After my negative experience with Best of Suffolk (BoS), I have decided only going with holiday letting agencies that are linked to a regulatory industry body / trading association. BoS does not sign up to any such code of conduct, which reassures customers of standards. It also seems that BoS are not keeping abreast of (or ignoring) industry guidance and updates in handling the pandemic. Their ‘Good to Go’ mark issued for free by the British Tourist Board (after doing a ‘self assessment’) is not the same as subscribing to a membership trade organisation (similar to ABTA) whom customers can issue a complaint with when holiday letting businesses break the code. I was previously refused a refund when the government had a ‘stay at home’ order due to the pandemic. BoS told me that they did not know about trading standards and CMA advice (that customers should be refunded when traders are not legally able to provide a service due to the restrictions. Or when customers would have to break to the law to abide by traders’ terms and conditions). But then BoS still did not make good (by refunding retrospectively) when they did eventually catch up with trading standards advice. From my interactions more recently, it seems BoS are still not aware of current government guidance.