28th Feb 2025 (18 days ago)
Do not use John Bray/Sykes Holidays and do not stay at Lowenna Manor 3 (Rock).
I arrived at Lowenna Manor 3 for a one week stay. Upon arriving I expect to find the property clean and tidy. However, this was not the case and the I found the following in the property:
- Spiders nest, cobwebs and dust throughout the property
- Unclean and unhygienic cupboards (crumbs left and an unpleasant smell) with an unclean hob
- Fridge smelt like bleach unsuitable for fresh food
- Hair and grime in the bathroom
- Dirt stains, bloodstains and hairs on the bedsheets
- Dirt/dead insects behind the bed and sofa
I immediately contacted John Bray/Sykes Holiday Cottages who refused to help me that evening so I had to book a hotel for the night. John Bray called me the following morning and insisted the property had been cleaned (despite sending them photos) and offered for the property to be cleaned again. Due to the state of the property when I arrived I informed them that we have cancelled the let, will not be returning to the property and will seek our own alternative accommodation. I explained that as a minimum I expect a full refund of the holiday let along with compensation for the inconvenience of the extra costs incurred due to no alternative suitable accommodation being provided for that night.
After a number of phone calls with Chrstian and his very bad attitude, I was offered £110 compensation and no further assistance. Christan threatened to withdraw the compensation if I wanted to seek a full refund. I was more than happy to refuse his ‘generous compensation offer’ because I understood the terms of the contract I had booked under and the Consumer Rights Act. I suggest that Christian familiarises himself with his own terms and conditions as he did not know the following clause existed until I read this out to him:
In accordance with Paragraph 8.1.4 of the T&Cs, ‘it is the owner’s responsibility to ensure that the Property is properly maintained, clean, tidy and in good repair at the start of the holiday.’ This clause of the contract was not met. In accordance with Paragraph 11.1, I have ‘the right to immediately end a Rental Contract if the owner breaches its obligations within the T&Cs’.
As the owner breached its obligations within this Paragraph 8.1 and in accordance with Paragraph 11.2 of the T&Cs I will receive the refund no later than 14 days of notification of the end of the rental contract.
After educating Christian about these terms and conditions he then escalated this to Sykes Holidays. Sykes continued to refuse any refund for the holiday and refused to confirm if they had taken this matter up with the owner. I raised this case with the lawyers and my bank who ruled in my favour and I was refunded the total amount for the property which I was unable to stay in.
If you are looking for a stay in Rock or the surrounding areas I suggest you use an alternative local letting agency who manage all properties locally. We ended up staying at the St Mortiz who were more than happy to help and could not believe the service (or lack of!) we had received from John Bray.
I am thankful that the case was ruled in my favor and I received all of my money back. But a note to all - just don't book with John Bray or Sykes Holidays!... Read more