Booked a recent spa lodge holiday with Hoseasons. Two features of the booking were an option for an early check in (for an additional fee) and their “Safer Stays” principles. The site subsequently advised that early (2pm) check-in was not available because it was necessary as part of the safer stays principles to maximise the time between check out and new guests checking in. This was to allow greater time for cleaning and that cleaning disinfectants need at least 1hr to dry. When we arrived at 5pm, we were told that the lodge was not ready because there was a cleaning staff shortage. We eventually checked in at 7pm and it was obvious that the cleaners had only just finished and that they had been rushing. I have tried to make contact with Hoseasons to a) ask for a refund of my early check-in fee, b) to complain about the additional 2hr wait and c) to complain about the obvious failure to follow their safer stays policy. I have written 3 times and tried phoning them 3 times (waiting for 20minutes each call) and have still not received a reply......Very very poor customer service and yet another thing to complain about! I appreciate that it is Hoseasons supply chain who arrange the cleaning regimes so while this may not be Hoseasons direct fault, I did purchase my holiday from Hoseasons and have no re-course against anyone else. At the very least Hoseasons could acknowledge my emails and offer a refund of the fee that they should never have taken!