Owners Direct adds £299 ‘hidden fee’ to holiday bills

ONE of Britain’s largest online holiday rental firms is facing an angry customer backlash after introducing new ‘hidden’ charges.

Owners Direct added a ‘service fee’ of up to £299 for holidaymakers who book through its website in June. The charge has sparked fury among homeowners, who already pay a £299 fee to advertise their properties.

They claim the tariff has led to a slump in bookings and accused the firm of ‘corporate greed’.

The company has also been accused of hiding the charge, which works on a sliding scale of four to eight per cent depending on price – plus VAT – from holidaymakers. While it is included in the advertised price of the rental, customers must navigate through two pop-up boxes for a costs breakdown which reveals the charge.

The change follows the buyout last year of Owners Direct’s parent company, Texas-based HomeAway, by Expedia.

Sue Ayre, 56, advertised her cottage in Cyprus on the website for two years but has now withdrawn it. She said: ‘It’s a total disaster – enquiries and bookings have fallen off a cliff. This is nothing more than a device to earn more money for the company. It’s effectively hidden from guests who have to click through boxes to find out it is added to the price.’

Hundreds of owners have voiced their anger on reviews website Trust Pilot, giving Owners Direct an average 0.4 out of 10.

Last night, an Owners Direct spokeswoman said: ‘The service fee is displayed in appropriate prominence and we do not have any records of any confusion with travellers in relation to this fee.

‘It was implemented to enable us to stay competitive. As competition continues to increase, Owners Direct must increase investment to ensure we bring travellers to the website and therefore drive more bookings to owners’ properties.’