Used them previously and ended up in a property barely habitable. Complained and received £50 refund. This time property ideal and have had a great two week holiday. However, the change of entry to 7pm was way out of order, especially as no consultation was offered. We travelled a fair distance with an overnight stop so arrived at around 2.30pm. No sign of cleaning taking place, this continued until 5.30pm when in despair we rang a number given for the caretaker. She promptly arrived and opened the door early. So grateful to her as Southwold appeared to have been rather caught on the hop where visitors were concerned and not many places to eat or drink were open. Also changed was time of departure to 9am. I queried that and was granted an extra hour by the housekeeper, grateful to them too. The individual I spoke to at Suffolk Secrets appeared to feel she was not simply answering the telephone at a letting agents but running the Bank of England! Would we use them again? Probably, as they appear to have a monopoly in this magical county, but would look elsewhere first. We ALL have to make an extra effort at this difficult time but not answering emails or responding to telephone calls is definitely not the answer, only makes people feel resentful. Read the reviews!