![]() We would like to stress that we are by no means taking any profit from this scenario. "We then offered to send the item at a total cost of £20, payable by the guest. We worked with the guest, located the teddy and offered a collection of the item, this was rejected due to the guest living too far away from the property. "With this particular matter, the guest contacted us to advise that she left behind her child’s teddy and needed this item back. We detail in our terms of conditions of stay that any items left behind after check out is solely down to the responsibility of the guest. In a statement, the company said: "We are aware of this matter and would like to emphasise that we appreciate the situation and the importance of the item. They also stated that they must pay the cleaners to go to the post office to return it via post. In an email seen by Nottinghamshire Live, the company tells the family that it takes no responsibility for personal belongings left behind and that the returning of such items does come at a cost. She added that she would struggle to even afford to pay £20 for the return, as the family contends with the ongoing cost of living crisis.ĭonna and Summer had been on holiday with Summer's dad Richard Nevill, 35, along with her sister Lilly, aged six, and four-year-old brother Aarlo. The attitude has just been 'we don't care, you're not getting it back unless you pay'. We are going abroad next week and so we need it back as my daughter needs it for the airplane. I am prepared to pay a fiver, maybe a tenner, but not £20. It's just a teddy bear - it does not cost that much to send it back. "They eventually sent me the invoice and it was £20. “It took me over a week of phoning them everyday asking 'what are you going to do about it?' I had an autistic, distressed child who was crying all the time because of it. "I told them that they should really send it back for free as a gesture of goodwill as the apartment was shocking - we complained straight away and nothing was done about it. The cleaners found it and I was told that if I paid postage they would send it back. ![]() I messaged the apartments who said they were sending the cleaners in. Ms Nevill, from Norfolk, said: "We put Summer to bed and realised we didn't have her comforter with her - she sleeps with it every night.
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