Kiwi family in dispute with Coastal Holiday Rentals over deposit

A Kiwi family claim a Gold Coast holiday booking agency won’t refund money for a trip they are unable to take. But the company say it’s not that simple.

A KIWI mum and family are in a stoush with a Gold Coast holiday booking agency, claiming it will not refund money paid for accommodation even though they can’t fly into the country.

Dianne Olive, 60, of Christchurch, and 12 family members booked in late February with Coastal Holiday Rentals to stay in a luxury Broadbeach home on August 23-31.

But due to the pandemic killing international travel, the Olive family are unable to come.

The family claims they paid a deposit of $1200 on a $4330 seven-night stay.

Mrs Olive said she spoke to the booking agency and they would not refund their deposit.

“She said the property is here available for you,’’ Mrs Olive said.

But Coastal Holiday Rentals said the family had been offered eight alternatives, including future credit and claimed the booking was also handled by HomeAway, which holds the deposit.

The Olive family during a trip to the Gold Coast last year. Photo: Supplied.

Mrs Olive has complained to the Office of Fair Trading (OFT) which said some providers had short-term COVID-19 policies within terms and conditions that consumers should check.

Mrs Olive said Coastal Holiday Rentals said it could offer a six-month extension “which would cost $200 to change”.

“(They) sent us the terms of conditions of the rental agreement and said we can’t get our money back,’’ Mrs Olive said.

The Olive family forwarded emails from Coastal Holiday Rentals showing the family was offered a date change.

“Dates can only be moved once,” the email reads.

But the Olives would not settle for a change due to not knowing when they would fly again.

A Coastal Holiday Rentals spokesperson said they had given the family eight options since February which had been “refused” and offered to move dates, give a credit, or cancel for a partial refund from HomeAway.

“What has been offered is what the Office of Fair Trading and ACCC advised,” the representative said, adding Mrs Olive’s complaint to the Department of Fair Trading and ACCC was dismissed.

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“Mrs Olive has not booked with Coastal Holiday Rentals, her booking is with HomeAway website. Coastal Holiday Rentals does not hold Mrs Olive’s deposit. HomeAway, the company she booked with, currently has her funds.

“The amount HomeAway holds in their account for this guest is AU$1,195.00. There is no balance of rental to be taken from the guest’s account.”

Mrs Olive say they were “unaware of the third party at the time of paying”.

Coastal Holiday Rentals added: “The guest refuses to cancel her booking, take a credit, or move her dates and instead responds with demands for a full refund.

“I have done everything possible to help and all options as suggested by (the) Department of Fair Trading have been refused.

“Ninety-five per cent of our other customers have been wonderful and happily taken a credit voucher anor moved their dates.”

HomeAway was contacted for comment but did not respond.