Linda Walsh and husband Robin own useful bikes and keeping them secure during their £585 week’s stay in north Yorkshire, was – understandably – a priority.
“Bike storage was highlighted within the cottage’s description, but there was nothing we could actually see,” they told Crusader.
++ In case you’ve been affected by this issue or feel you have been a victim of injustice, please contact consumer champion Maisha Frost on email@example.com ++;
“We contacted the owner and she or he offered no explanation, then asked a neighbour to supply us space for one bike in a shed, but that relied on him being there so it wasn’t suitable.
“The opposite garden shed alternatives she got here up with were also far too small. The subsequent suggestion was a locked garden accessed via one other neighbour. We were also offered a small tarpaulin cover that was pretty dirty.”
The pair ended up having to store one bike outside and the opposite within the cottage’s narrow hallway. “It was a good squeeze getting by,” they add.
After they complained on the grounds the cottage description didn’t match what they were led to expect and paid for, their request for a component refund, made through the letting agent Sykes Holiday Cottages, was refused.
In her rejection message the owner then mentioned there was a porch available for the bikes and in slightly tortuous reasoning argued: “There was no explanation provided regarding ‘no bike storage’ because there may be bike storage available.”
“But that entrance lobby was tiny, unimaginable to suit two bikes in, you would need to remove them to get in or out,” responded Linda.
While Sykes is the one the couple paid, it’s the agent in the center with the owner the one responsible. Nevertheless descriptions, one among the basics visitors comply with in a rental contract, should be accurate.
Crusader supported the couple’s view that they deserved some recognition for the lesser value and hassle they experienced – nobody wants that after they go on holiday and it’s no option to treat customers who paid in good faith.
We asked for Sykes’ help and for the choice to be reviewed. Within the meantime, the reference to bike storage disappeared from the cottage’s advert.
Fairness has now triumphed with Linda and Robin accepting the offer of a 30 per cent (around £175) refund.
A Sykes Holiday Cottages spokesperson said: “We’re sorry that there wasn’t the bike storage [they] were expecting. We now have since arranged a partial refund as a gesture of goodwill and have been in touch with the property owner to update the outline on the web site.”
Double check before booking about arrangements on your sports equipment
In case you mix a vacation let with a sporty pastime, resembling cycling or canoeing and have an enormous, expensive kit, double check the cupboard space and security offered ahead of booking.
Hiring a property mustn’t be a lottery, so pin down owners on space sizes and locations. Honourable, caring ones will provide them.