Martin E.
The booking was for our wedding this June. We reserved your cottage in March 2025 and paid two deposits, £330 in total. It is now January 2026, and after trying by phone and email repeatedly for a long time, we only recently heard back. We were told the property was no longer available, which came as a complete shock given how important the booking was and that nobody had told us earlier. On the call, there was no apology. Instead, we heard negative comments about our wedding venue, which felt inappropriate and unprofessional. We were told the refund would arrive over the weekend, but as of today the £330 still hasn't come through, and our follow-up messages have had no reply. This has been deeply stressful and disappointing so close to our wedding. The service has been unacceptable, and the way this was handled raises serious concerns about the business. We expect confirmation that the full refund will be processed immediately, without further delay. This is a formal complaint, and we expect the issues above to be acknowledged and addressed.
