Although my review is a single star this is based on the customer services team. I had a booking for this weekend but unfortunately due to a bereavement in the family I have had to cancel...well I say I am trying to cancel. I spoke with Bevan nearly 2 weeks ago who advised she has emailed her manager, she advised she would call me once her manager got back to her....I am still waiting for her to call me. So I called back last week and got someone else he said the same and I am still waiting to hear from him. Its clear to me that the customer service team and their managers DO NOT care about their customers. Very bad experience in total. We had booked to return to Loch Awe for the 3rd time. The site is brilliant as is Sue and her husband who both couldnt do enough to make your stay great, its just a shame that the customer services team do conduct themselves in the same manner.