Firstly, do not believe the fake (paid) reviews. They are easy to spot- they are usually just a couple of words like ‘Great website’, ‘Great customer service’ or ‘Good selection.’ That’s it- it’s a fake review. Head over straight to the 1 star reviews if you want the real truth. Instead of employing people to write fake reviews, it would be more admirable to answer some of the complaints. I have just opened up a small claims legal case against Sykes. I have also reported them to THE COMPETITION AND MARKETING AUTHORITY, reported them to BBC’s Watchdog programme and I will now start a one-man campaign to ensure the whole nation is aware of their bullying, unscrupulous methods. Their customer service is beyond appalling, and borders on aggressive. They have gone to the extent of saying the house I booked which sleeps 29 people is only for me, so that I will be able to attend because there are no multi households. It is using a large corporate machine to bully and steal from vulnerable folk at desperate times. It is immoral, and it is THEFT! I genuinely feel sorry for the staff that are asked to act this way. This is the basis of my claim: On 23/02/20 I paid a deposit of £521.40 to Sykes Cottages to hire a house in Wales for 3 days at a total cost of £1577.00. The booking was for 29/01/21. At the time of booking, COVID-19 had not reached our shores and as a nation, we were unaware of it. Sykes Cottages policy DID NOT refer to any cancellation details due to COVID, or any other worldwide pandemic. They cannot use defences such as ‘Act of God’ to cover all eventualities. At the time of the booking, I was asked to enter my details. The house sleeps 29 people, but I was not asked to enter any details regarding other guest numbers. The booking was to celebrate my 50th Birthday and I’d invited around 40 guests (obviously from different households). Since the pandemic, I have contacted Sykes once by telephone and 7 or 8 times by email to reclaim my deposit, as it was obvious the booking couldn’t go ahead due to COVID. I have been constantly told that I must wait until the Government give clearer instructions regarding restrictions that cover the period of my holiday- which I had agreed to do. Unfortunately, during this ‘waiting’ period the remainder of the fee (£1065.60) was due. The only reason Sykes did not automatically take this money from my account was because my card had changed, and I hadn’t updated it on their account. I then received several automatic emails (even got one on Christmas day) telling me that I had 24 hours to pay or they would cancel the booking and keep my deposit. During communication with their ‘customer service’ team I had been threatened that the booking was for only one person indicating that regardless of Wales full lockdown restrictions, I may be able to attend the property, regardless of the fact it sleeps 29 people. It was because of this unscrupulous and immoral defence, I was completely unwilling to pay the remainder of the fee. I have received a phone call today (31/12) from Bradley of Skyes telling me that if I didn’t pay the fee right now, the booking would be cancelled. Wales is in a complete, strict lockdown and Sykes want me to pay over £1000 for a holiday that is clearly not going to happen. Because I refused to make this payment, they are stealing my deposit. They keep quoting ‘policy’ but have no real idea that a policy is not the law. Their original policy did not include COVID. They have since written another policy to incorporate the pandemic, but I did not agree to this and was never contacted to view it. They have moved the goal posts to suit and are happy to bully people as a large corporate monster. It is immoral. I wish to claim back my deposit, as it is of no fault of my own that we cannot attend the property.