Cottages.com are there for you when you need to make a payment, no messing about. Something goes wrong on your holiday, nothing to do with us. Let's be clear, Cottages.com is a booking agent, they have no contract with you, they only have a contract with the home owner and they only care about that relationship. So if something goes wrong then you only have the owner as a way to sort things out with you. Just bear that in mind when you book a holiday with cottages.com. If you want to get in contact with them make yourself comfortable, make a flask and cancel all plans, you could be on hold for a long long time. They are really hard to get into contact with and don't like to advertise any telephone numbers. Don't be fooled by the call back option either, it won't happen. Hang on long enough you'll be cut off. Ah you say, there is a chat option, yes there is, but you'll be on there just as long as the phone call before someone contacts you. They also have the option to cut the chat off leaving you to start again. So my particular holiday experience. We had a stressful few months with one thing or another so we needed a break. We tend to go on cottage holidays in the UK so our dogs can come with us. So we hit the internet and went visited cottages.com like we have done for knocking on 17 years now. We chose a cottage in one of our favourite places, Anglesey. We were enticed by one property that was described on the Cottages.com site (spoiler alert, they tried to share the blame for the descriptions on their site as a joint effort with the owner) "This lovely lodge sits beside a peaceful stream and is within a stones throw of eateries, shops and the beach. An idyllic place to unwind." sounds great we said, let's book it. The payment was efficiently taken. We arrived and things seemed ok but for a few niggles like you get at these places. Three days into the holiday and the building work on the owners house a few yards away resumed that had been ongoing for two weeks prior to our arrival. Now, as a customer you are supposed to be notified of anything that might affect your enjoyment on holiday before you arrive, we were not. So on our arrival day we were informed that the owners property had a leak and the floor of their conservatory had been dug up to the water level and more work was needed on it which in the end would be all of the week we were there. Monday morning came, and so did the the workmen, along with their heavy machinery. Part way through the day the Builders Symphony in A major din began and our idyllic place to unwind ended. That's when we tried to contact Cottages.com as described above. After three movements of the symphony we finally got a call from someone to ask what the problem was. we told them including a seizure episode that one of our dogs had with the volume of noise. We were told that they would call the owner and look for some other properties that we could try to move to so long as the owner would give up the booking (yes you need permission to get some peace). We were told we would be contacted the next morning. So off she went and off we went and found three properties. The next day around noon we got a call and the tone was a shade different, they had managed to negotiate with the owner 15% compensation for the 5 days disturbance and this was non-negotiable. In fact the owner was not willing to give any compensation, she must have thought it was an extra, I would have preferred a bottle of wine as a welcome gift. It was at this point the terms and conditions were waved in our faces and it was take it our leave it because that's all they can do and its nothing to do with them because we have no contract with Cottages.com. So in summary, we were promised ‘An idyllic place to unwind’ and found a building site We wanted to just be somewhere that wasn’t a building site but we were denied it, and We were told you are on your own when we needed someone Welcome everyone to the cottages.com Customer Relations Team, where the customer is the property owner and the relations only go as far as the owner. Their job is done, they have your money and whether you have a good holiday or not is none of their concern. Think carefully when you use Cottages.com