The family paid dearly for the exclusive holiday home
The extended family of 14 went on holiday to Ebeltoft in Denmark. They had rented an exclusive holiday home for DKK 43,550 through the rental company NOVASOL.
What met them was anything but exclusive:
– There was mold in all the bathrooms and bedrooms. It was the hull on the floor by the pool. Dust and cobwebs everywhere just to name a few.
– It really didn’t look like anyone had tried to clean at all, Stein tells Erik Hatmosø Roksvåg.
– When you save money to go on holiday to a place you pay so much for, it is incredibly disappointing to be met with this, says the couple.
ADVERTISEMENT VS REALITY: The bath looked brand new and fresh in the ad, the picture on the right was what met them. Photo: NOVASOL/private
Several things were broken
The extended family is in shock at the state the house is in. Not only is it dirty, but several things are also destroyed, according to the tenants.
– One thing is that it was not actually washed, but that there are errors, deficiencies and broken things is absolutely unbelievable, Monica tells TV 2 help you.
– There was mold in all the bathrooms and bedrooms. Cobwebs in the sauna and on furniture. The outdoor area did not look as expected, the play equipment was completely rotten.
– The pool had holes in the floor, and there were coffee stains and muck everywhere. The sofa was broken and was propped up by planks. The windows also always had to be open, otherwise it smelled absolutely horrible in there, says Stein Erik.
The extended family was eight adults and seven children on the trip. The youngest just a year old.
– You don’t exactly leave you and a one-year-old in a house like this when there is mold and dirt everywhere on the floor, explains Monica despairingly.
A little help from NOVASOL
The extended family was on holiday from 30 July to 6 August. From the first moment in the house, they tried to get contact and help from NOVASOL, to no avail.
– We tried to call several times, but got no answer. We were either kicked out of the call or stood in line for a long time, she says.
The family had made many plans during the stay, and it was therefore out of the question to go home.
– We have tried everything. Called, sent an email, and sent a message on Facebook. Sent pictures of what the house looked like in hopes it would attract attention. In the end, we went down to NOVASOL’s premises in Denmark and demanded to explain our case. We showed the pictures and they said that this had to be taken up with the Norwegian customer centre, they say.
– We understand that there is not much they could have done then and there. They can’t exactly book us in another place when there are so many of us, but getting some kind of help would have been nice, says Monica sadly.
Reach the family for a refund:
– The hope is to get everything back. The holiday was ruined for us when all the days were mostly spent calling for help, they say.
After they returned home, the family has continued to try to reach NOVASOL, by emailing and calling, without success.
– May require price reduction
Director of Consumer Europe, Linn Hogne Jahr, explains what consumers are entitled to in such situations:
– If the complaint is sent immediately after the defect was discovered, and the complaint has not resolved the problem, the regulations allow for a price reduction to be demanded.
– The assessment of how big a price reduction you can demand depends on how serious the defects were, how long it took before the defects were rectified, how much time has been agreed to correct the defects, etc. A rule of thumb is that the more looting and have been involved, the bigger the price cut, explains Jahr.
OUTDOOR DELICATE: There were blood stains on all the duvets, as well as dust and cobwebs on the furniture. Note the clementine. Photo: Private
– Deeply regrettable
Communications manager at NOVASOL, Per Brogaard, apologizes on behalf of the rental company:
– We are sorry that the family did not have a good experience with us, which is deeply regrettable. We are very concerned about our guests’ satisfaction, and our goal is that everyone has a good holiday, writes Per Brogaard to TV 2 help you.
He will not comment on this case specifically, but writes instead:
– If a house does not meet our standards and quality requirements, the house will be closed for letting, and we will remove it from our marketing materials and website.
Brogaard emphasizes that the holiday home is not suitable for NOVAOL, but for private holiday home owners.
Furthermore, he writes that NOVASOL has good routines and is very meticulous about cleaning:
– All our cleaning staff receive thorough training, and we make sure that everyone in our house appears clean and tidy when they arrive. We continuously monitor both our internal cleaning staff and the external partners we work with, he explains.
– If booking cannot use the house to its full satisfaction, we will do everything for an improved house, find another house, or agree appropriate compensation.
TV 2 helps you ask why the family has not contacted the rental company:
– We work hard to answer all customer inquiries, and we answer over a million guest calls every year. In the high season, we experience peak traffic, where there can be extra waiting time, something we try to minimize, he explains.
Get money back
– We have reached a dialogue with the family to find the best possible solution to the regrettable situation, assures Brogaard.
The extended family confirms above TV 2 helps you that NOVASOL has now made contact and made the following offer:
– We got a phone call from them, where they lied down and offered 50 percent compensation, says Stein Erik.
The couple is now waiting for written confirmation.
Is Europe consuming its advice:
- Complain to the landlord as soon as possible. Advertise in writing to the landlord, preferably by e-mail, so that it is proof that you have complained and when you complained. If the defect is not rectified, you can also complain in writing to the landlord when you get home.
- Take pictures and document many things at the holiday home. This is important if a case should arise afterwards.
- Contact the bank. If you don’t accept a price cut, a way to get through a price cut will depend on how you get paid. If the rent is paid with a credit card (typically Mastercard), the credit card transaction gives the opportunity to address the repayment claim you have against the landlord directly to the bank. When you demand money from the bank because the landlord does not make up for it, this is called a card complaint.
- If the matter is not resolved with the trader, the consumer can lodge a complaint with Consumer Europe. Consumer Europe will then make use of the network of consumer offices in the EU and contact the trader to try to find a solution to the matter.