We were supposed to be on holiday today for four nights but I fortunately the property is flooded, that happens and I completely understand, however what I don't understand is cottages.com and their lack of contact to I form is of the matter! I only found out when I called the owner to ask where to collect the keys! I don't think they would actually have made contact at all if I hadn't made that call two days before travelling! They knew over two weeks previously as the owner contacted them about it and also numerous times in between when other guests did exactly the same as myself yet still they didn't think to contact us! The man on chat was rude and sarcastic, no empathy skills whatsoever, couldn't care less attitude! Promised a call back from a manager, nothing. The relocation team did contact me after I said I wanted to complain, are going to provide refund but compensation for their lack of communication was offered at £25 voucher, like I'm going to book with these Muppets again! I've requested transcripts of the chat and any messages sent by the man in chat as I feel they will contain further evidence of ride and sarcastic tone, needless to say these haven't materialised yet! Will head down freedom of information route if nothing appears and no contact from complaint but I'm not hopeful. The owner was so stressed, I feel so sorry for anyone dealing with this company, avoid like the plague unless you like playing roulette with your annual leave and arrangements!