Quayside Haven

We arrived on Good Friday at the time in the confirmation email, with our booking reference, ID and the card we’d paid with. There was nobody there to let us in. After 20 minutes we called the booking provider, but they couldn’t seem to understand that this was a residential building without a hotel reception. We stood outside for about an hour before a local resident noticed us, looked into the situation, worked out which apartment it was and knocked. No luck. After two hours going back and forth with the provider, who still kept telling us to go to reception, we went looking for somewhere else at 6 o’clock. We drove around for an hour, stopping at guest houses, and eventually found one where the guests booked for the previous day hadn’t arrived. That saved our weekend from being completely ruined, but we had to pay extra for the alternative place. I asked the booking provider for a full refund that same day. They denied it, saying I needed written correspondence with the end provider, quayside. If they’d given me any contact details, I would have got in touch while we were stuck outside for those two hours. Meanwhile, quayside haven kept my £400, and lastminute.com presumably took their percentage. Neither seemed particularly bothered by how they’d acted, which essentially amounts to fraud. Save yourself the stress and book somewhere else.