0:00:02 > 0:00:05We asked you who's left you feeling ripped off when it comes to your
0:00:05 > 0:00:08holidays and you came back with a catalogue of travel disasters.
0:00:08 > 0:00:10A holiday's supposed to be a time of relaxing,
0:00:10 > 0:00:15not a time of more stress and certainly not a time of stress whilst you're away.
0:00:15 > 0:00:18You'd go into it with your eyes wide open if you think something's too
0:00:18 > 0:00:20good to be true, then it probably is.
0:00:20 > 0:00:22Whether it's a deliberate rip-off,
0:00:22 > 0:00:25a simple mistake or a catch in the small print,
0:00:25 > 0:00:27we'll find out why you're out-of-pocket
0:00:27 > 0:00:29and what you can do about it.
0:00:30 > 0:00:32Your stories, your money.
0:00:32 > 0:00:35This is Rip-Off Britain.
0:00:35 > 0:00:39Hello and welcome to Rip-Off Britain from Tenerife,
0:00:39 > 0:00:42where this series is about tackling the holiday disasters that you've asked
0:00:42 > 0:00:45us to investigate on your behalf and trust me,
0:00:45 > 0:00:48I'm not using the word disaster lightly.
0:00:48 > 0:00:51Some of the cases you're going to be hearing about today are truly
0:00:51 > 0:00:55- jaw-dropping.- And whether that's because of the sums of money that are
0:00:55 > 0:00:59involved or the circumstances that created all the problems in the first place,
0:00:59 > 0:01:02what each of our stories has in common is this.
0:01:02 > 0:01:07Adding to the frustration and the anger, at whatever it was that kicked off,
0:01:07 > 0:01:11is the difficulty there's been in getting anyone to take proper
0:01:11 > 0:01:13responsibility for what's happened.
0:01:13 > 0:01:16Which drives you mad - and that's especially the case with a particularly
0:01:16 > 0:01:19shocking tale we'll be hearing about in just a moment.
0:01:19 > 0:01:22But we'll also be meeting people who, after ending up out of pocket,
0:01:22 > 0:01:25very much feel that they were taken advantage of,
0:01:25 > 0:01:28so we'll have advice to try and stop the same thing happening to you,
0:01:28 > 0:01:31so that you don't end up in that position.
0:01:32 > 0:01:37Coming up: a family holiday ruined by a devastating accident. But how was
0:01:37 > 0:01:40something so extraordinary able to happen?
0:01:40 > 0:01:44That initial moment was one of the worst moments in my life.
0:01:44 > 0:01:47That will stay with me for a long, long time.
0:01:49 > 0:01:53And the tourist trap restaurants accused of misleading customers over
0:01:53 > 0:01:55the price of their food.
0:01:55 > 0:01:58I thought "We're going to pay more than we are expecting for this", but
0:01:58 > 0:02:01obviously I wasn't quite expecting such a big bill.
0:02:04 > 0:02:09Part of being able to relax on holiday is feeling confident that wherever
0:02:09 > 0:02:12it is you're staying is a safe place for everyone in your group.
0:02:12 > 0:02:16But sometimes, that confidence is misplaced as was the case for the people
0:02:16 > 0:02:18in this next film.
0:02:18 > 0:02:20But despite the severity of what happened,
0:02:20 > 0:02:24things have been made even worse by the fact that no-one's shouldering
0:02:24 > 0:02:27the blame or has, as yet, been held accountable.
0:02:29 > 0:02:33Whether it's 5-star luxury or no-frills bed-and-breakfast,
0:02:33 > 0:02:37a basic requirement we all expect from our holiday accommodation is that
0:02:37 > 0:02:38it's going to be safe.
0:02:39 > 0:02:43That's something that Pete and Sarah from Aldershot took for
0:02:43 > 0:02:47granted when they went to Egypt for a family holiday with their teenage
0:02:47 > 0:02:50sons Tom and Jack in 2016.
0:02:50 > 0:02:53We spend all the time together when we're on holiday.
0:02:53 > 0:02:56It's something that we don't do at home.
0:02:56 > 0:03:00They're out working, they're at college, Pete's out working,
0:03:00 > 0:03:05so that two weeks is our family time, together.
0:03:06 > 0:03:12They chose a holiday which fitted everyone's requirements with water slides for the boys
0:03:12 > 0:03:14and plenty of space for them all to relax.
0:03:14 > 0:03:18And they booked their two-week stay at the Jungle Aqua Park hotel in
0:03:18 > 0:03:23Hurghada, through a company they'd used before, called Sunshine.co.uk.
0:03:23 > 0:03:27I think the total cost of the holiday was about £4,200.
0:03:27 > 0:03:30That was for everything - all-inclusive holiday,
0:03:30 > 0:03:34with the water park and all the activities on-site.
0:03:34 > 0:03:37It looked like the ideal place for us, as a family, to go.
0:03:37 > 0:03:39I was so excited for this one.
0:03:40 > 0:03:43Hadn't really been to...
0:03:43 > 0:03:45..a massive water park before.
0:03:46 > 0:03:50The holiday soon came around and after an evening arrival,
0:03:50 > 0:03:53the family were all up early to enjoy their first day of Egyptian
0:03:53 > 0:03:57sunshine. But they were to have only a few very brief moments of
0:03:57 > 0:04:01- relaxation.- The boys went off to play in a pool,
0:04:01 > 0:04:06just sort of relaxing and putting our feet up and after only about five or
0:04:06 > 0:04:11ten minutes, Tom was back, looking distressed, saying Jack was stuck.
0:04:11 > 0:04:15The ball the boys had been playing with had landed at the side of the pool
0:04:15 > 0:04:17and Jack had got out to retrieve it.
0:04:17 > 0:04:24He'd thrown the ball back to Tom and Tom had gone under the water to get
0:04:24 > 0:04:28the ball and he said he heard something - he didn't know what it was -
0:04:28 > 0:04:31and by the time he came out of the water, Jack wasn't there.
0:04:32 > 0:04:34In those brief seconds,
0:04:34 > 0:04:38what should have been a couple of simple steps back to the pool had ended
0:04:38 > 0:04:39in disaster for Jack.
0:04:39 > 0:04:43There was like a gravel cement mix and stuff that was all on the floor
0:04:43 > 0:04:45and obviously, I didn't want to step on that,
0:04:45 > 0:04:47so then I did step on this cover for the manhole.
0:04:49 > 0:04:53But then, it just collapsed in and that's as far as I can remember.
0:04:53 > 0:04:57Jack had fallen down a 6-foot maintenance pit,
0:04:57 > 0:05:00leaving him not just stuck but badly injured.
0:05:00 > 0:05:02As his brother Tom ran to alert their parents,
0:05:02 > 0:05:04hotel staff gathered to try and help.
0:05:06 > 0:05:08I walked over to this scene,
0:05:08 > 0:05:10to be ushered away by the hotel staff
0:05:10 > 0:05:12until my wife called out that Jack
0:05:12 > 0:05:16had just been pulled out of the manhole cover adjacent to the pool.
0:05:16 > 0:05:20That initial moment was one of the worst moments in my life.
0:05:20 > 0:05:25And all I could see was just two men just dragging my son out of a hole
0:05:25 > 0:05:28and he was just covered in...
0:05:29 > 0:05:31..blood and dirt and...
0:05:33 > 0:05:37..that will stay with me for a long, long time.
0:05:38 > 0:05:43Jack was given medical treatment by hotel staff but due to the seriousness
0:05:43 > 0:05:46of the wound, Pete insisted that an ambulance should be called.
0:05:46 > 0:05:48I saw the cut to the back of his head.
0:05:48 > 0:05:52I was really concerned that he'd suffered some sort of injury to his
0:05:52 > 0:05:54brain, to be perfectly honest.
0:05:54 > 0:05:57Jack was in a lot of pain, then, and crying,
0:05:57 > 0:06:01because his head was hurting him so much and those ten,
0:06:01 > 0:06:0315 minutes waiting for the ambulance seemed like a long, long time.
0:06:03 > 0:06:09I accompanied Jack, who was drifting in and out of consciousness, on the way to the hospital.
0:06:09 > 0:06:13So my dad was just saying, "Squeeze my hand, so you don't, like,
0:06:13 > 0:06:15"so you stay conscious."
0:06:15 > 0:06:20That was horrible, to see your son in a foreign country, especially,
0:06:20 > 0:06:24and he's 15 years old and he'd just... terrifying.
0:06:24 > 0:06:28At the hospital, an urgent CT scan revealed that fortunately,
0:06:28 > 0:06:32there was no damage to Jack's brain but he had suffered a cracked rib
0:06:32 > 0:06:37and cuts and bruises in the fall and he needed stitches for the wound to his head.
0:06:37 > 0:06:40Pete called his insurance company to inform them of what had
0:06:40 > 0:06:44happened and discussed making a claim for any medical expenses, but
0:06:44 > 0:06:49the hotel stepped in, insisting that it would cover the hospital bill instead.
0:06:49 > 0:06:51After spending a night under observation,
0:06:51 > 0:06:55Jack was discharged and the family began to try and piece together
0:06:55 > 0:06:59- exactly what had happened.- We didn't realise to the extent of how deep the hole
0:06:59 > 0:07:02was and what had actually happened.
0:07:02 > 0:07:04How could he have fallen down the hole?
0:07:04 > 0:07:06It beggars belief.
0:07:06 > 0:07:09The couple met with the hotel manager to try and get some answers.
0:07:09 > 0:07:12And that's when they said that maintenance was going on in
0:07:12 > 0:07:16the area and Jack shouldn't have stood on the manhole cover,
0:07:16 > 0:07:20but we don't recall any maintenance being on in that area
0:07:20 > 0:07:22and Jack is not silly enough
0:07:22 > 0:07:25to stand on a manhole cover that's already open.
0:07:26 > 0:07:29Well, the family was adamant that there were no warnings for people to
0:07:29 > 0:07:34keep away from this particular area of the poolside, or of any potential danger,
0:07:34 > 0:07:37so they lodged an official complaint with the hotel.
0:07:37 > 0:07:40A couple of days later,
0:07:40 > 0:07:43we took some photographs of the manhole cover
0:07:43 > 0:07:48and you could see there had been some fresh cement put around the seal
0:07:48 > 0:07:53to make it a better fit to stop any further accidents happening
0:07:53 > 0:07:56and a cigarette bin had been placed on top
0:07:56 > 0:07:59of that to stop anyone from walking on it whatsoever.
0:08:01 > 0:08:05A precious family holiday had turned into a nightmare.
0:08:05 > 0:08:09They claim the accident and Jack's injuries had a huge impact,
0:08:09 > 0:08:12making it impossible to enjoy the rest of their stay.
0:08:12 > 0:08:16I had to push him around in a wheelchair for four or five days.
0:08:16 > 0:08:17Yeah.
0:08:18 > 0:08:21We had to take it in turns to have room service,
0:08:21 > 0:08:23because he didn't want to go out in a wheelchair at night.
0:08:23 > 0:08:28The second week, we sort of managed to sort of get him to hobble around
0:08:28 > 0:08:31the complex. Unfortunately, all the water park and everything,
0:08:31 > 0:08:35we hadn't been in because no-one felt like using it,
0:08:35 > 0:08:38especially without your teenage son.
0:08:38 > 0:08:42I knew the holiday was ruined cos, like, I knew I wasn't going to recover.
0:08:42 > 0:08:45Like, instantly. I knew this was going to be like a two,
0:08:45 > 0:08:49three week thing I'm going to recover fully from. And it was.
0:08:49 > 0:08:51As soon as they got home,
0:08:51 > 0:08:53Pete began the process of claiming compensation
0:08:53 > 0:08:55for their ruined holiday.
0:08:55 > 0:08:59In his view, the hotel was responsible for the accident and he wanted to
0:08:59 > 0:09:03be reimbursed for the cost of a trip that none of them had been able to
0:09:03 > 0:09:06enjoy. But, in an e-mail to Pete,
0:09:06 > 0:09:09the hotel simply expressed regret that the accident had happened and
0:09:09 > 0:09:12claimed the place where Jack had climbed out of the pool
0:09:12 > 0:09:15was not an exit area for walking on.
0:09:15 > 0:09:19David Walker from the Royal Society for the Prevention of Accidents,
0:09:19 > 0:09:21which uses research from around the world,
0:09:21 > 0:09:25says that although the UK has very clear guidelines as to who is
0:09:25 > 0:09:28responsible for customer safety in public places,
0:09:28 > 0:09:31the lines can be far more blurred abroad.
0:09:31 > 0:09:32And, as a result,
0:09:32 > 0:09:37establishing who should take the blame if anything goes wrong can be tricky.
0:09:37 > 0:09:39It can be a minefield.
0:09:39 > 0:09:43As, in the UK, the safety regulations and laws are quite clear.
0:09:43 > 0:09:47When you walk into a hotel there is a whole series
0:09:47 > 0:09:51of advice and guidance and risk management to look after you.
0:09:51 > 0:09:55When you travel abroad it's very much country specific.
0:09:55 > 0:09:59And what you would expect in the UK is not always the case abroad.
0:09:59 > 0:10:04In an attempt to get someone to take responsibility for Jack's accident,
0:10:04 > 0:10:09Pete also complained to the holiday company sunshine.co.uk, but it said
0:10:09 > 0:10:11that, as per its terms and conditions,
0:10:11 > 0:10:14it had merely acted as an agent for the trip.
0:10:14 > 0:10:17And the responsibility lay with the individual suppliers,
0:10:17 > 0:10:19in this case the hotel.
0:10:19 > 0:10:22I couldn't believe it. Because I thought we had such a cast-iron case.
0:10:22 > 0:10:28Because we bought hotel, flight and transfer all under one payment.
0:10:28 > 0:10:30And we had a holiday rep, as well.
0:10:30 > 0:10:33And I think that's pretty much what a package holiday is.
0:10:33 > 0:10:38It's not until something went wrong that we realised it's not quite what it seems.
0:10:39 > 0:10:43But despite Pete having booked all of these elements of his trip through
0:10:43 > 0:10:48one company, sunshine.co.uk says that along with many other holiday
0:10:48 > 0:10:51providers, and as it is perfectly entitled to do,
0:10:51 > 0:10:54it makes clear in its Ts&Cs,
0:10:54 > 0:10:58that it doesn't provide package holidays and isn't therefore bound
0:10:58 > 0:11:00by the travel package regulations.
0:11:00 > 0:11:04And it's these details that David Walker says are key for you to check on
0:11:04 > 0:11:07when you're choosing who to book your next holiday with.
0:11:07 > 0:11:11It doesn't really matter, the style of holiday that you book,
0:11:11 > 0:11:13it's the nature of the relationship with the travel company which is
0:11:13 > 0:11:17important. Check, at booking, who you are booking with,
0:11:17 > 0:11:18and what the relationship is,
0:11:18 > 0:11:21and if it's covered by the package travel regulations.
0:11:21 > 0:11:23If you go more independently,
0:11:23 > 0:11:26you need to understand that if things go wrong
0:11:26 > 0:11:27you will be responsible for
0:11:27 > 0:11:31fixing them and the level of support will not be the same.
0:11:31 > 0:11:34Well, when we contacted sunshine.co.uk,
0:11:34 > 0:11:38it told us it's truly sorry to hear about this accident which it
0:11:38 > 0:11:41understands must have been stressful and frightening for Jack and his
0:11:41 > 0:11:44family. But it says its investigations have found that, at the time of the
0:11:44 > 0:11:49incident, maintenance work was being carried out in the hotel's water pump room
0:11:49 > 0:11:53and that caution signs were clearly visible on the path next to it.
0:11:53 > 0:11:56Of course, the family disputes that point,
0:11:56 > 0:11:58saying no signs were visible anywhere.
0:11:58 > 0:12:02Either way, the holiday company says that Jack climbed the rear wall of
0:12:02 > 0:12:07the pool against house rules which led him to the area under maintenance.
0:12:07 > 0:12:11While confident that Jack received the very best treatment and care from
0:12:11 > 0:12:14both the hotel staff and the local medical centre,
0:12:14 > 0:12:18the company went on to say its terms and conditions require customers to
0:12:18 > 0:12:21report any problems while they're still in the resort,
0:12:21 > 0:12:24rather than when they return home, as happened in this case.
0:12:24 > 0:12:28But it says it continues to discuss the matter with all parties
0:12:28 > 0:12:31and hopes to reach a satisfactory conclusion soon.
0:12:31 > 0:12:35We also contacted the Picalbatros Hotel Group
0:12:35 > 0:12:38which owns the Jungle Aqua Park Resort to see why,
0:12:38 > 0:12:41regardless of which part of the pool Jack climbed out of,
0:12:41 > 0:12:44such a hazard had been left so easily accessible.
0:12:44 > 0:12:46I'm afraid, it declined to comment.
0:12:47 > 0:12:51But Peter remains far from happy with the way all this has been handled,
0:12:51 > 0:12:55believing that the area around the pool simply wasn't safe for swimmers
0:12:55 > 0:12:58and that someone should be held accountable for that.
0:12:58 > 0:13:00His case is now with solicitors.
0:13:00 > 0:13:04On top of that, he'll be making extra sure that next time he books a
0:13:04 > 0:13:08holiday, he'll do it in a way that gives the protection that he needs
0:13:08 > 0:13:10should anything go wrong.
0:13:10 > 0:13:15It's sort of highlighted that maybe using a tour operator from
0:13:15 > 0:13:18the high street is probably a better route to go down.
0:13:19 > 0:13:22You know, it's something I'm never going to forget.
0:13:28 > 0:13:31Anyone who's had the pleasure of visiting some of the world's best-known
0:13:31 > 0:13:35attractions will know that such places very often come with a high price tag.
0:13:35 > 0:13:39And that anywhere that you eat or drink nearby is usually also going to
0:13:39 > 0:13:43have a higher than average price to just capitalise on the tourists who
0:13:43 > 0:13:44are soaking up the sights.
0:13:44 > 0:13:46And broadly speaking, I suppose,
0:13:46 > 0:13:50we do tend to accept that and may even think that the inflated cost is
0:13:50 > 0:13:54worth it so that we can enjoy the atmosphere of historic or beautiful
0:13:54 > 0:13:58surroundings. But how much of a premium is too much
0:13:58 > 0:14:02and when does it end up in rip-off territory?
0:14:02 > 0:14:06Well, one man who got in touch with us has very clear views on that.
0:14:06 > 0:14:09After dinner in one of the world's best loved cities
0:14:09 > 0:14:12ended up costing far more than he'd ever imagined.
0:14:13 > 0:14:15For many people, and I'm certainly one of them,
0:14:15 > 0:14:19eating out can be as much a part of a holiday as going to the beach or
0:14:19 > 0:14:20relaxing by the pool.
0:14:20 > 0:14:23And wherever there are throngs of tourists there'll be dozens of places
0:14:23 > 0:14:27to dine. With waiters enthusiastically trying to tempt you to one of their
0:14:27 > 0:14:30tables. But amongst the hundreds of restaurants on offer,
0:14:30 > 0:14:34finding the ones that offer good value local cuisine rather than meals
0:14:34 > 0:14:38that are eye-wateringly overpriced isn't always easy.
0:14:38 > 0:14:41So, when Gary Walton from Allenford went to Venice,
0:14:41 > 0:14:45he knew it's an expensive city where paying well over the odds is a very
0:14:45 > 0:14:47real possibility. So,
0:14:47 > 0:14:51he deliberately searched out somewhere cheaper to eat.
0:14:51 > 0:14:53We'd just come off of the Rialto Bridge.
0:14:54 > 0:14:56We were walking down through an alley,
0:14:56 > 0:14:58we saw the restaurant that we went into.
0:14:58 > 0:15:01And what attracted us initially was
0:15:01 > 0:15:05the pictures in the windows and the prices.
0:15:05 > 0:15:09From the information and figures he saw in the window, it seemed to Gary
0:15:09 > 0:15:13that the restaurant he'd settled on looked fairly reasonably priced.
0:15:13 > 0:15:17There was a huge plate of seafood which was about 12-15 euros,
0:15:17 > 0:15:18if I remember rightly.
0:15:20 > 0:15:22The mixed grill, which was about 10-12 euros.
0:15:23 > 0:15:27Tempted by both the food on offer and the prices,
0:15:27 > 0:15:30Gary and his wife went inside, got a table,
0:15:30 > 0:15:34and expecting to pay between 10-15 euros for each of their meals,
0:15:34 > 0:15:36as he thought was indicated in the window,
0:15:36 > 0:15:39they ordered a mixed grill and a fish platter.
0:15:39 > 0:15:44When the meal arrived it was a huge plate of food.
0:15:44 > 0:15:49And there was a big grin on my face because I thought, "Well...
0:15:51 > 0:15:55"..I'm not sure if I'm going to eat all of this but I'm going to give it a damn good go."
0:15:55 > 0:15:57Gary's plate was crammed with a 12oz steak,
0:15:57 > 0:15:59three different cuts of chicken, chorizo,
0:15:59 > 0:16:02a selection of sausages and a large portion of chips.
0:16:02 > 0:16:05His wife's plate was just as crammed with crab, lobster,
0:16:05 > 0:16:08prawns, scallops, and a selection of other fish.
0:16:08 > 0:16:11It was a banquet they both struggled to eat.
0:16:11 > 0:16:15But a nagging doubt about the cost of all that food remained throughout
0:16:15 > 0:16:18- the meal.- Based on the information we'd had previously,
0:16:18 > 0:16:23that Venice was expensive, plus what we had on our plates,
0:16:24 > 0:16:26I thought,
0:16:26 > 0:16:28"We're going to pay more than we're expecting for this."
0:16:28 > 0:16:31But, obviously, I wasn't quite expecting such a big bill.
0:16:33 > 0:16:37It was then Gary wished he'd asked more questions about the prices that
0:16:37 > 0:16:41he'd seen outside, because they were very different from the ones he was
0:16:41 > 0:16:43charged on the bill.
0:16:43 > 0:16:47And the total he ended up paying was much higher than the 50 euros or so
0:16:47 > 0:16:49he'd expected.
0:16:49 > 0:16:51We paid 345 euros, which,
0:16:51 > 0:16:55with the exchange rate at the time, worked out to £307.
0:16:57 > 0:17:00Unwilling to make a scene and ruin what had been a great meal,
0:17:00 > 0:17:03Gary and his wife paid the bill and left.
0:17:03 > 0:17:08But he later found out that the prices advertised in the window were
0:17:08 > 0:17:12not per plate as Gary had thought, and as you might expect in the UK.
0:17:12 > 0:17:15The cost of the fish and meat dishes were based on weight,
0:17:15 > 0:17:18with the bigger the portion the higher the price.
0:17:18 > 0:17:25I believe that some of these places charge you 10 euros per 100g of meat.
0:17:25 > 0:17:29Which would roughly work out to what we've ended up paying, to be honest.
0:17:29 > 0:17:34The couple had both had a hefty one and a half kilos of meat and fish
0:17:34 > 0:17:39each, which at 10 euros for 100g made their dishes 150 euros each.
0:17:39 > 0:17:43But they certainly hadn't asked for a serving that big.
0:17:43 > 0:17:47So, was the restaurant they'd gone to deliberately taking advantage of the
0:17:47 > 0:17:50fact that they hadn't understood its pricing?
0:17:50 > 0:17:52Well, a quick search online immediately established
0:17:52 > 0:17:55that plenty of other tourists had been caught out in the same way
0:17:55 > 0:17:58in a number of restaurants across Venice.
0:17:58 > 0:18:01Recently, a British tourist faced a similar scenario
0:18:01 > 0:18:05when he was presented with a 526 euros bill.
0:18:05 > 0:18:07And furious reviews and comments online
0:18:07 > 0:18:12reveal no shortage of people hit with bills they found hard to swallow.
0:18:12 > 0:18:16Some were paying as much as 700 euros for a few plates of food.
0:18:16 > 0:18:20The spate of complaints even prompted the mayor of Venice to suggest that
0:18:20 > 0:18:25it was the tourists who were to blame, for not understanding Italian or the Venetian dialect.
0:18:25 > 0:18:28But you might think a restaurant that genuinely wants to
0:18:28 > 0:18:33avoid its customers being confused and paying over the odds would explain its charges.
0:18:33 > 0:18:38After all, Gary says in his case the fact he couldn't speak Italian really was not the issue.
0:18:38 > 0:18:42I don't think learning the language would have helped me,
0:18:42 > 0:18:45because my understanding and the way the waiter spoke to me,
0:18:45 > 0:18:47the language barrier wasn't a problem at the time.
0:18:47 > 0:18:50We don't generally shy away from a place if it's a little bit more
0:18:50 > 0:18:56expensive but if the restaurant in question had advertised that it was
0:18:56 > 0:19:00going to cost me £150 for a mixed grill, I wouldn't have gone in.
0:19:01 > 0:19:05Another couple who feel they were taken advantage of by restaurant staff
0:19:05 > 0:19:07are Mike and Sue Butler from Wakefield.
0:19:07 > 0:19:10On a recent holiday to Lisbon they did their very best
0:19:10 > 0:19:13to avoid paying for more than they wanted.
0:19:13 > 0:19:17And yet they still ended up with a higher bill than they expected.
0:19:17 > 0:19:19We sat down at the table
0:19:19 > 0:19:22and noticed on the table itself,
0:19:22 > 0:19:26there was a huge plate of enormous cheeses and hams.
0:19:27 > 0:19:29And we just looked at one another and thought,
0:19:29 > 0:19:33I'm sure that those are not going to be free and they will cost a lot of
0:19:33 > 0:19:38money. So we asked him to take those away from the table.
0:19:38 > 0:19:44But Mike and Sue soon found out that ordering what they did want wasn't as simple as they'd have liked.
0:19:44 > 0:19:49He'd started to tell us about the fish specials, so we asked how much it would be
0:19:49 > 0:19:53and he said 40 euros for two people which we thought was a little bit pricey.
0:19:53 > 0:19:57So we declined and said, "No, we don't want the fish special."
0:19:57 > 0:20:00So then he tried to sell us the meat special.
0:20:00 > 0:20:03And, funnily enough, that was 40 euros for two people, as well.
0:20:03 > 0:20:08So we said, "No, thank you, can we just have a menu, please."
0:20:08 > 0:20:13The couple chose two glasses of local white wine which would usually cost around 2-3 euros a glass,
0:20:13 > 0:20:17plus a pork dish for Mike and a piece of fish for Sue.
0:20:17 > 0:20:20Each dish cost less than 15 euros.
0:20:20 > 0:20:24So, off he went and came back then and said,
0:20:24 > 0:20:29"Do we want potatoes and vegetables or chips and salad?"
0:20:29 > 0:20:32Nowhere on the menu does it say that this is extra.
0:20:32 > 0:20:34One assumed it was included in the price.
0:20:34 > 0:20:38So, we decided we'd have some to go with these meals.
0:20:38 > 0:20:42And off he went with our order.
0:20:42 > 0:20:45With money playing on their minds throughout the meal,
0:20:45 > 0:20:48the couple didn't enjoy it as much as they might have done
0:20:48 > 0:20:50and they were keen to get the bill and pay up.
0:20:50 > 0:20:53The waiter had put the bill down on the table.
0:20:53 > 0:20:56And my husband looked at it a little quizzical.
0:20:56 > 0:20:57And I said, "What's the matter?"
0:20:57 > 0:21:01He said, "Oh, I think they've brought us the wrong bill".
0:21:01 > 0:21:04But the bill he'd expected to be less than 50 euros had ended up
0:21:04 > 0:21:06significantly more.
0:21:06 > 0:21:08The wine was 10 euros a glass.
0:21:08 > 0:21:12And the extra items had brought the total to nearly 80 euros.
0:21:12 > 0:21:15And though Mike eventually got this down to 55 euros,
0:21:15 > 0:21:18the whole experience was thoroughly unenjoyable.
0:21:18 > 0:21:22So we asked the waiter to come across and started querying the bill.
0:21:22 > 0:21:26And the first thing he said was, "You said you wanted chips,
0:21:26 > 0:21:31"you said you wanted salad, and they're all individually priced."
0:21:31 > 0:21:33And we said, "Well, it doesn't say that on the menu,
0:21:33 > 0:21:37"and you didn't say that when we ordered our food."
0:21:37 > 0:21:38"Oh, but it is extra," he said.
0:21:38 > 0:21:39"It is all extra."
0:21:40 > 0:21:44But the couple didn't feel that that had been at all clear when they'd
0:21:44 > 0:21:49ordered. They did manage to reduce the bill slightly before paying and leaving.
0:21:49 > 0:21:52And were much relieved that they hadn't ordered any more extra.
0:21:52 > 0:21:57Or indeed touched that cheese platter that had been on the table when they arrived.
0:21:57 > 0:22:00But, just like Gary, their experience prompted them
0:22:00 > 0:22:02to look at reviews of the restaurant online.
0:22:02 > 0:22:07And, again, it was clear many other people's meals had ended up costing a lot more
0:22:07 > 0:22:09than they'd bargained for.
0:22:09 > 0:22:13When we looked at the reviews we were actually quite astonished
0:22:13 > 0:22:17at some of the prices that people had been charged.
0:22:17 > 0:22:20We'd got off quite lightly, really.
0:22:20 > 0:22:25Some of these people had been asked to pay extortionate prices.
0:22:25 > 0:22:27You know, several hundred euros,
0:22:27 > 0:22:30for food that they may have eaten
0:22:30 > 0:22:33but they'd not been told how much it would cost.
0:22:35 > 0:22:38The uneasy feeling that you might potentially be ripped off while in a
0:22:38 > 0:22:43restaurant on holiday, is one we know many of you are familiar with through
0:22:43 > 0:22:44all your e-mails and letters.
0:22:44 > 0:22:49Which is why this travel blogger recommends avoiding eating in the places
0:22:49 > 0:22:52very obviously aimed at tourists
0:22:52 > 0:22:54and find out instead where the locals go.
0:22:54 > 0:22:56So, when looking for places to dine abroad,
0:22:56 > 0:22:58I would really recommend that you scout for locals.
0:22:58 > 0:23:02And this could be as easy as walking into a local convenience store and
0:23:02 > 0:23:05asking for advice on the best restaurant that you could dine in.
0:23:05 > 0:23:09Locals are usually more than happy to offer their advice on their city,
0:23:09 > 0:23:11on places to eat, where to get the best views of the cities
0:23:11 > 0:23:15and just where to really experience that city that you are in.
0:23:15 > 0:23:20But she also recommends making yourself aware of the most common ways that
0:23:20 > 0:23:22some restaurants may add extras to the bill.
0:23:22 > 0:23:27So, while abroad, there are a number of hidden charges that tourists and customers
0:23:27 > 0:23:28are completely unaware of.
0:23:28 > 0:23:30An example of this could be,
0:23:30 > 0:23:33water on the table on your entrance to the restaurant.
0:23:33 > 0:23:36You may think that the water on your table is actually complimentary to
0:23:36 > 0:23:40your meal, but a large number of times it's actually an additional cost to your meal.
0:23:40 > 0:23:43So it's really important to be quite vigilant and to always ask
0:23:43 > 0:23:45if you're unsure.
0:23:46 > 0:23:48Back at home in Allenford,
0:23:48 > 0:23:52Gary is still smarting at having to pay £307 for a meal that he thought
0:23:52 > 0:23:54would cost a quarter of that.
0:23:54 > 0:23:57But, after his experience, he's sure of two things.
0:23:57 > 0:24:02One, that the same thing will never happen again, but also, sadly,
0:24:02 > 0:24:04that he won't be returning to Venice.
0:24:04 > 0:24:07It's the most expensive meal I've had and will ever have.
0:24:07 > 0:24:10This whole experience has left a sour taste in my mouth
0:24:10 > 0:24:12and it would put me off going back to Venice.
0:24:19 > 0:24:24Our annual pop up shop returned to Manchester's Trafford Centre with our team
0:24:24 > 0:24:28of experts once again ready to help tackle all your travel woes.
0:24:28 > 0:24:32This year we were joined by travel writer Emma Coulthurst,
0:24:32 > 0:24:35who was horrified by the story that Betty and her friend Kath came to
0:24:35 > 0:24:39share with us about unwelcome guests at the apartment that they'd rented
0:24:39 > 0:24:40on the Costa Del Sol.
0:24:40 > 0:24:44We all settled in and then all of a sudden
0:24:44 > 0:24:48we heard this screaming, "No, no!"
0:24:48 > 0:24:52So everybody jumped out of their rooms.
0:24:52 > 0:24:56And my daughter, who was one of the party,
0:24:56 > 0:25:00came running through screaming, "No, no, no!"
0:25:00 > 0:25:06And she'd got a cockroach climbing up her curtain in her room.
0:25:06 > 0:25:11And then we heard the boys next, crying out.
0:25:11 > 0:25:14And when we went in there there was a cockroach climbing over...
0:25:14 > 0:25:17There was two, running on the bed.
0:25:17 > 0:25:19The apartment was infested.
0:25:19 > 0:25:22And while the next day the rep did come and spray everywhere,
0:25:22 > 0:25:24Betty and her group wanted to move completely.
0:25:24 > 0:25:29I said, "Look, I'm not really very happy about all this."
0:25:29 > 0:25:33We've had one of the worst nights you could ever think.
0:25:33 > 0:25:35So, she said, "Well, you know,
0:25:35 > 0:25:41"when you book to come to Spain and places like this, you should expect cockroaches."
0:25:42 > 0:25:48They were offered new accommodation, but as it was some distance away they decided to stay put.
0:25:48 > 0:25:52Once home, however, Betty raised a complaint with her travel agent
0:25:52 > 0:25:57and in response received a cheque for £75, plus a voucher.
0:25:57 > 0:25:59But she doesn't feel that's anywhere near enough.
0:25:59 > 0:26:04And Emma thinks there may yet be a way for Betty to take her complaint further.
0:26:04 > 0:26:12Package regulations 1992, and they say that a tour operator must provide a holiday
0:26:12 > 0:26:15to a reasonable standard
0:26:15 > 0:26:19and an enjoyable experience which is free of distress.
0:26:19 > 0:26:23Thankfully, the company that you went with is a member of ABTA,
0:26:23 > 0:26:24the Association of British Travel Agents.
0:26:24 > 0:26:27What I would recommend you do, if you haven't already,
0:26:27 > 0:26:29is to speak to them.
0:26:29 > 0:26:31They will take up your case and look at it.
0:26:31 > 0:26:35They need to check that their member has adhered to that code.
0:26:35 > 0:26:38Hopefully, that will bring you some sort of solution.
0:26:38 > 0:26:44Well, following that advice Betty did take her complaint to ABTA who found in her favour.
0:26:44 > 0:26:49And she went on to receive half the cost of the holiday back, a total of £600.
0:26:49 > 0:26:50Another great result.
0:26:51 > 0:26:56And over in our Gripes Corner, several of you came to us with the same complaint,
0:26:56 > 0:26:59one that I'm sure is going to strike a chord with a lot of you.
0:26:59 > 0:27:03Something that really gets on my nerves is the price of flights and
0:27:03 > 0:27:06holidays when it's the school holidays.
0:27:06 > 0:27:11But now parents are being penalised for taking children out of school in
0:27:11 > 0:27:15term time. This is something that seriously needs addressing.
0:27:15 > 0:27:19We were looking at a holiday during the time when I was at school
0:27:19 > 0:27:21but then we looked at when I was off school
0:27:21 > 0:27:26in the half term and the prices went up so much that we couldn't afford it.
0:27:26 > 0:27:29It made me feel quite upset because I couldn't go on this holiday
0:27:29 > 0:27:31that I'd been looking forward to all term.
0:27:37 > 0:27:39Still to come on Rip-Off Britain,
0:27:39 > 0:27:44the big name in holiday rentals that's left homeowners to sort out the mess
0:27:44 > 0:27:47when their property has been trashed by guests.
0:27:47 > 0:27:48The toilets were all blocked.
0:27:48 > 0:27:50And the house is unusable.
0:27:50 > 0:27:55But when it comes down to the wire, they really don't care.
0:27:58 > 0:28:03Now, our travel expert Simon Calder is full of the secrets to save you money on your travels.
0:28:03 > 0:28:06He's also full of tips on everything from how to avoid
0:28:06 > 0:28:10the crowds to the best way to steer clear of those tourist traps.
0:28:10 > 0:28:12This time, it's to tip or not to tip.
0:28:16 > 0:28:18A meal, a taxi ride, an ocean cruise.
0:28:18 > 0:28:21You have to tip for all of those, don't you?
0:28:21 > 0:28:24Or do you? Well, before I answer that,
0:28:24 > 0:28:26my first tip is to forget completely
0:28:26 > 0:28:32the very British assumption that you should always tip 10%.
0:28:32 > 0:28:33It might work here...
0:28:33 > 0:28:35Thank you very much.
0:28:35 > 0:28:38But abroad it's almost always wrong.
0:28:38 > 0:28:43Indeed, for a typical meal in France, Spain, Portugal, Italy or Greece,
0:28:43 > 0:28:45you may not need to leave anything at all.
0:28:45 > 0:28:50On a 30 euro lunch bill I might, if the service is really good,
0:28:50 > 0:28:52tip a couple of euros.
0:28:52 > 0:28:56But you can feel comfortable about not tipping at all.
0:28:56 > 0:29:00When it says on the bill, service compris, or tout compris, it means it,
0:29:00 > 0:29:02service really is included.
0:29:02 > 0:29:06- Merci, monsieur.- But it's not just how much you leave that can cause
0:29:06 > 0:29:11confusion, in some countries just who you leave the tip with is just as important.
0:29:11 > 0:29:15In Hungary, if you decide to tip, you should give the money
0:29:15 > 0:29:16straight to the waiter.
0:29:16 > 0:29:18Don't leave it in the saucer.
0:29:18 > 0:29:19Thank you.
0:29:20 > 0:29:22Whereas in Japan and Korea,
0:29:22 > 0:29:26leaving cash in the dish may cause consternation.
0:29:26 > 0:29:29You might even find the waiter tries to give you your money back.
0:29:29 > 0:29:33I've been chased down the street in the South Korean capital Seoul because
0:29:33 > 0:29:36the waiter thought I'd left too much money.
0:29:37 > 0:29:41But in the States, if you find yourself in the same situation,
0:29:41 > 0:29:45it will be because you made the huge mistake of not leaving enough.
0:29:45 > 0:29:50In the US the recommended percentage is ratcheting up, with some
0:29:50 > 0:29:55restaurants suggesting 18%, 20% even 25% and,
0:29:55 > 0:29:59while it's never been traditional to add a service charge,
0:29:59 > 0:30:01some restaurants have started doing that.
0:30:01 > 0:30:05So check your bill carefully to make sure you don't tip on top of the tip.
0:30:09 > 0:30:13And you'll find yourself on even shakier ground on board cruise ships
0:30:13 > 0:30:20where passengers are strenuously encouraged to tip typically around £10 per person per day.
0:30:20 > 0:30:24But you can opt-out of paying the stipulated charges.
0:30:24 > 0:30:28Tell the reception desk you don't want the gratuities added to
0:30:28 > 0:30:30your onboard account. That way,
0:30:30 > 0:30:35you'll be able to reward excellent service after you've received it -
0:30:35 > 0:30:37which is the whole point of tipping, isn't it?
0:30:41 > 0:30:44Now of all the different ways to book and stay in accommodation right
0:30:44 > 0:30:48round the world, one in particular has taken the whole industry by storm:
0:30:48 > 0:30:53Airbnb, where homeowners rent their properties to holiday-makers direct
0:30:53 > 0:30:55through a website and, undoubtedly,
0:30:55 > 0:30:58it's given tourists many more options for a lot less money.
0:30:58 > 0:31:03And for the owners, as well as the obvious benefit of earning some extra cash,
0:31:03 > 0:31:07also there's the reassurance that should any damage occur Airbnb's
0:31:07 > 0:31:09insurance policy will cover the cost.
0:31:09 > 0:31:12But for one homeowner, who got in touch with us,
0:31:12 > 0:31:15the promises made for that guarantee rang rather hollow,
0:31:15 > 0:31:19because when he needed it the most that protection fell short,
0:31:19 > 0:31:22which has had implications not just for his own pocket,
0:31:22 > 0:31:25but for the price he now has to charge his future guests.
0:31:28 > 0:31:32Thousands of people in the UK are lucky enough to own a holiday home,
0:31:32 > 0:31:34many of them in sunnier climes.
0:31:34 > 0:31:36But with such a big investment,
0:31:36 > 0:31:39you want to know that, if you choose to let out your property, you're not
0:31:39 > 0:31:42going to be left with an expensive headache
0:31:42 > 0:31:44if someone leaves it damaged.
0:31:44 > 0:31:46So chances are, if you do rent out your home,
0:31:46 > 0:31:50you'll do it through a big name that offers protection for just that
0:31:50 > 0:31:51situation.
0:31:55 > 0:31:58Which is exactly what Chris Chambers and his wife Dawn did.
0:31:58 > 0:32:02They loved Florida so much they decided to buy a house over there,
0:32:02 > 0:32:08but the only way they could afford to keep it on is by renting it out on Airbnb.
0:32:08 > 0:32:10Our villa in America means everything to me,
0:32:10 > 0:32:16it's something I'd always dreamed of and when I managed to get it,
0:32:16 > 0:32:18it was absolutely fantastic.
0:32:20 > 0:32:24The couple use a management company to look after the property when
0:32:24 > 0:32:28they're not using it and although they advertise on a number of websites,
0:32:28 > 0:32:32Airbnb had particularly appealed because of the extra protection
0:32:32 > 0:32:35guarantees it offers to hosts.
0:32:35 > 0:32:39One of the things that really impressed us was the fact that
0:32:39 > 0:32:44they have a host guarantee and the ability to
0:32:44 > 0:32:48put a damages deposit on to guests staying at your property.
0:32:48 > 0:32:52So it's a distinct advantage, when you sign up to Airbnb,
0:32:52 > 0:32:54that, erm,
0:32:54 > 0:32:59should the worst happen and somebody makes a mess of your home,
0:32:59 > 0:33:01that there'll be somebody there to help you and
0:33:01 > 0:33:04cover the costs of that damage.
0:33:05 > 0:33:09The couple have rented their property a number of times through Airbnb
0:33:09 > 0:33:10without any problems,
0:33:10 > 0:33:15but in April 2017 I'm afraid one stay went disastrously wrong.
0:33:15 > 0:33:22The phone goes and it's the lady from my management company in Florida.
0:33:22 > 0:33:27She's in a bit of a state and she's rung me to tell me that the house has
0:33:27 > 0:33:29been left in a terrible mess.
0:33:29 > 0:33:31The toilets are all blocked,
0:33:31 > 0:33:36there's human excrement in the baths and on the floor.
0:33:36 > 0:33:38It was just the worst news ever.
0:33:38 > 0:33:41Well, worse still,
0:33:41 > 0:33:45the next guests were due to arrive in a couple of hours and Chris was
0:33:45 > 0:33:47thousands of miles away.
0:33:47 > 0:33:51Luckily, the management company managed to find somebody who could
0:33:51 > 0:33:53come and look at the toilet.
0:33:54 > 0:33:57Once the blockage was cleared,
0:33:57 > 0:34:01the management company had arranged for a team of cleaners to go in.
0:34:01 > 0:34:03I can't imagine the job they had to do.
0:34:05 > 0:34:09It cost Chris over 1,300 to get the job fixed,
0:34:09 > 0:34:13but he was confident that Airbnb's host guarantee would help him
0:34:13 > 0:34:19get that money back as it promises to reimburse eligible claims up to £600,000.
0:34:19 > 0:34:23So he registered the complaint within the initial timescale set
0:34:23 > 0:34:26and sent the relevant documents requested,
0:34:26 > 0:34:29but the company came back with a further response.
0:34:29 > 0:34:32They wanted clarification on the
0:34:32 > 0:34:35invoice and they wanted clarification on who'd actually
0:34:35 > 0:34:37unblocked the toilet.
0:34:37 > 0:34:43The slightly frustrating bit was that they closed the e-mail with
0:34:43 > 0:34:47"Provide it within 24-hours or we will close the case."
0:34:47 > 0:34:51Airbnb wanted more details about the work carried out,
0:34:51 > 0:34:54including proof that the plumber hired to fix the problem
0:34:54 > 0:34:57was registered as an approved tradesman.
0:34:57 > 0:35:02I spoke to the plumber and he told me that he wasn't registered as a
0:35:02 > 0:35:04plumber in Florida.
0:35:04 > 0:35:07They said that as the guy wasn't registered,
0:35:07 > 0:35:12they couldn't take his testimony that the blockage was caused by that guest.
0:35:12 > 0:35:15They couldn't believe what he was saying.
0:35:15 > 0:35:17And therefore, closed the claim.
0:35:18 > 0:35:21Although the plumber fixed the problem immediately,
0:35:21 > 0:35:25because he was someone the management company had found at short notice to
0:35:25 > 0:35:28do the job, rather than a state registered plumber,
0:35:28 > 0:35:33Airbnb didn't recognise his credentials. That meant that the guarantee
0:35:33 > 0:35:36that Chris was relying on simply wasn't going to give him the protection
0:35:36 > 0:35:38he'd expected.
0:35:40 > 0:35:43They clearly are happy to take the commission on any bookings,
0:35:43 > 0:35:48and they do find us bookings, but when it comes down to the wire,
0:35:48 > 0:35:50they really don't care.
0:35:51 > 0:35:53As far as Chris is concerned,
0:35:53 > 0:35:56the host guarantee that Airbnb offers is worth nothing
0:35:56 > 0:36:02and it's left him worried about how he can protect his home when letting it out in the future.
0:36:02 > 0:36:05He says the company's terms and conditions don't allow him to ask
0:36:05 > 0:36:09tenants for a security deposit that he could hold back,
0:36:09 > 0:36:13so he's entirely reliant on a guarantee that, the way he sees it,
0:36:13 > 0:36:15has already let him down.
0:36:15 > 0:36:19But Paula Higgins from the campaign group, Homeowners Alliance,
0:36:19 > 0:36:21has heard stories like this before
0:36:21 > 0:36:27and says it's important to realise the limitations of what Airbnb and other similar sites
0:36:27 > 0:36:30are offering if you use them to advertise your home.
0:36:30 > 0:36:31They're not a lettings agency,
0:36:31 > 0:36:35so they're not going to give you that full service and you're not paying for that.
0:36:35 > 0:36:38So it is really just getting you in touch with those customers
0:36:38 > 0:36:40or getting in touch with those tenants.
0:36:40 > 0:36:42So you do have to take responsibility.
0:36:42 > 0:36:46Derek and Josephine Wilson from London feel that this is something
0:36:46 > 0:36:47they found out too late.
0:36:47 > 0:36:52Like Chris, they supplement the running of their Florida villa
0:36:52 > 0:36:53by letting it out on Airbnb.
0:36:53 > 0:36:58It means an awful lot to us, we love it very much.
0:36:58 > 0:37:01We have to rent it out to be able to afford to keep it.
0:37:03 > 0:37:08But we do love it and we do our best to keep it as well-stocked with
0:37:08 > 0:37:11everything and in as good condition as we possibly can.
0:37:12 > 0:37:16The couple have advertised the property for rent using Airbnb
0:37:16 > 0:37:20while a local management company looking after the property between bookings,
0:37:20 > 0:37:24with a cleaner, will pop in to change the beds and put things straight.
0:37:24 > 0:37:28It all worked well until one day they got the call all holiday homeowners dread.
0:37:28 > 0:37:32I received a telephone call from our management company to say that
0:37:32 > 0:37:38the people that had just left our house had left it in a very bad way.
0:37:38 > 0:37:42That there had been burn marks on our brand-new furniture
0:37:42 > 0:37:47and also on the arm of the family room sofa, there was a burn mark.
0:37:47 > 0:37:50The carpets were stained, with what looks like coffee or beer had been
0:37:50 > 0:37:55tipped over them. There was litter and rubbish all in the house,
0:37:55 > 0:37:57strewn across the bedrooms.
0:37:58 > 0:38:00Josephine was devastated.
0:38:00 > 0:38:04Well, I thought they'd had a party there.
0:38:04 > 0:38:08I thought they'd all got very drunk and just had absolutely no respect
0:38:08 > 0:38:10or consideration for the property.
0:38:10 > 0:38:13That's what I thought. They didn't care who owned it.
0:38:13 > 0:38:18They didn't care who it belonged to or what was in there or how nice it is was.
0:38:18 > 0:38:22They just did whatever they wanted to do without an atom of
0:38:22 > 0:38:25respect or consideration for anybody else.
0:38:25 > 0:38:26That's what I thought.
0:38:27 > 0:38:29Every room needed a deep clean and sofa cushions
0:38:29 > 0:38:34that were damaged needed replacing, costing around £500.
0:38:34 > 0:38:36So just as Chris had,
0:38:36 > 0:38:41Josephine contacted Airbnb confident that the company's £600,000
0:38:41 > 0:38:46host guarantee would offer them the cover they expected at times like this.
0:38:46 > 0:38:49They'd said in their paperwork that they'd got the insurance,
0:38:49 > 0:38:52that obviously if I provided them with the evidence
0:38:52 > 0:38:55and the receipts of what we'd had to pay out,
0:38:55 > 0:38:58that there would be no problem in them reimbursing us.
0:38:58 > 0:39:03I didn't think we'd have any problem, if we honestly showed them the
0:39:03 > 0:39:08photograph of the damage, that they would be sympathetic and say,
0:39:08 > 0:39:10"Well, we are really sorry about this.
0:39:10 > 0:39:14"This does happen on occasions, but don't worry about it,
0:39:14 > 0:39:15"we will reimburse you."
0:39:16 > 0:39:20But this time, too, the response from Airbnb fell short of what had been hoped for.
0:39:20 > 0:39:23Although Josephine had sent all the receipts for the cleaning
0:39:23 > 0:39:27work and for the damage to the furniture and indeed backed it all up with
0:39:27 > 0:39:31photographs of the evidence, it seemed none of that was enough.
0:39:32 > 0:39:35They just wouldn't... They weren't going to pay out.
0:39:35 > 0:39:37They sent us...
0:39:37 > 0:39:40said because we hadn't done this or hadn't done that,
0:39:40 > 0:39:43we hadn't got the format right for the invoice
0:39:43 > 0:39:46from the furniture company,
0:39:46 > 0:39:52that under these circumstances that they wouldn't be taking the matter any further.
0:39:52 > 0:39:56Airbnb considered the case closed and despite a host guarantee
0:39:56 > 0:40:00that promised an unmatched level of protection in the travel industry,
0:40:00 > 0:40:02Josephine got nothing.
0:40:02 > 0:40:06Well, we spoke to Airbnb about both Josephine and Chris's cases.
0:40:07 > 0:40:11And the company told us that its original handling of these two incidents
0:40:11 > 0:40:15fell below the high standards it sets itself and they've contacted both
0:40:15 > 0:40:18property owners to apologise and offer support.
0:40:18 > 0:40:21The company reiterates that the host guarantee is there to provide peace
0:40:21 > 0:40:25of mind for its community and say that while such experiences are
0:40:25 > 0:40:29extremely rare, it's taking steps to ensure this doesn't happen again.
0:40:31 > 0:40:35In the meantime, to avoid finding yourself saddled with a big bill for
0:40:35 > 0:40:39property damage, Paula Higgins recommends that anyone who rents out
0:40:39 > 0:40:44holiday accommodation has their own insurance in place and does whatever
0:40:44 > 0:40:47checks they can on the people wanting to stay in their home.
0:40:47 > 0:40:51The important thing is to really choose who's going to rent out your
0:40:51 > 0:40:54property for you. Do not leave it to the sites.
0:40:54 > 0:40:57You have facilities to look at their reviews,
0:40:57 > 0:40:59so take advantage of all that.
0:40:59 > 0:41:02Make sure that their identity is verified properly.
0:41:02 > 0:41:03So use those tools,
0:41:03 > 0:41:07don't rely on just accepting any booking that comes your way because it
0:41:07 > 0:41:08could go badly wrong.
0:41:10 > 0:41:11But for now, after what happened,
0:41:11 > 0:41:16Josephine and Derek have taken their Florida home off Airbnb,
0:41:16 > 0:41:19unwilling to take the risk that the company's guarantee might let them
0:41:19 > 0:41:20down yet again.
0:41:21 > 0:41:24I think their insurance is misleading
0:41:24 > 0:41:26the way that they put it down in paper.
0:41:26 > 0:41:28Everybody thinks, "Well,
0:41:28 > 0:41:32"I'm OK if I rent my property through them, and if anything goes wrong
0:41:32 > 0:41:35"they're covered, we're not taking a security deposit,"
0:41:35 > 0:41:40but then this insurance surely would be as good as if not better.
0:41:41 > 0:41:44And I think that,
0:41:44 > 0:41:46basically, it's not worth the paper it's printed on.
0:41:53 > 0:41:57The truth is that Rip-Off Britain wouldn't be here without your stories
0:41:57 > 0:41:59and we've got plenty of ways you can get in touch.
0:41:59 > 0:42:05You can send us an e-mail to...
0:42:05 > 0:42:09Or you write to us at...
0:42:15 > 0:42:18But please do not send original copies of any documents
0:42:18 > 0:42:22and even if you haven't a story you'd like us to investigate,
0:42:22 > 0:42:25you can always join in the conversation on our Facebook page.
0:42:25 > 0:42:28Just search BBC Rip-Off Britain.
0:42:32 > 0:42:33Well, as our stories today have shown,
0:42:33 > 0:42:37although your holiday is supposed to be a time for relaxing,
0:42:37 > 0:42:41sometimes as a tourist you can really feel under siege with everyone
0:42:41 > 0:42:42wanting a bit of your money,
0:42:42 > 0:42:44but not always giving you very much in return.
0:42:44 > 0:42:47And with so many demands on your cash,
0:42:47 > 0:42:50and certainly no shortage of people all hoping that you're going to spend
0:42:50 > 0:42:54it with them, it really can be very disappointing if you end up thinking
0:42:54 > 0:42:57that you have not been looked after in the way that you should have been.
0:42:57 > 0:43:00And more over, that you've been left out of pocket as a result.
0:43:00 > 0:43:02Not a good position to be in.
0:43:02 > 0:43:05Well, if that has ever happened to you, and not just on holiday, then do,
0:43:05 > 0:43:07please, get in touch. We really,
0:43:07 > 0:43:10really would love to hear from you and yours could be one of the stories
0:43:10 > 0:43:12we investigate on a future programme.
0:43:12 > 0:43:14For now though we're right out of time,
0:43:14 > 0:43:16but we've loved having you with us today,
0:43:16 > 0:43:17and we'll see you again very soon.
0:43:17 > 0:43:21But for now though, from all of us on the team, bye-bye.
0:43:21 > 0:43:22- Goodbye.- Goodbye.