We had booked a few nights away at this flat to celebrate our one year anniversary. Nearly 10 days before we were due to commence our stay my Grandmother died. We were due to stay at Flat3 Tues, Wed and Thurs and the funeral was on the Wed in North Birmingham. We called the owner of the property to explain that it would be very difficult to take up the flat and could they try to re-let the property with 10 days notice.
The owner showed little sympathy and told us to check the terms and conditions but we had not recieved any. Although she did say that she would be able to re-let the property and not to worry. We had heard nothing for 5 days and so the Friday before we were due to stay we called. The owner said that she has left it with her daughter and didn't know if it had been re-let and she would call us back.
We had no phonecall so we called again on the Monday to be told 'I told you that I would call you, don't worry!' We had no futher communication from them and with everything else going on assumed we had nothing to worry about.
Two weeks later after several calls and e-mails to ask for our money back we had a letter with the terms and conditions we had not previously recieved to say that the full cost of the flat was non-refundable (£120 - a lot of money for us). For most properties, bookings you would lose the deposit but for this one it was the full amount despite giving over a weeks notice.
If we had been told that the flat had not been rent out and that we would lose the whole amount we would have travelled down after the funeral, and got at least 2/3 of our nights stay. I have no idea why they were so ambiguousand uncommunicative, I am just so shocked at the way these people conduct their business.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC