We booked a flat with Edinburgh-Flats back in May this year and put down a deposit. We had a confirmation e-mail from Edinburgh-Flats that our reservation had been made. We are due to come to Edinburgh next weekend. We hadn't heard from our landlady about final payment and arrangement to collect keys, so we dropped her an e-mail. She had no knowledge of our booking. We spoke to Edinburgh-Flats the next day who said they had sent the landlady the confirmation e-mail too. She was now double booked so we had nowhere to stay. Neither the landlady or Edinburgh-Flats took responsibility for the mix up and offered us any compensation. They showed no compassion to the fact it was the week before we were due to fly to Edinburgh and had nowhere to stay. They offered us alternative flats but these were outside the city centre and were also at least £100 more which they said they would not cover. As it was such short notice, we have not been able to find anywhere else to stay within our budget so have had to cancel our holiday despite already paying out £140 each on flights and pre-booked tickets. I sent both the landlady and Edinburgh Flats an e-mail questioning their policy and customer service (or lack of) and have had no response from either them. This was a mistake entirely on the landlady and agents behalf yet it is we who have been put under undue stress. In fact, our weekend has been totally ruined. I have never received such awful customer care from any company before and will never recommend this agency again.