Luckily the third time I called I was put through to someone who really wanted to help, and ultimately sorted out our problem upon arrival. The first two calls made me very unhappy. The property was "self-managed" and holidaycottages had no interest in helping us when the owners could not be contacted. Basically their point of view was "not our problem". Be careful when using this company if the property you rent is managed by the owners. For the house in Bourton-on-the-water, the owners are in Singapore. We arrived at 4.30pm, which is 11.30pm in Singapore. They didn't answer the phone or reply to Whatsapp messages, eventually they turned their mobile off. Fortunately on the third time of calling we got through to someone who helped us at Holidaycottages. I don't know why the initial person we spoke to wouldn't help.