complaint

[sue telfer]

Hi
PLEASE could someone help us.we have just returned from a disastrous Florida vacation.the villa we chose on Emerald Island....NOT a cheap resort !!...was MOST disgusting and FILTHY. at this stage I shall not name and shame but on first contact with the owner was told it was " tuff luck "...we had to move to another villa .....as it was uninhabitable ....at an extra cost of £ 1100.What can we do to recover at least SOME of our costs and we also paid him a security bond.Is he going to compensate....PS....YES it was advertised on your site

[blott]

So sorry to hear you had a bad experience. It's very unusual for such a complaint to arise from the homes on the OV sites.

I think the first thing that you need to do is write to the owner setting out the details of your complaint calmly and reasonably, giving full details of what occurred and when. If you've spent out any additional money then I assume that you'll have kept receipts and you could enclose copies of these too as the owner is likely to ask for them. Send the letter recorded delivery so that you know that it's been received.

Once the owner has all the details, they can then take up the issue with their local management company and ascertain the 'other side' of the story. They should then report back to you with their findings and you can go from there.

[roger]

If you want to email us (info@orlandovillas.com) with the villa ref number of the villa in question, we can check to see if we have had any other complaints, or comments about this villa, and make the owner aware of your feelings (if they don't already know!).

<blockquote id="quote" class="ffs">quote:Originally posted by sue telfer
Hi
PLEASE could someone help us.we have just returned from a disastrous Florida vacation.the villa we chose on Emerald Island....NOT a cheap resort !!...was MOST disgusting and FILTHY. at this stage I shall not name and shame but on first contact with the owner was told it was " tuff luck "...we had to move to another villa .....as it was uninhabitable ....at an extra cost of £ 1100.What can we do to recover at least SOME of our costs and we also paid him a security bond.Is he going to compensate....PS....YES it was advertised on your site
[/quote]

<blockquote id="quote" class="ffs">quote:Originally posted by sue telfer
Hi
PLEASE could someone help us.we have just returned from a disastrous Florida vacation.the villa we chose on Emerald Island....NOT a cheap resort !!...was MOST disgusting and FILTHY. at this stage I shall not name and shame but on first contact with the owner was told it was " tuff luck "...we had to move to another villa .....as it was uninhabitable ....at an extra cost of £ 1100.What can we do to recover at least SOME of our costs and we also paid him a security bond.Is he going to compensate....PS....YES it was advertised on your site
[/quote]

So sorry to hear this and you have some good advice form Blott and Roger. Did you by any chance take lots of photos as evidence? This would really enhance you case - good luck[msnsmile]

[LiesaAnna]

thats a horrible shame, its not what anyone expects at all and very hard to hear theyre on this site!! am sure the top guys here will help you sort it, please dont be put off, so many fantastic owners here that go so far out of their way to help where possible, good luck xxx[grouphug]

[wrpac00]

Sorry to hear you had problems Sue but please do what Blott suggests, it should be the same as what is in the owners T&C's. Without following the correct procedure you may run into problems.

[BarryR]

I would have thought that most owners from this site and others would have managed a little more than "tuff luck" on hearing that the villa was in a disgusting state. If that was their only reaction perhaps they should be named and shamed and their advert removed. But there are always 2 sides to every story and perhaps they or their MC will help with some compensation and explaination. Please follow the advice that others have given above.

[sue telfer]

Thank you so much for all your replies
for some inexplicable reason I was locked out of the forum page but managed to squeeze back in !! something to do with ActiveX !
I had some great replies .....UPDATE....I emailed the owner with a catalogue of photographic evidence which was indisputable and he replied he would refund me in full !!!
As this was far from the response I received whilst in Florida I am taken aback !!
Watch this space !!
PS.......Have to agree with ALL comments about this Villa search site....it is the Best

[floridadreamvilla.co.uk]

I'm guessing someone send you a PM on the forums and you are using Internet Explorer for a browser as there is an issue where IE incorrectly identifies the new PM window as ActiveX (which it isn't).

We'd still be interested to hear by email which owner this was as we're obviously not happy hosting the advert of someone who treats guests like this. If you are happy with the outcome then we're happy to allow the advert to stay but if you are in any way unhappy then we'd like to look into it further.

<blockquote id="quote" class="ffs">quote:Originally posted by sue telfer
Thank you so much for all your replies
for some inexplicable reason I was locked out of the forum page but managed to squeeze back in !! something to do with ActiveX !
[/quote]

[sue telfer]

<blockquote id="quote" class="ffs">quote:Originally posted by floridadreamvilla.co.uk
I'm guessing someone send you a PM on the forums and you are using Internet Explorer for a browser as there is an issue where IE incorrectly identifies the new PM window as ActiveX (which it isn't).

We'd still be interested to hear by email which owner this was as we're obviously not happy hosting the advert of someone who treats guests like this. If you are happy with the outcome then we're happy to allow the advert to stay but if you are in any way unhappy then we'd like to look into it further.

<blockquote id="quote" class="ffs">quote:Originally posted by sue telfer
Thank you so much for all your replies
for some inexplicable reason I was locked out of the forum page but managed to squeeze back in !! something to do with ActiveX !
[/quote]
[/quote]
Hi John and Sarah
bit strange this Active X....I installed it and all seems ok.....and yes did have a PM from Jane Tilley.....stayed with them before.....first rate villa owners !! and she gave me some great advice too, suggesting yourselves and Roger should I need any further assistance. I am knocked out by all the support received on here.....keep up the great work !!!