Holiday ruined!
Cotaage wasnt ready on arrival amd couldn't access it.
Contacted help, but they couldn't reach the owners. Eventually was given a code to access cottage after about an hour.
On entering cottage has not been cleaned.
Contacted customer services again and they still couldn't contact the owners. Was told support team would be in touch within 2 hours but no contact as yet. Tried contacting customer services but they are now closed. Have no choice but to go and find a hotel to stay overnight whilst we sort out alternative accommodation.
Reply from cottages.com
Hi, thank you for sharing your feedback with us. We sincerely apologise that your cottage was not ready when you arrived, and we understand how frustrating it must have been to experience difficulties accessing the property and to find it uncleaned. We also regret that we were unable to reach the owners at the time and that our support team did not contact you as promised, which is not the standard of service we aim to provide. Please know that we take these matters very seriously, and we appreciate your patience while we work to resolve your complaint.
Kind regards,
Violet,
Hoseasons
