The booking had been cancelled but it has retained £633
We own a holiday cottage which we let through Cottages.com. A customer, due to arrive on 12 June, had to cancel 17 days beforehand following an injury. He planned to claim the cost from his insurer as it was non-refundable. However, Cottages.com has retained our £633 rental money for itself and told us we are only entitled to keep our share of the deposit, which was £20.
JB, Buckinghamshire
Cottages.com’s response is astonishing. “In line with our terms and conditions, in the event of a customer cancelling at the last minute, and not being eligible for a refund, the owner is entitled to their part of the deposit and we retain the remainder,” it says. “In these circumstances we work hard to rebook the property for our owners.”
