Dear Shane,
Thank you for your email regarding Holiday Villa London. James Berresford, CEO of VisitEngland has forwarded your complaint to me to respond to. I am sorry to learn of your disappointing experience.
VisitEngland operates a quality assessment scheme for properties that award ratings based on the quality and range of facilities, service and guest care provided. Participation in the quality assessment scheme is voluntary and unfortunately Holiday Villa London is not a participant and for that reason we cannot take any direct action.
Best practice would be if the problem concerns something that the proprietor might be able to put right, you should always give them the chance to do so. If you cannot sort things out amicably, you could continue with the booking and then claim damages for the disappointment suffered by you and the other members of your party. When you initially made the booking with Holiday Villa London, you may have been provided with the cancellation terms and conditions. If you are able to refer back to these you will be able to find out what happens if either party cancels the booking.
You may also wish to forward your complaint to Trading Standards who may be able to provide you with more advice about your consumer rights in a miscommunication (cot and crib misunderstanding) complaint. They may also choose to support you in your claim. The London Trading Standards office email address is tradingstandards@cityoflondon.
Thank you for taking both the time and the trouble to bring this matter to our attention and I am sorry that we cannot be of direct assistance.
Many thanks
**** ******
Business Development Executive
VisitEngland
1 Palace Street, London SW1E 5HX
1 Palace Street, London SW1E 5HX
T: +44 (0)207 578 ***
E: ******@visitengland.org
E: ******@visitengland.org
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