Peace and luxury after a harrowing bereavement have been all a pair have been on the lookout for after they rented a villa on the Greek island of Paxos. But their keep become a freezing ordeal.

Unable to face the dearth of heat bedding and scorching water any longer Phil and Linda Jones minimize quick their 10-day keep in early May.  

Fortunately, they discovered various lodging and a heat welcome from one other Paxos host, Vasia Villa. But again dwelling they have been nonetheless out of pocket, in order that they contacted Crusader.   

++ If you have been affected by this concern or really feel you have been a sufferer of injustice, please contact client champion Maisha Frost on maisha.frost@express.co.uk ++;

The first rental was by Booking.com, a trusted channel the pair had efficiently used many occasions earlier than. Others with an element within the vacation settlement have been the native agent for the villa, a part of a bunch of properties, and the precise proprietor.

A full £2,371 fee with a no-cancellation situation was required upfront.  “We found this a bit unusual but needed the break so went ahead,” says Phil. “After arriving it became apparent essentials and extras promised were missing. 

“The coffee maker was broken and there was no microwave as advertised. The shutters in the bedroom were locked so we could not use the balcony. There was no way to play a DVD, CD or the radio - and when connections were supplied they were unusable. 

“Nights can be cold there in spring, but the bed had just a top sheet and a thin bedspread,” provides Linda. “We tried using a sofa throw, but it wasn’t enough. 

“The water went from cold to lukewarm and then cold again. We had no control over the temperature and there seemed no willingness to sort the problems.”

Losing coronary heart after three days the Joneses decamped to the Vasia. “It delivered what it promised and the owner was extremely helpful,” says Phil.

However, he and Linda have been upset with Booking.com’s first response to their criticism – a refund of 260 Euros (£222).

But after we described the wretched service the couple had acquired, this was elevated giving them a seven-night refund which they think about far fairer.

Booking.com commented: “If a customer ever shows up to a property and it does not meet their expectations, our customer service team is on hand 24/7 to advocate on their behalf. In this instance, to apologise for this experience, we have offered the guest a full refund for the unused nights as a gesture of goodwill.”

[The couple’s names have been changed]