I stayed a villa Toulla Coral bay Cyprus for two weeks 17th September 2008
when we arrive we found that in the main kitchen the ceramic hob had been disconected, when we contacted the local rep
he said that this had been disconnected due to health and safetey ishues
we then contacted Villa Plus Uk office and spoke to a lady called **** who said rather sarcasticley,
what do you want us to do have a new cooker fitted
so the two weeks passed and nothing was done about the hob and we where told we would have to use the gas hob in the
utility room which was aproximatley 5 ft by 10 ft, bear in mind this villa is a 5 bedroom villa
when we returned to UK i wrote a letter to Villa plus who replied to say we are very sorry if this caused any dissapointment
your sincerely villa plus
i then sent an e-mail back to say that i was not happy with thier reply and thought they sould give some type of compensation
Villa plus replied to say that they would only compensate for problems that where long term and no compensation would be due
and hoped that it would not prevent us from booking further villas with them
i think if the problem lasts the whole of the holliday that should be deemed as long term wouldnt you
i e-mailed back to Villa Plus to say that if they could not even contact me to say that the Ceramic hab would be out of use
and had been for some time,
this hardly fills us with confidence to book a further holiday villa with villa plus
to this we recieved no reply
If any one has stayed at Villa Toulla and found the same problem please reply
Regards
Steve
Having read their T&Cs and your post it would appear you do have a genuine reason for some recompense.
The T&Cs require you contact your local rep - you did - you then contacted the UK office and apart from the sarcastic remark I would have expected some attempt to resolve the problem.
I would suggest you put your complaint in writing - send by signed for/recorded delivery. I do suspect they may try to get around the problem by telling you (a) They do not actually own the villa but simply act as agents. Under UK law they entered into a contract and in effect sub contracted with the villa owner to supply a service so are therefore responsible. (b) That alternate arrangements had been made for cooking.
You do not tell us how you made payment. That can have an effect on what actions you may take if you do not get a response.
When I went self catering I did not expect to take all my meals out. Everyone has a different way of taking their holidays. It cannot be assumed that you are not going to cook (many people I know do not eat out at all).
You should have been advised that there was a problem with the facilities you have booked.
Please let us know what response you get as we may be able to help further once you have a reply. Be aware that you may have to wait a few weeks for that but no more than 28 days.
fwh
The T&Cs require you contact your local rep - you did - you then contacted the UK office and apart from the sarcastic remark I would have expected some attempt to resolve the problem.
I would suggest you put your complaint in writing - send by signed for/recorded delivery. I do suspect they may try to get around the problem by telling you (a) They do not actually own the villa but simply act as agents. Under UK law they entered into a contract and in effect sub contracted with the villa owner to supply a service so are therefore responsible. (b) That alternate arrangements had been made for cooking.
You do not tell us how you made payment. That can have an effect on what actions you may take if you do not get a response.
When I went self catering I did not expect to take all my meals out. Everyone has a different way of taking their holidays. It cannot be assumed that you are not going to cook (many people I know do not eat out at all).
You should have been advised that there was a problem with the facilities you have booked.
Please let us know what response you get as we may be able to help further once you have a reply. Be aware that you may have to wait a few weeks for that but no more than 28 days.
fwh
We are always disappointed to hear from clients who have not been entirely happy with a particular villa and we have duly noted the comments made by SteveW. It was unfortunate that the electric hob in the kitchen was not in operation during our clients stay, for which we apologise. A gas alternative was available in the utility area, situated directly off the kitchen.
This particular villa was booked for 35 weeks in the 2008 season and the questionnaires received over the last 2 years give the villa a rating of 1.55. 1 is excellent, 2 very good, 3 good, 4 average and 5 poor.
We would again apologise to SteveW for any disappointment with regards to his holiday and his comments have been noted.
This particular villa was booked for 35 weeks in the 2008 season and the questionnaires received over the last 2 years give the villa a rating of 1.55. 1 is excellent, 2 very good, 3 good, 4 average and 5 poor.
We would again apologise to SteveW for any disappointment with regards to his holiday and his comments have been noted.
Isn't there something missing from that response?
A compensation package is being put on the table. We cannot discuss this on open forum.
To expect someone to cook in a utility room is just not on. If the shower in the bathroom is not working you do not expect to be told to use the pool shower outside. You expect it to get an expedient repair.
I now always go DIY with people I know and trust.
Mark
A compensation package is being put on the table. We cannot discuss this on open forum.
just ain't enough!...his comments have been noted
To expect someone to cook in a utility room is just not on. If the shower in the bathroom is not working you do not expect to be told to use the pool shower outside. You expect it to get an expedient repair.
I now always go DIY with people I know and trust.
Mark
The original poster has not replied so we have no idea what their response is. I do have a concern when told this was a Health & Safety matter. Did the accommodation comply with any relevant rules? Were there other things that the OP was not told? Failure to get a satisfactory reply would incline myself to contact the local office of CTO and inform them.
fwh
**Edit to remove unnecessary comments - Admin **
fwh
**Edit to remove unnecessary comments - Admin **
To fwh
i have not had time to write back to villa plus yet, but will do as soon as possible
Stevew
i have not had time to write back to villa plus yet, but will do as soon as possible
Stevew
I yet again sent another e-mail to Villa plus on the 8th December 2008
Received a reply by letter fro customer services 10th December 2008 contents to follow
Thank you for your correspondence received recently. we are very sorry you were unhappy
with our replies. We naturally appreciate you further points but unfortunately we cannot add any more,
as our position is quite clearly.
We can only, therefore, apologise again for any disappointment that may have been encountered
during your holiday
Yours sincerely
I don't think that Villa Plus seem to realise that having paid £3,500 for the total holiday,
and to have the whole holiday ruined not by not having the Electric hob in the main kitchen disconnected, but really bad smells for the on suit bathroom very dangerous
Condition of concrete around the pool if we had children with us they could of easily
of cut their feet or worse.
But Villa plus don't seem to think this would cause any disappointment
Yours truly,
SteveW
Received a reply by letter fro customer services 10th December 2008 contents to follow
Thank you for your correspondence received recently. we are very sorry you were unhappy
with our replies. We naturally appreciate you further points but unfortunately we cannot add any more,
as our position is quite clearly.
We can only, therefore, apologise again for any disappointment that may have been encountered
during your holiday
Yours sincerely
I don't think that Villa Plus seem to realise that having paid £3,500 for the total holiday,
and to have the whole holiday ruined not by not having the Electric hob in the main kitchen disconnected, but really bad smells for the on suit bathroom very dangerous
Condition of concrete around the pool if we had children with us they could of easily
of cut their feet or worse.
But Villa plus don't seem to think this would cause any disappointment
Yours truly,
SteveW
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