, non-profit shopping card loan provider Fair for You to assist financially excluded customers in purchasing essential technology. This initiative aims to provide support for those facing unexpected expenses without access to credit. Currys joins other major retailers like Argos and Iceland Foods in this endeavor.