Warning For Villa Owners
“Attention! Villa Owners, Holiday Representatives and Holiday Agencies”
This bulletin contains ONLY THE FACTS
Case Reference: Victoria (Vicki) and Andrew Trendell, Trevallion Tippetts Tregony Truro Cornwall TR2 5SX
Andrew Trendell is a director of AJT CONSTRUCTION LIMITED Trevallion Tippetts Tregony Truro Cornwall TR2 5SX
This was received recently from client of AJT C0nstruction.
My friend found this article. I recently purchased a home from AJT Construction Limited – Andy Trendell and with over 80 things wrong with my home he has turned from a nice bloke into and aggressive person. My windows aren’t even sealed in outside.
Can you help put me in touch with anyone please
Thank you so much
Holiday Scam: Clients book a villa. Immediately upon arrival they begin a tirade of false, fictitious and unjustified complaints. The aim is to create a catalogue that can be used obtain a refund based on their complaints thereby securing a ‘flight only’ holiday…
Details and Evidence: Vicki and Andrew Trendell rented a Luxury Cyprus Villa. From the detailed correspondence it is clear to see how the holiday scam works.
They begin by asking villa owners a number of leading questions prior to booking and they indentd to rely on them later when trying to claim a refund.
Victoria Trendell, from the moment she arrives at the accomadation proceeds to find fault in anything possible. If she can’t, she will fabricate issues. After a week they vacate the villa with no just cause and move onto another.
On returning to UK owners receive a bizarre letter claiming a full refund despite having enjoyed the accomodation for a week.
Here is an example of the first email. Answers from the villa owners are in CAPS. No matter what the management staff did, it was not enough. The holiday scam relies on the fact thet the complainers cannot be satisfied … no matter how bizarre the comments.
Letter received from Vicki Trendel:
– The gas bottle on the bbq was virtually empty on our arrival. We found this out when our first meal on Sunday night was ruined.
KIM APOLOGISED ABOUT THE GAS AND IT WAS REPLACED IMMEDIATELY – ISSUE RESOLVED – IT IS CLEARLY STATED THAT EACH RENTER IS RESPONSIBLE FOR THE GAS AND THE LAST PEOPLE SHOULD HAVE REPLACED IT, AS WILL YOU WHEN YOU LEAVE.
– The safe was broken, apparently a longstanding problem which you knew about. It was replaced on Tuesday.
NO OTHER RENTER HAS ASKED FOR THE SAFE, AS YOU DID IT WAS REPLACED IMMEDIATELY – ISSUE RESOLVED FOR YOU
– No parasols. Kim suggested we borrow one from the neighbours at no 9.
2 PARASOLS ARE AVAILABLE AND KEPT IN THE SHED – ISSUE RESOLVED
– No instructions for the microwave and being old the labels on the buttons were worn illegible.
NO OTHER RENTER HAS FOUND A PROBLEM WITH THE MICROWAVE, IT IS NOT COMPLICATED – SIMPLY CHOOSE YOUR POWER, CHOOSE THE TIME, TURN ON – THERE ARE A LOAD OF INSTRUCTION IN THE DESK DRAW ISSUE RESOLVED
– No instructions for the DVD
THERE IS NOTHING COMPLICATED ABOUT THE DVD AND IT IS THE SAME AS EVERY DVD ON THE MARKET. TURN ON, PUT DVD IN THE DVD PLAYER, PRESS PLAY.
– No remote for the DVD which stopped working and had to be replaced
THERE ARE BUTTONS ON THE DVD. PRESS PLAY, WATCH THE MOVIE. IT IS WORKING NOW I AM TOLD
– No playstation as advertised
YOU HAVE NOT ORDERED THE PLAYSTATION, IF YOU WANT IT THEN IT IS AT A COST OF 20 EUROS A WEEK AS STATED ON THE WEBSITE
– No key for the back door
THERE ARE DOUBLE PATIO DOORS, THE OTHER SMALL DOOR REMAINS LOCKED
– On the website you claim the villa is 15 minute walk from Latchi if that. It is well over half an hour.
LATCHI BEACH IS A 15 MINUTE WALK, FACT! LATCH CENTRE IS 1/2 HOUR AT NORMAL WALKING PACE
– On the website you say there is a beach 500m away. That is not a beach.
THE NEAREST BEACH IS 500M AWAY FACT. IF IT IS NOT A BEACH, WHAT IS IT? THE WEBSITE STATES CLEARLY THAT IT IS PEBBLE BEACH AND THIS CAN ALSO BE ESTABLISHED FROM GOOGLE EARTH. Definition of a beach: http://en.wikipedia.org/wiki/Beach
-In your email you state that the villa is not overlooked. It is overlooked by 3 other villas all of which are currently rented out. On the website there is a photo taken from by the pool towards the rear hedge. It shows nothing behind the hedge. There is a villa immediately adjacent. Why does the photo appear like this?
WE DO NOT STATE ANYWHERE THAT THE VILLA IS ‘NOT’ OVERLOOKED, YOUR POINT ABOUT THEM BEING RENTED IS IRRELEVANT. YOU SPENT MUCH TIME DELIBERATING THIS POINT AND ANNA CLEARLY STATES THAT THERE ARE NEIGHBOURS AND YOU ARE SEPARATED BY PLANTING … WHICH YOU ARE … FACT. IN FACT IF YOU READ THE MARKETING MARERIALS IT CLEARLY STATES THAT THIS IS A ‘COMPLEX OF 12 VILLAS’. WE HAVE LOOKED AT THE PHOTO THAT YOU REFER TO AND THE VILLA TO THE REAR IS CLEARLY VISIBLE. YOU EVEN STATE IN YOUR MAILS THAT YOU LOOKED AT GOOGLE EARTH WHICH SHOWS THE COMPLEX AND THIS WAS ALL ESTABLISHED IN YOUR LONG CORRESPONDENCE PRIOR TO BOOKING.
– The blackout blinds are worn with holes in. Kim suggested hanging blankets over the windows in the childrens bedroom. Luxury?
THERE ARE NOT ONLY SUN BLINDS BUT CURTAINS TOO. IF YOU ARE NOT HAPPY WITH THE AMOUNT OF LIGHT THE SUN CREATS THEN KIM’S SUGGESTION IS PERFECTLY REASONABLE. NOWHERE DO WE STATE THAT A ROOM IS ‘BLACKED OUT’ AND RENTERS ENJOY THE LIGHT AND AMBIANCE CYPRUS OFFERS IN THE SUMMER RATHER THAN THE DOOM AND GLOOM OF ENGLAND
– There is a number of bulbs blown inside and out.
BULBS BLOW, IT IS WHAT THEY DO, IT’S CALLED ‘BUILT IN OBSOLESCE’ AND KEEPS THE BULB MANUFACTURES IN BUSINESS. WE PROVIDE SPARES AND ALSO KIM HAS NO ISSUE IN CHANGING THEM IF YOU HAS SIMPLY ASKED
– The sprinklers have been on all day and night which are noisy and mean we can’t use the lawn.
THIS IS A SIMPLE ISSUE THAT WAS FIXED IMMEDIATELY, THESE THINGS HAPPEN IT’S CALLED ‘GENERAL WEAR AND TEAR’ AND NONE OF US HAVE ANY CONTROL OVER IT.
There are a number of other issues which create a poor impression. A general worn out feel to the villa. Peeling paint inside, trims hanging off kitchen cupboards, tatty cushions,worn sofas, bedraggled floor mats, dusty dried flowers, cracked wc flushes, mismatched bedding, piles of old magazines, a broken sunbed, dirty punctured inflatables in the storage box, mismatched furniture in the main bed and no dressing table. The welcome pack was cheap and did not fulfil your ‘luxurious extra little touches’. Overall the villa fell very short of your claim to provide the ‘best possible levels of service and luxury’.
THIS WAS IN PERFECTLY GOOD ORDER BEFORE YOU ARRIVED AND YOU EVEN COMMENTED TO KIM AS TO HOW CLEAN IT WAS. IF THINGS ARE BROKEN WE WILL NEED TO LOOK INTO THIS. IF YOU WANTED THE LUXURY WELCOME PACK THEN YOU COULD HAVE ORDERED IT. MAGAZINES AND BOOKS ARE THERE TO READ, PEOPLE APPRECIATE THAT. WE DO NOT ADVERTISE A DRESSING TABLE AND THIS CAN BE SEEN IN THE PROMO PHOTOS.
WE KNOW THE RENTAL MARKET AND HAVING BEEN OUR HOME FOR SEVERAL YEARS KNOW THE VILLA 8 SPEC IS WAY BEYOND THE AVERAGE RENTAL IN THAT PRICE BRACKET.
We appreciate you do not live in Cyprus and may not be aware of the current state of the villa. We have paid a large amount of money for a villa which you asserted would not have ‘so much as a pillow out of place’.
Vicki and Andy Trendell
PS – the gardener has presumably now turned the sprinkler off. He has also turned off part of the water supply. We have no potable water in the kitchen, no dishwasher and no washing machine.
WE WILL LOOK INTO THIS AS IT IS THE FIRST WE HAVE HEARD.
WHEN YOU ARRIVED YOU ORDERED EXTRA BEACH TOWLS FROM KIM, YOU ALSO TOLD HER THE PLAYSTATION WAS INCLUDED. THESE ARE NOT INCLUDED AND THIS IS PERFECTLY CLEAR ON OUR WEBSITE. BEACH TOWLS REQUIRE FURTHER LAUNDRY THEREFORE THERE IS AN ADDITIONAL COST WHICH CAN EITHER BE PAID TO KIM OR SENT TO US. 5 EUROS PER WEEK EACH.
OWNER IS EXTREMELY DISTRESSED THAT YOU HAVE CHOSEN TO SPEND YOUR TIME WITH US FINDING FAULT. KIM WORKS VERY HARD TO MAKE RENTERS TIME AS ENJOYABLE AS POSSIBLE AND SHE HAS BENT OVER BACKWARDS FOR YOU HAVING BEEN CALLED OUT MORE TIMES IN A WEEK THAN AT ANY OTHER TIME.
ON THE NUMEROUS TIMES YOU HAVE CALLED SHE HAS RESOLVED THE ISSUE AS FAST AS SHE CAN. THERE ARE ALWAYS ISSUES WITH A PROPERTY, IT HAPPENS, IT’S PART OF LIFE AND I CAN HONESTLY SAY THAT NO OTHER RENTER HAS MADE IT AN PROBLEM, THEY CALL KIM, IT GETS FIXED AND THEY HAVE A FANTASTIC HOLIDAY.
OWNER WAS CONCERNED THAT YOU HAD FOUND FAULT IN THE LAST VILLA YOU STAYED IN AND DID HER VERY BEST TO ENSURE YOUR STAY AT VILLA 8 WOULD NOT HAVE THE SAME ISSUES, BUT IT IS NOW CLEAR THAT NO MATTER WHAT LENGHS ANY VILLA OWNER GOES TO, YOU’LL FIND FAULT WITH SOMETHING. ANNA EVEN GAVE YOU AN EXTRA MID WEEK CLEAN AS A GESTURE OF GOODWILL TO MAKE YOUR STAY MORE ENJOYABLE, I NOTE THERE IS NO MENTION OF THIS IN A WAY OF THANK YOU.
Without further comment the Trendells then leave the villa after a week. They then send the most incredeleous letter claiming a FULL refund. VILLA OWNERS BEWARE OF THIS SCAM.
VILLA OWNERS REPLY:
DO NOT WRITE TO OWNER AGAIN. I TOLD YOU I WILL BE YOUR POINT OF CONTACT. SHE WILL NOT ANSWER YOUR MAIL.
AS EXPLAINED, DUE TO YOUR ABNORMAL ACTIONS, IRRATIONAL COMMENTS AND RANTS I WILL DEAL WITH YOUR LEGAL REPRESENTATIVE ONLY.
WE HAVE SENT YOU OUR REPLY IN DETAIL TO YOUR ‘COMPLAINTS’ EMAIL AND HAVE NOTHING TO ADD.
YOU WERE FURNISHED WITH ALL THE INFORMATION PRIOR TO BOOKING. THE VILLA IS REPRESENTED HONESTLY ON THE WEBSITE, IN THE VIDEOS, THE PICTURES AND OWNERMANAGER REPRESENTED THE VILLA HONESTLY IN HER DESCRIPTION.
THE PHOTO YOU HAVE SENT FOR COMPARISON IS TAKEN FROM A TOTALLY DIFFERENT ANGLE TO THE ONE YOU PICKED OUT FROM OUR SLIDE SHOW, REGARDLESS, IT IS SEPARATED BY OUR REAR GARDEN AND THE EXPANSIVE GARDEN OF THEIRS, PLUS 7′ – 8′ HIGH HEDGES AND TREES. THE SURROUNDING VILLAS ARE CLEARLY VISIBLE IN OTHER PHOTOS (SEE EXAMPLES BELOW), ON THE VIDEO, ON THE MAPS AND IN THE DESCRIPTION.
WE PROVIDE MORE INFORMATION THAN VIRTUALLY ALL OTHER LISTINGS, INCLUDING THE VIDEOS. MRS TRENDELL SATISFIED HERSELF (EMAILS ON RECORD) AND EVEN LOOKED ON GOOGLE EARTH AS TO THE PROXIMITY OF THE OTHER VILLAS, THE BEACHES, THE TOWN AND OTHER AMENITIES. THE DESCRIPTION IS TRUE AND HONEST IN THAT VILLA 7 IS NOT ONLY SEPARATED BY OUR GARDEN BUT BY THEIR GARDEN ALSO – FACT!
COMMENTS BY MRS TRENDELL IN HER NUMEROUS DEMONSTRATING THAT SHE WAS CLEARLY AWARE OF THE GROUND LAYOUT AND THAT YOU HAD A LITTLE LOCAL KNOWLEDGE REGARDING DISTANCES::
One (probably not final question!) I have made an assumption that to the right of the villa is the car parking described hence why its not in a photo…and that probably another villa then lies alongside? Just trying to map out in my head the layout of everything.
I also had a look on Google earth but obviously wasn’t sure which villa was on the group you had indicated.
I hope you don’t mind the questions, we visited Latchi on our last visit to Cyprus and wanted to holiday there or close by this year as we loved it so much.
NO QUESTIONS WERE ASKED OF VILLA 9 BUT THE PROXIMITY IS SHOWN ON THE PHOTOS, VIDEOS AND GOOGLE EARTH.
YOUR COMMENTS ABOUT VILLA 9 AND PRICING ARE IRRELEVANT. HOWEVER, YOU ARE NOT AN EXPERT ON THE LOCAL HOLIDAY MARKET AND YOUR COMMENTS DISPLAY IGNORANCE IN THIS REGARD. YOU WOULD FIND THAT VILLA 8 IS PRICED PERFECTLY BASED ON A COMPREHENSIVE STUDY OF THE COMPETITION AND AVAILABILITY. THE VILLA IS ALMOST FULLY BOOKED. VILLA 9 IS ON THE SAME WEBSITE AS OURS AND IS NOT BOOKED FOR MOST OF THE SEASON. VILLA 9 IS OF A LOWER STANDARD, HAS A SMALLER PLOT, THE POOL IS SMALLER AND IT IS THE OWNER’S CHIOCE AS TO WHAT TO CHARGE.
YOUR COMMENTS DISPLY FURTHER IGNORANCE WITH REGARD TO OUR MANAGEMENT STAFF AND THEIR JOB TITLE. FOR THE RECORD: MANAGER AND ALLAN ARE OUR REPRESENTATIVES IN CYPRUS AND MANAGE OUR OPERATIONS THERE. WHO ARE YOU TO QUESTION THEIR ROLE?
YOUR IGNORANCE IS FURTHER DISPLAYED IN OUTLINING THE AGE OF OUR VILLA – YOU HAVE NO IDEA
WHEN IT WAS BUILT AND HAVE NO BASIS TO COMMENT.
YOUR LIST OF COMPLAINTS REGARDING THE VILLA WERE MOSTLY PREPOSTEROUS OR FABRICATED, HOWEVER MANAGER MADE EVERY EFFORT TO HELP WHERE SHE COULD BUT YOU WERE ADAMANT THAT YOU WOULD REBUKE ANYTHING SHE DID. YOU WERE ENTIRELY SATISFIED WITH THE HELP YOU RECEIVED FROM OUR MANAGEMENT AS YOU HAVE ALREADY STATED THEREFORE HAVE NO BASIS FOR FURTHER COMPLAINT ON THOSE MATTERS.
THIS IS THE EMAIL WE RECEIVED FROM MANAGER DEMONSTRATING HER WILLINGNESS TO HELP YOU AND HER FRUSTRATION AT YOUR ACTIONS:
On 12 Jul 2012, at 04:05, wrote:
Your present guest’s are driving me mad they just keep phoning me for every little thing.
I had 2 calls today they thought all the lights were broken around the pool area so I told them where the switch was that turned them
on. Then another call ref the DVD player, it was working OK yesterday but now its not and a DVD is stuck inside.
They are being a right pain and very sarcastic about the Villa saying there is lots of little things that aren’t right.
I have a DVD player I can take up there and I’ll have Alan look at the one in the Vila.
I have been up and down there like a Yo-Yo trying to keep them happy but they just keep on finding fault with everything.
We fitted the safe so at least that’s OK.
THE VILLA IS THOROUGHLY OVERHAULED AT THE BEGINNING OF EACH YEAR INCLUDING NEW PAINT THIS APRIL. THIS IS ALL DOCUMENTED AND INVOICED AND IS REFLECTED IN THE EMAIL SENT FROM THE PEOPLE WHO RENTED IMMEDIATELY BEFORE YOU – THIS IS REPRESENTATIVE OF EMAILS RECEIVED FROM ALL OTHER HOLIDAYMAKERS:
‘Just wanted to say we all had a thoroughly wonderful time in your villa.
‘The location was perfect for us and the weather couldn’t have been better. Your recommendations in your villa guide were most helpful and we certainly tried a few!
‘The villa was one of the best equipped we have stayed in,everything was there!
‘Again thanks for all your help OWNER, we certainly hope to return next year.’
DESCRIPTION ON THE WEBSITE: ‘Set on a private road of twelve exclusive villas with private gardens and pools’
PHOTOS SHOWING PROXIMITY OF OTHER VILLAS – YOU CAN CLEARLY SEE THE VILLA BEHIND, YOU CAN CLEARLY SEE VILLA 9 TO THE RIGHT, YOU CAN CLEARLY SEE THE WIDTH OF OUR GARDEN TO THE LEFT SEPARATING US FROM VILLA 7, THIS DISTANCE IS DOUBLED AS THE NEIGHBOUR’S GARDEN IS THEN A FUTHER BUFFER.
THIS IS ALL BACKED UP MANY TIMES IN THE VIDEO…
WITH REGARD TO DISTANCES AND REFERENCES TO BROKEN EQUIPMENT HERE ARE THE RELEVANT CLAUSES FROM THE BOOKING TERMS YOU AGREED TO:
Accuracy of Information
All information supplied is correct and accurate to the best of our knowledge. We cannot, however, be held responsible for changes made that we are not made aware of or are indeed beyond our control. All distances and measurements given are approximate and should be used as a guide only.
Public services and liability
We or the owners cannot accept any liability for the breakdown of public services including water and electricity nor in respect of any equipment, plant machinery or appliances in the property. However the villa owners/management will do their utmost to limit the impact of any such eventuality. For example, if a dishwasher fails it will be repaired or replaced at the earliest opportunity.
BEWARE OF THIS HOLIDAY RENTAL SCAM…
The villa owners won the case with their credit card company however they later received an claim form the trendells’s solicitor with a compensation claim.
The case was laughable and the solicitor (obviously a junior) was sent the following eltter and was never heard from again:
1. Your letter is wrongly addressed. The owner does not reside in the UK.
2. We have already entered into arbitration through Merchant Services. They found in our favour after we presented all the evidence against this attempted scam by your client.
3. Read the website your client was directed to after seeing the villa advertised on Owners Direct. This is the website that all correspondence was made through and booking confirmation and terms refer to – your client’s contract was made through DELETED owned and operated DELETED and your client agreed to be bound by the terms of booking and relevant disclaimers therein in their signed contract. Should you have any further correspondence then refer it to the company through which your client booked.
CHECK YOUR FACTS. See the photos, video and descriptions
• The villa is wholly maintained to a very high standard and this is confirmed by receipts, photos and written statements by clients who stayed prior and post the Trendells.
-The Villa is NOT overloked. The rear villa is many meters away, screened by mature planting and gardens. The villa to the east is separated by TWO pools, mature gardens and screening. The villa to the west is attached as shown in the video and due to strict building regulations is designed to have no windows overlooking us. This was agreed upon by merchant services arbitration however, it is clearly stated that this is complex of 12 villas. Mrs Trendle has visited the area previously, looked at the videos, photos and we have written correspondence from her that she also checked the area on Google Earth PRIOR to booking,
• Latchi is 10 minutes walk from the villa, the harbour is 30, 40 or an hour depending on how fast you walk. See the disclaimer on the website regarding times.
• Read the website: Nearest beaches: Neo Chorio (pebbles) 500m
• Issues with the playstation were dealt with to the Trendels satisfaction. Trendle simply didn’t know how to work it and wanted a manual as outlined in her correspondence.
• Parasols were provided. There were 2 available in the shed.
• We do not provide black out blinds
• Paint will always peel on a new villa – this is due to the minerals leaching from a new building. However, this is maintained as an when it occurs
• There were no trims hanging from any cupboard immediately prior to the Trendels stay. The villa is inspected and signed off as clients leave at the end of every stay and any maintenance is carried out. Trim was only mentioned during arbitration and was not even pointed out to our staff on check out.
• The microwave worked perfectly. Trendle simply didn’t know how to work it and wanted a manual as outlined in her correspondence
• As far as we are aware there was no interruption to utilities or services. There are regular power cuts in Cyprus and this is entirely out of our control if one occoured.
• Your client’s were perfectly happy with the ground staff as pointed out in correspondence and they even offered a tip, which was refused. Our ground staff commented that ‘they had never come across such a difficult, and demanding clients’ as Trendle in all the years of villa management.
• We still appear to be dealing with this and the attempt to scam a free holiday is ludicrous as I’m sure you will agree. The correspondence you enclose was simply the expression of an opinion and formed no basis of any contract or was that even implied. It was the Trendall’s responsibility to ascertain facts before signing any agreement, which they did. Trendels’ decision to vacate the villa and incur loss was purely their own.
Take a look at the photo from owners direct (also enclosed with your letter!!!!) where both the rear and western villa can clearly be seen.
If you or your client’s make one more false, libellous accusation that we would alter photos or contact your clients with threatening messages we will refer the matter to our lawyers. If we receive any more threats from you or your con artist clients we will look at the matter of harassment.
Villa 8 at Aphrodite: Set on a private road of twelve exclusive villas with private gardens and pools you’ll find your prestigious destination.