Raw Deal: Compensation for family who gave shelter to survivors fleeing Vegas shooting

Dennis, 67 and Anne Bucknall, 67, from Bedworth went on holiday to Las Vegas with family but when they got there the luxury apartment they had booked was not as it was advertised (Tristan Potter/SWNS)

A family caught up in one of the deadliest shootings in US history have turned to Raw Deal because of a mix-up with their accommodation.

In October, six members of the Bucknall family were on a dream holiday in Las Vegas.

They were staying close to the Mandalay Bay hotel where sniper Stephen Paddock opened fire on a crowd of concert-goers, leaving 58 people dead and more than 800 injured.

The Bucknalls had been relaxing in their apartment at the Topaz Luxury Penthouse when the tragedy unfolded just after 10pm.

Topaz Luxury Penthouse, where the Bucknalls had an apartment

Within minutes they were comforting terrified people who had fled the scene.

“We were sitting on our balcony listening to the nice music from the festival when suddenly all hell broke loose,” said Anne, originally from Muirkirk in Ayrshire but who now stays in Coventry. “We could hear these popping noises, then people started running up the street in a panic.

“We could hear people shouting that there was a shooter, so we went straight inside for safety and could see what was happening from a corner of a window.

“There was mayhem in the street and within minutes there was police and emergency services everywhere.

“It was frightening.”

Anne’s husband Dennis and their son Graeme found a shocked young mother and her friend who had both escaped from the festival huddled outside the front door.

“We got them inside and calmed them down before phoning friends and family for them,” said retired carer Anne, 67.

“They were with us for three or four hours.”

The Bucknalls were just grateful they had not attended the Route 91 Harvest music festival.

And in the days following the tragedy they had forgotten the concerns which had bothered them on arrival at their accommodation. “At this point, that was the last thing on our minds,” said Anne.

Prior to the tragedy, Anne had contacted Booking.com to raise a few issues the family had with their apartment.

The party of three couples had paid more than £2200 for the flat, which they took because it was advertised as having three bedrooms.

However, when they got there they were disappointed to find that there were only two bedrooms – and two extra single beds were set up in a space at the top of the stairs, with no privacy.

Unsurprisingly, in the confusion and aftermath of the tragedy their complaint slipped off the radar.

In January, Anne contacted Booking.com again about the issue over the bedrooms and was offered an apology and about £140 in compensation.

Around the same time Anne got in touch with Raw Deal and, when we contacted the company, the offer was upped to £284, which the Bucknalls were happy to accept.

“Raw Deal stepping in really took the pressure of me as it was a bit of a sensitive issue,” she said.

A spokesperson for Booking.com said: “If a customer ever shows up to a property and it does not meet their expectations, our customer service team are on hand 24/7 to advocate on their behalf.

“In this case, we have refunded a portion of their stay as a goodwill gesture.”