My son in law booked us a 3 day holiday at the fat badger Bambourgh with this company . 1 day before our arrival the owner contacted him to say that this property now wasn’t available as the testing was broken and that he would swap to to an alternative property and give us an early check in and later check out (1pm entry and 12pm leave ) We arrived at the alternative which was the glass house in bamborough which was being cleaned ! The property wasn’t ready and we were asked to come back later as they weren’t ready for us and didn’t know an early check in had been allocated by the owner. We went back just after 2pm to find the accommodation was absolutely freezing cold and the heating wasn’t working correctly in that only 2 radiators where lukewarm on the first floor and the ground floor where cold . After several tries we got the owner was who very dismissive of this , saying it would warm in time, he told us to go to another property where we collected 2 small oil filled radiators and 2 small electric heaters , these would never of heated a property of this size up ! We stayed at the property for nearly 2 hours trying to sort this out with no heating in below 5c temperatures. We informed the owner that this was the case and we said we couldn’t stay there due to it being so cold the temperatures where do to drip to below 0c overnight. The heating was not working and this properly and the property was never going to get warm . The owner of this offered no solution other than if you wish go and book into a hotel for the night and come back tomorrow! Verbally he said he would issue a refund and then revoked this through holiday cottages . How would it be okay tomorrow when the heating wasn’t working ? This left us with no alternative at 4 pm on a Saturday to try and find somewhere to stay ! We were luck and found a reputable company that had availability and that had their heating on and that would take us at such short notice . We contacted holiday cottages and explained all the above on Saturday night , they said it was unacceptable and that a full refund should be given then lady my son in law spoke to said she would call back , she never did ! The next day we called again and explained again , they said they didn’t issue the refunds it was up to the owner and they would need to speak to him , After many calls Sunday and Monday the owner proposed a one day refund , how can this be acceptable when we never even stayed at the property . Holiday cottage’s have done nothing to support us at all My daughter is pregnant and I suffer with an auto immune disease and there was no way that accommodation was suitable with no heating . We will be seeking resolution to this through the channels available to us and except to receive a full refund and out of pocket costs and loss of pleasure costs for the 3 days we had to chase this , let alone stress and anxiety caused by this terrible company and owner. Do not book this cottage on any web site as the owner doesn’t adhere to his contractual obligations. Do not use this company holiday cottages as they do nothing to support and resolve any problems with bookings they wash their hand of it and leave you with no where to stay !!!