French treehouse refused entry.

[lunaraine]

Hi,

we travelled to France via Brittany ferries last week, but due to the weather, the ferry could not dock for 7 hours past our eta. We had booked a night in a treehouse. Fully paid for and also paid for 3 food baskets and a bottle of bubbles.

The ferry ppl rang the treehouse ppl to explain we were stuck aboard and would be late, and the treehouse ppl said they would not allow us in and would not refund any of the money. We spent most of our holiday fund on this one night for a surprise for our 3 children. We ended up with no where to stay when we finally docked and no money to pay for another hotel.

What can we do? Can we force them to give us at least some of it back, even just the food and drink? Afterall, it did not state in any of the booking details that you could be refused entry. The ferry customer service who rang for us, said they were very unpleasant and did not believe she was calling from Brittany ferries. Said we were just a 'no show'.

Thank you for any advice.

[sunny-dave]

Travel Insurance - should cover you for loss due to delays ?

[bednobs]

your travel insurance should cover it - check your policy

[Prudie]

Can you see if it's covered by your travel insurance? What time would you have arrived if they had agreed to let you in?

[lunaraine]

*sigh* well that is the crux of it, I should have mentioned I did not take any insurance out. Foolish in the extreme, I know.

Would that be the only thing this hangs on? Can they really refuse entry without telling us it was even a possibility? We would have arrived at about 9pm. I just feel it is an appalling way to treat a family (I have worked in hotels and would never have done this to someone when they had no control on the circumstances). They knew we had three young children too.

[Mamyalynne]

They are frankly being most unfair, travel arrangements are often subject to delays and 9pm is not the middle of the night. Find their parent company/managing director and go to the top.

[lunaraine]

Just looked at our home insurance policy and it includes worldwide travel. Is that likely to cover us?

[sunny-dave]

What was the latest check-in time (if any) quoted in the booking confirmation ?

[Maydup]

There's no reason to refuse you entry at 9pm. That should be your complaint to them in writing and to the highest person possible. As recompense you should ask for a refund on all of your costs including the accomodation you had to seek in place of the treehouse.

What did you all do in the end that night?

[DTCwordfan]

worth a try - given how they word it.

Bit miz(erable) of the treehouse ppl and I would be tempted to write to them and say that you are publishing a review of their treatment of you in the Brit press, given that the Ferry Co (Brittany?) phoned ahead to warn them.

[Maydup]

^^^ Whatever the check-in time was stated as, 9pm is not unreasonable.

[lunaraine]

The last time slot was 6.30pm, but there was nothing to say you could not arrive later. They are not owned by anyone, I think the ferry ppl spoke to an owner. I had an email days later saying we could have the night later in the year, but we cannot afford the ferry costs again. We can't have another holiday, let alone for one night!

In the end we started the drive down to the south to stay with family. Myself and two of my son's were really ill on the ferry as the crossing was so bad.

[Graham-W]

My sister has just booked a tree-house in France (possibly the same one) and the latest arrival time is 18.30 as the staff go home then and there would be no-one to show you the accommodation. I know that's of no help, but that's the reason they gave my sister.

[lunaraine]

I understand staff go home, I myself have stayed into the early hours to meet guests who have booked in but cannot get to the hotel till 2am! 9pm is not unreasonable surely? It cost us more than 300 euros up front for this!

[craft1948]

I would write to the local mayor............it's amazing whay he can do.

[craft1948]

^ what even.

[lunaraine]

OOh, and the treehouse issue not free till late autumn now either and they close in October.

[dzug2]

Travel insurance is unlikely to help - it normally kicks in after a 12 hour delay. But check your small print, it may be different

[boxtops]

It must be owned by someone, we mean the site not the individual tree house - who do the staff work for?

Is it one of these? http://www.keycamp.co...omes/tree-houses.html

[lunaraine]

Morning, it is vallee du Pratmeur, in quintisic. There are a few treehouses on site, and a hotel and other camping things. I think it is all owned by one person, rather than individual owners.

[albaqwerty]

Just a thought, did you pay by credit card? They might be able to help as well.