Extremely Disappointing Experience After 40 Years of Loyalty I am writing this review on behalf of my father, who has been a loyal customer of Hoeseasons for over 40 years. Until recently, he had never encountered any issues or needed to make a complaint. However, his recent experience with a houseboat rental has been nothing short of appalling, and the subsequent customer service has been even worse. The houseboat had numerous serious issues: Broken locks on the toilet/bathroom and front door, compromising safety. Severe rot throughout the entire houseboat, from the bottom upwards, including a collapsing walkway and a rotting balcony—both acknowledged by the owner and manager. Shower tray in terrible condition (admitted by the manager but left unfixed due to it being bespoke). The whole site was covered in sludge due to excess water, which was reported but ignored by the manager. These issues were not mentioned in the property’s description when booking, and the overall condition was far below what was advertised. My father was so disappointed that he considered leaving on the first day but stayed only to avoid disappointing his granddaughter. The complaints were made on arrival, but they failed to do anything. After returning, he lodged numerous complaints with Hoeseasons. Initially, customer service responded but quickly passed the blame onto the property owner, claiming Hoeseasons doesn’t own the property and therefore couldn’t be held responsible. They acknowledged some issues but dismissed the complaint by stating that other customers hadn’t complained—an unacceptable and irrelevant excuse. Despite weeks of follow-up emails and deadlines given to Hoeseasons to resolve the issues or offer compensation, they have now completely stopped responding. This is not just frustrating; it’s a complete failure in customer service. In over 40 years of holidays with Hoeseasons, this is the first time my father has had to make a complaint. Given his loyalty and the significant number of holidays he has booked with them in the past year alone, the lack of accountability and the fact that they are now ghosting him is disgraceful. He is even considering cancelling a holiday already booked for 2025. Problems can occur, but it’s how a company addresses them that truly matters. Hoeseasons’ complete disregard for a long-time customer and their refusal to resolve these issues or offer any compensation is unacceptable. I strongly advise others to think twice before booking with them—our experience has been nothing short of a nightmare. Date of experience: 13 July 2024