Not happy at all - shocking customer service! I booked a holiday almost a year in advance for an ex-partner's 40th birthday last year. It was a special occasion and I spent a lot of money. Unfortunately, we broke up after I suffered physical and mental abuse; as soon as this happened I phoned and spoke to a lovely lady who told me that while they could not refund me, they could keep the £350.00 deposit that I had already paid as a credit and when I was ready to rebook to contact them. I gave you 6 months notice cancellation so clearly the dates I originally had booked could have been booked by someone else and in all likelihood were. That was all well and good and I was satisfied. The following year, I phoned to choose an alternative property on their site with my £350.00 only to be told that my money was actually bound to that particular property which was not explicitly explained before. I do not want to go to this property as it is labelled as a "romantic getaway" and I chose this property when I was with my abusive ex-partner so obviously this would be triggering. After going back and forth being cut off on the phone and having to chase updates, I was ultimately told, tough luck. I explained my sensitive situation to you to relay to the property owners - who clearly do not care for these extenuating circumstances and just want money. There is no justification to keep £350.00 of my money for a cancellation made 6 months in advance. All I was told was "you were informed of this under the terms and conditions when you booked". Actually no. When you go through checkout, it does NOT clearly state these and instead in tiny letters at the bottom of the screen is a link which - let's be honest - no one is going to sift through. I was even told if I changed the booking date I would keep being charged £75.00 amendment charge to change. I do not want to go to this property, so I am now out £350.00 of my hard-earned money because you refuse to have a reasonable heart with my situation. I am willing to spend the extra money to go to a different property and give you more of my money Holiday Cottages. I cannot believe this customer service - absolutely shocking. I am not asking for a refund, I am asking to amend to an alternative property. Be warned out there, this company is only after your money it seems.