Avoid this company! I have already raised my dissatisfaction with the Complaints Team but unfortunately, my concerns have not been properly addressed. Instagram awareness seems working much faster than emails.Despite my attempts to follow up, my messages have been ignored by email and I have not received a clear or fair resolution and a full refund. Booking ref: 377883 Hydrangea Cottage I am writing to formally raise a complaint regarding the state of the holiday home I recently booked through your company for the first time… and last time. (4 August 2025) Unfortunately, upon arrival, we were extremely disappointed to find the property in an unacceptable condition. Specifically: • The floors were visibly dirty • The sitting room had mould and had clearly not been cleaned. • The fridge had not been emptied and there was a strong unpleasant smell. Including expired milk,coffee and biscuits. • Spiders everywhere, dust. My husband is allergic to dust and we were not able to stay at this property because of his medical condition. This lack of cleanliness was not only unhygienic, but it also completely undermined our holiday experience. We chose your company expecting a certain standard of accommodation, based on your website’s descriptions and photos, which were clearly not met. We left the property straight away. Given the inconvenience, discomfort, and the time we spent trying to deal with the situation I am requesting a full refund.I also urge you to investigate the cleaning and maintenance standards at this property to prevent future guests from experiencing the same. I do want to stress that when we arrived at Hydrangea Cottage, the last thing we expected was to be faced with an unclean property. We had travelled with our family to enjoy our holiday 5 hours — not to immediately begin chasing customer services or waiting for cleaners to return. The property should have been ready for us on arrival, as that is the standard we paid for and reasonably expected. Having to contact someone to ask for basic cleanliness is not part of what should be required from a guest. Unfortunately, this situation disrupted the start of our holiday and caused us unnecessary stress and disappointment. Kind regards, Julia Wilson