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    • Hello,

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    • We have finally managed to obtain the transcript of this case.

      The judge's reasoning is very useful and will certainly be helpful in any other cases relating to third-party rights where the customer has contracted with the courier company by using a broker.
      This is generally speaking the problem with using PackLink who are domiciled in Spain and very conveniently out of reach of the British justice system.

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      OT APPROVED, 365MC637, FAROOQ, EVRi, 12.07.23 (BRENT) - J v4.pdf
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Two day break at Widbrook Grange "luxury" hotel fell far from standards it was sold by.


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Booked a two day break through an online "luxury" break website at a hotel in the west country.

On arrival it was not what I would describe as luxury - chalet bedroom right next to kitchens (over powering smell of cooking fat),

stagnant looking pond close to our door.  Dirty carpets in bedroom and no locks on window so would not be able to have them open at night.

Left hotel and booked elsewhere.  My question is,  am I in my rights to ask for a refund for the cost of the two day stay as it was not anywhere close to the ad description? Also, who would I go after

for the refund, the hotel or the online booking company who I paid?

Any advice would be appreciated.

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Frankly the easiest thing to do is to go after the hotel. If they try to say that you don't have a direct contract with them then rely on the Contracts (Rights of Third Parties) Act 1999.

However, have you got photos of everything? You need lots of evidence and of course it will be difficult to produce evidence of smells unless you can call upon other people who can testify to the odours.

Where did you travel from to get to the holiday? It might be worth putting in the cost of travel as well.

What does it all come to?

List it out for us.

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Thank you Bankfodder.

I only took a few photos unfortunately. One shows a dog poo bin on the outside wall of the catering kitchen approx fifteen feet from our door, while another shows

the pond with detritus round it (plastic chairs and an oil drum that was probably once a bbq).

We paid £350 for a two night stay that included breakfast and dinner.

Travel probably is not a factor as we found somewhere else to stay thirty minutes away.

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A real shame that you didn't take lots of photographs. This will cause you big problem trying to get your money back.

Did you have any conversations with any of the staff there?

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What's the name of the hotel? Please can you post up the pictures that you took in PDF format

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Only had a conversation with the duty manager when I complained.  They were fully booked the night we arrived but offered the room next door for the following night!

The hotel is called Widbrook Grange, Bradstock on Avon.

 

WWW.WIDBROOKGRANGE.CO.UK

Discover Widbrook Grange, a Georgian country hotel in scenic Bradford on Avon, Wiltshire. Enjoy 19 cosy bedrooms. Book directly for exclusive rates

 

 

I will upload the photos shortly.

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Thanks for letting us know that you had a conversation with someone – I sort of imagined that you might tell us what the conversation was – who said what to whom…

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  • BankFodder changed the title to Two day break at Widbrook Grange "luxury" hotel fell far from standards it was sold by.

I told the DM that the room was not acceptable because of the reasons already mentioned. He informed me that they were full that night

and that they could move me to the room next door (would not solve my problem with the rooms location).

Told the DM that I could not stay in the room provided for the night so left no option but to leave. DM did not reply and I walked out.

 

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The last photo shows the overflow carpark looking at the block which our room was located. When we got out of the car

my partner thought that the building was for staff accommodation.  The unsecured bedroom window opened onto this car park.

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Thank you. Please will you repost your images in one single multipage PDF file – the right way round et cetera.

 

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Thank you.

I'm going to say that the photographs really don't say very much and once again it's a real shame that you didn't take lots of photographs of all the issues including the Windows and the state of the inside of the room.

You can certainly bring a claim here if you want and we will help you but I'm really not sure of your chances of success.

It sounds to me as if the manager you spoke to was dismissive and nothing was particularly agreed or admitted.
If you want to bring a claim then I would start off by establishing a paper trail where you point out the things that were wrong and the fact that you discuss this with the duty manager who appeared to be dismissive.
You could ask them then in general terms if they have any proposals to make.

I think you're in weak position. I don't think you should start threatening them with legal action or anything at the moment and even if you did bring a legal action for the full amount I would probably advise you to negotiate a settlement of maybe 50% – if you're lucky – at mediation.

Have you tried putting up Google reviews and reviews on trust pilot? This could also be a good way to start.

I'm very sorry but when you deal with these kinds of issues then you need to collect evidence as quickly as possible. It is the first thing you always do when there is a poor hotel, a stone in your cornflakes or a motor accident.

I'm afraid that you have to think this way and maybe it doesn't come naturally – but having run the consumer action group for 18 years, this is rather second nature.

If you have any phone calls with them then you should read our customer services guide first and then confirm any admissions they might make in writing.

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You could write to them politely to explain that you left because the atmosphere did not meet your expectations and ask if they would perhaps refund the 2nd night in the minimum. (After all they would have had time to put it back on the market, esp. if they are already fully booked.)

Then if they dismiss you, you can unleash the bad review!

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