After booking a few times with them previously - cottages were fine. Last year had a terrible experience with them - customer service is appalling or non-existent. Cottage in north Wales, lovely location but in a poor state of repair and dirty. There was a storm and the mains electricity failed. That's not the problem but the fact that there were no torches or some other form of emergency lighting was very poor. We made complaints immediately and asked for the cottage to be cleaned. Someone was sent during the period of our stay but we monitored and barely any cleaning was undertaken. We complained formally on our return and despite numerous emails and even a had copy letter containing photographic evidence of the poor state of the property (rotten window frames, etc.) sent to the CEO, no action from them. I say AVOID them at all costs. They are a bunch of crooks and liars. Once they have your money, they are not interested and don't take any responsibility by blaming the property owner. This is rubbish as a customer as the contract is with them. I could not face the stress of taking them to court so I cut my losses.