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Jo C.
Jo C., Barrister
Category: Law
Satisfied Customers: 32086
Experience:  Over 5 years in practice
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I am experiencing a problem with cancelling a booking

Customer Question

I am experiencing a problem with cancelling a booking for a holiday cottage as follows:-
I googled on line for a cottage in Northumberland near the Holy Island and found a cottage with Haven Cottages and sent a payment through of £545.00 on the 19th of April- the week booked was from the 30thMay - 5th of June. I received a booking from Haven Cottages by e mail and it was a Contract with them. I have unfortunately had to cancel this booking due to the cottage on further inspection not being suitable for my disabled husband. I was referred to Web Cottages and was told that their cancellation policy did not allow for any refund but this had to be claimed back through my insurance policy. When I spoke to Eileen of Web Cottages she did try to offer other accommodation, but this was not in the same area we had requested. My question is this, if the booking form which is the only form I received from Haven Cottages not Web Cottages states that there is a cancellation fee of 50% payable if a cancellation is received within 42 days of the cancellation, which of course is correct in my case. Can they say that because it was booked through the web site, i.e. Webb Cottages, that their cancellation applies, even though I did not receive a contract from them, only as explained above from Sunhaven cottages. I look forward to your advice
Submitted: 2 years ago.
Category: Law
Expert:  Joshua replied 2 years ago.
Hello and thank you for your question. I will be very pleased to assist you. I'm a practising lawyer in England with over 10 years experience.

For the avoidance of doubt to ensure I understand correctly, the booking was made through Haven which provides for a 50% refund if cancelled 42 days prior to the booking. Is this correct please? You paid Haven the deposit?

From what I understand Webb Cottages which is presumably either another agent or the owner claim their cancellation policy is non refundable at any time?

Finally do you know if they are readvertising the property for rental and whether there has been any interest?
Customer: replied 2 years ago.


thank you for your reply, I received a e mail from Haven Cottages on the 20th of April, thanking me for my booking with Haven Cottages via their partner Web cottages, and confirming the reservation. I also received a booking form from Haven Cottages with a reference No. giving details of the booking and also the cancellation conditions. I have not been back in touch again, to find out if the cottage has been let.


Expert:  Joshua replied 2 years ago.
My sincere apologies for the delay in reverting to you over the bank holiday weekend. May I continue to assist you with this?
Customer: replied 2 years ago.

I have today written to Haven Cottages to see if the cottage had been let out for the period of my cancelled booking i.e. 30th May to 6th of June and will let you have this information as soon as its to hand. Anne Oughton

Customer: replied 2 years ago.


I have just received an e mail from the owner of the cottage, and she has confirmed that the cottage has not been let. This leaves me with the question of the cancellation fee charged as outlined in my first message. i.e. that there is a dispute as to who the booking was made with either Webb Cottages or Sunhaven, who have a 50% charge for cancellation. I would like your advice on this.

Thank you