We took my mother on holiday to Pool Barn in Shropshire on the 5th July for her 93rd birthday there were 4 people in our party. We arrived late Friday Night. We made the booking based on the descriptions and photos as described on Sykes Website for 6 people. I have later learned are put together the descriptions by the owner and a member of staff from Sykes. When we arrived at the cottage it was apparent on entering , there was a strong smell of damp throughout the barn and even more so in the en suite twin room downstairs that I was sharing with my mother. On going into the en-suite the smell of damp was even stronger with silver fish in the shower tray ( an indication of extreme damp). The toilet and shower facilities upstairs were not fit for purpose for two six foot adult males and could not use the toilets standing up and had to sit down. The shower was so small that even the owner who came over the next day agreed that it was a struggle to use not only for someone of for that height, but was not safe as the openings for both the door and shower door were not big enough. But suggested that the downstairs shower could be used for anyone over six foot !!! as long as they didn't mind the smell of damp and the silver fish I presume !! There is nothing that relates to height restrictions in the details at all. The lounge was so small that even with four of us the TV was impossible to be watched with the lounge door open. The property had also been listed for 6 people, there were only 4 chairs in the kitchen so to have 6 people stay, again as described, it would be impossible for everyone to eat together ! We contacted Sykes the next morning, to be told that the owner would come and see us to see what could be done. The owner did come over after a period of time and we highlighted the miss leading descriptions on the website. The lady had " No sense of smell" so could not identify the damp smell and didn't know what silver fish were. We then proceeded upstairs were by her own omission said that she could see the struggle. The lady also said and I quote " there was no argument that it was not fit for purpose" So not to spoil my mothers birthday and the fact that we had travelled three and half hours, I asked Sykes to find us an alternative property for us to go into that day. No phone call was ever received. We then contacted holidaycottages.com who could not have been more helpful. I explained the situation that we had found ourselves having been totally let down by Sykes. We then booked a property with them so not to ruin the week for my elderly mother who by now was so upset on the prospect of having to possible go home. Holidaycottages.com were so professional, caring and empathetic. I gave Sykes time when we returned to contact me regarding the whole sorry experience and the refund but there wasn't any contact from them. So after two week I contacted Sykes. Only to be told that they have to ask the owner for a refund, I asked that someone could call me back the same day, but no contact. I shouldn't have been surprised given the service that we had previously received. I then called again today and was told that the owner has now refused to give a refund. The fault lies with both the owner and Sykes for allowing the property to be advertised and could potentially fall under the The Property Misdescriptions Act 1991. I was told today that Sykes are just the agents for properties but they have a "duty of care" to both the owners and the customers to provide a safe and fit for purpose environment as advertised. I was told that there wasn't a manager available to speak to me and wouldn't be 24 to 48 hours. I will never use Sykes again and will not recommend Sykes to any members of my family or friends. I await a phone call however given the appalling service that I have received I know that it will have to call again. I await your response