The Crusader: Payment justice for holiday flat customer after bullying owner

A holiday rental flat's faulty front door lock was the start of a wretched experience for a family who were then they say subjected to a bullying onslaught by the property's owner.

The Spencer family ended their stay hundreds of pounds out of pocket and the outrageous treatment they received was out of all proportion to the concern they raised, mum Marion Spencer told Crusader.

++ If you've been affected by this issue or feel you've been a victim of injustice, please contact consumer champion Maisha Frost on maisha.frost@express.co.uk ++;

The apartment they had reserved in northern Spain was through agent Booking.com. "When we arrived the lock wouldn't work at first and took 20 minutes before we could enter. After we managed the door locked and we could not get out easily, there was clearly an issue of the bolts sticking. The apartment was on the fourth floor with no other escape route. We were so afraid of being stuck we left the door ajar which made us feel even more unsafe," Marion explained.

When the family did the right thing and contacted the owner who did not live in the area, he refused any refund if they left. "He was very threatening," says Marion. Booking.com confirmed a refund was in order and the family left immediately forking out for a week's emergency accommodation.

When the agent contacted the owner "he denied there had been a problem," Marion added. "But when I was in touch with Booking.com again this time the offer was different - 15% compensation only. I have tried many times to contact the company with no success. The offer has been reduced now to £21 (24 euros).

"The owner messaged us saying 'you have caused enough trouble stop causing more', we felt really intimidated."

Marion was also keen to point out that the family was a loyal customer of Booking.com and never had a problem before. "It was only the lock that was the problem but we could have done without this experience."

Crusader took the matter up with Booking.com which we have also found fair in responding to customer problems. As the agent it does not have direct liability, however The Spencers have now received a full £750 credit for their stay.

Booking.com said: "The safety of our customers is our highest priority. We apologise for the delay processing the refund."

"It is a credit to our account which we are happy with as we trust Booking.com and will be a customer again," responded Marion.

[names have been changed]

Currys joins Fair for You loan card scheme helping financially excluded

Currys is the latest retailer to accept charity-backed, not for profit shopping card loan provider Fair for You (FfY) that enables the financially excluded to spread the costs to buy essential tech. For those juggling a shock bill or whose fridge has packed in, but don't have access to a credit card, this "hand up" could be the solution. Currys joins other major names such as Argos and Iceland Foods. A FfY loan provides £350 loaded on to a pre-paid Mastercard. The majority of its customers are women with families. www.fairforyou.co.uk/shopping-card