My partner and I planned a holiday cottage in Wales in April 2022. After paying upfront for the cottage for 7 days we realised we had a prior commitment and we would need to cancel. Sykes stated that wouldn’t be possible so we had to forfeit 2 x days of our holiday. We arrived at the property (which was nice in an excellent location) and settled in. The next day my partner unfortunately tested positive for Covid19 and became ill. I tried to contact the insurance company that Sykes work hand in hand with (Ergo Insurance) 3 times and after waiting in a queue, the line repeatedly cut off. As we were unsure what to do, I called Sykes and asked for some help or assistance. Well, the customer service advisor did not have a clue what he was going on about. When I mentioned Covid19 curtailment cover on the insurance he stated “My information must be out of date then as I didn’t realise they did curtailment insurance.” Helpful. I asked if he could kindly look into why I couldn’t get through the insurance company and asked what would be best to do ie vacate the property to take my sick partner home before I contract Covid19 and drive 2.5 hours home. He stated that was not his role and he will cancel the booking if I wish to. After a discussion with my partner we decided to vacate the property today and cancel the remaining 4 days of our holiday and go home. What a disappointing experience, as a Nurse working throughout Covid19 pandemic I wanted a relaxing time away knowing that if we were to get Covid we had insurance to cover us. We were wrong- your insurance that Sykes recommended only provides a refund (during your trip) if you die of Covid19 or you are mechanically ventilated. Nice. I would never recommend Sykes to anyone. An awful experience and left with a £900 hole in my pocket. Never again.