0:00:02 > 0:00:04We asked you who has left you feeling ripped off
0:00:04 > 0:00:06when it comes to your holidays.
0:00:06 > 0:00:09The whole year of our lives, waiting for a holiday,
0:00:09 > 0:00:12planning for a holiday, that has just gone.
0:00:12 > 0:00:14It's devastating.
0:00:14 > 0:00:18They said it was over £3,000. I nearly had a heart attack.
0:00:18 > 0:00:20I went, "No, there's got to be something wrong here."
0:00:20 > 0:00:23So, whether it's a deliberate rip off, a simple mistake,
0:00:23 > 0:00:26or a catch in the small print,
0:00:26 > 0:00:30we'll find out why you're out of pocket and what you can do about it.
0:00:30 > 0:00:34Your stories, your money. This is Rip Off Britain.
0:00:38 > 0:00:41Hello, and welcome to Tenerife for a special week of Rip Off Britain
0:00:41 > 0:00:44investigating more of the problems that you've experienced
0:00:44 > 0:00:45whilst you're on holiday,
0:00:45 > 0:00:49whether that's abroad, as we are, here in the Canaries,
0:00:49 > 0:00:52or if you're at home in the UK. But whatever you're doing,
0:00:52 > 0:00:55that well-earned break is a real highlight of the year
0:00:55 > 0:00:58so you're not going to want things to go badly, are you?
0:00:58 > 0:01:00Now, of course, only the fussiest amongst us
0:01:00 > 0:01:03expect absolutely everything to be perfect.
0:01:03 > 0:01:06And it's inevitable that occasionally things will go wrong.
0:01:06 > 0:01:09But when they do, whether it's major or minor,
0:01:09 > 0:01:13all any of us wants is for the situation to be put right, and fast.
0:01:13 > 0:01:16And the first part of that is for someone to actually
0:01:16 > 0:01:18put their hand up and take responsibility.
0:01:18 > 0:01:21And therein lies in the problem because, as is very much the case
0:01:21 > 0:01:24in some of the stories that we're going to be hearing about today,
0:01:24 > 0:01:27quite often it seems that absolutely nobody wants to stand up
0:01:27 > 0:01:30and say the buck stops with them.
0:01:30 > 0:01:34And you can be left in limbo just at the very moment
0:01:34 > 0:01:35when you need support most.
0:01:35 > 0:01:38So, what we're going to be doing is finding out just who is responsible
0:01:38 > 0:01:41for making sure that your holiday goes to plan
0:01:41 > 0:01:43and what you can do when it doesn't.
0:01:45 > 0:01:49Coming up, a hotel fire and the families who say it wasn't as easy
0:01:49 > 0:01:51as it should have been to get out.
0:01:51 > 0:01:54I was thinking, "Am I actually going to get out of here?"
0:01:54 > 0:01:58Cos it really...I can never convey how scary it was.
0:01:58 > 0:02:01And how safe is your hand baggage on a plane?
0:02:01 > 0:02:05Here's what can happen if all those overhead lockers are full.
0:02:05 > 0:02:09Those bags, unlabeled, were very obvious, they were targets.
0:02:12 > 0:02:16Whether you're booking a holiday in a travel agents or doing it online,
0:02:16 > 0:02:18there are obviously certain things that you'd like to think
0:02:18 > 0:02:22can be taken as read, and one of the most fundamental is that
0:02:22 > 0:02:24wherever you're going will be safe.
0:02:24 > 0:02:26Now, of course, things can go wrong
0:02:26 > 0:02:28even when all the right precautions are in place.
0:02:28 > 0:02:30But when disaster struck for the families
0:02:30 > 0:02:32staying at one very smart hotel,
0:02:32 > 0:02:36they're not convinced everything was working quite as it should.
0:02:36 > 0:02:39I just thought, "Right, we need to get out of here.
0:02:39 > 0:02:42"We need to be as quick as possible and get to safety."
0:02:42 > 0:02:47I thought, "This is it." There was...
0:02:47 > 0:02:51It was just the most horrific thing. It really was.
0:02:51 > 0:02:54Guys, if you'd like to come to the front of your mat.
0:02:54 > 0:02:58Yoga instructor Cathy Moors had planned a very special holiday
0:02:58 > 0:03:00in Turkey to celebrate her 60th birthday.
0:03:03 > 0:03:05And daughter Kelly was delighted to be going along.
0:03:07 > 0:03:10It was a big holiday, really. It was something that was quite special
0:03:10 > 0:03:12and that's why we booked to go to a five-star resort.
0:03:14 > 0:03:17That hotel was the lavish Baia Lara in Antalya,
0:03:17 > 0:03:20shown here in this promotional video.
0:03:20 > 0:03:22Located on its own stretch of beach,
0:03:22 > 0:03:26with two pools, a spa and breathtaking views.
0:03:26 > 0:03:29Cathy and Kelly were so impressed with what they saw
0:03:29 > 0:03:32they booked ten nights there with Thomas Cook.
0:03:32 > 0:03:35Everything about it just ticked all the boxes.
0:03:35 > 0:03:37We worked to save up and put into our little pot for it
0:03:37 > 0:03:40and we were really looking forward to it.
0:03:40 > 0:03:42And when the holiday finally came around in July,
0:03:42 > 0:03:45that excitement seemed more than justified.
0:03:45 > 0:03:48When we went into the hotel the reception was beautiful
0:03:48 > 0:03:50and the staff were so lovely.
0:03:50 > 0:03:55And it felt very modern, very clean, very new.
0:03:55 > 0:03:58It looked a little bit more luxurious than what
0:03:58 > 0:04:01we would normally expect on our holidays.
0:04:01 > 0:04:03But in the early hours of their third night,
0:04:03 > 0:04:06all that came to a sudden end.
0:04:06 > 0:04:07There was a power cut
0:04:07 > 0:04:11and it was only brief but we did have a quick look outside
0:04:11 > 0:04:15and everything seemed normal when the electricity came back on.
0:04:15 > 0:04:18Then almost immediately, the power went off again.
0:04:18 > 0:04:22We went on to the balcony at that point, thinking,
0:04:22 > 0:04:25"I wonder why there are so many breaks in the electricity?"
0:04:25 > 0:04:30But that's when we saw the people on the balconies of the hotel opposite.
0:04:30 > 0:04:32And they were shouting, "Fire! Fire!"
0:04:32 > 0:04:36And they were pointing down to the base of the hotel.
0:04:36 > 0:04:39Down in the basement, a generator had overheated
0:04:39 > 0:04:43and as the fire took hold, smoke was billowing up through the hotel.
0:04:43 > 0:04:48It was just sort of like...disbelief at first. And we went inside.
0:04:48 > 0:04:53You said to me, "I think we ought to get out of here now, Mum."
0:04:53 > 0:04:56Cathy and Kelly are adamant it was the shouts from the hotel opposite
0:04:56 > 0:04:59that made them aware that a fire was raging below.
0:04:59 > 0:05:03They insist they heard no fire alarms go off at the Baia Lara,
0:05:03 > 0:05:06something that the hotel emphatically rejects.
0:05:06 > 0:05:09As we started going down, I remember us then commenting that,
0:05:09 > 0:05:12- "Where's the lights?"- Yeah.
0:05:12 > 0:05:13And "Where's the alarms?"
0:05:13 > 0:05:15And I said to you as we got down,
0:05:15 > 0:05:17cos I remember looking down the stairwell
0:05:17 > 0:05:21and seeing it curling round and round and round and thinking,
0:05:21 > 0:05:24"I'm really worried about us getting out now."
0:05:24 > 0:05:26Meanwhile, on the floor above,
0:05:26 > 0:05:28Ian and his wife Lynne from South London,
0:05:28 > 0:05:31were staying at the Baia Lara with Lynne's three siblings
0:05:31 > 0:05:33and their other halves.
0:05:33 > 0:05:36Now, when Ian realised the power was off, he decided to investigate.
0:05:36 > 0:05:40Went out onto the balcony and all I could see was people hollering
0:05:40 > 0:05:42and screaming up, "Fire! Fire! Get out!"
0:05:44 > 0:05:47I see the fire engines coming down the road.
0:05:47 > 0:05:50Went back into the room. I had to wake Lynne up
0:05:50 > 0:05:54so just grabbed hold of a couple of bathrobes.
0:05:54 > 0:05:58As we walked out to the door, like, there was just, like,
0:05:58 > 0:06:00thick smoke straight in your face
0:06:00 > 0:06:04and your lungs started filling up as soon as you walked out into it.
0:06:04 > 0:06:07As we were going down, we couldn't see nothing.
0:06:07 > 0:06:10There was no sort of back up lighting or alarms going off.
0:06:10 > 0:06:15We got halfway down and I said, "You're going to have to leave me,
0:06:15 > 0:06:20"we're going to have to die here." I said, "I can't go no further.
0:06:20 > 0:06:23"I can't see what I'm doing, I just can't..."
0:06:23 > 0:06:25And they was all shouting at me, my family was shouting at me
0:06:25 > 0:06:28and was shouting, "Come on, Lynne, we got to get down these stairs."
0:06:28 > 0:06:34And I saw and heard someone shouting and an arm come out
0:06:34 > 0:06:38and pulled us out into the fresh air.
0:06:38 > 0:06:42Back on the sixth floor, Cathy and Kelly were also trying to get out
0:06:42 > 0:06:43but they didn't find it easy.
0:06:43 > 0:06:46That was the point when I actually was thinking,
0:06:46 > 0:06:50"Am I actually going to get out of here?" Cos it really...
0:06:50 > 0:06:53I can never convey how scary it was.
0:06:53 > 0:06:57We were already using the iPad and the phones by that point,
0:06:57 > 0:06:58just for some light.
0:06:58 > 0:07:01Because it was so dangerous and you just couldn't see a thing.
0:07:01 > 0:07:04Now, thankfully, both families made it out safely,
0:07:04 > 0:07:05as did the rest of the guests.
0:07:07 > 0:07:09We started coughing, spluttering, cos all our lungs
0:07:09 > 0:07:11and that were full up with smoke.
0:07:11 > 0:07:14When the Thomas Cook reps arrived, they started to sort out
0:07:14 > 0:07:17temporary hotels for the seriously-shaken holidaymakers.
0:07:17 > 0:07:20But all Cathy and Kelly now wanted to do was to go home
0:07:20 > 0:07:22and as soon as possible.
0:07:22 > 0:07:25They didn't want to wait around for their original flight
0:07:25 > 0:07:26which was still days away.
0:07:26 > 0:07:30But in the morning, Cathy and Kelly claim Thomas Cook insisted
0:07:30 > 0:07:34there were no seats available on any earlier flights to the UK.
0:07:35 > 0:07:37It seemed hard to believe so we went on to the internet
0:07:37 > 0:07:40and just started looking for ourselves.
0:07:40 > 0:07:44And straight away on their own website
0:07:44 > 0:07:47we found many seats available on flights.
0:07:49 > 0:07:51Only then were they able to persuade Thomas Cook
0:07:51 > 0:07:53to let them go home early.
0:07:53 > 0:07:57After all the months of planning for the holiday, looking forward to it,
0:07:57 > 0:08:00getting there, and it being a fantastic place...
0:08:00 > 0:08:06To suddenly have everything go so badly wrong and to feel that we
0:08:06 > 0:08:11were just ignored in a time when we needed help and support.
0:08:11 > 0:08:14Normally when you come home, you're moaning about the weather
0:08:14 > 0:08:17and, you know, you want to stay on holiday.
0:08:17 > 0:08:19I've never been so glad to get back home.
0:08:19 > 0:08:23Now, according to Turkish law, hotels must have fire alarms,
0:08:23 > 0:08:26fire extinguishers, clearly marked fire exits,
0:08:26 > 0:08:29and a fire exit plan in place.
0:08:29 > 0:08:32Cathy and Kelly claim there was no evidence of any of these
0:08:32 > 0:08:35on the night of the fire - something the hotel disputes.
0:08:35 > 0:08:37But either way, how much responsibility should
0:08:37 > 0:08:40the company you book with - in this case Thomas Cook -
0:08:40 > 0:08:43take for checking safety standards are all in place?
0:08:43 > 0:08:47And what are their responsibilities if things go wrong?
0:08:47 > 0:08:49Well, according to the Package Holiday Regulations,
0:08:49 > 0:08:52under which holidays like this are covered,
0:08:52 > 0:08:54it's up to the tour operator to ensure the hotels
0:08:54 > 0:08:57they are sending customers to are safe.
0:08:57 > 0:09:00But the health and safety standards of the country the hotel is in
0:09:00 > 0:09:03may also determine what regulations they have to meet,
0:09:03 > 0:09:05and if things do go wrong,
0:09:05 > 0:09:08then contact your resort rep or your insurance company
0:09:08 > 0:09:09or the British Consul,
0:09:09 > 0:09:12all of whom should be able to get you home as soon as possible.
0:09:14 > 0:09:17Now, when we contacted Thomas Cook about this particular case,
0:09:17 > 0:09:20they told us that an inspection was carried out after the fire
0:09:20 > 0:09:24by an independent expert that showed that the Baia Lara's
0:09:24 > 0:09:25fire prevention measures are...
0:09:30 > 0:09:33They say that safety is always their ultimate priority,
0:09:33 > 0:09:35and that they'd been...
0:09:36 > 0:09:38..following their return to...
0:09:42 > 0:09:45We also spoke to the hotel, who insisted that...
0:09:46 > 0:09:48..had been taken on the night.
0:09:48 > 0:09:51And that this was proved by the subsequent inspection.
0:09:52 > 0:09:54They are adamant that...
0:09:57 > 0:09:59..saying that any difficulties guests reported
0:09:59 > 0:10:00in getting out were...
0:10:05 > 0:10:07They also stressed that after a short while,
0:10:07 > 0:10:10most guests were able to carry on with their holiday as normal.
0:10:11 > 0:10:15But that doesn't satisfy all the families caught up in the fire.
0:10:15 > 0:10:19I'm not hard of hearing and I know that no alarms were going off.
0:10:19 > 0:10:22There weren't no emergency lighting.
0:10:22 > 0:10:27You know, the memories of what had happened were awful
0:10:27 > 0:10:29and I'm sure will stay with us a long time and the sort of thing
0:10:29 > 0:10:31you expect to get home and thinking,
0:10:31 > 0:10:33"God, that was such a fantastic holiday."
0:10:33 > 0:10:35And all we have is horrible memories.
0:10:40 > 0:10:42I'm guessing that before any of us set out on a trip,
0:10:42 > 0:10:44we like to spend a certain amount of time checking that
0:10:44 > 0:10:47everything is going to be as it should.
0:10:47 > 0:10:51Going over the details for the flight, for the hotel,
0:10:51 > 0:10:54for the transfer to and from the location.
0:10:54 > 0:10:57But, of course, all of that attention to detail is even
0:10:57 > 0:11:00more important if you're disabled.
0:11:00 > 0:11:03And so we asked Nikki Fox, who uses a motorised scooter,
0:11:03 > 0:11:05to do a bit of research for us
0:11:05 > 0:11:08and see just how easy it really is to plan in advance
0:11:08 > 0:11:12and ensure that your mobility needs really have been catered for.
0:11:12 > 0:11:16We then sent her to meet a couple who really felt they had done
0:11:16 > 0:11:21everything right - only to discover that everything went wrong.
0:11:24 > 0:11:28TV presenter Nikki Fox knows only too well the problems -
0:11:28 > 0:11:29and embarrassments -
0:11:29 > 0:11:32that travellers with a disability can experience on holiday.
0:11:32 > 0:11:36I think, unfortunately, the travel industry has got a fair way
0:11:36 > 0:11:39to go when it comes to disabled holidaymakers.
0:11:39 > 0:11:40Something's going wrong
0:11:40 > 0:11:44and the system isn't working brilliantly at the moment.
0:11:44 > 0:11:47I've got there and in one particular case there were stairs,
0:11:47 > 0:11:51there were quite a few steps. And it's not ideal cos when you go away
0:11:51 > 0:11:54you kind of want to be as independent is possible.
0:11:54 > 0:11:55Nikki's come to meet Michael Cooper,
0:11:55 > 0:11:58who's also experienced problems travelling abroad.
0:11:58 > 0:12:02And after his most recent holiday disaster, he has no intention
0:12:02 > 0:12:05of putting himself through anything similar again.
0:12:05 > 0:12:08- Come on, Nikki.- I'm coming, Michael.
0:12:08 > 0:12:10Instead, for the foreseeable future,
0:12:10 > 0:12:13his holidays will only be in his caravan.
0:12:13 > 0:12:15Are you collecting the vouchers?
0:12:15 > 0:12:18Mike's been in a wheelchair since an accident at work 17 years ago
0:12:18 > 0:12:21left him paralysed from the waist down.
0:12:21 > 0:12:25Active and mobile, he now works at a local supermarket in Telford.
0:12:25 > 0:12:28But after a tough couple of years, he and wife Lynne had hoped
0:12:28 > 0:12:32that a holiday in Tenerife would lift their spirits.
0:12:32 > 0:12:33He booked with First Choice,
0:12:33 > 0:12:36though only after checking that all would be suitable.
0:12:36 > 0:12:40How much preparation did you put in before booking your holiday?
0:12:40 > 0:12:43We thought as we'd actually done...
0:12:43 > 0:12:46adequate in actually spending four hours going through everything,
0:12:46 > 0:12:51getting them to phone the hotel and measure doors
0:12:51 > 0:12:52and see everything was right.
0:12:52 > 0:12:56Booking the taxis, which we knew as we needed.
0:12:56 > 0:13:00But even before they took off, their plans began to come unstuck.
0:13:00 > 0:13:03The extra legroom seats that they'd booked at the front of the plane
0:13:03 > 0:13:05had been allocated to somebody else.
0:13:05 > 0:13:08Poor stewardess took one look at Michael in his wheelchair
0:13:08 > 0:13:10and went, "Can you stand?"
0:13:10 > 0:13:14No, he's paralysed from his waist down. He's a paraplegic.
0:13:14 > 0:13:19And they said, "Ah. OK, this is going to be a problem."
0:13:19 > 0:13:22My heart just sank. I was thinking, "No, please don't give us a problem!
0:13:22 > 0:13:24"We don't need it."
0:13:25 > 0:13:29They had to move people around, so everybody was looking at us,
0:13:29 > 0:13:30which was really embarrassing.
0:13:32 > 0:13:34And when they landed their problems continued,
0:13:34 > 0:13:37starting with the taxis that they'd pre-booked.
0:13:37 > 0:13:41We got off at Tenerife and it was dark and the kids were tired
0:13:41 > 0:13:42and moaning.
0:13:42 > 0:13:45They headed us towards the taxi rank.
0:13:46 > 0:13:51And called our name. And lo and behold, they'd sent a minibus.
0:13:51 > 0:13:53And it wasn't even a minibus that was disabled-friendly
0:13:53 > 0:13:55with a ramp or anything.
0:13:55 > 0:13:57OK, so you got to the hotel.
0:13:57 > 0:14:00You're thinking, "Nothing more can go wrong."
0:14:00 > 0:14:02And then you were shown to your room.
0:14:02 > 0:14:06We walked into our room and...
0:14:07 > 0:14:09..just looked at each other.
0:14:09 > 0:14:14And I opened the bathroom door and went, "I don't believe it.
0:14:14 > 0:14:16"I just don't believe it."
0:14:16 > 0:14:21It was just a nightmare. It was so inadequate it was unreal.
0:14:21 > 0:14:24The room was not big enough for me
0:14:24 > 0:14:28to get in and close the door behind me.
0:14:28 > 0:14:31And the door blocked the access to the toilet.
0:14:33 > 0:14:36There was also a bar across in front of the toilet which meant
0:14:36 > 0:14:39as I couldn't get my chair into the right position.
0:14:39 > 0:14:43Mike and Lynne asked to be moved somewhere else.
0:14:43 > 0:14:47- How did you feel when you were moved to a new hotel?- Relieved!
0:14:47 > 0:14:50Relieved is the thing as hopefully it would, you know, resolve
0:14:50 > 0:14:54all the problems which we had of my access.
0:14:54 > 0:14:57But then when you got there it wasn't what you were expecting.
0:14:57 > 0:14:59It was very noisy.
0:14:59 > 0:15:05It was obviously more of a youngsters' hotel than a family hotel.
0:15:07 > 0:15:08So, I was thinking,
0:15:08 > 0:15:12"Ugh, I just don't believe it, we're going to have two weeks of this."
0:15:12 > 0:15:15And we're going to be absolutely shattered
0:15:15 > 0:15:20because they had a disco - a nightclub - inside the hotel,
0:15:20 > 0:15:25which was open to four, five o'clock in the morning.
0:15:25 > 0:15:27So, I don't know what we were going to do.
0:15:27 > 0:15:29We just didn't know what else to do.
0:15:29 > 0:15:32Although, the facilities there were for the disabled...
0:15:32 > 0:15:34- Were a lot better. - ..were a lot better.
0:15:34 > 0:15:38Unfortunately for Lynne and Mike, their return journey was no easier.
0:15:38 > 0:15:41Tell me about your journey back home.
0:15:41 > 0:15:45Let's start with the taxi transfers. Did you get a taxi?
0:15:45 > 0:15:49What turned up? A minibus. I couldn't believe it.
0:15:49 > 0:15:54Even the rep stood there in complete exasperation and said,
0:15:54 > 0:15:59"I ordered two cars." And they had sent a minibus.
0:15:59 > 0:16:03It was just unreal. So, by the time we'd got to the airport,
0:16:03 > 0:16:06they were already boarding people.
0:16:06 > 0:16:10So, again, we were down the queue.
0:16:10 > 0:16:14And they had already put people on the front seats.
0:16:14 > 0:16:16What were the other passengers like
0:16:16 > 0:16:19when you were trying to get to your seats? Cos it can be
0:16:19 > 0:16:21a little bit tricky sometimes.
0:16:21 > 0:16:25Even more embarrassed because it was virtually the same audience.
0:16:26 > 0:16:30Because everybody goes to these places for a fortnight,
0:16:30 > 0:16:31so it was the same audience,
0:16:31 > 0:16:35the same people on the flight back as it was who went out.
0:16:35 > 0:16:37So, it was even more embarrassing.
0:16:39 > 0:16:43Tenerife had not proved to be the relaxing family holiday
0:16:43 > 0:16:47that Mike and Lynne had needed. They contacted First Choice to complain.
0:16:47 > 0:16:49But though there was an acknowledgement that the
0:16:49 > 0:16:51first hotel was not suitable,
0:16:51 > 0:16:54because Mike and Lynne had been moved to somewhere with
0:16:54 > 0:16:56better disabled facilities,
0:16:56 > 0:17:00the couple were disappointed not to receive any offer of compensation.
0:17:00 > 0:17:03However, when we contacted the company, there was good news.
0:17:03 > 0:17:06First Choice told us they'd been sorry to hear of Lynne and Mike's
0:17:06 > 0:17:10experience and that they had sent an offer of a full refund
0:17:10 > 0:17:14of the cost of the holiday, which, obviously, hadn't been received.
0:17:14 > 0:17:17This gesture of goodwill has now been accepted.
0:17:17 > 0:17:20First Choice also stressed it takes its...
0:17:24 > 0:17:27..with a dedicated team who can talk about specific facilities
0:17:27 > 0:17:29at hotels and on flights.
0:17:30 > 0:17:34But Lynne and Mike are sticking to caravanning for now and they
0:17:34 > 0:17:39have a simple message that they hope all holiday companies keep in mind.
0:17:39 > 0:17:41Just because somebody's disabled, it doesn't mean to say that they
0:17:41 > 0:17:45can't have a decent two weeks holiday.
0:17:45 > 0:17:48Michael works hard all year.
0:17:48 > 0:17:50And it just... It was awful.
0:17:50 > 0:17:53And I think they should have done more to help us.
0:17:59 > 0:18:02Florida has long been a favourite destination for British families
0:18:02 > 0:18:06but it's not just at the theme parks where you might be taken for a ride.
0:18:06 > 0:18:08Our travel expert, Simon Calder,
0:18:08 > 0:18:12is here with some scam-busting advice to make sure that your visit
0:18:12 > 0:18:15to the Sunshine State doesn't leave you feeling totally ripped off.
0:18:15 > 0:18:19There you are walking down International Drive in Orlando
0:18:19 > 0:18:21and a stranger approaches you.
0:18:21 > 0:18:27He knows that admission to a theme park can cost as much as 130
0:18:27 > 0:18:29for the day, so he's got a great idea.
0:18:29 > 0:18:33He's managed to get hold of some partially-used tickets
0:18:33 > 0:18:37and he's prepared to sell it you for maybe 50.
0:18:37 > 0:18:39Don't be tempted.
0:18:39 > 0:18:43Although the apparent saving is huge, so are the pitfalls.
0:18:43 > 0:18:48And with so many electronic tickets available, it's not always easy
0:18:48 > 0:18:53for you to tell whether or not there is any validity left on that ticket.
0:18:53 > 0:18:56So, only buy through official channels.
0:18:56 > 0:18:58Meanwhile, con artists can be waiting for you
0:18:58 > 0:19:02even before you've set foot outside your hotel room.
0:19:02 > 0:19:04The pizza flyer scam is an interesting one
0:19:04 > 0:19:08because it doesn't involve a pizza - not a real one, at least.
0:19:08 > 0:19:11So, there you are, it's the end of your trip.
0:19:11 > 0:19:14You've spent a lot more than you intended to.
0:19:14 > 0:19:18You're pretty hungry but look - under the door of your motel
0:19:18 > 0:19:22or hotel room is a flyer advertising unbelievable cheap pizzas.
0:19:22 > 0:19:27Free delivery, too! So, you call the toll-free number and give them
0:19:27 > 0:19:31your credit card details, sit back, and wait for the pizza.
0:19:31 > 0:19:33It never arrives.
0:19:33 > 0:19:36That's because these people aren't in the pizza delivery business,
0:19:36 > 0:19:41they are in the stealing credit card details business.
0:19:41 > 0:19:43And pretty soon you're going to see some big bills
0:19:43 > 0:19:45appearing on your account.
0:19:45 > 0:19:47And if you decide to dine out,
0:19:47 > 0:19:51Simon's got one important tip about tipping.
0:19:51 > 0:19:54There's a great service culture in the US
0:19:54 > 0:19:57and there's a great tipping culture, too.
0:19:57 > 0:20:00It's how many of the staff make most of their money.
0:20:00 > 0:20:04And when you've eaten your burger, fries, and drunk your milkshake,
0:20:04 > 0:20:06well, time to pay, and often you'll find
0:20:06 > 0:20:11that they've handily put on the bill how much they'd like you to tip.
0:20:11 > 0:20:1420% is quite common.
0:20:14 > 0:20:17Personally, I wouldn't pay more than 15%
0:20:17 > 0:20:19unless the service has been exceptional.
0:20:19 > 0:20:22You're going to end up spending a fortune on tips
0:20:22 > 0:20:24during the course of your holiday anyway.
0:20:25 > 0:20:27For more holiday advice,
0:20:27 > 0:20:30wherever you're going, take a trip to our website...
0:20:39 > 0:20:43Still to come on Rip Off Britain, a four-star holiday home
0:20:43 > 0:20:47that fell far short of these holidaymakers' expectations.
0:20:47 > 0:20:49Everything was unfinished.
0:20:49 > 0:20:53Nothing was done. And I'm afraid it went from bad to worse.
0:20:55 > 0:20:58Low-cost airlines are especially determined to try and get us
0:20:58 > 0:21:00to travel as light as possible.
0:21:00 > 0:21:05All those extra baggage charges really are geared to ensure
0:21:05 > 0:21:07that we take hand luggage whenever possible,
0:21:07 > 0:21:09rather than the check-in variety
0:21:09 > 0:21:13so that an aircraft can turn around at the airport a lot quicker.
0:21:13 > 0:21:16But the next time you try and stuff your overnight bag
0:21:16 > 0:21:19in an overhead compartment,
0:21:19 > 0:21:20just remember this horror story
0:21:20 > 0:21:23because we're about to meet two people who found that there
0:21:23 > 0:21:26wasn't enough room on board for their hand luggage.
0:21:26 > 0:21:29And that led to a whole load of problems
0:21:29 > 0:21:32that you could never possibly imagine.
0:21:34 > 0:21:36Good morning, ladies and gentleman. My name's Peter.
0:21:36 > 0:21:41Welcome to your Busybus north Wales Adventure Tour today. We will be...
0:21:41 > 0:21:45Father and son Fred and Peter Rosenfeld run a bus company
0:21:45 > 0:21:48taking tourists around the northwest.
0:21:48 > 0:21:50I've never noticed how pretty it is round here, Pete.
0:21:50 > 0:21:54They know first-hand how a bad experience on your journey
0:21:54 > 0:21:55can ruin a whole holiday.
0:21:55 > 0:21:58For a birthday present, I decided to take Dad and Sasha,
0:21:58 > 0:22:03my step mum, back to Austria and Eastern Europe.
0:22:03 > 0:22:05Peter's got a great imagination.
0:22:05 > 0:22:10And he thought this would be a sentimental trip to cover old times.
0:22:12 > 0:22:16Fred and Sasha met in the 1970s when Fred was living in Vienna.
0:22:16 > 0:22:20Immediately I saw her, I thought, "She's great!"
0:22:20 > 0:22:25And I said to my colleague, "I bet you 50p that she'll go out with me."
0:22:25 > 0:22:27And I won my 50p bet.
0:22:27 > 0:22:31Sasha regularly flies back to Budapest to see her family,
0:22:31 > 0:22:35but in October of 2012, Fred, Peter and Peter's wife, Vera,
0:22:35 > 0:22:38went along as well, flying with Jet2.
0:22:38 > 0:22:40Being quite familiar with budget airlines, I was aware
0:22:40 > 0:22:44of baggage allowances and was very careful to make sure that,
0:22:44 > 0:22:47although we had booked hold luggage,
0:22:47 > 0:22:51we were also taking hand luggage with us and, in fact, we purchased
0:22:51 > 0:22:55new cases for Dad specifically to take on board on the cabin.
0:22:55 > 0:22:5837cm...
0:22:58 > 0:23:00So, with their hold luggage booked
0:23:00 > 0:23:03and one piece of regulation-size hand luggage each,
0:23:03 > 0:23:07the Rosenfelds checked-in for their flight and boarded the plane.
0:23:07 > 0:23:10We were amongst the last ones to get on
0:23:10 > 0:23:13and by the time we got on the plane it was absolute chaos
0:23:13 > 0:23:19and I was trying to ram our hand baggage up in the...
0:23:19 > 0:23:23luggage compartment and it obviously didn't fit so...
0:23:23 > 0:23:24- It was full.- It was full.
0:23:24 > 0:23:28The stewardess came over to assist and she said,
0:23:28 > 0:23:31"Oh, no, it won't go in the compartment,
0:23:31 > 0:23:36"I will have to store it elsewhere." And we handed over the luggage.
0:23:36 > 0:23:41I assumed we would collect it at the end of the flight.
0:23:41 > 0:23:44But when the flight landed in Budapest, Fred and Sasha's
0:23:44 > 0:23:48hand luggage was not handed back to them by the cabin crew.
0:23:48 > 0:23:52When we got to the front of the cabin, I asked a stewardess,
0:23:52 > 0:23:55"Where did you put our luggage? Can I have it?"
0:23:55 > 0:24:01And she said, "Oh, no, it's already gone to the luggage pick up point."
0:24:03 > 0:24:04I was totally amazed.
0:24:04 > 0:24:06It did feel a little bit odd
0:24:06 > 0:24:09because we were very aware that those bags were unlocked
0:24:09 > 0:24:12and that they also were not tagged or labelled,
0:24:12 > 0:24:16so they would stick out as day bags.
0:24:16 > 0:24:19The family waited with bated breath at the luggage carousel.
0:24:19 > 0:24:20And it seemed rather strange
0:24:20 > 0:24:25because everything came out except one piece of our hand luggage.
0:24:25 > 0:24:29So, we said, "Oh, for heaven's sake, I hope it hasn't got lost." And then
0:24:29 > 0:24:32sure enough, at the end of the queue it suddenly popped up
0:24:32 > 0:24:35and it looked perfectly normal.
0:24:35 > 0:24:39We just picked it up and off we went out of the airport.
0:24:39 > 0:24:42By the time they arrived at their hotel it was late,
0:24:42 > 0:24:45so they all said good night and went to their rooms.
0:24:45 > 0:24:48About 15 minutes later, Dad knocked on the door
0:24:48 > 0:24:51and he looked incredibly distressed
0:24:51 > 0:24:54and said that Sasha's bag had been tampered with
0:24:54 > 0:24:59and that her jewellery, which was the most important thing in the bag,
0:24:59 > 0:25:03as far as Sasha was concerned, her jewellery had disappeared.
0:25:03 > 0:25:07When I opened my jewellery box, at this moment I was shocked.
0:25:08 > 0:25:11This was empty. Was nothing in.
0:25:11 > 0:25:17The most valuable item in it was actually an anniversary gold watch,
0:25:17 > 0:25:23which I'd bought for my wife for her 50th birthday, actually.
0:25:23 > 0:25:25The thieves had also taken Fred's iPad
0:25:25 > 0:25:30and carefully replaced the contents of the case to hide their crime.
0:25:30 > 0:25:32But when I went into the room and saw Sasha,
0:25:32 > 0:25:35it was actually quite a traumatic sight for me
0:25:35 > 0:25:39because she was sat on the bed with an open jewellery box,
0:25:39 > 0:25:42just staring into it in disbelief, really.
0:25:42 > 0:25:44The following morning, the family reported the theft
0:25:44 > 0:25:47at the local police station and were given a crime number
0:25:47 > 0:25:50so that they could make an insurance claim for the stolen items.
0:25:51 > 0:25:54But for Sasha, the holiday was ruined.
0:25:54 > 0:25:57She just wanted to come home. She really did just want to come home.
0:25:57 > 0:26:01It was the worst thing that could have happened on a holiday.
0:26:01 > 0:26:05So, you followed all the rules. You've taken on board hand luggage
0:26:05 > 0:26:07which meets the airline's own strict rules.
0:26:07 > 0:26:10But when you get on board they tell you there's no room in the overhead
0:26:10 > 0:26:14lockers so you have to hand it in to them to put it into the hold.
0:26:14 > 0:26:16Now, you would assume that that means
0:26:16 > 0:26:18if anything goes wrong you'd be covered.
0:26:18 > 0:26:20Oh, boy, you could not be more wrong.
0:26:21 > 0:26:24When the family got home, Fred complained to Jet2
0:26:24 > 0:26:28and put in a claim with their travel insurance company, Ageas.
0:26:28 > 0:26:31But he got a reply that he was not expecting.
0:26:31 > 0:26:35The insurance company said they wouldn't pay out
0:26:35 > 0:26:40because there was a clause saying that...
0:26:40 > 0:26:46valuables out of the possession of the passenger were not covered
0:26:46 > 0:26:48unless deposited in a secure place.
0:26:49 > 0:26:52Of course Fred and Sasha had thought they'd left
0:26:52 > 0:26:55the bag in the safe care of the cabin crew
0:26:55 > 0:26:57and that that'd get it back as they left the plane.
0:26:57 > 0:27:00They had no idea that it would be sent to the luggage hold
0:27:00 > 0:27:02with all the checked-in cases.
0:27:02 > 0:27:06Fred was not going to take no for an answer so he wrote back to Ageas.
0:27:07 > 0:27:09They looked into it again
0:27:09 > 0:27:15and said they had discussed it with Jet2 and were told that
0:27:15 > 0:27:20I was informed that all valuables had to be taken out of the baggage
0:27:20 > 0:27:22before it was taken away.
0:27:23 > 0:27:27Jet2 said it was company policy to ask all passengers to remove
0:27:27 > 0:27:30their valuables from hand luggage when it's handed over to cabin crew.
0:27:30 > 0:27:33But none of the family remember this happening.
0:27:33 > 0:27:37I'm convinced that she didn't ask and neither would it have
0:27:37 > 0:27:42been possible to do so because there was such a chaos.
0:27:42 > 0:27:46Jet2 and Ageas both say that they cannot be held responsible
0:27:46 > 0:27:49for valuables that go missing from bags put in the hold.
0:27:49 > 0:27:52But Fred and Sasha had never imagined that their valuables
0:27:52 > 0:27:54would go anywhere near the hold.
0:27:54 > 0:27:57They deliberately put them in their hand luggage.
0:27:57 > 0:28:01But when their bag was taken away, as it hadn't been checked-in,
0:28:01 > 0:28:05it was missing that telltale barcode that allows airlines
0:28:05 > 0:28:06to track their luggage,
0:28:06 > 0:28:08making it an ideal target for whoever spotted it.
0:28:10 > 0:28:15All those bags, unlabelled, were very obvious. They were targets
0:28:15 > 0:28:18between the aeroplane and the baggage line.
0:28:20 > 0:28:22When we contacted Jet2, they told us
0:28:22 > 0:28:25they were extremely sorry to hear what had happened
0:28:25 > 0:28:26but on busy flights it is...
0:28:30 > 0:28:31And they reiterated that they...
0:28:36 > 0:28:39But since this incident, they have improved their procedures...
0:28:43 > 0:28:44And they...
0:28:53 > 0:28:56But we also spoke to the insurance company, Ageas,
0:28:56 > 0:29:00who underwrote the policy that Peter had bought through Jet2.
0:29:00 > 0:29:02They said this was an...
0:29:07 > 0:29:09And the family would...
0:29:11 > 0:29:14So, in light of that, they have now agreed to cover
0:29:14 > 0:29:16the cost of his stolen valuables.
0:29:18 > 0:29:21But what happened to the Rosenfelds could easily happen to you.
0:29:21 > 0:29:22On other airlines,
0:29:22 > 0:29:26you could find yourself separated from your hand luggage.
0:29:26 > 0:29:29EasyJet may do it on busier flights and, in fact, they now only
0:29:29 > 0:29:33guarantee that the smallest bags will stay in the cabin.
0:29:33 > 0:29:37Monarch now recommend taking two small bags instead of one big one
0:29:37 > 0:29:39so that one can go under the seat in front of you.
0:29:39 > 0:29:42Otherwise, if the overhead lockers are full,
0:29:42 > 0:29:45a bigger bag may have to be handed to the cabin crew.
0:29:45 > 0:29:48Well, for now, the advice could not be clearer.
0:29:48 > 0:29:50If you get on board a plane
0:29:50 > 0:29:52and the crew want to take your hand baggage off you,
0:29:52 > 0:29:55you must remove all of your valuables,
0:29:55 > 0:29:57never mind that there may be a queue forming behind you.
0:29:57 > 0:30:00It's really important that you do because with airlines putting
0:30:00 > 0:30:03so much emphasis on us now carrying hand baggage,
0:30:03 > 0:30:07until they start making those overhead lockers bigger,
0:30:07 > 0:30:10the potential problems of what's going to happen
0:30:10 > 0:30:12if you lose your luggage,
0:30:12 > 0:30:14are only going to get worse.
0:30:14 > 0:30:16And, having lost out once,
0:30:16 > 0:30:20Peter will never let his hand baggage out of his sight again.
0:30:20 > 0:30:25If you had to surrender your bag, I would insist it was labelled,
0:30:25 > 0:30:29tagged, locked and find out exactly what is going to happen
0:30:29 > 0:30:32to your bag before you surrender it.
0:30:39 > 0:30:43Last summer we hit the road again with our pop-up shop,
0:30:43 > 0:30:46offering free advice to solve your consumer issues on the spot.
0:30:49 > 0:30:53And problems with travel and holidays were one of the things
0:30:53 > 0:30:54we heard about most.
0:30:54 > 0:30:57James and Yvonne had experienced a long delay on a flight
0:30:57 > 0:30:58from Parma to Manchester
0:30:58 > 0:31:02and were unhappy with the response of the airline to their complaint.
0:31:02 > 0:31:05Now, this is very, very interesting.
0:31:05 > 0:31:11What they have done is they sent to James and Yvonne
0:31:11 > 0:31:14an incredibly long and detailed letter,
0:31:14 > 0:31:17which looks to me as though they're kind of trying to beat you
0:31:17 > 0:31:20into submission. Now, there's only one way to find out
0:31:20 > 0:31:23if they do owe you any money and that's to take them to court.
0:31:23 > 0:31:27- Right.- So, the best way to do that, given what you're claiming,
0:31:27 > 0:31:29is Money Claims Online. It's going to cost you...
0:31:29 > 0:31:31Well, if you're looking for...
0:31:31 > 0:31:34roughly £400 each, I think that's going to cost you
0:31:34 > 0:31:38maybe £35 to claim.
0:31:39 > 0:31:44Now, they will probably fight the claim they will but if you just say,
0:31:44 > 0:31:48"Here's the facts, here is our understanding of the case."
0:31:48 > 0:31:50So, get on the case today.
0:31:50 > 0:31:52I can give you the link that you need to go to
0:31:52 > 0:31:56and then you'll be able to sort all that but it's a tricky old business.
0:31:56 > 0:32:00Some airlines are paying out very graciously and generously,
0:32:00 > 0:32:04some of them are arguing every single case.
0:32:04 > 0:32:06The good news is that after reviewing the case,
0:32:06 > 0:32:09the couple's airline concluded they are entitled to compensation
0:32:09 > 0:32:12so will now be paying out.
0:32:12 > 0:32:16Simon also ran a street workshop with this great advice on the best
0:32:16 > 0:32:18days to bag bargain airfares.
0:32:20 > 0:32:23Tuesday is the day when demand is lowest for air travel
0:32:23 > 0:32:27and that's when the prices are going to be lowest and also you get that
0:32:27 > 0:32:31great bonus of quite possibly having a seat either side of you empty.
0:32:31 > 0:32:35- Second best day after Tuesday? - Wednesday.- Brilliant!
0:32:35 > 0:32:38Tuesdays and Wednesdays, they are the golden days of air travel.
0:32:38 > 0:32:41So, which are the days to avoid?
0:32:41 > 0:32:43Friday nights, Sunday nights - very bad.
0:32:43 > 0:32:46Monday morning - very, very bad.
0:32:46 > 0:32:49Thursdays - all right but towards the evening it's not so good.
0:32:49 > 0:32:52And then, actually, Saturday afternoons, quite often,
0:32:52 > 0:32:54are a good time to travel.
0:33:00 > 0:33:03Now, sometimes the best holidays don't involve anything too fancy
0:33:03 > 0:33:06or expensive or even going too far away.
0:33:06 > 0:33:09And a lot of people will say that the most rewarding breaks
0:33:09 > 0:33:11can come simply from the whole family getting together
0:33:11 > 0:33:15in a beautiful part of the country and spending quality time together,
0:33:15 > 0:33:18all relaxing in one place. Personally, I adore that.
0:33:18 > 0:33:21And that's what Nick Moorehouse and his family love to do.
0:33:21 > 0:33:25Last year he though he found the perfect place for them to do it -
0:33:25 > 0:33:28a fantastic-sounding mansion in Wales.
0:33:28 > 0:33:31He'd booked it through one of the country's best-known rental sites.
0:33:31 > 0:33:34But the family said that things very quickly turned sour.
0:33:35 > 0:33:38Kate, next year, you are booking the holiday.
0:33:38 > 0:33:40We hope you don't want to go to Wales.
0:33:42 > 0:33:45Nick's been taking his extended family on holiday for years,
0:33:45 > 0:33:48but this time was a special occasion -
0:33:48 > 0:33:50his son-in-law Steve's 40th birthday.
0:33:50 > 0:33:52So, they decided to push the boat out
0:33:52 > 0:33:56and look for a place in South Wales, an area close to Steve's heart.
0:33:58 > 0:34:03When we went 20 years ago, that was the last holiday we had with my dad.
0:34:03 > 0:34:06He unfortunately passed away two years later.
0:34:06 > 0:34:12So, it was nice to go back to Wales, especially as it was my 40th.
0:34:12 > 0:34:14Big party celebration.
0:34:14 > 0:34:18Family coming from all over the country to come and see us.
0:34:18 > 0:34:21Nick headed straight for a website he'd used many times before,
0:34:21 > 0:34:24one of the biggest names in the business, cottages4you,
0:34:24 > 0:34:26and soon found the perfect place.
0:34:28 > 0:34:30If you read the description of the property,
0:34:30 > 0:34:35it was advertised as six bedroomed, six bathroom.
0:34:35 > 0:34:38It was rated as four-star.
0:34:38 > 0:34:40It just looked ideal.
0:34:40 > 0:34:45The bill for a fortnight came to nearly £3,000, not cheap, but
0:34:45 > 0:34:48the website had sold the property as a four-star bespoke mansion.
0:34:48 > 0:34:52So, when Nick arrived at Vijay Gardens, hopes were high.
0:34:52 > 0:34:53But not for long.
0:34:59 > 0:35:03Opening that front door for the first time, it just hit me.
0:35:03 > 0:35:06I was literally, I was gobsmacked.
0:35:06 > 0:35:09The curtains in the lounge were all hanging off.
0:35:11 > 0:35:14Everything was unfinished.
0:35:14 > 0:35:17Nothing was done. And I thought,
0:35:17 > 0:35:19"Oh, dear."
0:35:19 > 0:35:23And I'm afraid it went from bad to worse.
0:35:23 > 0:35:25And when Steve and his family arrived,
0:35:25 > 0:35:28they say they had a most unwelcome surprise.
0:35:28 > 0:35:31When you pulled up to the house, you thought,
0:35:31 > 0:35:35"Well, this doesn't look as good as it does on the photos."
0:35:35 > 0:35:37And the first you see when you get out the car
0:35:37 > 0:35:39is a bag full of dog poo.
0:35:39 > 0:35:42Right by the front door. And a load of cigarette butts.
0:35:42 > 0:35:45Nick made a list of all the things he felt weren't up to scratch.
0:35:45 > 0:35:48This is the view from one of the bedrooms, the Portakabin,
0:35:48 > 0:35:50which is not advertised anywhere.
0:35:50 > 0:35:53Dirt - showers.
0:35:53 > 0:35:58It's absolutely disgusting and I cleaned it myself. Cobwebs.
0:35:58 > 0:35:59Terrible.
0:35:59 > 0:36:02This is the fuse box on the outside of the Portakabin,
0:36:02 > 0:36:04eight foot away from the main building.
0:36:04 > 0:36:07There is nothing to say that this is live.
0:36:07 > 0:36:10Nobody has bothered to put a cover over it.
0:36:10 > 0:36:14The light fitting in the kitchen - hanging off.
0:36:14 > 0:36:16This is the one in the living room.
0:36:16 > 0:36:19Another example. Lights hanging off.
0:36:19 > 0:36:23This is one of the Jacuzzi baths. See how dirty it is inside.
0:36:23 > 0:36:26These pipes here, there's spikes sticking out of them.
0:36:26 > 0:36:31Nick tried to contact the owner, he says, to little effect.
0:36:31 > 0:36:35I'd booked Vijay Gardens and I found it absolutely disgusting.
0:36:36 > 0:36:40I don't think he answered me. He sort of went, "Oh. Yes."
0:36:41 > 0:36:43I would have expected somebody to come round
0:36:43 > 0:36:46and at least sweep up the cigarette ends.
0:36:48 > 0:36:52But there was no further contact with the owner
0:36:52 > 0:36:53for the rest of the holiday.
0:36:53 > 0:36:57If it had been any other occasion, I'd have turned round and come home.
0:36:57 > 0:37:01The growth of online booking has made hiring a cottage easier
0:37:01 > 0:37:04and more popular than ever before. But who's responsible
0:37:04 > 0:37:09when what you've chosen turns out not to meet your expectations?
0:37:09 > 0:37:11Is it the website you book through
0:37:11 > 0:37:13or is it the owner of the cottage you picked?
0:37:15 > 0:37:17Cottages4you, the site Nick used,
0:37:17 > 0:37:20advertised properties owned by private landlords,
0:37:20 > 0:37:22and it's the landlord's responsibility
0:37:22 > 0:37:26to keep their property up to the advertised standard.
0:37:26 > 0:37:28But cottages4you and all sites like them
0:37:28 > 0:37:32are responsible for the accuracy of what they advertise.
0:37:34 > 0:37:38Cottages4you also boast that they inspect all the properties they use
0:37:38 > 0:37:40in order to grade them properly.
0:37:40 > 0:37:43And remember, in this case, they gave it four stars.
0:37:45 > 0:37:51When we returned, I immediately drafted a letter
0:37:51 > 0:37:55of complaint to the owner. I gave him 14 days.
0:37:55 > 0:37:58No reply, no contact with the man.
0:37:58 > 0:38:02I always send my letters recorded delivery.
0:38:02 > 0:38:07So I definitely knew that the owner received the letter
0:38:07 > 0:38:10the day after I posted it
0:38:10 > 0:38:11because I have his signature.
0:38:13 > 0:38:17So, Nick also contacted cottages4you, who gave him
0:38:17 > 0:38:20a £300 voucher as a goodwill gesture,
0:38:20 > 0:38:24but told him his dispute was with the owner and not them.
0:38:24 > 0:38:27However, Nick feels they do have some responsibility.
0:38:27 > 0:38:30It was only because they'd awarded the property four stars
0:38:30 > 0:38:33that he'd been prepared to pay so much.
0:38:33 > 0:38:35The thing that made me angry was saying that
0:38:35 > 0:38:37they inspect their properties.
0:38:37 > 0:38:39They do say on a regular basis.
0:38:39 > 0:38:44This property, in my opinion, hadn't been inspected
0:38:44 > 0:38:47because of all the faults found.
0:38:49 > 0:38:53When we contacted cottages4you about Nick's experience,
0:38:53 > 0:38:56they reiterated that what they do is market the property, and...
0:39:03 > 0:39:07They told us this property had last been inspected in December 2012,
0:39:07 > 0:39:08when it was awarded four stars
0:39:08 > 0:39:12because of the range of facilities and services provided.
0:39:12 > 0:39:14And they weren't aware of any problems
0:39:14 > 0:39:16until Nick contacted them the following April.
0:39:18 > 0:39:21And though Nick didn't get in touch until after his stay,
0:39:21 > 0:39:24they point out that they operate a 24 hour helpline
0:39:24 > 0:39:26for guests and will make...
0:39:32 > 0:39:36Nick has now used the £300 voucher cottages4you gave him,
0:39:36 > 0:39:39but he's angry that he's had no response from the person
0:39:39 > 0:39:41he'd most like to hear from.
0:39:41 > 0:39:44I would like the owner to be more responsible.
0:39:44 > 0:39:49He is letting a property and he is asking for rent on that property,
0:39:49 > 0:39:52in my opinion, under false pretences.
0:39:54 > 0:39:58When we contacted the owner of the property he did reply
0:39:58 > 0:40:01and completely rejected Nick's version of events.
0:40:01 > 0:40:03He told us that over the years the property has been...
0:40:07 > 0:40:11..or indeed better. He insists his contractors always ensure it is...
0:40:14 > 0:40:16..and that Nick's claims about the state of the property
0:40:16 > 0:40:20are disproved by the positive feedback he's had from other guests,
0:40:20 > 0:40:22some of it within the same time period.
0:40:22 > 0:40:26He says he's not had a single complaint since and that Nick
0:40:26 > 0:40:30only raised his concerns at the end of the stay, rather than during it.
0:40:30 > 0:40:32And he claims that...
0:40:37 > 0:40:39..something Nick denies.
0:40:39 > 0:40:42The owner also sent us some photos showing the current
0:40:42 > 0:40:45state of the property, and he told us that after Nick's complaint,
0:40:45 > 0:40:48cottages4you visited the site again,
0:40:48 > 0:40:50and advised him to carry out some repair work,
0:40:50 > 0:40:52all of which has now been completed.
0:40:54 > 0:40:59But Nick still feels the £3,000 he spent on the holiday was wasted.
0:41:00 > 0:41:02Thoroughly disappointed.
0:41:02 > 0:41:07I will never ever forget Vijay Gardens for as long as I live.
0:41:14 > 0:41:17Here at Rip Off Britain we're always ready to investigate
0:41:17 > 0:41:21more of your stories and not just about holidays.
0:41:21 > 0:41:24Confused over your bills or just trying to wade through
0:41:24 > 0:41:27never-ending small print?
0:41:27 > 0:41:28You can write to us at...
0:41:35 > 0:41:36Or send us an e-mail to...
0:41:39 > 0:41:43The team here is ready and waiting to look into your stories
0:41:43 > 0:41:45so please do get in touch.
0:41:47 > 0:41:50So, it seems clear from all the stories you send us
0:41:50 > 0:41:51that unravelling who is responsible
0:41:51 > 0:41:55when a holiday goes wrong can be much more complicated than ever.
0:41:55 > 0:41:59Booking seems so simple with all the choice available online.
0:41:59 > 0:42:01But remember, with that choice comes a danger
0:42:01 > 0:42:03that instead of just having one company to call,
0:42:03 > 0:42:06you may end up having to deal with quite a few of them.
0:42:06 > 0:42:09And that's because whoever you may have thought you booked with,
0:42:09 > 0:42:12it sometimes turns out that all those individual elements of your trip -
0:42:12 > 0:42:14the flights, accommodation or whatever -
0:42:14 > 0:42:16were actually organised with separate companies.
0:42:16 > 0:42:18And with multiple companies involved,
0:42:18 > 0:42:22what you're going to find yourself getting is multiple excuses.
0:42:22 > 0:42:23And how frustrating is that?
0:42:23 > 0:42:26So, to avoid anybody passing the buck,
0:42:26 > 0:42:29do make sure that you're complaining to the right people.
0:42:29 > 0:42:31And to do that effectively, for goodness' sake,
0:42:31 > 0:42:34gather up as much evidence as you can about the problem,
0:42:34 > 0:42:36keep a very careful note about all the facts,
0:42:36 > 0:42:39and if you can, take lots and lots of photographs, so much the better.
0:42:39 > 0:42:42And if you still get nowhere, do write to us.
0:42:42 > 0:42:44We're here, abroad or at home,
0:42:44 > 0:42:47and we'll see if we can find out exactly what's going on.
0:42:47 > 0:42:49That's the way we've got to leave it for today.
0:42:49 > 0:42:52Thank you very much for your company. We'll see you again soon.
0:42:52 > 0:42:55And when you do go on holiday, we both hope it's a good one.
0:42:55 > 0:42:59- In the meantime, enjoy the view. - Bye-bye.